TripAdvisor Traveler Rating

After a long day of traveling, my room keys did not work upon check in. Room had mold. We were not provided with a resort map or informed that restaurant reservations should be made within the first 24 hours of arrival, limiting our options. On several occasions, when mistakes were made with our meal orders, the staff responded with attitude rather than professionalism. The food quality did not meet the standards expected of a luxury all-inclusive resort. Limited kid friendly food options. We lost electrical power on two separate occasions, leaving us without air conditioning or fans in the middle of the night. Staff was dismissive and hostile attitude from the front desk staff while simply seeking updates on when a technician would arrive. The lobby escalator not working for 5 days and the elevator was extremely slow and frequently stalling . No afternoon/ nightly activities for entertainment. Some were cancelled cause of the World Cup or private weddings. There was missed opportunity to showcase the beauty and culture of St. Lucia. There was no meaningful introduction to Saint Lucian culture, local cuisine, traditions, language, or recommendations for local experiences. The atmosphere was disappointing. The DJ at the main pool played music at such a low volume. Many staff members appeared disengaged, frequently looking at their phones rather than acknowledging guests. Worst and most disappointing resort experience. Waste of money.

This is NOT an autograph Marriott property! It is a (Bad) partnership with Royalton, Saint Lucia. * There are less operating restaurants than they advertise, making bookings problematic, over-booked and causes you to eat off-site more if you don’t want to wait until late to eat; * They expect you to download the Royalton app since they really don’t want to help you….kind of like a self-service experience. I’m blown away Marriott would want their customer base to use someone else’s app * They offer all sorts things while booking (Discounts on helicopter transfer, for example) and then don’t reply back. When I got Marriott on the phone to help, they hung up on Marriott! * The beach vendor(s) became intoxicated while mingling with the tourist, then became angry and scared some people…. These are just a few reasons - take time to read all of the other negative reviews on this property. Finally, maybe I can get some response from both Marriott and Royalton this time on my complaint and pending case number. Marriott is not in the business of all-inclusive. They should either get in the game, or not, but don’t partner with someone who simply does not have anywhere close to the “Autograph” experience you expect for such an investment in your holiday!

Royalton Saint Lucia Review – Bed Bugs, Black Mould & Extremely Poor Customer Service We stayed for 14 nights and paid approximately £16,000 (around US$21,000) for our family holiday. We are Marriott Bonvoy members and have previously stayed at Royalton Antigua and Royalton Jamaica, both of which were far superior experiences. Sadly, this was, without question, the worst Royalton resort we have ever visited, and it has completely changed our opinion of the brand. Day 1 – A Very Poor First Impression Our holiday started badly when we were greeted by Sephra at reception. She came across as rude, abrupt and intimidating simply because I was surprised to learn that guests are charged US$150 if they lose their wristband. Unfortunately, this wasn’t an isolated incident. We found the attitude of many front desk staff, including Keitha, to be dismissive and unwelcoming. Being a Marriott member appeared to make absolutely no difference. When we entered our room, we were shocked by its condition: * Black mould throughout the room (photos attached) * Strong smell of damp and sewage from the drains * Dirty floors * Stained bathtub and bathroom * Toilet smelling strongly of urine * General lack of cleanliness The room was clearly not cleaned to an acceptable standard before our arrival. During breakfast, we ordered tea and coffee but had completely finished eating before either arrived. One waitress accidentally spilled water all over my pancakes without much apology. When guests asked about delays, staff often responded that it “wasn’t their problem.” It quickly became apparent that poor customer service was part of the culture throughout the hotel. Day 2 – Maintenance Problems Our first night was virtually sleepless due to a dripping tap that continued throughout the night. We had also been provided with only three towels for a family of four. We contacted reception several times before maintenance eventually attended. Even then, the issue wasn’t resolved properly, and every night we had to place a towel under the tap to reduce the dripping noise. By morning, the towel would be soaked. Bottled water was incredibly difficult to obtain throughout our stay. At times it felt like it was being rationed. This is certainly not what I would expect from a luxury all-inclusive resort. Bed Bugs The most serious issue was that we spent nine nights sleeping in a room with bed bugs. Every night we experienced itching almost immediately after getting into bed. Our bedding was not changed during the first nine days, despite daily housekeeping. On Day 9, we were finally moved to Room 5010. Although there was no mould in the new room, the cleaning standards remained extremely poor. Day 9 – A Completely Wasted Day We were informed at approximately 11:00am that we would be moving rooms at midday. We packed everything immediately, expecting a prompt transfer. Instead: * We missed breakfast. * We didn’t leave the room because we were waiting. * Nobody communicated with us for hours. * We spent approximately seven hours waiting with no updates. * We then spent another hour at reception. * We finally received our new room at around 7:00pm. * Our luggage didn’t arrive until 9:00pm. * As a result, we missed our dinner reservation because we had no clothes or toiletries. We effectively lost an entire day of our holiday due to poor organisation and communication. General Experience Overall, this resort falls well below the standards expected of Royalton or Marriott. Issues included: * Hotel is dated, tired and poorly maintained. * Black mould and damp smells throughout rooms. * Drains smell strongly of sewage. * Dirty floors, bathrooms and public areas. * Torn bed sheets. * Housekeeping standards are extremely poor. * Flies everywhere in food areas. * Broken escalators. * No air conditioning in the gym. * No drinking straws throughout the entire two-week stay because the hotel had run out. * Food regularly running out by around 2:00pm. * Very long queues for food while staff stood chatting. * We waited 43 minutes to receive food from the Chef To Go van, only to be told at 1:43pm that rice and peas had already run out. Entertainment Compared with Royalton Antigua and Royalton Jamaica, the entertainment was extremely disappointing. The Vibe Team spent much of their time sitting together chatting rather than engaging guests. The resort lacked atmosphere and there was very little to do during the day. We couldn’t use swim up pool in 5010 as they started digging up right in front of the room. Staff Attitude Unfortunately, many staff members appeared unhappy, disengaged and uninterested in providing good customer service. Many looked: * Miserable * Angry * Fed up * Unmotivated The overall atmosphere suggested there may be internal management or staffing issues affecting morale. Specific observations included: * Kenali and Yearline at Reception appeared dismissive and uninterested. * Kiana and Briana in the coffee shop often looked bored and disengaged. * At Calypso Restaurant, waitress K… appeared visibly angry and was throwing plates onto tables rather than placing them down. * Staff frequently chatted amongst themselves while guests waited. * On more than one occasion we observed staff smoking cannabis with guests, which was extremely unprofessional. Family Environment We did not find this resort particularly family-friendly. There were numerous occasions where guests behaved inappropriately, including shouting and screaming late into the night. Some behaviour was highly sexualised and unsuitable around children. Because room rates appear to be heavily discounted in some markets, the overall atmosphere was far removed from the luxury family resort we expected. Health & Safety One guest smashed a drinking glass in a busy area. The broken glass remained on the floor for over an hour while children continued running nearby. This represented a significant health and safety risk. Positives Not every member of staff was disappointing. Victor from Guest Services was professional, courteous and genuinely helpful. As a goodwill gesture, he arranged a 3:00pm late checkout, recognising that we had effectively lost an entire day of our holiday due to the room move. Our servers Tara and Phaebe were also warm, friendly and attentive throughout our stay and deserve recognition. Overall This resort has enormous potential. The grounds and landscaping are beautiful, but the property is poorly maintained, poorly managed and suffers from an obvious lack of leadership and customer service. After spending £16,000 on what should have been a luxury family holiday, we left extremely disappointed. As loyal Marriott members who have previously enjoyed Royalton resorts, we never expected to experience: * Bed bugs * Black mould * Dirty accommodation * Poor housekeeping * Rude staff * Maintenance failures * Lack of communication * Food shortages * Poor entertainment * Very low customer service standards This has sadly been our final stay at a Royalton resort. Loyalty to the brand has not been rewarded, and this experience fell far short of what anyone should expect for a holiday costing £16,000.

We had a great experience with our very attentive butler's support. Monique and Jesse were very helpful and provided all support to help celebrate our daughter's birthday. The hotel itself and Neil St Mark the inventory controller can do better, We requested an adjoining room as we traveled with our daughter with special needs daughter and 2 other kids, we arrived at the diamond club check in and when she realized my child did needed extra help we had to wait for the attendant to figure out how to get us a room close by each other. It's important for when a request is made by a family traveling with kids or special needs requirements it's taken seriously. Also power went out a few times and it took a while for maintenance to show up. The other staff and people of the island are amazing.

It was the first time ever doing a resort day pass and we genuinely had the time of our lives. From the moment we arrived, we were warmly welcomed by Sean, who took the time to explain everything we needed to know. We had lots of questions, and he patiently answered every single one. He gave us great tips on how to make the most of our day, and that really set the tone for an amazing experience. The resort itself is beautiful and HUGE! At first, we thought a printed map would have been helpful for navigating, but we quickly realized we didn't need one because every staff member we encountered was more than willing to point us in the right direction with a smile. We started our day with breakfast at the buffet, where we were served by the amazing Miss Glenda. She welcomed us with such warmth and infectious energy that we knew we'd be coming back later for lunch and we did! She and her team surprised me by singing Happy Birthday and presenting me with a celebratory dessert plate. It completely caught us off guard in the best possible way! They danced, cheered, and made me feel incredibly special. Despite arriving close to the end of breakfast service, the buffet still offered a fantastic variety of food. Everything was fresh, delicious, and served at the proper temperature. I'd also like to give a special mention to the lovely lady serving the ice cream, she was so cheerful and kind, and Lynch on the pasta station, very cool people! After breakfast, we relaxed on the beach, which was absolutely stunning, clean sand, clear water, and the perfect place to unwind. We spent some time at what I believe was the Sands Bar (I hope I got the name right!), and the bartenders there were honestly some of our favorite people we met all day. Ash somehow figured out we were locals almost immediately, but that didn't change the way he treated us one bit. He made us feel just as valued as any international guest, kept the drinks flowing, chatted with us, and even gave us recommendations on what to do next around the resort. Xavi was equally wonderful. He happily took photos for us and regularly checked in to make sure we were enjoying ourselves. A big thank you as well to Devaugne, who was always quick with our drink orders and offered great suggestions whenever we wanted to try something new. Later in the afternoon, we joined the foam party, and the entertainment team absolutely brought the energy from beginning to end! They had everyone dancing and having an incredible time. We also had two photographers stop us throughout the day, Kaviere and another lovely lady whose name I unfortunately can't remember. They made us feel like we were having a professional photoshoot! Although we didn't get the chance to purchase the photos, the experience itself was so much fun and added to an already unforgettable day. What stood out most wasn't just the beautiful resort or the delicious food, it was the people. Every single staff member we interacted with made us feel genuinely welcomed, celebrated, and appreciated. Hospitality like that can't be taught, it comes from people who truly care about creating memorable experiences for their guests. Thank you to everyone who played a part in making my 30th birthday so special. We'll always remember it, and we definitely look forward to coming back. If you're considering a day pass at Royalton, don't hesitate, you won't regret it!