Royalton Hideaway Saint Lucia

Tameka Bryce

Definitely NOT a 5 star resort. Unfortunately, this was one of the most disappointing stays I’ve had. While the staff was friendly and the food was good, the resort itself was a huge letdown (this was my second time here). Our room was old and poorly maintained, with rust, black spots all over the bathroom mirror, visible patchwork, nails sticking out, broken outlets, a broken steamer, and a blow dryer that didn’t work. We called for a replacement, but no one ever came. The resort is also extremely dark at night. While walking to dinner, an elderly woman fell down the stairs right in front of us and needed medical attention. Getting reservations is damn near impossible. Our worst experience was on the last night. We ordered room service at 10 p.m. because we missed dinner, but the food never arrived. We called the front desk/operator about seven times and no one answered. At checkout, we brought it up and were simply told, “Oh, okay.” No apology, no concern, nothing. It made me wonder what would happen if a guest had a real emergency. To make matters worse, my room key was deactivated before checkout time, and my fiancé’s key barely worked our entire stay. The saddest part is that we came to this resort because I was seriously considering having our wedding here because my first visit I feel in love. My fiancé’s family is from St. Lucia, and many of our family and friends have never visited the island. After our previous stay, I thought this would be the perfect venue. After this experience, it’s completely off our list. Even more telling, several employees—from bartenders to groundskeepers—told us the resort has gone downhill because management simply doesn’t care. The employees deserve better, and so do Marriott’s loyal guests.

Amy Bickett

Things I would make sure people know ahead of time: -awareness of need for power converters. Room only had one American power outlet and hotel said they could loan you some but never had any available even though it was slow. Had to buy one and even with that really needed a power strip. -The ride to hotel was 2.5 hour car ride made me super sick. Other feedback: We had an assigned Concierge who was good. He put in mini bar, blanket and other requests for us. The food was below average compared to other all inclusives we’ve been to-frozen desserts, not a lot of non-spicy options, buffet basically had same foods day after day. The staffing was the biggest issue. They had no swim up bar bartenders. There would be 3 bartenders at the top side and non on pool side. Staff would be sitting on their phones not paying attention to people who needed drinks. The resort is in disrepair throughout. Peeling paint, falling stones, etc. The Hibachi restaurant was so hot it was uncomfortable leaving sweat in chairs. People looked like they would pass out. All the restaurants were very warm, not relaxing. Hibachi had one chef for 2 tables for 20 people total and the waiter was terrible. Did not keep up with water or drinks. All of the restaurants servers were similar. Service was super slow and very hard to get even a Diet Coke. The beach at the hotel, the Ocean water smelled horrible and was full of seaweed. We paid extra for adults only but there were No restaurants or show that were adults only. All were shared restaurants. There was Smoking and vaping everywhere. Not just in designated areas. Room was nice and cool but smelled horrible of musty smell. Not fun to come back to. The exercise gym was the nicest we have seen! Definitely wouldn’t go back there in summer. I think the slow season impacted staffing, etc

James & Glenda

Overall - 3 Star experience. (Marriott Platinum member) Opportunities: 1. Customer Service experience was very poor. We made 2 reservations (1 for Th-Mon @Royalton, 1 for Mon-Wed @Royalton Hideaway). Upon arriving at the hotel, we informed them we would be staying an additional 2 days at the Hideaway. We asked that if we have to move rooms, we can at least move into the next room right after checking out of the first room. The night prior we reminded the front desk and asked for a late checkout so we could checkin to the next room right away. The front desk said they would work with us. The next morning, the resort denied the late checkout. They said we had to wait with our luggage until 3PM to check into the hideaway. At the Hideaway @10AM, they said no early check-in was available because all of the rooms were dirty. The hideaway front desk said they would expedite the cleaning of the room and call us when ready. They didn't call us until 2:45PM. 2. Room Service: There are no ice machines working on the property. We called for ice 3x, none was brought to us each time. We used the TV to order food, they never brought it to us. We waited 2 hours for a pizza and gave up. 3. FOOD TIMING: Check in is at 3PM, you wait to check in, get to your room and then are hungry. So you go to the buffet to find out it just closed at 3:30PM. The next place to eat is the food truck, which closes at 4PM. They stop making burgers at 3:45 and tell people all they had left was hot-dogs. The staff doesn't care if you are in line at 3:30, if it is 4PM when you get to the front, they will send you away. The next time food is available is at 6PM. If you want to eat in a different restaurant outside of the buffet, you have to make a reservation by 2PM. But on day 1 you are stuck with the buffet because you couldn't check in until 3PM. 4. STAFF: The staff is not very helpful in the front, doesn't matter if you are a Marriott member or not. They had told me since I was a marriott member, I would get a wrist band that would give me preferential seating at the restaurants and other bonuses. But then told me, they don't have anymore wrist bands left. It was like a poke in the eye...you could get this, but sorry we don't have any bands left. Just don't tell me that is a benefit when checking in. Additionally, for my first reservation, they told me they would input my Marriott Bonvoy number, so I could get credit for the stay. Which they did not do. GOOD Things: 1. The buffet food is the best we have ever had. Almost all of the food is authentic Caribbean food, which was the main reason we came. Loved all of the variety of Curry Chicken, Dashin, Fig Pie, Souce, Stewed Beef, etc. Bakes and Saltfish!!. The desserts are not very good, but that is typical of the Caribbean too. 2. The drinks are strong and it is nice to be able to order as much as you want. The bartenders are pretty nice overall. 3. Entertainment was OK, talented performers for sure, but we came during the World Cup so we couldn't see them perform on the normal stage, which would have been more dramatic and inspired. 4. The campus is beautiful and the pools are really nice. Overall Aesthetic is fabulous. Feels very well done overall. Plenty of spaces for quiet, but also lots of fun during the day.

Hannah Sheppard

We came to Royalton hideaway resort for our honeymoon, and we couldn’t have picked a better location! The resort is beautiful, and our butlers, Cirtney and Rodney, EXCEEDED all expectations. If you are lucky enough to have them you will be more than taken care of. I cannot speak more highly at how they MADE our experience here. Highly recommend the Benny speed boat tours to the mud bath and sulfer springs as it gives you a beautiful view of the island. Our experience at the restaurants were very good. The resort has so many fun activities to do during the day and night, and every staff member we encountered was beyond friendly and helpful. I highly recommend this resort to anyone looking for a relaxing, but fun vacation. We cannot wait to come back one of these days!!

Leigha Crumpler

We have mixed reviews with service and food. Some staff acted like we an inconvenience without getting to know us. All we needed was a simple greeting to feel welcome but it was pretty cold for the most part. We did encounter some amazing locals though. Travis on the vibe team, Challine at the excursions counter, Samuel with the coconut drinks, and our butlers Raymond and Kurtney. They made all the difference and was the highlight of our stay. The bartenders at the hideaway bar were also very friendly and memorized our drinks. Food was not the best but the dinner spots were amazing. We wish the waitress service was better but so far the Zen restaurant was amazing and Miguel and our waitress was absolutely fantastic. Overall, we are having a nice time and would tip anyone who made our stay so wonderful.