TripAdvisor Traveler Rating

We had a lovely week at Royalton hideaway in St. Lucia.... everything from our room, services, meals, and staff were excellent. We had the diamond club add on and were incredibly impressed with our two "butlers" Kayson and Kaysha. From the moment we checked in until we left, both of them provided outstanding service. They anticipated our needs and stayed in touch throughout the week. They made our trip extra special and, based on our experience with them, we would definitely do Diamond Club again! Thanks so much to both of them!!! Susan and Larry Martin

We stayed at the Hideaway for 3 nights. We were very underwhelmed with our stay. Small things matter. They accidentally tried to double charge our Diamond upgrade at check-in. It was only after repeated push back that they brought their supervisor in and 45 minutes later after proving to her with my emails did she charge me the correct amount. The view was beautiful but restricted when sitting in one of the chairs. Our room had the steps to the pool on the left side, should have requested a room with the stairs on the right side as it would have allowed a much better view. This property is huge and so very very understaffed! Looking over our swim in / out area, we counted 8 Champaign bottle corks from rooms above that were not picked up. Small thing but indication of how the property was kept up. My wife was swimming laps in the lap pool that connected our room, was basically attacked by the couple staying in the last room. They were told that no swimming was allowed, she chose to get out vs call security on them. The restaurants really showed the understaffed situation. We are at the buffet most the time which was ok, when we got in the restaurants thanks to our butler making a reservation, there were less than 10 people on them? Why was it so hard getting a reservation? Upon leaving, I was going to check out, little did i know that without the slip of paper telling the butler we were paid up, they would not allow our luggage to be loaded into our van taking us to the airport. Maybe they deal with people skipping out on their final bills, i was a bit insulted that they had this procedure not allowing us to leave until we presented the SLIP OF PAPER. We were not impressed and will not be returning. Good luck, I hope your stay is better as ours sure wasn’t. Thanks Wes

If I could give it a lower than the 1 star i would. We showed up and half of the restaurants are closed and you can't book on the app until you are in the property. I made the reservation and didn't check two people a small mistake but it was blown into a major problem. THe grounds were beat down as was the room nothing worked. We spoke to the manager on duty and he said yes we are getting ready to renovate the rooms. The pictures and descriptors are so different than the experience for the money avoid this and their other properties going forward.

The worst customer service during check in and check out. It took 2 hours to check into the resort due to the Royalton website double booking me by mistake and 2 hours to check out because payment for the cabana I paid for in advance got applied to my suite payment. Front desk staff was confused and poorly trained if not trained at all. Poor unprofessional attitudes by the front desk staff. Food at all but the Zen restaurant was always lukewarm. The rooms and bathrooms needed maintenance and updates to the furniture. The Diamond Club bar and pool is too far from the All Adults Hideaway. The All Adults Hideaway is too close to the family side of the Royalton. Children was at the Foam Party where there were plenty of adults drinking alcohol and adult music, not appropriate at all. The only bright part was my butlers Travis and Sylvaine who so professionally and attentive to all my needs during my stay.

Ice machines were not working in buildings 3,4,5 Be careful of hidden cost. We were on a free trip for joining prime travel club. When we got here was told we had to play for upgrade. When I booked my room on line I wasn’t given rooms in another area