TripAdvisor Traveler Rating

If you're expecting luxury at Royalton Resort, think again. From the moment we checked in, it was clear this resort fell far short of its advertised standards. Instead of being welcomed into a serene, upscale environment, we were shocked to hear numerous arguments between guests and staff. It quickly became evident that these disputes were due to the abysmal customer service. Never in my life have I witnessed hotel staff yelling at guests (for issues that were the fault of the hotel)—it was both unprofessional and unsettling. The room we were assigned was a disaster. A strong smell of mold permeated the air, and visible mold spots (see pictures) were apparent throughout the space. To make matters worse, the toilet didn’t function, and upon pulling back the bed sheets, we found blood stains —a horrifying and unacceptable oversight. When we let the hotel know, we did even get a basic apology, let alone empathy. The elevator in both the hotel room and the main lobby was out of service during our entire stay, and despite informing the staff about my parents’ walking impairments, they were assigned a room on the third floor with no option to relocate to one that would not require the use of stairs. When we asked them to drive my dad to the restaurant (because their elevator did not work), the amount of times they rolled their eyes, and begrudgingly took him (and speeding unsafely) was beyond me. The lack of empathy and willingness to assist was appalling. Room service was a joke—it took four hours for any request to be fulfilled, and the mini-bar was never stocked (even after telling reception 2-3 times and being assured someone would fill it up). As for the food, it was so bland across the board, except for the Calypso restaurant, which was the sole bright spot in an otherwise bleak dining experience. We ended up going off resort to have food, and off resort the food is amazing (check out Matthews restaurant). So people on the island know how to use flavour, the resort intentionally chooses to not care about food tasting edible. The chef at the Zen restaurant and the vibe team were the only staff members who seemed to have any semblance of enthusiasm or know what it means to smile. Everyone else appeared utterly miserable to be there or to do their job, contributing to the overall oppressive atmosphere. Adding to the chaos, nothing at this resort worked. As mentioned earlier, the elevators were down and there was no functioning coffee machine at the Hideaway Lobby. As someone below said "unfortunately" was a common word used by staff because nothing worked. The entire property seemed plagued with issues, and the management's inability or unwillingness to address them was glaring. I’m genuinely baffled by any positive reviews I read here. Every guest I spoke to during my stay was equally dissatisfied and vowed never to return. Tip: Save yourself the stress and disappointment—Royalton Resort is not worth your time or money. It’s unprofessional, unorganized, and a far cry from luxury. Avoid at all costs. For Royalton staff reading this review. Please do not respond with a generic message. Do better and take this feedback and do something with it. People are complaining about the same thing, make the changes. Teach your staff a course on hospitality and customer service, pay them better so they are less miserable, invest in providing better food. Do better.

We came here to celebrate our 30th wedding anniversary and had to book just a few days ahead after Sandals cancelled our booking with 4 days notice. we were a little worried as some of the reviews here are mixed but we had nothing to be worried about. St Lucia is stunning, the resort is great with a great choice of restaurants , beautiful pools, a good beach and plenty of sun loungers. The quality of the food was really really good and the drinks are good. I loved the staff, all of them and I could listen to the lovely ladies on the Aquarius bar all day long, the staff work long hours and yes some are more chatty than others but they are all lovely people. The house keeping staff in block 2 were great, so yes, there were a few times I had to ask for something again but it was all good, the fridge in our room was topped up prob 11 out of 13 nights. Our room was in hideaway which was lovely and the Dorado restaurant had great breakfast and dinner choices .We were so chuffed when we came back to our room on our anniversary to find a bath had been drawn and there were rose petals around the room with a card and wine. `this was such a lovely touch and we were really surprised. `there are some ares, particularly maintenance that could be improved, paint wiped on doors, some really bad locks on doors , the lift not working , and improving these bits would make the resort 5/5 but there was nothing here that remotely bothered us on our stay and we felt really well looked after the whole time. I would return back in a heartbeat and hope we can one day.

Deserves 5 star status! After visiting this hotel I can honestly say that this is truly a wonderful place. Not many hotels in the Caribbean are 5 star even though they claim to be. The check in process was seamless even though we were advised that there was 170 from our flight that were checking in We were greeted at hideaway with a full drinks selection and a variety of hot and cold buffet to nibble on whilst checking in Our room 2109 is also pleasant ( I think the damp smell that people experience is because of the sea being so close)but they are very clean and well maintained. If you want things like slippers you just order on the app! We are going to try all the different eatery’s as we can. Hunters today! Dorados yesterday! I’m here for a week (this is day 3) staff are all really pleasant and welcoming!

It's an ok hotel, not wow, not 5 star but is 4 star. We are in block 2 of the hideaway and for 5 days the lift has been broken which has resulted in the bar and milk not being replaced. The lift in the main block also been out for 5 days and the escalator still not working. Hideaway reception not interested and all TUI reps there for is to sell excursions. In the hotel they like US dollar outside they like EC dollar. Food in main buffet good choice but cold. Plenty of sunbeds. At weekend Americans arrive to party long and loud and the hotel lives them as they are big tippers. I wouldn't stay at this resort again. It's not bad but not great, just ok. Not worth the money. Some staff are brilliant and some very poor. Hotel know they have issue and say they are working on them. All beaches in St Lucia are public. So children are allowed in diamond club and hideaway beach but can't use beds.

Sold as a premium property. It was not. From arrival to departure the key service word was "unfortunately" e.g. unfortunately, your room is not ready on time and the restaurant reservation you requested cannot be confirmed... The special offers and programs were completely ignored. The requests made were reasonable, within the advertised rating but were "unfortunately" denied. There were many service issues such as failure of simple courteous communication, room readiness and and check out timing. There were property issues including a mold scent in the block and a broken elevator. Perhaps the most laughable was the over one hour room service response with inedible food. At checkout, I requested a management conversation. When "unfortunately" no manager was available, I asked for a call or e-mail. No call or e-mail were received now weeks later and there is no evidence of an effort made by management to communicate. Hideaway and its staff did not meet the five star rating advertised. Its management is either unaware or uncaring.