TripAdvisor Traveler Rating

We went to the Royalton for our honeymoon with the kids and unfortunately it fell short on so many levels, cockroaches climbing the walls in the restaurants, kids pool closed for 5 days, entertainment late and cancelled repeatedly. Security or lack of when people are being aggressive with blood all over the path in front of children. Service was shocking taking 45 minutes to get a drink at breakfast. Drugs being smoked every night at the main bar area beside children. It was a total disaster and I would never go back or recommend it. We spoke to staff who instead of listening just laughed and said well we won’t tell guests not to fight or take drugs.

While the resort's location and the upkeep of the grounds were commendable, the overall experience fell considerably short of the standards expected, particularly for a resort of your purported calibre. Room: Our room, while comfortable in terms of the beds and conducive to sleep, was let down by a noticeable lack of maintenance and an inadequate level of cleanliness that did not align with a 5-star standard. Furthermore, the air conditioning and ceiling fan, while functional, were not operating effectively. Dining: The process of booking restaurants through your app two days in advance proved to be extremely frustrating. We were only able to secure a reservation for one evening at the Teppanyaki restaurant, which we thoroughly enjoyed. However, all subsequent attempts to book other dining options during our stay were unsuccessful. The lack of assistance from the dining booking desk was particularly disappointing. When I inquired about securing alternative reservations, the staff member was unhelpful and verged on being rude. It was also perplexing to observe numerous empty tables in various restaurants during peak dining hours, leading me to suspect issues with understaffing or ineffective reservation management. Regardless of the reason, the current system clearly fails to provide all guests with a fair opportunity to dine at the resort's restaurants. Our experience at the buffet was also underwhelming and did not reflect a 4 or 5-star standard. Breakfast was adequate but not exceptional. Service: The service within the buffet restaurant was notably poor, with staff appearing undertrained and/or disengaged. Basic requirements such as complete cutlery settings and coffee cups were frequently missing. Requesting beverages, including water, coffee, and alcoholic drinks, often involved lengthy waits and multiple requests before being fulfilled. A particularly concerning incident occurred when my wife requested pasta with carbonara sauce for our daughter. The chef began adding tomato sauce, demonstrating a fundamental misunderstanding of the dish. When my wife politely pointed this out, the chef appeared offended and implied it was her fault. Ultimately, my wife decided against pursuing the order to avoid further inconvenience. The delay in receiving six small bottles of water requested from reception was also unacceptable. After two hours and a follow-up call from guest services regarding our stay (during which I mentioned the delayed water), an additional hour passed before the water finally arrived, and only after a further call to room service. This level of inefficiency is unacceptable. Furthermore, obtaining drinks at the evening bars frequently involved significant delays due to apparent understaffing during peak times. Check-out Experience: The check-out process presented two major issues that I found deeply unsatisfactory: (a) Lack of Itemised Bill: Upon requesting an itemised breakdown of the charges made to my room during my stay (a standard practice in my experience at other hotels), I was informed that this could not be provided and that I would simply have to trust the total amount. This lack of transparency is unacceptable. It is difficult to believe that your hotel software is incapable of generating a detailed bill, as this is a common feature in the hospitality industry. (b) Unjustified Charge for Lost room key: My daughter, who was a bridesmaid, removed her room key wristband for photographs and subsequently misplaced it. At check-out, I was informed of an exorbitant $150 USD charge for its replacement. This fee for a small plastic item with an RFID chip and string is utterly unreasonable, with the actual replacement cost being a fraction of this amount. The staff member's response that this charge was outlined in a "contract" that I never saw (as the booking was part of a TUI package) was also unacceptable. When I refused to pay this unjustified fee, I was appallingly told that I would not be allowed to leave the resort without doing so, as a paper slip was required to exit. This felt like a blatant attempt to coerce payment through intimidation. My request to speak with a manager was denied, as they were reportedly unavailable. Ultimately, under duress and with an impending flight to catch, I was forced to pay the $150 charge despite my strong disagreement. The irony of purchasing a Pandora bracelet and charm for my daughter at the airport for $140, $10 less than the charge for a plastic wristband, is not lost on me. Upon returning home, I have since located the lost room key wristband (photograph attached). I requested information on how to return this (or prove that I have destroyed it) to you for a full refund of the $150 charge. Despite sending numerous emails, i have not yet been given teh courtesy of a response. In conclusion, while the resort has some positive attributes, the significant shortcomings in service, dining management, room maintenance, and the unacceptable handling of the check-out process have left me with a deeply negative impression of my stay. The resort is marketed as a 5 star, top end resort, In my opinion, having stayed at top end resorts and hotels around the world, this resort is very much lower than the standards required to fulfil 5 start status

We recently stayed for a week at the Hideaway Royalton and after reading so many mixed reviews, we were skeptical but wanted to remain optimistic. Unfortunately, we left feeling slightly disappointed with our experience in this hotel. All the reviews that mention slow service are correct. The staff are in absolutely no rush to serve you either at the pool bars or in the restaurants, which can be tiresome when you’re in a supposedly 5-star resort and it was happening with every encounter we experienced. That said, when you did eventually get served, the staff are polite and friendly. We had a wonderful experience with Samuel at the Hideaway Pool Bar. The food is okay, we found Dorado to be our favourite restaurant, although none of them were really spectacular. We had booked into Calypso for our last night, but it wasn’t until we showed up for our booking at 7pm to find the restaurant was closed and nothing had been communicated to us prior to this. When we questioned that our booking had been confirmed in the app, a staff member just shrugged her shoulders and made no attempt to explain or rectify the issue. When we ate at Grazie, the Italian, my Bella Donna pizza (advertised as Parma ham & arugula) arrived with cubes of processed ham and no arugula - which was disappointing as the menu is clearly misleading. We had no troubles with the cleanliness of the property or our room as some reviews mention. Our faulty, leaking mini bar was replaced within a few hours of raising the issue and it was fully stocked the whole holiday, despite our room not being serviced every day (which wasn’t an issue for us until we ran out of toilet roll and had to hunt down a maid to ask for more) However, we do feel that the property is tired and needs some maintenance and some simple updates could really help improve people’s experience. (For example, the pool towels are very tired with threads loose and covered in bleach stains - and were hard to get hold of in the afternoon as there were no restrictions on how many people could take which meant people would take multiple and stash them away so they weren’t readily available throughout the day) Overall, we booked what was advertised as a 5-star resort. Unfortunately, our experience did not match those expectations, and we can’t help but feel disappointed. The quality of the resort did not reflect what we would expect from a 5-star rating, and as a result, we don’t feel that the price we paid was justified. That said, we still enjoyed our holiday, but would not return to other Royalton properties after our experience.

My Butler service was top ti.Got a premium bottle of liquor to take home several bottles of wine and champagne. There are a few glitches here and there but this place is not as bad as some people are saying it as i've been to four other Royalton properties and they're all great.

We had a bad experience at the Royalton Saint Lucia. We arrived around 3 p.m. and didn't get to our room until around 9 p.m. Our first room had a dead roach by the door, and it smelled like mold. We also had to bring our luggage to the room by ourselves. There were a lot of roaches around the property and in our room. Some of the staff were very rude. They told us there was no entertainment because it was off-season and the director of entertainment had left a few months ago, The breakfast was ok, but the specialty restaurants for dinner was all bad except for the Calipso. For all the money we spent, we are very disappointed. I would not recommend the place to anyone and we will not be returning. Done