Life Resort St. Thomas Royal Palm

They cancelled my booking on the last day i was supposed to checked in, by saying they had overbooked. And still they charged me 200 usd cancellation cost. Do it is a fraud and they scammed me. It is stealing money!!!

Was not where i booked. I booked many months ago, I was personally called a month before the booking and told I have to pay in full to secure my booking. On the day of arrival we were told that they were over booked so we were moved to their sister hotel. The food was not good we had to eat out each time.

Nulla

Niente

This was hands down the worst hotel experience any of us have ever had. We were completely misled and defrauded by St. Thomas Resort marketing itself as a five-star property. It is absolutely NOT. At best, this is a 2-star experience, and many reviews on Booking.com and Google reflect similar issues.

One day before arrival, the hotel personally contacted us via email and tried to move our confirmed reservation to a cheaper sister hotel called “The One,” without involving Booking.com, without our consent, and without a refund of the price difference. We explicitly told Booking.com we did NOT want this alternative and was assured Booking.com would handle communication. Despite that, we still had to spend an entire day of our vacation calling back and forth between Booking.com and the hotel.

When we arrived, we were told the hotel was fully booked, despite having confirmed Deluxe Ocean View rooms that we paid extra for. 30 minutes later, rooms “appeared,” but were downgrades: one Garden View Deluxe and another room that was basically a tiny studio with just a bed and bathroom, no living room at all, despite the Deluxe Room description. We have photos proving this. We were pressured into accepting inferior rooms, and never received any price difference refund.

Service was chaotic and painfully slow. Staff was untrained and clueless. Even simple requests like a menu or drinks took 15 minutes to arrive, and food consistently took over an hour. The restaurant menu was a joke: a large menu, but only three items available. We ordered correctly, waited over an hour, and still received the wrong food. Their solution was a free drink. We were still hungry.

Billing was also shady. They tried charging us for four buffet meals when only three people ate, and only removed the charge after arguing.

Renson, the manager, repeatedly apologized at checkout and admitted fault.

We paid premium prices expecting luxury and got stress, misrepresentation, and constant problems.

Everything

Sono arrivata in struttura dopo un lungo viaggio. Avevo più volte confermato la camera, addirittura ero stata contattata in italia con il numero di riferimento che si trova su booking, chiedendomi con insistenza di inserire tutti i dati della carta di credito per avere la certezza che la camera fosse riservata, cosa che ovviamente ho fatto.
Arrivo in struttura e il direttore mi comunica che per un errore c'era stato un overbooking e mi dice che mi avrebbe trasferito in un'altra struttura. Da 5 stelle che era il Life Resort siamo stati portati in un 4 stelle. Il direttore ci comunica che l'alloggio non sarebbe stato pagato visto il disguido, invece puntualmente vengono presi i soldi.
Ho richiesto più volte che mi venisse fatto un rimborso e nulla.
Oltre a questo, struttura con posizione veramente scomoda, accessibile solo con strada sterrata.
NON FIDATEVI. VI ROVINERETE LA VACANZA.

Poor WiFi, basic menu at the restaurant and poor road leading to the property makes it difficult to go into town to explore.
We also had to ask for a kettle to our room with tea supplies to our room. And they charge to use an iron which should be a basic for every room.

The remote area - and horrrible road. The restaurant néeds a sereious upgrade - one cammot ett tjere everyday and to get a transport to Watamu and Malindi is very difficult and expensive.
Rooms are OK but hardly no porslins, water boiler etc. as well good if at least soap, sjowergel could be included.
Very week internet. It is not a 4 or 5 star but should be downgraded to max 3.

Access is difficult due to a long, very rough road to the property. Check-in was slow, taking close to 30 minutes. The room lacked basic things like slippers and shower caps, and in my room AC failed on two nights, which made sleeping uncomfortable in the coastal heat. Wi-Fi was essentially unavailable. Cleanliness was below standard, with stained towels and floors. Service was inconsistent, including being left mid-order to attend to another guest- An Italian of course! The à la carte food is overpriced for the quality, and the bar is poorly stocked.

Soms kunnen ze ietsje sneller zijn met thee | drinken | juice te serveren terwijl je aan het eten bent en niet als je al bijna klaar bent ;-)