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

Customer Ratings & Reviews

TripAdvisor Traveler Rating

3273 reviews

• 

  Run!!!! This place needs to be closed.

  Absolutely Disgraceful – Bedbugs, Broken Facilities, Appalling Service and Zero Accountability! If I could give Royalton Hideaway Saint Lucia ZERO stars, I absolutely would! I have stayed in many hotels around the world, but I can honestly say that this has been one of the most disgraceful hotel experiences I have ever encountered. For a resort that markets itself as a luxury destination, the standards of accommodation, customer service and management accountability are nothing short of shocking. We booked a six-night stay from 1–7 November 2026. However, within just two nights, we had experienced enough to make us leave the hotel early on 3 November. Firstly, the bed appeared to be infested with BEDBUGS! We discovered spots of blood on the bedding throughout the night. This alone was utterly unacceptable, particularly for a hotel charging luxury resort prices. As though that wasn't bad enough, the air conditioning wasn't working, the television wasn't working, and despite repeatedly raising these issues with staff, we were given endless assurances that everything would be fixed. Nothing was ever fixed. After two nights of this appalling experience, we decided we simply could not continue staying there. And this is where the experience went from dreadful to absolutely outrageous. Despite paying for SIX nights and staying for only TWO, the hotel has failed to refund the FOUR unused nights. Even more astonishingly, my booking now appears to reflect only a two-night stay, despite the fact that I paid for six nights and have received no refund! I have repeatedly contacted the hotel requesting a resolution. I have even escalated my concerns to the CEO, and the response has been COMPLETE SILENCE. No apology. No accountability. No meaningful response. No refund. We were not the only ones complaining a couples honeymoon was ruined by the this shambles of a hotel. What kind of supposedly five-star establishment treats paying guests with such blatant disregard? It is bad enough to subject guests to unacceptable room conditions and broken facilities, but to then ignore their complaints and retain payment for nights they did not use is beyond disappointing. The most shocking aspect of this entire experience is the apparent indifference of management. Once they have your money, customer satisfaction seems to become completely irrelevant. My advice to anyone considering booking Royalton Hideaway Saint Lucia: THINK VERY CAREFULLY BEFORE PARTING WITH YOUR MONEY. Do not assume that the luxury branding or premium prices guarantee acceptable accommodation, functioning facilities or even basic customer service. I certainly did not expect to pay thousands for a holiday only to encounter suspected bedbugs, broken facilities, repeated unfulfilled promises and management who seemingly cannot be bothered to respond to a legitimate complaint. Never again.

  Nov 11, 2026
• 

  Awful

  The hotel was good from far but far from good! Our room had so much mold on the walls, ceilings, linens, etc. The room smelled like mold so badly. My husband sleeps with a CPAP machine and when we came home, he put it on his face and could not believe how strongly it smelled of mold. He couldn’t use it. We had to replace every single part of the machine to try to get rid of the smell. Housekeeping only came three times in 7 days. We called the front desk on day one to tell them our shower head was broken. No one ever came. The service was horrendous. No one cared about us. It’s like we were bothering them by being there. Even though the 10 of us weee tipping generously. The food was awful. We all dreaded eating everyday. The views and the grounds were lovely. Although, the swim up pools were not cleaned in the whole week we were there. We had to scoop out several dead frogs while swimming. Other than the family/friends we were there with, the trip was really unsatisfactory. We were so very disappointed.

  Nov 05, 2026
• 

  great resort, beach was poor because of seaweed problem

  Nice resort. Couldn't enjoy the beach because seaweed grew in the water at the small beach area. We booked the upgrade and had butler service and our two butlers were wonderful. Being that we went in October when the resort is not crowded, we became frustrated about the random unannounced closure of this restaurant or that restaurant. Seems that the pool bar staff weren't very pleasant in that. they didn't extend a greeting or smile when waiting on us, even though we alway tip them when getting a drink.

  Nov 05, 2026
• 

  The Royalton St. Lucia: A Disappointing Experience from Beginning to End

  The Royalton St. Lucia was HORRIBLE! I am generally very understanding when it comes to resorts, especially in the Caribbean, and I rarely expect perfection. However, this experience was unacceptable. Check-In: Absolutely Ridiculous Registration took TWO HOURS! Multiple staff members walked around telling guests they would be right back to assist, only to disappear. Completely disorganized and frustrating. Diamond Club vs. Everyone Else If you are not staying in a Diamond Club room, expect to feel like a second-class guest. I wanted a swim-up room, but because Diamond swim-up rooms were limited, I booked a regular swim-up room. What a mistake! The water was FREEZING. Meanwhile, the Diamond Club swim-up pools were warm and comfortable. The difference in experience was ridiculous. Rooms & Maintenance: Outdated and Broken The rooms are dated and poorly maintained. Our refrigerator never got cold, and the ice machine was not working. Several pools and hot tubs were empty or out of service. The resort has so much potential, but the maintenance issues are glaring. Customer Service: Seriously Lacking Calling room service was a disaster. When I explained that the menu on the television wasn’t working, the representative actually hung up on me instead of helping. Room service was painfully slow. By the time your food arrives, you may have forgotten you ordered it. The staff, particularly several female employees I encountered, were unnecessarily rude and unhelpful. Hospitality and customer service were clearly lacking throughout the stay. Food: Some Highlights, But Nothing Extraordinary The buffet food wasn’t terrible, and there are several restaurants on property. Honestly, the BEST food I had was from the little food-truck-style spot serving jerk chicken. That was the standout! The Wedding Experience: Completely Unacceptable This was especially disappointing because I was there to celebrate a wedding. The ceremony audio equipment was outdated and repeatedly stopped while the officiant was speaking. When it was time for the exit music, the equipment wouldn’t work at all. No apology. No acknowledgment. No concern. The reception setup was completely wrong. When staff were informed, their response was rude rather than accommodating. To make matters worse, the lights repeatedly went out, leaving guests sitting and eating in the DARK. For a resort hosting weddings, this was an embarrassing and unacceptable experience. A special occasion deserves far more care and professionalism. Checkout: 30 Minutes and Not Even a Thank You Checkout took approximately 30 minutes. Not even a simple “Thank you for staying with us” or acknowledgment of our visit. NEXUS TOURS: Avoid! Do NOT use NEXUS TOURS for anything! In my experience, they were incompetent, poorly prepared, disorganized, and slower than molasses. Absolutely not worth the frustration. The Only Saving Grace If it had not been for the AMAZING group of people I traveled with, this trip would have been an absolute disaster. Final Verdict: The Royalton St. Lucia has serious issues with customer service, maintenance, organization, and wedding coordination. Beautiful surroundings cannot compensate for poor hospitality and a lack of professionalism. I would NOT return, and I would NOT recommend this resort based on my experience.

  Nov 04, 2026
• 

  Royalton Hideaway has a LONG WAY to go. Not impressed.

  It was not up to the Marriott's standard. No wow factor, nothing impressive. There was a lot of construction happening on the property. As the staff was nice and very friendly, the service was subpar. Room service told us 45 minute wait each time we ordered breakfast and with that we waited LONGER than 45 minutes. I am not sure if the off season warranted less staff but there was not enough staff on duty. There was a major pool closed. For dinner, the restaurants were not opened everyday. We were limited to two packets of Ketchup per person for hamburger and fries. we were limited to two face towels per room. THAT WAS RIDICULOUS. There was no nightly entertainment other than Karaoke. Also, for many of the guest, they had to suffer in the heat. The electricity went out in two buildings so some guest was without air for two days. Since there was two big weddings, the resort was booked and because of room renovations, there was limited rooms for guest to change to an operating room. I will say, the beach was clean, ample chairs and free cabanas, it's a beautiful location.

  Nov 04, 2026