6/10 Good
25 Oct 2024
This is not a 5* Resort, but it could be!
The Good
- Room key as a wrist band is genius!
- Fitness staff (Lanarcha, Kadija, Whitney, Travis); the variety of fitness classes available, and the gym.
- Shelly Ann in the Grazie restaurant, and Samantha on reception.
- Spa treatment.
- Well-kept beach; the hotel is also clean and well-kept.
Do Better
-The check-in experience was the worst we've ever had.
-Appalled by the use of disposable plastic cups; not just at the beach/poolside, but also in the restaurants at dinner.
-Without exception, the hotel ran out of basic food and drink items every day which is unacceptable for a supposed 5* resort.
-Catering for specified dietary requirements is poor (but shout-out to Shelly Ann; she went above and beyond at breakfast after I expressed concerns). By chance we spoke at length with Mario, F&B Manager, who promised to look into things but disappointed to have no follow-up from him at all.
-Staff need better training to deal with dietary needs; there was a lack of understanding, and many were far too blasé especially in Gourmet Marche (the buffet restaurant)
-We were told that cushions for the beach chairs were 'first come, first served'...seriously, in a supposed 5* hotel!
Our 'do better' issues were not unique...others had similar experience (and some cases, worse). We raised all these while we were there, but it all fell on deaf ears (apart from Shelly-Ann).
We made the most of our stay, but would not return to Hideaway, or go to another Royalton resort.
Janet
Janet, 12-night trip
Verified Hotels.com guest review
