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“All Good Except The Service”

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St. Kitts Marriott Resort & The Royal Beach Casino
Ranked #1 of 4 Hotels in Frigate Bay
Certificate of Excellence
Royse City, Texas
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“All Good Except The Service”
Reviewed 6 May 2014

The hotel was great, the all-inclusive package was very inclusive for both food and drinks. We had a wonderful time touring the island and there were plenty of activities to keep us busy. The island was spectacular...the only downside was the very slow and unfriendly service at the hotel. From other reviews I have read, this is an island problem, not a Marriott problem. So, if you don't like slow, mostly unfriendly service, don't go to St. Kitts. If you can overlook this, as we did, you will have an amazing time!

Room Tip: The suites and villas away from the main hotel had some air conditioning problems.
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  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Jason B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SKMarriott, General Manager at St. Kitts Marriott Resort & The Royal Beach Casino, responded to this review, 7 May 2014
Good Day Jason

Thank you for taking the time to provide us your feedback.

Everything we do is aimed at providing you with an excellent hotel experience and we are happy that our facilities as well as our Food & Beverage options did not disappoint. We do take your concerns into consideration as you did encounter a downside to your visit. Please accept our sincere apologies and rest assured that we will be conducting more focused customer service trainings as we try to improve our services moving forward. We are glad that you enjoyed our beautiful island and all its hidden treasures and attributes.

We do looking forward to welcoming you back to our little slice of Paradise

Jacques Hamou
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English first
Fort Lauderdale, Florida
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 6 May 2014

GM Jack has created a masterpiece with the warm and customer-driven staff of the Marriott hotel and vacation property. We've stayed at Marriott timeshares all over the world and didn't think we'd ever find a property comparable in customer service excellence to our favorite Ko Olina property. The staff at St. Kitts Marriott are outstanding. In particular, Javan, who manages the 3 beautiful pools is as friendly as he is knowledgeable about the island; and (Jack, this is for you), he has some marvelous ideas about how to enhance customers' experiences with the island and the culture that would be economically feasible and a great addition to a great vacation experience at the Marriott.

  • Stayed May 2014, travelled with family
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank k f
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SKMarriott, General Manager at St. Kitts Marriott Resort & The Royal Beach Casino, responded to this review, 7 May 2014
Dear K F

Thank you for taking the time to provide us this fantastic feedback and highlighting the wonderful service of our associates. We do take great pride in ensuring our guest’s satisfaction and it seems we have found a very satisfied customer in you. Gervin our pool attendant is indeed a wonderful Ambassador for the resort as well as the island and we are extremely happy that you met him. Some of the best ideas do come out of the persons who spend their time face to face with you our guests because of this we have put procedures in place for our associates to present their ideas. We will be speaking with Gervin in order to find out more about those wonderful ideas that you mentioned.
Once again Thank you so much for spending time getting to know us here in St Kitts, we look forward to welcoming you back again and again!

Jacques Hamou
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Potomac, Maryland
Level Contributor
418 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 61 helpful votes
Reviewed 5 May 2014 via mobile

We have been waiting since 2/14 for a response from Marriott HQ & the resort itself regarding our problems--still waiting, so we finally are writing this review. We had to wait over 1 hour past check in time for a room that had been reserved several months prior. We were offered a drink to "pay us back" but since we were on the pricy all inclusive plan (big mistake), we were given wifi service instead (coffee shops & restaurants off the resort offer it for free). The on site restaurants are fair-mediocre. The restaurants off site are more interesting & less expensive. The straw that broke the camel's back occurred during checkout when I noticed that we had been charged for basic drinks & had to argue/"fight" with the staff to have the charges removed. While we will miss Arban, it's not worth the treatment we received, on top of a very long 1 stop travel day on either end of the vacation. It's not worth being aggravated before & after a vacation.

Stayed February 2014, travelled with family
Helpful?
5 Thank RonFG
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SKMarriott, General Manager at St. Kitts Marriott Resort & The Royal Beach Casino, responded to this review, 7 May 2014
Hello there Ron

Please accept our most sincere apologies for any inconveniences you may have encountered while staying with us. We would love to correspond further in trying to find a resolution. Can you please contact us via this email and we would be more than happy to assist in any way that we can. mhrs.skbrb.exec.asst@marriotthotels.com

Jacques Hamou
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Haywards Heath
Level Contributor
22 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 4 May 2014

The hotel was generally good and in a superb position on an excellent beach. The restaurants were expensive and with the exception of the Royal Steak Restaurant, were poor, with poor food and often surly staff. There was also too much American style junk food.
We loved St Kitts and travelled round the island to see some interesting sights, assisted by a very helpful taxi driver.

Room Tip: Get a room close to the main block and the sea.
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  • Stayed April 2014, travelled as a couple
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
2 Thank MikeBHaywardsHeath
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SKMarriott, General Manager at St. Kitts Marriott Resort & The Royal Beach Casino, responded to this review, 6 May 2014
Hello there Mike

Thank you very much for taking the time to provide us your feedback . We are indeed located on a superb area with the added bonus of having a wonderful beach that stretches for miles with clear uninterrupted views of the deep blue ocean.
Unfortunately it seems in spite of the wonderful surroundings there was a down side to your stay, for that please accept our most sincere apologies. Please know we do take your concerns and feedback into consideration as we try to improve our services moving forward.
It is wonderful to hear that the taxi drivers assisted in ensuring that you did enjoy your time on island. Did you get a chance to visit our World Unesco Heritage site Brimstone Hill where you can see St Barts and Statia from the top? There is also Romney Manor, Black Rocks and Independence Square just to name a few.
We are so glad you loved our little island and we do look forward to your next visit

Jacques Hamou
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 30 April 2014 via mobile

Do research about the island before you complain about this hotel. St Kitts in general offers terrible slow service everywhere becuase the locals are moving at slow island pace. Also prices are high everywhere because the country is not self sufficient on its own. Most things are imported which raise the cost.

We stayed for three nights at the Marriott in St. Kitts from 4/27/14 - 4/29/14 while visiting family that is a student at Ross University on the island. This review is about the hotel and not the island it's self. The hotel was very well kept and clean. Plenty of beach and pool chairs we never had to look for 2 next to each other no matter what time of day we went out to catch some sun.

I did not play golf but I am a golfer and the course is very flat and did not look really challenging. You might be disappointed in the course if you plan on visiting based on that. I am not sure on the price.

The food at the hotel is average to good but over priced. I highly recommend looking at other TripAdvisor restaurants and leaving the resort to visit other beachs, beach bars, restaurants. We did this because we had the luxury of visiting someone that is living on the island and knew all the ins and outs of it.

I would visit St. Kitts again becuase we loved the island and I would stay at the Marriott again. We had no issues with the hotel and found the facilities very nice. If you do stay here venture off and visit other attractions in the area. Most places are less then 15 minutes away.

Stayed April 2014, travelled with family
Helpful?
4 Thank Marc M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SKMarriott, General Manager at St. Kitts Marriott Resort & The Royal Beach Casino, responded to this review, 6 May 2014
Good day Marc

Thank you for taking the time to provide us your feedback.

We are glad you chose to spend your time with us while visiting your relative here on island. Our resorts hosts do their best to ensure that you our guests are always taken care of and I am glad that their efforts were showcased during your stay. We have a team of pool and beach attendants who take great pains to ensure that your time is spent relaxing and soaking up the sun rather than hunting for chairs for the pool.
Our golf course’s 83 sand bunkers, 12 lakes, wide fairways and large putting greens does make it an enjoyable and challenging experience for all levels of players. We are so sorry that you were not able to hit the links however next time around we are sure you will be challenged if you decide to visit the course.
A great feature of our resort is our 8 restaurants and that we offer for those budget conscious travelers all inclusive plans. Another great feature is our location, being located just 10 minutes from downtown and 10 minutes from the airport assists in ensuring that our guests spend more time enjoying what the island has to offer and less time in the confines of a vehicle.

We hope to see again on your next visit

Jacques Hamou
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Trenton, New Jersey
Level Contributor
52 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed 30 April 2014

We spent a total of seven nights on the property, two nights in the hotel and five nights in our Marriott Vacation Club Villa. This review will cover the entire property and stay. First of all we arrived fairly late on Saturday night before Easter as it took over an hour to get through immigration (the least favorite part of the trip!) Once we arrived we had a wonderful greeting by the staff and the check in process into the hotel was easy. Our room on the 4th floor overlooking the pool and beach and was just amazing. The room for our family of 4 was fine for the single first night. Because we were checking into the Villas on Sunday, we got a late check out and then surprised by an early check in at the Villas so we were never in limbo. The villa was a 2 bedroom on the second floor with a garden view. The villas were much larger than many of the other Marriott's we have stayed at! It was a wonderful week on the property having the pools and the beach with really awesome snorkeling. We rented gear at the activity center by the main pool. I was able to go on several runs around town and then end back in a loop around the property and also took advantage of the nice size fitness center. The staff at the Marriott were all wonderful with Melisha helping us make our dinner reservations to Mickey helping us with cabs. We found one cab driver our first night and ended up staying with him the rest of the week as he had a nice clean vehicle and was very accommodating by staying at restaurants like the Spice Mill and the Pavilion while we ate. The Marriott is also within an easy walk to the Rams Express (limited fresh produce! - next time will go to a different store to stock up), restaurants (Rock Lobster is awesome!) and the shacks. We did not eat at any of them but it was fun to walk around near them. We spent quite a bit of time by the pool and never had an issue getting chairs. The grounds were always being maintained, so everything I experienced was wonderful! Our last night we were back at the hotel. Again with our early check out of the Villas, we were very happy to get into a room right away so we could spend our last day by the pool and snorkeling and not worrying about when can we get into our room and get settled. Since we spent most of the day outside we did not realize until around 4:00 that our air was not working. I called and someone did come up to fix it, however when we got back from dinner, the temp had not gone down. The Marriott quickly found us a new room with no problem, so that was great service! All and all this would be a resort I would have no hesitation recommending to others and I will definitely come back again! Thank you for one of the best vacations ever.

Room Tip: 4th floor with ocean view if you can! We stayed in the Canada house Villas and they were very centra...
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  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Jennifer F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SKMarriott, General Manager at St. Kitts Marriott Resort & The Royal Beach Casino, responded to this review, 6 May 2014
Dear Jennifer

Wow!! This is exactly one of the reasons we say “Travel Brilliantly” and we call our associates hosts. It sounds that our facilities and hosts showcased our Kittitian Hospitality and ensured that your vacation experience was second to none. Thank you so much for mentioning Melisha and Mickey, we will ensure that their excellent service is highlighted to the entire resort. We would also like to thank you for pointing out the service of our hospitality partners the taxi drivers. Their partnership with the resort is invaluable as all of us coming together make for a wonderful vacation experience for you our guests. We are so glad that our hosts were able to showcase their skills even when there was a small hiccup. Thank you for your wonderful feedback and we look forward to surpassing this experience on your next visit.

Jacques Hamou
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney, Australia
Level Contributor
93 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 67 helpful votes
Reviewed 30 April 2014

5 stars for the beach
4 stars for the facility
2 stars for the food / service

Start with the good. The beach is fantastic....lots of cover for those who want it and the beach is big enough to still feel some peace and quiet. Snorkeling right off the beach is fantastic....tons of fish by the rocks, sea turtles, sting rays, etc. It is easy to float and swim around as someone who isn't a strong swimmer. It's an easy 5 minute walk to a more remote section with no development and beautiful water. You will be solicited for massages, excursions and goods on the beach but they are not very aggressive.

The facility is huge....great gym, a bunch of restaurants, casino with table games, swim up bar, three pools, and tons of amenities / activities. Literally something for everyone. I'm not usually one for big resorts but I'm a fan of this Marriott.

Now the not so good. The 2 stars for food and service is more about the lack of food, than the actual food itself. During our stay they ran out of so many items that it almost seemed like a joke. They ran out of local beer, margarita mix, kahlua, and amaretto....BUT, the gift shop and local grocery stores all had them in stock. Maybe someone could walk 5 minutes to pick up some supplies while you're waiting for a shipment to arrive? Or perhaps plan a bit better? They also ran out of food, basic staples like cheese, sour cream and turkey were unavailable. Again, why not just send someone down to the grocery store for some supplies? This wasn't a one day event...this has been over a 5 day period.

Tip - play golf, the back 9 of the course is amazing...right on the water.
Tip - there's a grocery store 5 minutes ( walk ) down the road for supplies and alcohol.
Tip - ziplining was awesome.

Room Tip: 2 bedroom villa was very spacious and comfortable for. 6 people.
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  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank tgoeltz44
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SKMarriott, General Manager at St. Kitts Marriott Resort & The Royal Beach Casino, responded to this review, 6 May 2014
Dear tgoeltz44

Thank you for your feedback. We truly appreciate you taking the time to tell us about your experience with us.

We are glad to hear that you enjoyed our beach; the barrier that was placed there to break the surf has indeed turned into a wonderful reef that provides endless hours of snorkeling fun and discovery, the family of turtles that have made it their home, spend their time basking in the adoration of guests.

The layout of our facilities is perfect for giving the appearance of off season even when we are at full capacity in the middle of high season. That combined with our abundance of amenities does make for the absolute perfect vacation experience. Saw that you did not mention the Emerald Mist Spa, just so you know we have 15,000 square feet of indulgence just waiting for you.

Please accept our most sincere apologies that our food & beverage services did not live up to the rest of our facilities. You are so right; in future we will be better at our planning in order to ensure that something like this does not happen again in the future.

Our golf course does indeed make for an exciting and challenging golf experience while providing some outstanding views. The course showcases holes not just on the Caribbean Sea but the Atlantic Ocean as well. We do appreciate you coming down to experience what we have to offer and are very glad that you enjoyed your time not just with us at the resort, but around the island as well. We look forward to sharing with you your next island adventure.
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Additional Information about St. Kitts Marriott Resort & The Royal Beach Casino

Property: St. Kitts Marriott Resort & The Royal Beach Casino
Address: 858 Frigate Bay Road, Frigate Bay, St. Kitts
Region: Caribbean > St. Kitts and Nevis > St. Kitts > Frigate Bay
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 4 Hotels in Frigate Bay
Price Range (Based on Average Rates): ££
Hotel Class:4.5 star — St. Kitts Marriott Resort & The Royal Beach Casino 4.5*
Number of rooms: 389
Official Description (provided by the hotel):
The Marriott St. Kitts Resort & Royal Beach Casino captivates you from the moment you see it, immersing you in the culture and atmosphere of this most relaxing and romantic of Caribbean Islands. Our breathtaking St. Kitts resort hotel offers an unparalleled island vacation experience. Luxury guest rooms, trimmed with West Indian accents and cutting-edge comforts, are spacious and welcoming. That same Caribbean flavor sets the tone in our 8 restaurants and 2 lounges. For entertainment and relaxation, the resort also offers the 35,000 sq ft Royal Beach Casino, the 15,000 sq ft Emerald Mist Spa and boasts an 18-hole championship golf course at the Royal St. Kitts Golf Club. ... more   less 
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Also Known As:
St. Kitts Marriott Resort And The Royal Beach Casino
St. Kitts Marriott Resort & The Royal Beach Hotel Frigate Bay
Marriott Frigate Bay
Marriott St Kitts
Frigate Bay Marriott
St. Kitts Marriott Resort & The Royal Beach Casino St. Kitts And Nevis

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