Royalton Hideaway Saint Lucia An Autograph Collection All Inclusive Resort Adults Only

Its not Hideaway by Royalton its a stay-away! This hotel is no where near a five star or even a 4 star! It says Adults Only! No, you share everything with the Royalton family resort! The only thing you get is, a small pool section for Hideaway guest, and a corner beach section near the beach stones… The service is horrible!!! You self serve on the beach and pool area. Out of the 6 nights I was there, the servers probably approached me twice and asked if I needed anything. Hotel cleanness is poor. Our feet turned black walking barefoot…. The room temperature of the room was too hot and they never made any adjustments. In addition, upon arrival we didn’t get a warm welcome. As we arrived, they sat us in front of a desk, and ask for your passports and than said you have to pay taxes! Not how was your flight, would you like something to drink… all they thought about was $$$. Room service is the worse… don’t bother! First of all it’s not all inclusive because they limit the amount of food you can order per person. All activities end at 10 PM… Saint Lucia is a beautiful place to visit, but this hotel ruined it for me every time I was enjoying myself someone knew how to disappoint me. If there is anything you are going to take from this review… STAY AWAY! Don’t waste your money and time… This will ruin your vacation. During my stay 2 sets of couples did early check out.

This was, by far, the worst experience I have ever had at a property in the Caribbean. 14 of us traveled to Saint Lucia to celebrate my 60th birthday and we were all met with disappointment after another. I informed the resort at booking that it was my birthday and again at check-in, additionally I wrote it on the paper check-in form. The staff acknowledged my birthday the day after with 3 balloons. Hideaway check in -This process was disorganized and lengthy. They only had two staff members working check-in and there were at least 40-50 people waiting to check in. It was like the staff was unaware of how many guests would be checking in. There were no official staff to welcome us to the resort, no greeter to say help yourselves with refreshments and no one took charge of the chaos. They also had issue with their new key system where only one key per room would work. One of my friends was unable to access her room for 36 hours and no reasonable accommodation was even suggested (no upgrade, no new room) they had to wait on property until they could fix the key issue with their room. Customer Service - the staff was indifferent and lacked basic customer service skills. When staff presented good customer service skills, they lacked follow-up/follow through skills. They often committed to providing you with something but never followed through. Despite repeated requests, I was continually told the manager was unavailable or busy with other guests. Finally, at about 9pm at night I was able to catch the manager on duty, and he was just as indifferent as the staff. His response to my friends not having to access their room for 36 hours was he needed to cover it with the General Manager that he didn't have the authority to provide them with a discount or comps. They safe in my room was not working - I was informed by front desk that I had to stay in room for them to fix the empty safe. We waited about an hour and then just locked our valuables in the suitcase. FOOD -Room service is 24/7 and takes about 1.5-2 hours (even though they do tell you 45 min) to come. The buffet food for dinner and lunch was very bland and out of all the items it was hard to find something that tasted good. They wait staff was slow on replacing items on the buffet, they ran out of napkins on day two and the seating process was slow. We were told to use the app to make reservations for the other restaurants, however, the app never worked. Guest services were able to assist with reservations at the Hunter Steakhouse. We had reservations at 6:30pm and it was 8:30pm before our meal was served. The entertainment was lack luster and the DJs didn't know how to read the room. The bars were substandard with their liquor selection and ran out of liquor, specifically Tequila. To top it all off 10/14 of us got sick while at the resort. The one positive was the landscape was beautiful and well-manicured.

I would never recommend this hotel to anyone. From the first moment service was horrendous. We arrived to the Hideaway lobby, a separate makeshift building separate from the rest of the hotel. The staff had to pull out a folding table to check in our party and was completely ill equipped to handle more than a single party during check in. The woman who managed the buffet in the lobby was rude and angry that I even ask for a coffee from the machine, after a 2 hour ride from the airport. The rooms were generally OK but were very damp and smelled strongly of mildew the entire trip. The beach and the grounds were pretty and well kept (other than the lounge chairs and towels which were falling apart and dirty). The food and service were the worst part. Almost every meal was completely inedible. If you like drinking, this is fine as most of the hotel guests only could care to sit at the bar all day and night long. Some of the staff was friendly - some were incredibly rude and off putting, but overall everyone acted as though they were being inconvenienced by any simple request. I am angry that I paid the amount of money I did to stay here.