Hideaway at Royalton Saint Lucia

⭐☆☆☆☆ (1/5 Stars)

I rarely leave negative reviews, but after this experience, I feel obligated to warn future guests. This was, without question, the worst resort experience I’ve ever had, and I cannot recommend this property to anyone.

The problems started immediately upon arrival. There was a mix-up with my room during check-in that took over 2½ hours to resolve. Instead of making the situation right, I ended up having to pay an additional $200 because of the confusion. After traveling, this was an incredibly frustrating way to begin what was supposed to be a relaxing vacation.

Unfortunately, the issues continued throughout my stay.

I upgraded to the Hideaway Diamond Club with Butler Service, expecting the elevated experience that was advertised. However, I never received the Diamond Club welcome pamphlet explaining the benefits and services included with my upgrade. As a result, I had no idea what amenities I was entitled to, making the upgrade feel like a waste of money.

The food was another major disappointment. On my first night, I couldn’t take advantage of the specialty restaurants because reservations had already closed, forcing me to eat at the buffet. Throughout my stay, the quality of the food was poor, and many menu items were simply “unavailable” whenever I tried to order them.

I also visited the sports bar, only to be told the chef had stepped away, so food wasn’t available. When I ordered a Whiskey Sour, the staff seemed confused about how to make it. To make matters worse, the sports bar closed at 10:00 p.m., which felt surprisingly early for an all-inclusive resort.

Customer service was consistently disappointing. Very few employees greeted guests, and many seemed bothered whenever I asked a question. What surprised me most was that when staff asked how I was enjoying my stay and I honestly shared my concerns, they didn’t appear surprised at all. It gave me the impression that guest complaints are common and expected rather than something they genuinely want to address.

The restaurant service also lacked attention to detail. Drinks were not refilled unless specifically requested, and even simple things like condiments had to be asked for instead of being offered. These may seem like small details, but they make a significant difference in the level of hospitality guests expect from a resort of this caliber.

The final disappointment came during check-out. After waiting more than 20 minutes, I was told I still owed for the room upgrade that I had already paid for at check-in. I was asked to prove that I had paid and was then sent to another lobby to verify the payment, all while worrying that I would miss my airport transportation. No guest should have to spend the end of their vacation resolving billing mistakes that were not their fault.

Overall, this resort failed in nearly every area that matters: organization, customer service, food quality, communication, and overall guest experience. I left feeling frustrated rather than relaxed.

I sincerely hope management takes these concerns seriously because this level of service falls far below what guests should expect, especially from those paying for premium upgrades like the Diamond Club. Until significant improvements are made, I cannot recommend this resort and will not be returning.

We are currently halfway through our holiday and we are extremely disappointed. As a previous post has said, Marriott should be ashamed at the affiliation; particularly heading it an Autograph collection. I will be writing to them to suggest they remove that. As a Platinum Elite Marriott member, we do not expect this from an autograph hotel.

The first couple of days were great; just as advertised. Peaceful, respectful staff, tranquil. But yesterday a tour arrived of about 20/30 people and now there is a organised pool party for the second day running. This is not organised by the hotel, but yet the hotel aren’t doing anything about it. We complained yesterday, and nothing was done. Today, it is even worse; with the bass and microphone echoing reverberations across the entire complex. This is neither peaceful nor tranquil - especially when we paid for an adults only hideaway swim up room.

We have looked up the tour; “Passport Mafia” - a trip promising liveliness and pool parties. How can the hotel allow this; and ruin other people’s holidays for a small group. Having looked up their website, they are leaving the same day as us, so this is now how to remainder of our holiday will be. 18-30s style pool parties.

I traveled with my family, and I can honestly say it was a wonderful experience from start to finish. The hotel completely exceeded our expectations. Everything was impeccably clean, the facilities were beautiful and very well maintained, and the atmosphere was perfect for relaxing and enjoying our vacation. We loved the variety of restaurants and the quality of the food. There were always options to suit everyone’s tastes, and every meal was a great experience. The pools, the beach, and the common areas were always in excellent condition, which made each day even more enjoyable. One thing that truly stood out was the exceptional service from the staff. Everyone was kind, attentive, and always greeted us with a smile, making us feel at home throughout our stay. Without a doubt, it was a perfect family vacation. We made incredible memories and hope to return very soon. I highly recommend this hotel to anyone looking to enjoy an unforgettable family getaway.