Hideaway at Royalton Blue Waters

Jerome, Danielle, Whitney, khadija were great team players. It was a Great experience with the fitness challenge it. Very competitive and i actually won the challenge which was surprising. I would definitely do the challenge again when i visit

We had an okay time. I did not feel safe as we were not able to lockout the staff from our room with the bolt lock. It appeared that this is their standard setup with the electronic lock that opens with your waterproof bracket/room key. Top self drinks was not included with the all inclusive. We only had Red Stripe beer provided in our room's minibar outside of water and soda. There was no excursions included and the only included non motorized amenities available was kiayacs and stand up pattleboards. We had a hard time understanding where things were located as their app did work well for us. We would like to recognize Sharlene who sales wine on the family side who actually took the time to give us a quick tour and pointed out the locations of all of their restaurants. Sharlene also assisted us with using the app to make dinner reservations. Since this was our second time at an all inclusive in Jamaica we would rate this one as unsatisfactory for the price that we paid. Sharlene was the only staff member who showed genuine compassion for our concerns. We will never stay at this resort again.

We booked the Hideaway at Royal Blue Waters Jamaica Resort in November 2024 to enjoy an Adults Only experience, our first trip to Jamaica, March 29th to April 5th, 2025. As a Travel Smart member, we usually enjoy the benefits of having Diamond Club Status, which I invested thousands of dollars for back in 2019. I pre-paid for a level of service that we did not receive. This review was written almost 2 months since our vacation as we were hoping the Hotel or Travel Smart would offer up some compensation. The Hotel Manager said to contact Travel Smart since the reservation was booked through them and they will contact Hideaway and a Post Trip person will report back to them. Other than lip service about using this as a “training exercise”, we did not get anything back offering anything or did we hear back from Travel Smart. Five management personnel were cc’d on the email to me with lip service. A woman from Prime Travels Club (an upgraded service to Travel Smart) did respond and said that we have to contact the hotel directly and apparently, the file has been closed. There is a lot of buck passing here. When you invest thousands of dollars for a service, everything is hunky dory, take your money and run, but when you have an issue, nobody steps up. Where’s the ACCOUNTABILITY! Enjoy our check in experience and beware if you book at this resort. We are not the only ones that have had an issue judging by another review that I read. Our first email to the Hotel was April 10th and this should not have taken almost 2 months. Our check in was so disappointing and a real buzz kill for the first 3 days of our vacation. We arrived Saturday March 29th, 2025 from Detroit Michigan (we are Canadians) at 2:30pm. We were escorted to the Diamond Club Room for check in. I have been a Travel Smart Member since 2019 and usually receive preferential treatment. We knew that check in was at 3:00pm. Shane took care of our check in and was not the friendliest staff member. He did not ask how our flight or trip was and more concerned about getting my credit card for the $200.00 room deposit and noted that if we lost our bracelets it would be $150.00 per bracelet. Our room was not ready and we had to wait. We were up at 5am to catch our flight out of Detroit so it was a long day. After a series of “room still isn’t ready”, we walked around the resort and finally got the room at 4:15pm, Room 452. We expressed our disappointment with Shane, as we were not impressed with this check in process. This room was the absolutely worst room in the Resort. We looked out to the rooftop of the Buffet and the entrance to the Resort (door side). The room was small and we had a hard time getting into the shower to close the door. That room could have been cleaned in 15 minutes not almost 2 hours! We headed back to the Diamond Club room, expressed our disappointment again and asked to speak to a Manager. We met Nebraska (Assistant Manager) and she said that Omari has left for the day. She said that our Diamond Club status did not guarantee room selection and we got the Luxury Room we paid for. I mentioned the treatment we received from the Team at Planet Hollywood in Cancun. She was going to speak with Omari and we could switch rooms on Monday. That was a waste of time! Lisa and I have been together 3 years and 2 years ago, we went to Planet Hollywood in Cancun, our first trip together. We were treated like ROYALTY from Check In until we left. She still talks about the Room we received and the Resort’s Room 452 certainly did not deliver. So Saturday evening, Sunday and most of Monday, we could not unpack, as we were switching rooms Monday and grabbing clothes out of the suitcase as needed. After not hearing from anyone, I told Noel, our Butler that this is not good and we met Treniel (Head of Butlers) and expressed our disappointment to him on Monday March 31st. He was not impressed and said that he would email Omari about our check in experience. It was after 3:00pm and we had not heard from Omari. We went back to the Diamond Club Room and they tracked him down. This was the first time we had met him and he had no idea about our room situation! He did not receive any messages from Nebraska and he said that he left Saturday Night after 9:00pm. He could have dealt with our room situation if Nebraska did her job! She is the Assistant Manager. The only message he received was from Treniel. Omari said to come back at 4:30pm (he had a 4:00pm meeting) and ask for him and make sure they called him. We grabbed our dirty clothes, packed up our essentials and headed back to the Diamond Club Room. Omari did not show up and did call in and our Butler at the time (Teon) went and checked out the room first. Room 202 was much better. Omari said that the Hotel was full and that is why we got Room 452. We booked this trip in November, still unacceptable. The sad part of this was that we never heard from Omari asking if our new room was acceptable, nothing! I did ask him about compensating us and knew that we were leaving on Saturday morning. We would cross paths throughout the week and he said that he did not forget about us. We saw him Friday and reminded him. In typical Omari fashion as we experienced he did nothing. Seems like he is always on his phone and did not see him when we left. Friday, I said to him when you give our deposit back Saturday, why don’t you put another $200.00 back on our card for the inconveniences! NOTHING!! That is why I am noting this in the review. I did not realize until getting home that the Resort did not charge my card the $200.00 deposit. There was nothing to charge anyway. Omari could have offered us an Excursion or a Cabana. NOTHING! The Royalton App asked about our check in experience and we had mentioned what happened, NO RESPONSE either! The weather was great. Some stars were Butlers: Noel, Teon, Jamazing, Treniel (Butler Supervisor) and Racquel (Restaurant Manager). Racquel gets it (we discussed our check in experience with her); she should be the Resort Manager! Staff and Bartenders were also friendly and the food was good. It was such a piss off the first 3 days of our vacation and response to emails from the powers to be just brushing off our situation. We will not be vacationing at this Resort in the near future and cannot wait to see how the Resort responds to our review, more lip service and no accountability? Wondering how a check in would go if you are not a Diamond Club Member?? Dean

We are here to celebrate our silver wedding anniversary - as were married in Jamaica 25 years ago. I was worried after reading some reviews that it would not live up to our expectations - absolutely no need to be! This resort is definitely 5 star - the resort and rooms are beautiful and well maintained. The maids do a fabulous job in keeping our rooms spotless and restocking the minibar daily. We are in rooms 718 and 720 (only negative is the view as not that great). The food is plentiful with so much choice and lots of speciality restaurants to choose from. Breakfasts are lovely as are the two lady’s in the main restaurant who cook the omelettes (a welcome smile for everyone). The staff overall are very helpful and friendly. The cake and coffee shop is a great idea (better than Costa), I love the pools and the beautiful beach. There is nothing lacking in this resort (other than a few more manners from some of the guests to staff). Don’t want to go home and will definitely be returning again soon (it hopefully won’t take us another 25 years). It is a beautiful place to stay :-)

We read the reviews and thought can't be that bad, hmmm wrong. First the room we got wasn't the one we booked on marriott app. Then they wouldn't do anything about it until I got a hold of marriott then they offered us a cabana for inconvenience. We was on our honeymoon and called to make sure they set up room and they said they would and didn't. We got a diamond room which said ocean view, not unless you go to edge and lean over banister. Oh and supposed to get a butler, Anthony was friendly but worst butler. In all worst resort we been to. Never again 😒 diamond club service was bad service. We are at Couples towers isle now and its like night and day. They are treating us like we wanted and expected from Hideaway