Royalton ResortsReviews of royaltonresorts.com

Words fail me - I have never felt so disappointed and very much disrespected in my entire life that I feel the need to right this review. This hotel and staff were so sub standard, their 5 star rating is a joke and should be removed by Tui from their website. The whole experience has left me very unhappy with numerous incidents to report on from the lack of customer service, staff need re-training in their bars/restaurants, had to have meetings with hotel beverage managers and Tui rep to report ongoing issues including the attitude and behaviour of their of staff towards people of colour, being ignored and talked about in the bars and dining halls/restaurants and the lack of attention to detail from staff including spoiled birthday surprises, the spilling of wine on the dining table, spilling of water on our party, rushed dining experiences, not to mention my whole party have been unwell whilst we were there and since we have returned with stomach complaints which is not surprising as we were served sub standard lukewarm, tasteless food which was under cooked and very poor in quality. The only positive was the staff member cooking fresh omelettes daily who was on point and served the hottest food and was always polite. We had money stolen from our room on the second day of arrival, which resulted in the police being called as the hotel were unable to suitably resolve the situation, there were other daily incidents which were reported. All in all, a very bad experience, I would never want to repeat and for anyone else to be subjected to.

My room was basic at best with scratches all over the floor and stains on the couch. Since I work for a hotel, I can almost let that slide. The service, however, was atrocious!!! The staff acted as though they were doing us a favor, barely greeted us(me and my party) when they would see us. We came to the conclusion they were somewhat racist as we observed them act quite differently with the Caucasian guests. I am aware they are black largely, but they will tell you they do not identify as such. We had money stolen, staff refused to serve us and were just plain rude. The guest services manager tried but the 2 stars tells me all I need to know. They need an overhaul of their staff and need to provide training in customer service. The food left so much to be desired. The breakfast with the exception of a fresh omelet, was cold and not very tasty. Even the restaurants on the grounds had terrible food, an unidentifiable substance they called steak, freezing ribs with a very sugary and otherwise tasteless sauce and other food that was just unacceptable in a so called 5 star resort. The entire experience was so far below my expectations, I will never return. Got a stamp in my passport though!! 🤪

Definitely not a five star hotel. 3 at best Everything is just barely ok. Grounds don't have a Caribbean feel at all. Pools surrounded by concrete. Lazy river has no current. Food is ok but thats it - just ok. Sometimes quite cold as well. Being an American chain they have cornered the market on how to charge extra for just about everything. Upgrade to ocean view not worth it - ocean view in ALL of the "ocean view" rooms must be obtained by standing outside on a corner of your balcony - just a glimpse of the ocean for one person to view at at time. This is not just my room but in all of them save for a small handful rooms allocated only to the diamond club. Pretty sad...

Prime Travelers Club Sales Tactics Ruined Our Stay Our vacation at Royalton Splash Cancun was overshadowed by an extremely deceptive and high-pressure Prime Travelers Club sales presentation. We were told it would be a 90-minute presentation and made it clear we had a strict time limit. Instead, we were kept for over four hours, pressured to sign documents without adequate time to read them, and repeatedly denied requests to return later. And our IDs and credit card were being held so we couldn’t just walk away. I became lightheaded from not being allowed time to eat, which we also communicated. Within hours of signing, after finally reviewing the paperwork, it was obvious the membership was nothing like what was verbally promised—full of restrictions, hidden fees, and far more limited benefits. We cancelled the next morning but still lost a $995 “non-refundable” administrative fee. We wasted more than seven hours of our vacation dealing with this and the stress ruined the rest of our trip. The cancellation process was also filled with errors and conflicting information. If you stay here, skip the Prime Travelers Club presentation entirely. Because of this experience, we will never stay at a Royalton resort again.

We booked a 7-night luxury all-inclusive vacation to Royalton Saint Lucia through JetBlue Vacations, paying over $5,100 for a Diamond Club package. During our stay, the resort experienced a multi-day air-conditioning failure that made our room uninhabitable for sleeping in a tropical climate. This issue was acknowledged by both the hotel and JetBlue Vacations. Where JetBlue Vacations fell short was accountability and resolution. Although JetBlue contacted the hotel, they deferred responsibility entirely when the hotel declined compensation. JetBlue Vacations then issued a $400 future-use credit, rather than compensation tied to the trip we already paid for. As the seller and payer of the vacation package, JetBlue Vacations should stand behind the product it sells. A future credit does not reasonably compensate for loss of use, lost sleep, and essential amenities not provided during this trip. JetBlue Vacations may be convenient for booking, but travelers should be aware that when serious problems occur, resolution may be limited and responsibility shifted back to the hotel — even when JetBlue sold and collected payment for the package.

Royalton Hotel St Lucia. Right deserves its reputation as the worst hotel in St Lucia. Location great but hotel standards very poor. Staff don’t give a damn (must be paid peanuts). But worst of all …. The noisey entertainment. So loud every night, bong, bong drums, awful singers. Clearly failing to entertain so their answer is “turn up the volume.” Can’t escape the noise. DONT GO!

My experience at Royalton Saint Lucia compels me to warn future guests. This resort markets itself as five star, yet fails to meet even basic expectations—let alone luxury standards. 🛎️ Communication and Service Failures - It took three weeks to get a reply to my emails before arrival—unacceptable for any hotel. - When my queries were finally addressed, they were handled by one staff member. Once off duty, the matter was dropped. - My in-laws waited two hours at check-in with no apology. - I requested a late checkout on departure and was told I’d get a call back. Over an hour later, still nothing. Perhaps the message needs to be sent to the moon and back. 🧼 Room and Facility Issues - Our room was cleaned twice in seven days. The minibar was restocked twice, though it should be daily. Toilet paper was inconsistently replenished, and shower gel was missing from day one. - Air conditioning was poor—not just in our room but across common areas. The heat was relentless. - The resort promotes its app for reservations and service requests. It’s unreliable. A beach staff member (Eric) admitted it “doesn’t work most of the time.” - Requests for shower gel and AC maintenance were marked “resolved” but never addressed. A chat via the app promised a reply in 15 minutes—it took two days. - No iron or ironing board in the room—basic amenities you’d expect even in a roadside motel. 🤷 Staff Attitude and Hospitality - With very few exceptions, staff were rude, dismissive, and condescending. This was unanimously felt across our party of nine guests in four rooms. - No one helped with luggage on arrival. - Asking for tea or coffee felt like asking for gold. - Plates were removed while guests were still eating. - One staff member even “steupsed”—a gesture of contempt that speaks volumes. - When I raised issues at checkout, I was met with a flat “okay.” - While waiting endlessly at the poolside bar, another guest approached me and shared that his group had experienced the same problems. This is not isolated—it’s systemic. ⚠️ Physical Condition and Safety - The resort is rundown: marked walls, dirty windows, cracked tiles, broken elevators. - I tripped on a raised tile and injured my foot. I have photo evidence of both the hazard and the injury. My foot remains sore, and I will be seeking compensation. No staff member asked if I was okay. - Several in our group became ill after eating fish at the buffet. - We encountered cockroaches, stale bread, and pastries that seemed days old. - Broken glass and trip hazards were visible in the foyer. 🍽️ Dining Experience - The dinner policy is baffling. Guests cannot be seated or order until the entire party is present. What policy is that? I’ve dined at Michelin starred restaurants and never seen such nonsense. It’s as if the resort is trying to mimic five star rules but applying them in all the wrong places. - We were told to remove hats at the buffet, yet other guests wore theirs freely. - Our party was turned away from restaurants for not wearing long trousers, while a man in board shorts was allowed in. The double standards are glaring. - The food is appalling. I ordered udon noodles at Zen and was served spaghetti. I have photographic proof of this culinary insult. 🚫 False Advertising - The hotel’s five star rating is self-awarded. It is not certified by any recognised body like AAA or Forbes. Based on our experience, this is a three star property at best—and that’s generous. 📝 Final Thoughts Do not come here expecting luxury. What’s most disheartening is knowing this review may be buried and ignored. I’ve escalated my concerns to Blue Diamond Resorts, but expect nothing more than a generic reply expressing “concern” and promising to “address” the issues. I raised a complaint while still on site, and not once was I offered any form of appeasement when speaking directly to staff. I will be compiling a portfolio of evidence—photos, videos, and testimonials—and sharing it publicly via social media and directly with Blue Diamond Resorts.

Have just got back from a 2 week holiday at splash, punta Cana, unfortunately very disappointed, the holiday was booked at the beginning of the year, but decided to upgrade to diamond club, just a few weeks before the holiday, we was in block 29, absolutely grim, mould on the walls, leaking air con, bed bugs. Buffet restaurant was dirty, staff unhelpful. We decided to use next doors buffet, which was much nicer as were staff. Hard to book into restaurants, closed more than open. Butler met us first day, after that showed no interest, until last day. Room cleaners were very good, but would be random what was topped up in the fridge. 5 out of the 7 of us, went down with a sickness bug, apparently people have been having this for several months at both hotels. I went to Senegal last year for a lot cheaper, and the standards were much better.