TripAdvisor Traveler Rating

A group of 9 traveled to St Lucia for a friends and family vacation. We have been traveling together since 2010. On 9/10/26 - we entered the elevator with 2 elderly family members: one in a wheelchair and one diagnosed with Dementia, making a total of 4. The elevator malfunctioned which left us stuck for 20 minutes. We continued to press and hold the EMERGENCY and phone buttons and never received any assistance from the resort staff. There was no internet reception in the elevator, so we proceeded to reach out to the other persons in our group. She went immediately to the front lobby of the Hideaway to solicit assistance. None of the staff left to come assist us. They continued with their work of checking new arrivals in. No staff came to our rescue. We were detained in a hot elevator without any assistance. 20 minutes later, the door opened enough for us the prey it open in order to escape out. The elevator was approx. 1 foot between floors. We were able to get our loved ones safely out of the HOT elevator without the assistance of any Royalton staff. I completed an incident report and met with the Resort Manager the following morning to be offered a free meal AT AN ALL INCLUSIVE RESORT or a cabana!! I was so full of anxiety after this experience. Not only was there a safety failure, there was a lack of Emergency response or assistance and a HORRIBLE vacation experience. Some of the staff encounters were rude: the food truck lady and the bartender near the kids pool. I spotted roaches 2 times, 1 in our bathroom. The worse vacation ever!

We arrived 2 weeks ago celebrating our 40 wedding anniversary, on arrival we was advised to use the fish restaurant after an hour wait for food we gave up and went to our room. The first week was fine but the second week the restaurants are now open 2 to 3 times week the bars are closing at 10 and the entertainment bar is completely closed for refurbishment and still being worked on while entertainers trying to perform but you have to go upstairs to use the bar. Hideaway bar staff are great and fun but again bar shuts at 5pm not later as we was informed the beach bar for hideaway is closed means you have to walk the length of the beach. Aquarius bar should be open until 12 but most nights cleaning down by 21.30. When asking all we get told is it is low season but as we explained we have paid full season prices, have even complained to TUI both on site and on the app but got no replies. There is now even more building work going on as we are leaving and should we have known the issue that are at the resort we would have changed hotel or destination this is certainly not a place we would return to low season or not.

????? Exceptional Service — Kaysha Made Our Stay Unforgettable! From the moment we arrived, Kaysha went above and beyond to make our stay absolutely incredible. She was truly the definition of what exceptional butler service should be. Her attention to detail, warmth, professionalism, and genuine care made us feel incredibly valued and well taken care of throughout our entire stay. Kaysha anticipated our needs before we even had to ask. Whether it was making sure everything was perfectly arranged, checking in on us, helping coordinate the little details, or simply making sure we were comfortable, she consistently went the extra mile. Nothing ever felt like too much of an ask, and she handled everything with such grace and efficiency. What stood out the most was how personalized and thoughtful her service was. She remembered the little things, paid attention to our preferences, and created an experience that felt effortless and luxurious. Her positive energy and welcoming personality made such a difference ..she didn’t just provide service; she made us feel genuinely cared for. Kaysha is truly an asset to the resort, and her hospitality is something we will remember long after leaving Saint Lucia. She set the bar incredibly high for future stays! We will absolutely be coming back, and one of the reasons will be Kaysha. If you have the opportunity to have her as your butler, you are in for a truly special experience. She deserves all the recognition for the incredible service she provides. Thank you, Kaysha, for making our stay so memorable! ?????

I loved my stay at this resort. The resort provided tons of entertainment and activities. The restaurants were nice. Most of the the staff was nice, some could improve. I booked the Hideaway adults only section of the resort, but I didn't like sharing the common areas and restaurants with the family side of the resort. Crying kids interrupted dinner on a few occasions, but that didn't ruin my stay. I will definitely stay at a Royalton Hideaway property again!

Beautiful resort, lovely staff. We are still here. Paid full season price but half the bars are closed. Biggest complaint is on arrival we were charged an extra $3,000 to have a room with a double bed! We had already paid $6,500!! Long story, still in dispute but beware when booking! Food not great. IMO you’re paying a lot of money for mediocre service. Don’t bother with Diamond Club. Pool tucked away in a corner, away from anywhere. Room service v limited and don’t deliver any beverages from 11pm. Even in Diamond Club. The 3k not requested or wanted ‘upgrade’ came with a ‘butler’ which apart from booking some dinner reservations were not sure what to do with! Just our current experience.