My husband, myself and our adult daughter took a Christmas trip to this resort. We were there for 5 days starting Christmas day 2012. My husband upgraded to the "Royal" service with the suite.
When we checked in, it seemed very unorganized on the "Royal Service Lounge"...luggage all over, lots of talking...we were assigned a'concierge" (Wilson Guzman)who would 'take care of our every need'...He took us to our suite...they didn't give us our room keys...we had to wait for him to go back and get them.
Our suite included a king bed, fold out couch, dining area, kitchen with fridge/cabinetry etc and an oversized whirlpool tub. Looked like a small apartment.
Pros-Very spacious/prob too much space for 3 of us
Cons-One of the TV's did not work. Amenities were of substandard quality. You got shampoo/lotion/body wash/shower cap & sewing kit. I've seen better amenities in a low rent travel lodge. There was also NO conditioner. When I asked housekeeping for it, they said it was NOT provided. The I want to the Royal Service lounge to ask for it...they looked at me like I was crazy and said I could purchase it in gift shop. We had to purchase conditioner in small bottle gift shop for the bargain price of $11.00.
We also did not travel with a large bottle of sunscreen knowing we could not have more than 3 oz. We planned on purchasing it there. Gift shop price-$33.00!! You did not read that wrong...THIRTY-THREE American dollars for sunscreen. Ridiculous!!!!
One would think that if you pay for an 'upgrade", special services and amenities would come with that upgrade. Not so. In fact, I asked my husband , "what were we getting extra to show for the 'upgrade'"?. We couldn't name anything.
Other notes...grounds are massive...be prepared to walk...ALOT. There do have trams and golf carts running you to beach, etc...but it was only by chance that one would come by.
If you want to book an excursion, be prepared to go to the 'other' resort on other side of complex to book it. It's far away too.
We did do some gaming in casino. Many of the slots were out of order or malfunctioning.
The food was good...I would not say world class gourmet. I guess when you're preparing that much for such a huge resort, quantity wins out over quality.
Service-There were a few people who insisted on taking great care of us..."You are on vacation, I do the work for you"...That was great, but unfortunately, only sporadic. Many of the times we wanted/needed something, it was seemingly a bother for the people to help us. Not saying hello when we walked up...engaged in their cell phones/conversations. (This was especially evident when we went to get towels at the kiosk by the VIP pool..there were FOUR people in the booth, not ONE of them looked up to help us)..There's that "Royal" service again. BTW, we never heard from or saw our concierge for the entire trip.
-Upon our arrival, we should have been given a tour of the ENTIRE facility. Only on my morning walk on the LAST day did I discover the other pool, restaurant, climbing park, ponds and facilities.
We missed out on this stuff.
-The ENTIRE staff needs a refresher course on service. (Perhaps banning cell phones while on duty?)
We spent between $6-$8 THOUSAND dollars on this trip. The "Royal" VIP service upgrade was not even close to its moniker. Don't waste your money on it.
Would we go back? Probably not. With all the descriptions like "Royal", VIP, high end service, top class floating around...they need to look those terms up in the dictionary and start over. They have a lot of work to do.
My guess is with the upcoming Winter/Spring break season..things will likely get worse.
Try not to get a room near the tram/train path. They have those, as well as full size trucks drivin...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear mary o;
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Warmest regards from Punta Cana;
As a service-oriented company, we highly appreciate our guests' opinion and therefore we recognize the value of taking your time to let us know about your experience. Our commitment is to achieve our guests’ total satisfaction, therefore we feel very regretful that some of our services did not meet your expectations. We have taken a good note of your observations and discussed it with our management team in order to take the appropriate measures wherever possible.
In our effort to continuously improve the quality of our services and facilities, we put our greatest interest and value in our guest's opinion; it is a shame to know that the Royal Service, the amenities and the service in general did not meet your expectations. Please accept our apologies for the experience during your visit and any inconveniences that this may have caused.
We are really concerned to know the inconvenience that you had during your vacation in the hotel. Please accept our apologies for the experience during your visit and any inconveniences that this may have caused. Thank you so much for bringing these comments to our attention so that we can continually improve our service. If you wish to contact us on a private matter you may reach us at firstname.lastname@example.org.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.