The dinners were a bit disappointing in taste and value

There were many bars at different locations.

Stayed in May 2025

One issue we did have is that we had a hard time getting wash cloths and towels. There were 4 of us, and they kept giving us 2 and 3 towels. Lastly, the food was pretty disappointing. Some things overcooked, some things undercooked. It definitely needs improvement

The staff really made this trip fun! Felt like family, namely my new "cousins" Sam from the hype team and Sephra from the front desk! There was one other young lady who was great and taught us dance but I can't remember her name. Aside from that, we did enjoy ourselves! The place is clean. So they are definitely great in customer service

Stayed in June 2025

The room was a little.run down. Everything closed so early

The staff was very friendly and accomodating

Stayed in May 2025

Some of the staff were a big disinterested and not present to interact with.

The Facilities and the pool bar

Stayed in March 2025

Standardize drinks across bars or outlets to improve consistency in service. Occasionally we would not get the drink that we previously ordered as it had run out. Additionally, visiting another outlet sometimes meant they didn’t carry the same beverage we were drinking earlier. I would suggest organizing customer service training for staff namely in F&B.

Some employees were genuine and fully engaged, while a significant number seemed disengaged and disconnected.

Stayed in January 2025

the room location. came out 5am 1 morning and no lights on outside corridor of my building I was super scared.

the staff was helpful. gym staff seems like asking questions is bothering them lady at spa could have been upfront about the extra cost for reflex on hands - before I purchased the 25mins I was told it's hands and feet but when I went to my appt I was told it's feet only🥴 most everyone at most of the restaurants were welcoming. some in other restaurants expected u to know on your 1st stay and 1st day of it how u make reservations. As if I didn't pay all this money. I do not consume a lot of alcohol maybe my arrival drink.was my 1st and then 1 glass of wine at ZEN. And I don't eat beef and pork - so it would be nice yo have other meats. I have a shell fish allergy. So you made a profit on my stay. the bellhop did not tell me everything about my room so I suffered without my coffee. little did I knw there was a coffee maker in my room 3309. My upgrade felt like punishment as it was soooo far from everything especially the coffee shop. I have bad knee. other than that - u have mostly wonderful members on your team.

Stayed in November 2024

It took way too long to resolve issues with this hotel and we had a lot of issues with the hotel. Firstly the room they put us in was not the one we had booked. I booked a fancier room to celebrate our anniversary. They put us in a disability access room. This issue took too long to resolve, time that I would have been enjoying the facilities was spent waiting in reception. They did eventually put us in a more suitable room. I contacted the hotel both via this app and via email to request a special surprise in our room to celebrate our anniversary which just never happened and nobody got back to me regarding this. When we checked in I also mentioned it again at the front desk and still didn’t receive anything. We found the biggest spider in our room! (A whipscorpion) because we were on the ground floor all the creatures just crawled in on the door! For some reason the doors have the biggest gap under. We had lizards, cockroaches, mosquitoes and the biggest spider I have ever seen in my life. Also the rooms are not sound proof so could hear everything from the sounding rooms, toilet flushing, talking, footsteps etc. My husband also got locked in the toilet, in our hotel room, the door refused to open so had to call reception to get help which took too long for someone to come and help. They eventually came and opened the door but never fully fixed the door so we had to use the toilet with our closing the door. The maintenance man said he had to get a tool and never came back. So I’m pretty sure the next person who had that room will also get locked into the toilet.

The restaurant staff were very nice! And the hype team were really good too!

Stayed in September 2024

Breakfast was excellent

Stayed in July 2024

It was all excellent

Easy layout of the property

Stayed in February 2024

-The Hideaway check in side doesn't present the same welcoming appearance as the Main check in area. -ALL the bathrooms by the pools and the beach were always out of toliet paper or clogged up. Additional cleaning/check in should be added. -Room 2005, had a wet/mildew smell -Housekeeping never left small hand towels after providing services

-The main pool water aerobics during the day -Birthday welcome card and gift -Friendliness of the Staff -Sagot's photo skills

Stayed in February 2024

The suite had a weird smell that was overpowering but outside of that the room was beautiful as pictured. The wasn’t really an adult side considering we stayed on the adults only section of the restaurant. The resort kinda died down after 11pm. The resort is definitely catered towards family. Good thing our main goal is was to relax and not party.

Staff was amazing and invested in making our trip memorable. The food was delicious and the pools were clean.

Stayed in February 2024

I stayed on both the Royalton side and the hideaway side however my room on the Hideaway side was a little dirty and dated. The sofa in my room was covered in stains, my shower room was also stained and my wall by the sink. I don’t think this is a fault of the resort or staff but most likely prior guests however it wasn’t a nice site to see. My room in the Royalton side was perfect with no issues so I just assume the building I was in for the Hideaway side was more dated than my Royalton building.

The property and resort is lovely. The staff are super friendly and helpful and the resort has everything you expect to find.

Stayed in December 2023

I would say my room did have a very strange smell when I first checked in however, it was fixed by the staff.

The property was well kept clean and tidy, and the staff make sure that this was the case.

Stayed in December 2023

check in was awful, staff was inattentive, the entertainment was also terrible and finished too early. I feel like the entertainment catered to white people only.

the all inclusive was good

Stayed in June 2023

We did not like that the restaurants were not available when we were told that they were taking walk-ins but only to refuse entry because we did not have a reservation made by a butler. We walked around to 3 restaurants with the same issue. We were given a buzzer and waited for about 20 minutes only to be told we could not be accommodated due to multiple large parties. Hideaway front desk were not always courteous or willing to help.

We liked how convenient it was for us to book a hotel short notice when we were not happy with our previous reservation. The beach was nice and not congested. The Hideaway pools were not crowded and easily accessible. Most of the staff were very nice and pleasant.

Stayed in August 2023

The security at the end of the stay treated us very unruly. At checkout time she was beyond rude and very disgusting as we were making our way to the lobby to exit.

Customer service and the butlers were amazing. Most staff presented their selves very well. The room decor and certain services exceeded my expectations! Thank you again for a wonderful birthday

Stayed in August 2023

If it wasn't for the fact that I was not allowed to fly my drone, I would have given this a excellent. It should be noted that you cannot do things like flying drones or pay to be able to do such things.

This was a great resort. I like the fact that they were able to upgrade my room and also find an additional room for me at the last minute.

Stayed in June 2023

The food was very hit or miss. And this is nothing against the property but the largely older British crowd was interesting. Don’t expect to be partying.

The view, the customer service and the location were wonderful .

Stayed in April 2023

Room service was really really really slow. My trainers got stolen

The resort was beautiful, great restaurants. Beautiful beach

Stayed in March 2023

Great choices of cocktails.

Hideaway is not worth the extra cost.

Stayed in January 2023

No wash clothes never any towels at the pools the location says it’s adult only however they have kids on the premises as well

The grounds are nice staff was really helpful although there were many confused people in high places. Staff at the bar were fun and attentive.

Stayed in August 2025

Property was clean but my room was the issue. On checking into the room there were no washcloths and hand towels , just 1 lotion. Called the front desk to let them know My request was taken but no avail. We checked out the next day nd those items were not delivered. The one sitter sofa in the room is fill with mildew , also the drapes and sheer curtain No waters in the fridge , shower and patio wasn’t properly cleaned. As a matter of fact Macreena the room attendant who cleaned this room did not do a good job. It felt like there this room was their last resort and was just placed in there. Room 2111 was the worst room cause I stay in a third floor room last year nd it was more welcoming. The worst part was that I was celebrating my birthday there for the 2nd time. In spite of all this I will be returning again cause I love the property.

The ambiance and the food

Stayed in August 2025

Food Unclean room No tv - despite telling staff - nobody came to fix it. Our bath was dirty no one came to fix it. Unable to eat at restaurant due to check in time - this was our honeymoon hotel what a disappointment

Rooms was great size

Stayed in August 2025

So this was an ideal location for carnival but not worth cost for carnival schedule bc the food and drinks/bars availability is limited and doesn’t align. Hideaway is literally that a hideaway and the staff gave my taxi drivers major headaches and hassle to pick us up. Waited over an hour to get a cart to take us to front gate bc they refused to let them on property. Had to walk to front gate several times in rain. There was mold on the decorative pillows in my bed and every night it seems also in the ac vents we’d start coughing. It looks pretty. The elevators were a hit or miss. It’s a hassle to get reservations at the restaurants. It was ok but I’d not go back.

The staff at the buffet and cleaning crew were beyond friendly and welcoming and the aesthetic of the rooms appear nice.

Stayed in July 2025