Royalton Hideaway Saint Lucia

JC Francis

After reading over the current reviews and been to other resorts in the Caribbean, here were my observations from our stay at The Hideaway at the Royalton last week. 1 common theme I noticed in most of the reviews was mention of the staff and their attitude, service, delays, etc. We found all the staff to be wonderful and accommodating. Remember, that comes from the top-down. If your staff isn't properly trained by upper Management, why would they know any better?? Noticeable observations: - Maintenance of the buildings including grounds cleanup of trash to keep rooms, hallways, walls presentable. Cleanup of bottles, dishes near elevators/doors needs to be quicker. We saw same dishes/bottles and glasses near elevators almost daily. Granted they were service elevators because passenger one was being upgraded, but do guests need to see that?? - Adults only is not true. Saw kids everywhere which is fine but then don't post - "Adults Only" - Best restaurant was ZEN- Teppanyaki. With that being said, the portions are very small and taste/flavor at the other restaurants were subpar if that. - Breakfast- Go to either Dorado or the buffet - Fully stocked mini bar only includes following: Sprite, Coca Cola, Waters and 2 beers (If you like Heineken and their brands) - Pools/hot tubs/beach were great. The bartenders at all the bars including the 3 swim up ones were also awesome. Very courteous and accommodating. - Channel guide and instructions for TV use should be included in room

JackSO Clean Power Wash & Mobile Detail

For starters the location is beautiful, but it takes about 2 hours from the airport. Winding roads like a roller-coaster. Anyhow the resort needs renovations big time.We came back from the beach and are room was almost flooded from water coming out of the ceiling. They showed no urgency of moving us and told us we had to see if maintenance could possibly fix laughable. The ceiling drywall fell we finally got move a few doors down which took over a hour while water was still flowing from ceiling. The beach is full of rocks and seaweed....man made. For the money you spend it is truly underwhelming and not worth it. Food was just ok for us nothing of any real culinary experience, mostly cold....Every bar is out of mint leaf when it comes to making mojitos, the one bar lady said we are out of mint leaf but mean while a whole bucket of mint was sitting literally right in front of me and my wife. Try ordering a mojito and 9 out of 10x s they will be out of mint leaf. The butler's were very special and great thats why I will give it atleast a 3 star. Butler's Esther and Garvin they get the 5 stars.

Scott Mcveen

St Lucia is beautiful and the people are amazing. This hotel is not however. I am easy to please but the service from management here was awful, and I was assured I would get an email from the property manager (who was on holiday) after I returned home to discuss our stay. I have sent a dozen emails which zero have been returned. The actual staff at the hotel was hit or miss but off site everyone was amazing. There are many hotels to choose from and speaking with people on our excursions we stayed in a 5 star that's basically an outdated motel with awful all u can eat food that is worse than a hometown buffet. Our swim-out room was in poor condition and smelled awful, after switching rooms it was essentially the same. Old Beds, old furnishings, poorly kept up and poorly cleaned. The landscaping was excellent, which we found out was done by an off-resort company, makes sense. I spent hours calmly trying to resolve these issues with the manager of our side and then eventually a duty manager for the resort (in charge because the resort manager wasn't there) I asked for the resort managers card over and over, they "couldn't" give me one. Steer clear of this dump, but do not steer clear of St Lucia it is beautiful and I will go back and clearly stay somewhere different.

Nicole Ashton

Our trip to the Hideaway Royalton St. Lucia was a trip to remember. Although the location is a 2 hour drive from the airport it was worth the wait but prepare for a long travel day. We were diamond club located in building 1 over looking the ocean and a view with mountains and the sunsetting right across from the room. We had Esther & Gavin as butlers, Esther was extremely helpful and made our trip extraordinarily special. The entertainment staff were high energy and engaged, Travis who led the Olympics and the Bingo was both funny and inviting. The diamond club amenities are a fair walk down the beach for those staying in the hideaway and we didn’t seem to have many perks from others we spoke with. We didn’t get our beach bag, we didn’t get priority room service and we had to make our dinner reservations via the app. The resort was clean, some areas were under renovation that were inaccessible to guests. Check-in was a long and unwelcoming experience. Most staff members were friendly and attentive. Over all this trip was one to remember and we would recommend this resort to others.

D S D

If I could only give zero or negative stars 🌟. This resort deserves to be shutdown & the employees need years of customer service training. What was supposed to be a romantic getaway turned into a complete disaster that we couldn't wait to get away from. ​I wanted to love this resort, but unfortunately, the Hideaway at Royalton Saint Lucia fell short of nearly every expectation. For a premium "adults-only" experience, the reality was a chaotic, poorly managed disappointment. From the moment we checked in, the staff at Hideaway seemed annoyed at our presence. Taya was especially nasty, instead of welcoming us with a warm & friendly smile. Her tone & facial expressions were nasty & combative. We sat down to check in & she immediately demanded my credit card for the incidental charges. I brushed it off that she may be tired as our flight was delayed & it was a night time check in. Everything started to down hill from there. On our first full day there our room leaked. We informed our butler & called the Hideaway front desk & we were told that maintenance would be up to our room. Our butler informed us that he elevated the issue however, NOTHING HAPPENED. The next night while getting dressed for dinner. Our room began leaking again, we went down to the Hideaway check-in & we stood there for 10 minutes waiting for someone to acknowledge us. A white couple came in after us & the immediately acknowledged them. I said, no this is not happening as we have been standing here for 10 minutes & no one as much as said we will be right with you. Taya was there again, made eye contact with me & proceeded to ignore my husband & I. I stated that I wanted to speak to the manager, One of the staff members Cathyanne said the manager is not there. I requested his contact information & she told me that she is in charge for the day & did not provide me with Hideaway manager's information until I demanded it. I informed her that her behavior was discriminatory. I finally was given Mervin Ferdinand's information. No one came to rectify the leaking in our room up until 9pm. We were moved to another room that has no TV, an inoperable sliding glass door. We called our butler again. They put a TV in the room however it did not work. They told us that IT left for the day & we would not be able to get IT until the following more. Mind you this is already day 3 of a 6 day vacation. 2 nights a room that leaked. No TV & a broken door in another room. No contact from management until day 4. We met with Mervin & he told us he was never informed of our issues, then proceeded to say he was going to try to get us compensated. On night 4 we went to have dinner in the steakhouse. We were seated in a hot section of the restaurant & we were asked to be moved outside. We were told there were no seats outside however, there were indeed seats outside & other persons were seated. At this point, my husband began looking for other places to stay. Our butler was beyond shocked at the treatment we were receiving & continued to reach out to management. The following day 5 Mervin, handed us an NDA to sign stating that we will be compensated for 1 night. Why is Royalton forcing guests to sign an NDA BUT DID NOT COMPENSATE US FOR OUR HORRIBLE EXPERIENCE? It has been 3 months since our awful stay. Marriott Bonvoy was contacted & a case number was provided to us & nothing was done. We spend almost $5,000 for what was supposed to be a special anniversary vacation & it was the worst experience of our lives. Cathyanne, Taya, Mervin & Razaria need customer service training or proper supervision. We have been to the Royalton in several countries & St. Lucia 🇱🇨 was horrendous. We WILL NEVER RETURN TO ANOTHER ROYALTON UNTIL THIS IS RECTIFIED. I have informed all of my friends & family about this experience & my next step is to take it to all of my social media platforms. I should have went to Jade Mountain Resort or Sandals.