Where to start with this review of the resort. I guess we will start from day one arriving to the resort that was defiantly not ready for guests. We booked the diamond club and arrived on Oct 1st the first day the resort re-opened since being closed 7 months due to COVID. There were no welcome drinks or hot towels handed out. When we got to the lobby and there was a long line we were told to wait on line for the main lobby check in. I told the employee we are diamond club and suppose to have private check in, well the diamond club lounge room was closed. How can you not have the diamond club lounge open when people booked that package. Well after complaining about that they sat us down on the couches and had a desk person come over and do our private check in not the experience we paid for. We got our butler Lenny and he started to show us the whole resort. It's a beautiful resort. We then made our way to building 5 where our two bedroom swim out suite was. The hallways were dark no hallway lights on and had room safes all scattered in the hallways. We get to our rooms 1352 and 1350 to be told the rooms are not cleaned. Hold on you been closed 7 months and knew Oct 1st was the the day to open up the resort and how are the rooms not cleaned already and ready to go for the guest you had months to get the rooms clean and ready. That was strike two. So we go to the only place open for lunch as we wait for the room to be ready. The food was horrible nothing worth eating. There was strike three. About an hour later we find our butler and takes us to our room that was now ready, well let me tell you the rooms were not ready by any means. I had a list of issues with both rooms and told the butler about them and he assured they would get done. By this point we were pissed kids were cranky and wanted to change in there suits to swim. We went back to the lobby were we meet the GM Stephanie. We told her everything that was wrong with both rooms and it was a laundry list of stuff. She assured that the issues would be taken care of. Some stuff were taking care of as other stuff we had to keep calling or going to the lobby to see Stephanie. At 1100pm we finally got the TV fixed and were able to watch TV and order room service. Still the A/C in master bedroom was not corrected after they claim people were in there to fix ( A/C was fixed on day four) So our first day was a waste and couldn't enjoy the pool or beach due to running around to get issues taken care of and waiting for luggage to be delivered. We booked through Cheap Caribbean and got a package for up too 600.00 in resort credit and a 150.00 couple massage. We brought this up to management and were told that the department that hands out the coupon book is not working and will have to check on the couple massage. It took the next day to get a answer to pretty much lose out on the credit cause its only used for upgraded wine, or room upgrade or culinary experience. We had the room we wanted so didn't need that and wine we weren't going to drink bottles and couldn't do the culinary experience cause it was for adults only. So we lost out on the resort credit and did get our 150.00 couple massage. If your not going to honor the credits tell the online sites to remove from there bookings. The diamond club was nothing to special due to the fact that most stuff that were offered were not offered. There is no top shelf liquor as advertised for diamond club members and the top shelve liquor was for a fee. They must consider the included liquor as top shelve and by far it wasn't. The Butler service for diamond club is a joke. Our butler Lenny never checked in with us every morning the things I told him that was wrong never seem to get corrected and was really never around during the day. I would say the butler service is not a true butler service like other resorts. We travel a lot and been to many resorts around the Caribbean and by far this was the worst resort experience we had. To make matters worse the resort did a weekend special to the locals and let me tell you the resort was packed with locals overcrowding the pools and pool bars, it was not a pleasant experience and dealt with this from Friday till Monday. The food experience at the restraunts were mediocre and service was slooooow. I would say hibachi had the best food and the other restraunts not so great. The night life is boring and if you go with kids there defiantly going to be bored. I can go on and on about the issues with the resort. In our feelings as were the other family we went with that had worse issues then us we all agree that the resort was not ready to open on Oct 1st. We spoke to workers that agreed and management but them all in a tough spot with all guests complaining to them that is not fare to the workers that have to deal with that. We were even told that the majority of the workers came back the same day the guests were coming. How do you bring your employees back the same day your getting guest back another failure on management and the higher ups. This all explains why the rooms were not ready or in bed shape, bad food, the lacking of diamond club and other things. This resort had potential to make guests enjoy the first week of re-opening but failed in every direction. We will not be booking with any Royalton property as this brand put a bad taste in our months. I just hope they improve as time goes on and if any does book this resort will have a better experience.
I had just arrived at this hotel, I arrived at 1:50pm. No complimentary drinks upon arrival, no snacks. But I understand due to COVID. That’s fine. They took about an hour to take our information in for check in. They then proceeded to take my payment for the room, and told me that the room was not ready. They also applied a $100 per room fee for security. They advised me to come back at 3:50pm, that the room will be ready. I went to go eat, at one of the restaurants, the food was delicious. The beer was nice and cold. Upon returning to receive my room key, the front desk stated our rooms were not ready because they were still occupied. Mind you, check out is supposed to be at 11am. They said the Diamond club members can have a late check out time therefore our room was not ready still. They gave us the option to get a swim our room at the neighboring hotel, Hideaway, which was adults only because of us waiting so long. However, those rooms were not ready either, they needed to be cleaned.They stated our rooms would all be together, neighboring eachother. They told us to wait another hour, and come back. We went to the Diamond club beach bar and had some drinks which were decent. Another thing, Diamond club does NOT include top shelf liquor. You have to pay for top shelf even after paying for luxury Diamond club. Which was a surprise to us, and also quite disappointing. At this point we were upset and very annoyed with the news. When we returned, the staff still didn’t have an idea if our rooms were ready. It took us complaining about it to get them to get our rooms. None of our rooms were together. The minibar does not have any alcohol. The tv does not work or has another customers name checked in for it. This is by far the worse experience I have ever had at a hotel. We did not get to our rooms until 6:00pm. And had we not mentioned it, we would’ve probably got them at a later time. The staff is EXTREMELY DISORGANIZED. Waiting 4 hours for a room is absolutely unacceptable. It seems as though they have no idea what’s going on or what rooms to give each visitor. I hope the rest of my stay is better, but the first day was an absolute disappointment.
We had a fantastic family vacation in March and just arrived back in time to be locked down from Covid unfortunately.
We stayed at the Royalton Resort and Casino from March 8th to the 15th 2020. We opted for Diamond club as you tend to have some really nice perks with this diamond club selection. Please be mindful that there are two Royalton resorts in Punta Cana. The one we stayed at was the Royalton Casino and Resort, it’s very different from the other Royalton just few mins walk down the beach where we ventured off to explore. In my opinion our Royalton was far better especially for families with small kids. Our resort had the advantage to use Memories Splash Resort’s water park. The Memories Splash Resort is directly off the road when you enter into the Royalton. This resort does not have beach access and they have to walk up to use the beach where the Royalton is. It’s just a hop skip and jump to their water park, we walked there all the time with a 4 year old and 10 year old. They even have a trolly that you can use all day off needed. It’s really not needed though.
We have stayed at the Royalton in Negril, Jamaica and now this one in Punta Cana. This Royalton is not your traditional as it was another resort before and bought out by Royalton so they have made it pretty similar to other Royalton’s. The Royalton down from where we stayed is your traditional Royalton. It’s actually very contemporary and it’s not for families with little ones because of its layout. There are very few buildings by the beach. The kids/lazy river is at the front of the resort and requires a ton of walking. They also do not have a trolly of any kind. So you may want to be picky on what building you stay in. If your more pool people then you are okay. That resort itself to me looks like a concrete jungle, with modern decor and contemporary pools for all ages.
We loved our resort. It’s smaller, amazing access to all amenities and my kids felt safe. Our room was smaller than your usual Diamond Club rooms as this was not a Royalton from the get go. The interesting thing about our resort is they have an inside theatre for entertainment at night, it’s actually like a movie theatre that is huge with seating that’s like a tier. This is great if weather was not on our side at night. They also had nightly entertainment outside too after the big show.
The food was great, we had a steak at the steak out that was probably one of the best steaks we had in our lives so far. I know meat and I have ate at some of the $$$$ places for steak and this was so incredibly good. The Buffett, we loved it always different themed and kids love this. If you choose Diamond Club, you have a butler and they take care of you. They make sure you get into all the restaurants when you want and it’s such a better way to organize. Diamond club also has an exclusive area on the beach with beach hut for food and drinks for Diamond Club members only. My kids really loved this.
The resort was extremely clean. No bugs at all, always spotless. I am extremely OCD with cleaning and I loved how well they cleaned everything here. We never felt obligated to tip. It was either you did or you didn’t, nobody treated you differently or was there lingering for a tip. I love the Royalton chain. It’s nice. I did enjoy the rooms better in Negril Jamaica, but this was also amazing just slightly smaller rooms. Our fridge was always filled with drinks and we had tons of hot water, extra towels... these things are so simple yet make your trip so much more enjoyable.
I recommend the Royalton Resort and Casino over the other Royalton in Punta Cana. It’s just fantastic!!!
Stayed here as a family of 4 in November, impressive upon arrival although check in was a little slow, arrived late and was allocated a room unfortunately it hadn't been cleaned properly and there was no towels or drink making facilities, called up and this was resolved fairly quickly, next morning realised that the room was on the service road with no sun on the balcony so I requested to change rooms, this was granted and we were moved into another block, much better view and location, room also seemed to be in much better condition than the previous. 1 annoyance was that the Mini bar wasnt stocked daily and we had to request for this to be done on return to our room each afternoon, whilst a minor niggle it's not what I expected from a 5 star resort. The Beach at this place is beautiful, we've been DR before and this was our main reason for returning. We enjoyed the buffet restaurant, steakhouse and sports bar for food, the other were nothing to get over excited about and again a little disappointing in my opinion. We hired a pool cabana, this was great and worth the money, we got a bottle of ciroc vodka, ice bucket, water, cans of pop, waitress service all day with fruit platter and lunch from the diamond club menu it was fab! We booked a meal on the beach for our anniversary, again incredible, beautiful setting on the beach, wonderful service and the most amazing steak (probably 32oz!!) Yori at the pool bar was excellent as were most of the other team members. We had a great time at Royalton Punta Cana but heard that other Royaltons are of a much higher standard I comparison.The theatre needs urgent attention as 30% of the seats are broken but shows and entertainment were good fun. Memories splash hotel is great as they have a better pool scene for the kids (although it's not near the beach) another niggle was that the pool at RPC is rather small and does get crowded with Memories guests. Room service was great, the coffee shop was pleasant enough too. We use local tour guide for excursions and had some excellent trips, Saona Island is a must! Would we return...yes absolutely, although keen to visit another Royalton to compare standards.
This was our 1st trip as a group and we had an awesome time. The food selection was amazing, we enjoyed the la carte restaurants especially The Hunter Restaurant where the food and service was excellent. We also enjoyed the Gourmet March International buffet, it offered so much selection for breakfast and lunch.
Each morning we were warmly greeted by Fernando and Vianny who worked for Travel Smart by the conceige in our building. They were very helpful and answered all our questions. We had a few minor issues with our room and they directed us to the appropriate personnel and ensured that we got our issues dealt with in a timely manner. We enjoyed sunbathing by the sea, the water was warm and clear. Overall we had an enjoyable time!!.