TripAdvisor Traveler Rating

Due to Hurricane Mellisa hitting Jamaica we had to amend our plans at very short notice, our options were limited and we decided that St Lucia would be an ideal alternative destination. The Royalton was our only feasible and financial option with our Tour operator, TUI. After 2 nights (of 11) We would have happily packed our bags and flown home. Unfortunately, that was not an option and would have been at great personal expense. So that you can make an informed decision about booking into this Hotel/Resort here is…. WHAT TO EXPECT.... Check-in at The Hideaway Lobby, upon arrival, after 14 hours of travel, you can expect…NOT to be Expected. The reservation team will totally screw up your reservation and won’t be expecting you until 5 days later. Don’t worry, after a further 2 hours, no apology, blaming your Tour Operator, in this case TUI for the error, (which it evidently wasn’t) they will provide a partially serviced, unstocked Room. Do remember to source your own bottled drinking water before retiring to your room. Good Luck with that! Next Day, do expect to be told to vacate your temporary accommodation and spend the next 4 hours without a room. Enjoy your first day, traipsing back and forth to the Lobby, to be met with endless excuses, indifference and complete incompetence. Prepare for any pre-expectations of a relaxing unwinding stress free holiday to quietly seep away from your Soul. Gradually succumb to the terrible realisation that you have made a very big mistake choosing this Hotel. Day Two, Enjoy the services of the two poorly stocked Pool bars adjacent to the small-littered beach. Both Pool Bars in competition with each other by blasting out two different Playlists at the same ear-splitting volume, very convenient if you wish to relax beach-side and drown out the soft sound of the gentle lapping waves of the Caribbean Sea. If you enjoy listening to The Macarena on loop (and frankly, who doesn’t !?) drifting across the resort multiple times a day, then this is the place for you. Relax whilst the Beach sellers chill out behind you, enthusiastically, animatedly and quite loudly discussing business deals on their mobiles, whilst shouting and whistling across to their fellow beach sellers, impressively some distance away, whilst you lay back on your very own bird poo-stained, ripped, mouldy covered beach bed. Pure Bliss! After a not so tranquil day on the beach, which has been tastefully decorated with ciggie butts, plastic bottles, and bird poo covered beach furniture, Why not return to the Pool Bar for a sun-downer before changing for dinner. Here you can experience early evening entertainment courtesy of the animation team and the Pool Bar Staff kicking off with each other and being restrained and pulled apart. What’s not to love! Finally, Imagine Staff treating you with disdain, contempt and total disregard that you are indeed a paying guest, more an annoyance and distraction. Everything is too much trouble. To be fair, there were a handful of staff that were very pleasant and clearly apologetic and embarrassed about the overall Customer Service and reputation of this Hotel, unfortunately the remaining 99 % overshadowed their efforts. I would like to say thank you to Taya in the Hideaway Reception, who did everything possible in her power to make amends and who had to endure the brunt of my dissatisfaction and kindly gave me her personal contact throughout, and I thank Taya for that. TUI on-site representation was dismal, TUI on-line support were great and followed up daily. However, I do recommend they remove this Hotel from their accommodation options. Note To the Royalton St Lucia Management and ROYALTON BRAND DO NOT respond to this review with your default words of “regret”. You had every opportunity to speak to me whilst I was there. You privately messaged me to discuss the issues in Private (rather than on socials, go figure). I agreed, yet you then failed to reach out. The attitude and poor customer service of the majority of the hotel staff can only be attributed to how they are valued (or undervalued). The blame and poor reputation for this Hotel lies with the both the Management and The Royalton Brand, and it’s the Royalton who should take full responsibility for the failings of this Hotel - Not the Staff ! *This is the second Royalton we have stayed at, the first one in Antigua, and staff attitude was the same. I would not return here or any other Royalton if you paid me to and flew me out First Class, I wouldn’t board my Dog here!

An Autograph (Marriott) Property that did not live up to the standard I would expect from Marriott. Upon arrival my Platinum status with Marriott was completely ignored. My request for an upgrade was not denied but ignored. The check in paperwork had already been completed and nothing was going to change that because the goal was to push me through the process as quickly as possible. The room was neat and clean but most certainly dated and in need of some cosmetic repairs. My requests for a restock of the refrigerator were ignored and required me to chase down the maid to get waters and replacement coffee pods. Replacement of a couple of beers never happened. (This is an all inclusive resort). The App which we were told to use to make reservations did not perform well. We were only successful in making 2 dinner reservations through out the trip and reservations at the on property steak house was never going to happen. Inconsistent access to specific brands of alcohol appeared to be a theme; went to the "Martini Bar" for a drink before dinner, saw a bottle of Grey Goose on the shelf, asked for a Grey Goose Cosmo. Bartender told me that I could buy the bottle of Grey Goose but the standard vodka was Smirnoff. I found the only martini bar using Smirnoff vodka. By the way it took 20 minutes for someone to come back and tell me I could buy the bottle of Grey Goose for $98. I did end up getting a fairly good Espresso martini made with real espresso and Smirnoff vodka. The inconsistency comes in because at other bars on the property I was able to get Stolichnaya and Skyy. The quality of the staff varied significantly. A number of the waitstaff, bartenders, and maids were excellent; helpful, pleasant, and genuinely wanted to insure you had a good time. Others not so much, distant, aloof, not friendly or helpful. The final issue occurred as we were checking out. When we checked in they emphasized the importance of not losing our wrist bands that were used to get in and out of our rooms. Due to my Platinum status we were given an additional "Marriott Elite" plastic wrist band. Don't know what the band was for because we never used it for anything and no one ever asked about it. My partner slid the band off because it was uncomfortable early in the trip and carried it with her religiously. However when we left the room to check out she left it on the desk in the room. Well when we went to check out this missing Marriott wrist band screwed up the whole process. I had to race back to the room locate the missing band and bring it back to the front desk so that we could get checked out and grab our cab to the airport.

Loved st lucia !!! Hotel staff amazing ,good food and drinks,nice service,friendly people,warm people , great shows and activities the vibe team was super cool .We want to mention Brianna,Travis,Quami,Leo the showman and Meivys the surpervisor.We like to be back and we recommend the recommended the resort 100% !!!

Bought with TUI as a 5 Star,adults only exclusive beach what a joke Would not give it 1 star needed a total redecorating,no robes, kettle and very little toilet roll on arrival TV was only for activities lifts constantly breaking down all beaches in St Lucia are public so not exclusive.fire alarm went off 7am rang to ask if it was a practice or shall we evacuate was told "I will make a phone call and get back to you,"people in hot tub 2.30am no security sun loungers dirty. On the last day bell boy didn't turn up for our cases had to bring them down from 4th floor ourselves. I never complain but my advice if it you are thinking of going DON'T.

Royalton Hideaway Saint Lucia Hotel gave a real vacation. I enjoyed every moment,at the restaurants, in the swimming pool, the beach, even in the rooms that were pretty comfortable and clean, the conversations with any member of the hotel's staff. And what to say about leoshowman, so artistic, professional and kind, I would like to repeat once more time in there.