Royalton Saint Lucia Resort

We arrived at the resort at 1.30 pm and were told that the room would be ready at 3 pm. Had lunch, returned and was told it would not be ready until close to 4 pm. I returned at 4 pm to be told it still was not ready. Around 4.30 pm I was informed I had been upgraded to a family suite but could not go to the room because the manager needed to inspect to confirm that it was all in order. Eventually, we got to the room after 5 pm. And then my key did not work so had to walk back to front desk (from building 4) to sort. Mini-bar was empty and had not been stocked. I just wanted water and after at least 5 calls to various contact numbers listed in the resort information and a visit to front desk, just gave up. Everyone either said they would sort it or call the relevant person, etc but clearly that never happened. I only managed to get some water the following day after bumping into housekeeping while sorting other rooms. Service was, in some areas, slow, disinterested and not to the standard that one would hope for at a resort such as this. Amenities such as pools and equipment such as kayaks and paddle board were good, the activities seemed to go down well with guests and the gym was very well equipped. I enjoyed two morning sessions with the trainer. We ate at the main restaurant for the short stay and the variety was quite a hit with my mother. I particulalrly enjoyed the local options (yummmm). Kudos to the head of desserts, there were some yummy treats. Overall not a bad stay but not what I hoped for.

We have just returned from our 2 week holiday at The Royalton St Lucia - prior to coming I was more than anxious reading the reviews . I now know you have to take the review’s with a big pinch of salt. Yes this resort had faults but it absolutely doesn’t deserve the bad reviews it has recently received. We booked Diamond Club - our room was beautiful and spacious for the four of us - we were in building 8 - overlooking the bay - a view I could look and hear forever. Our room was looked after by the lovely Cynthia and Mary. Diamond Club pool was lovely and quiet for the majority of our stay - Inga at the bar - what a wonderful girl she is - so happy to see us - caring when I hurt myself and then knew me as Miss Clumsy! Dips bar - the children loved to swim lengths there and met the lovely Garie - such a lovely character and we will always cherish the laughs we had at the Diamond Club pool throwing the ball - Garie your mission is to find the one we lost! Ronald - Diamond Club office - always took the time have a chat . Grande Marche buffet -we had it for breakfast the majority of the stay as Grazie (for Diamond Club) wasn’t open - it was fabulous- the choices were amazing - get there for 7-7:30. When Gracie was open for breakfast and lunch it was beautiful. We were lucky to sample all the restaurants twice - the app is a nightmare tbh but we got sorted - if a problem book at the desk outside Grande Marche? The big downside unfortunately for the resort is the evening entertainment at 9pm - it’s not good - we usually went back to the room at that time tbh. If the resort put the 7 & 8pm entertainment on at 9pm it would be much much better. Also the Lobby Bar was completely closed the entire time we were there -that was a shame as upstairs has a lovely view and is quite chilled. The Martini Bar is a bit of joke - very limited- no menu - and when asked for a cocktail we were told to think of something?? Sports Bar - very industrial- no atmosphere- staff that aren’t interested unfortunately.Tho my children liked the pool table/air hockey and darts (when the darts hadn’t been wrecked!) Coffee Shop - lovely selection of sandwiches/ice creams/coffee- very friendly staff too. Take a trip to the Piton’s - mud bath - waterfalls- Pigeon Island - the Friday Street Party. What we took from our trip ? Pay it forward- be kind and respectful to staff and you will get it back in buckets. We witnessed a lot of disrespect from certain nationalities that was absolutely uncalled for. We had a lovely 2 week holiday that was very much needed. Thankyou Royalton for the memories.

We booked a Luxury Diamond Club Penthouse Suite and were not put in a Diamond Club Building, in fact we were put in a building that was as far away as you could get from the Diamond Club and, as a result, did not take advantage of the Diamond Club. I’m a lifetime Titanium Elite member and have never stayed in a Resort or Other Marriot property as bad and poorly run as this one. We were on the 5th floor of building 4 and the elevator broke down multiple times. My wife and I had to walk up 10 flights of stairs to get to our rooms multiple times. Not acceptable and indicative of the poor repair of this Resort. Went to dinner and multiple times they did not have vodka except for the house brand, which isn’t drinkable. My wife wanted Chardonnay wine for dinner and I couldn’t even buy it as it wasn’t available, this existed for the entire 14 days we were there. Restaurants would be closed when they showed that they were to be opened. I’ve never seen such a poorly managed property. When I complained about the elevator not working I was told to come to the front desk, how insensitive could someone be when I’m on the 5th floor and I told them I’m 74 years old. A truly horrible experience. Building 4 has a service elevator but the staff use the regular elevator to move totes, mattresses, etc., service elevator must also not work. I would avoid this resort. I contacted Marriott they said the resort would contact me but one month later I have not received a response from the resort. The offer from Marriott for my “inconvenience “ was a joke.

Hotel itself is beautiful and in a lovely location with very friendly staff and excellent food and restaurant options. Personally from own experience I would not upgrade. It does come with benefits like butler service and dining areas for diamond and hideaway guests only however…. We have found normal Royalton passes to be using these facilities. The butlers only seem to be good at booking the table reservations which did help as trying to get a booking at the restaurants seemed some what tricky. When dining in the ‘fully booked’ restaurants it amazed me with all the empty tables. Service itself is very slow especially waiting half and hour to get served at the ‘Score’ bar in an evening. The men seem more interested in looking for potential suitors. The journey from the airport to the hotel was very long and roads are not great. If you get travel sick as I did, make sure you take some sickness tablets as soon as you get off the plane. We booked a horse ride online direct with ‘North Point Riding Stables’ which the hotel was not offering under there excursions which baffled me. We found this to be amazing and literally next to the hotel rather than travelling an hour away from the one that they use! Horses were looked after and the hack was beautiful with us going into the sea.

June 24, 2025 Re: Disappointing Experience – Royalton Hideaway Resort St. Lucia (June 16–22, Room 3106) To Whom It May Concern, I recently stayed at the Royalton Hideaway Resort in St. Lucia from June 16–22, 2025. I was a guest in Room 3106 and had opted for the “Diamond Club” experience. I’m writing to express my deep dissatisfaction with this stay, which unfortunately was the worst I’ve experienced in my 14 years of group travel coordination with my sister Each year, we organize trips with 30–40 friends and family members. This year, we were a smaller group due to graduations, which now seems fortunate given the experience. Diamond Club Disappointments As a Diamond Club guest, I expected the premium experience your resort advertises. Instead, I left feeling misled and overcharged. Key benefits were not delivered or even mentioned: 1. Diamond Club Pool – Never advised of its existence or access. 2. Diamond Club Lounge – Had to find it on my own. I was not given directions when I checked in. 3. Butler Service / Ice Bucket – No daily ice bucket provided. Never around. 4. Premium Liquor Bottle – Not received, not discussed. 5. No Premium Liquor – Horrible selection of Non-Premium Liquor in Diamond Club Housekeeping Issues • Face towels were consistently unavailable. • Requests for towels were ignored until I submitted a written complaint to Guest Services. Food and Beverage Failures Bars and Restaurants: 1. The Martini Bar consistently lacked ingredients (lemon, mango, or apple mixes), making it impossible to order standard martinis. Staff repeatedly pushed rum punch as a default. 2. Pool Bar ran out of ingredients for common drinks like Miami Vice. 3. Poolside staff were unable to provide bottled water. When we retrieved it ourselves, we were told there was a limit of three bottles per person—at an all-inclusive resort. Staff stated they could not retrieve bottle water. 4. Across all restaurants, even as Diamond Club members, only well liquors were available. No premium options were offered or served. Dining Experiences: • At the steakhouse, we were informed—before ordering—that ribeye, sirloin, and ***** steaks were unavailable. The crab cakes we received were served cold. • The Italian restaurant ran out of tomatoes, so a Margarita pizza couldn’t be made. They also lacked grated cheese for pasta. • Oddly, the sports bar served the best food of the trip—better than any specialty restaurant. • The Diamond Club Lobby served cold, stale food and was plagued by geckos crawling on the wall near uncovered food trays. Staff and Service While much of the staff lacked professionalism and hospitality, a few employees stood out: • Amanda at El Dorado – Exceptional service. She made every effort to ensure guest satisfaction. • Lobby bartender at Hideaway – Always friendly and welcoming. • Waitress at Calypso - Was nice and accommodating However, these few positives were overshadowed by repeated rude interactions, lack of service, and apparent unders

My daughter visited Royalton with her teachers and peers from summer camp and she had a blast! She couldn’t stop talking about all the fun she had. We have been to Royalton as a family as well and were treated nicely by the staff from beginning to end. Although it was just a day pass, we thoroughly enjoyed our time.