LadyBroker
Google
We stayed at The Royalton in St. Lucia and unfortunately, our experience was very disappointing. The front desk staff was unprofessional and rude, which set a negative tone for the entire trip. A mix-up with our room assignments made things worse—my boyfriend and I were placed in a double bed room, while my sister and her 38-year-old son were given a king bed. When I asked to switch rooms to avoid that uncomfortable situation, I was told it could not be done. All that was required was a simple swap of room fobs, yet it took my travel agent calling and two hours wasted standing at reception in the sweltering, fanless lobby before they reluctantly made the change.||The property itself has serious issues:||The reception area is unbearably hot with no fans for airflow.||The A/C in the rooms is confusing and weak. Nobody tells you that it won’t work unless the sliding doors are fully shut and locked. Even then, the rooms felt warm despite the thermostat being set to the lowest temperature. The ceiling fan in our room did not work.||The elevators were broken almost daily, trapping my 84-year-old mother on the 5th floor one day because she couldn’t get downstairs. This was heartbreaking and unacceptable.||The elevators that did work were filthy and felt like ovens.||As far as dining, the food was sub-par. The only decent experience we had was at Zen hibachi, which may have just been because of the lively chef. At Calypso, the portions were laughably small: my fish entrée was the size of an appetizer, and the cod fritters were nothing but dough. I skipped the steakhouse after hearing bad reviews from other guests, and overall, we left most meals dissatisfied and hungry.||Back at the front desk, the poor service continued. My wristband broke, and instead of helping, the front desk agent Rawle was dismissive, unhelpful, and smirky in his responses. He told me they had “no string” to fix it, refused to hold it safely for me despite the threat of a $150 charge if I lost it, and when I asked for his manager’s name, gave me vague answers before saying “Victor” but then refused to write it down, claiming he didn’t have a pen—even though a pen was sitting on the desk. His attitude summed up the front desk experience: excuses, rudeness, and zero accountability. I later found out from Guest Services that Victor was their boss and Rawle's manager is someone named Christian. I never had the opportunity to speak to either, but if they get the opportunity to read this review, I hope they congratulate those who gave excellent service and retrain the front desk staff.||The one shining light during our stay was Guest Services and staff at Prime, who went out of their way to create positive moments for us. Special thanks to:||Shanice (Prime)||Kaisa||Renoir (Prime)||Tashael||These individuals showed genuine kindness, even looking after my elderly mother by bringing her lunch when she was stranded due to the broken elevator. Their warmth and professionalism are the only reason I could say anything positive about this resort.||The resort itself is designed beautifully, and we did see renovations starting on the first-floor units and plunge pools when we left. However, between the rude and incompetent front desk service, the consistently bad food, and the poor maintenance of core facilities like elevators and fans, this resort feels more like a 3-star property at best, not the 4-star luxury it claims to be.||I sincerely hope management steps in to address these issues, as the property has great potential, but the lack of customer service and poor maintenance ruined what should have been a special vacation.
