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Reviewed 3 weeks ago

Just returned from a week vacation at the Hideaway Punta Cana - the resort was beautiful, clean and the staff very friendly, food was good but not the best I've have had. The only negative thing was the concierges at the front desk in our building were very aggressive in wanting us to attend presentation on joining the Royalton vacation club (timeshare) this became very annoying by the end of the week.
I would like to just mention a few staff members who made the week great, Christen and Mily at the Martini bar, Andrys at the lobby bar, and Juan at pool bar were all great and made the week amazing. The Hideaway entertainment team did a great job planning activities every afternoon at the pool, and Tootie Fruity was hilarious he kept you laughing all day.
I would go back to the Royalton in a minute!!!

Date of stay: September 2019
Thank Paul_393939
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PRbluediamond, Manager at Royalton Punta Cana Resort & Casino, responded to this reviewResponded 3 weeks ago

Dear Paul_393939;

Thank you for giving us the opportunity to host you and for such a kind review. It brings us great pleasure to hear that we went beyond your expectations to ensure that you had a flawless stay.

We work hard to treat our guest’s will! We’ll make sure that our staff gets the recognition they deserve.

We are looking forward to the pleasure of welcoming you again in our Hotel and assure you that you will enjoy superior services and facilities on your next visit.

Sincerely,
Royalton Punta Cana Team.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

If you want all inclusive luxury then book The Royalton. I cannot fault the food, the staff, the room (a presidential suite), the entertainment or anything. If I was to be really picky I would say that all beds around both pools should have matresses on as it was like 'bed wars' in the morning to get a matress. The only room for improvement would be to have another large pool that isnt square (personal preference!)
I loved it here and can highly recommend The Royalton brand having visited The Royalton in St Lucia also.

Date of stay: September 2019
    • Location
    • Rooms
    • Service
1  Thank anjellad2018
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PRbluediamond, Manager at Royalton Punta Cana Resort & Casino, responded to this reviewResponded 3 weeks ago

Dear anjellad2018;

Receive a warm regard from Royalton Punta Cana;

Thank you so much for sharing your experience at Royalton Punta Cana not only for your wonderful comments that you have had about our team but also for taking the time to share your positive experience with the rest of the TripAdvisor community.

We are glad to hear your comments about the impression of our hotel. Reading your comments help us to know that our decisions are in a good way to give our guests the best possible experience. Your comments about the attitude of the staff will be shared with the objective to motivate to continue with the best quality and guest satisfaction.

We hope you visit us again, we will be very pleased to welcome you. Royalton is now your Home away from home!

Best greetings,

Royalton Punta Cana Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

"We stayed here in Punta Cana at the Royalton Punta Cana & Casino for 8 days. The people here are so nice, and work very hard....so writing anything other than a perfect review is difficult. But, for the price....and if you have ever stayed at a real
4-5 star hotel this might be a disappointment to stay here. And, we paid a lot for this trip and after reading reviews (5 stars) and research we were very excited and optimistic ! Like many people vacationing here for the first time, we did not know what to expect and we were excited and nervous. Read this review, and even if you do not believe it, at least you will be prepared for some of the surprises and disappointments you may experience..

30 minute ride from Airport to the Hotel, and the airport is a long walk out - when exiting it, and a little confusing. Check-in to the hotel took longer than expected, but they brought us free beers.

THE_ROOM:
**The first room we were given was dirty, had exposed wires, and a very unsafe broken deadbolt frame on the door (see photos). After a strong request we received an acceptable room.* *
The room we finally stayed in was good, had a few imperfections like a broken phone and the standard TV was too small (see pics). The bed was comfortable but soft, and the balcony large. The AC works great and the room will be cold if you want it. The minibar is pretty lame, a few beers and water and not very cold. The in room coffee is bad. Overall the room was beat up and worn....The rooms here look old and may have been impressive 10 years ago. In the end we accepted the room and got used to it.

The phone did not work for 3 days. The room had a broken sliding door, and a few other issues (again for the price this was not worth $350 per night). The lighting is dark in the bathroom and overall horrible lighting. The sink and shower design is poor, water gets everywhere. The bed was a little soft but we fell asleep every night, after the noise died down. On the first 2 nights there was a lot of noise until about midnight, luckily it stopped....The TV screen is SO small you cannot even see it or read the MENU on it....This is a complete joke. Looks like a 20 inch TV.

Many times we ordered room service, food , bottled water, and it NEVER came. Even after the phone was fixed. One of us had a birthday, and we paid for a cake, balloons and sign...for the room IT NEVER CAME. The workers here do not seem to be organized or trained, they work hard but there is no communication. Horrible, so forget about room service. The sheets were not changed every day , which is a requirement for a 4 star hotel resort.

2-3 Times our keys stopped working leaving us locked out for about an hour each time, and this became very annoying and stressful as you come back from the pool exhausted, dirty and thirsty....then you have to trek all the way over to guest services to figure out why you are locked out (again).

NIGHT_TRASH_FIRES:
(pics) The hidden secret of fires and trash burning at night. Nobody will ever tell you it is LEGAL in the Dominican Republic to burn tons of plastic and garbage (but it is). And they do it nightly, and sometimes the wind blows the toxic smoke into your resort. See the photos. For this one, at least 3 night there was so much smoke we woke up thinking there was a cigarette smoker in the hallway , our throats burning and swollen glands in the throat. If you leave on your AC it pulls in the smoky air from outside, this is extremely toxic, smells like burnt plastic and everyone is breathing it in. Other tourists were complaining of sore throats , etc. This is a huge worry, after breathing in this smoke while you slept.

*On Day 3 we got sick. We spent most of the day indoors going to the bathroom 15 times in 2 hours. Then recovering for another day. Luckily we had brought our own medicine.

THINGS_TO_DO:
There are no actual activities, there is no "kids play area" here. There are a few shops near the lobby, you have the beach, and 2 pools. We were struck at the lack of things to do.....there was some sort of beach party one night, but only a few people, dirty and just a bit lame.

THE BEACH:
is clean, refreshing, and plenty of chairs, cabanas, umbrellas. The Diamond area was almost empty and you could stay there also. The POOL areas were always crowded and the water too warm , to really enjoy and close at 6:00 every night. There was a nice little plastic slide and shade setup for kids on the edge of the beach, between the pool and beach. This was great for little kids. There was no service to the beach area as far as drinks and food. But, there also was not a lot of vendors bothering us either.

THE_POOLS:
Also, the water here in the pools seems to be very dirty and very warm....just too many people swimming and too hard to keep it clean. At night around 6:00 pm all the pools close and be careful going near them, you might get a face full of white bleach/chlorine powder that the workers throw in by the bucketful. We learned this the hard way on the 2nd night, when we were downwind of this toxic cleaner, it burns your eyes and lungs.....this is how they clean the pools, same water...but pour in chemicals. Easy to see how someone might forget a drink by the pool, retrieve it later and get a mouthful of bleach. The pools were not refreshing. The swim up pool area near the hotel rooms was much cleaner and cooler and not a lot of people. (pics) This was more refreshing.

NIGHT_SHOWS:
(see pics) Was almost every night (except 2 days when they had weddings and shut down a lot of the resort). The theater is a little run down, broken chairs, but was really the only thing to look forward to doing. It has a bar inside and the shows were about 1 hour long and were entertaining. Magic Act, Comedy, Madonna Impressions, Circus Act, and more Performer Dance.

“Memories Splash” closes at 5:00 and is small, smaller then expected. You might go here one time and that's enough. The water is very warm, and a little gross....wear a tight swimsuit and have some triple bacteria ointment. Also at “Memories” is a kids zone. The "kids play area" here is pretty rundown and small. Mostly computer games.
We tried eating at “Selections” and found it much worse than “Gourmet Marche”. The interesting thing, is walking back to Royalton was very enjoyable because of all the nature and animals you see on your 10 minute walk. (Ducks, birds, geese, peacock, frogs, lizards, fish, etc.....)

Mainly eat, sleep, drink, swim. Entertainment at night. But on the 3rd day and 4th day the resort area was taken over and closed off for 2 weddings...this is unacceptable. During this time there was nothing to do, except eat and swim in the ocean.
You will get bored unless you are very creative, this is not Hawaii, this is not Aruba, this is not Barbados. Also you might need to speak a little Spanish, for those that can speak it their service was noticeable better.

THE CASINO : is small, and empty ... about as big as 2 bedrooms. The casino had a roulette table, blackjack, and about 15 slot machines. At first glance the casino is disappointing, but we did make money here in about 25 minutes on a digital slot machine. They open at 7:00 at night though.....and was always a bit empty. They do payout in cash and actually round up. If you win $297 they give you $300.

THE RESTAURANTS :
We were told we had 9 restaurants to choose from so we would never get tired of the same place. In reality, “Gourmet Marche” is where you will be eating at the same buffet for breakfast and lunch. The other 8 restaurants NO breakfast or lunch available except “Selections” which is horrible and smaller than “Gourmet Marche”. 1 restaurant requires a reservation a full day in advance, so call today and eat there tomorrow night. Another restaurant charges you full price, and be warned, at the other restaurants the alcohol is not free.

We ate at “Gourmet Marche buffet” and “Jade”, and “Hunters” , “Grazie”, and “Zen”, tried “Selections Buffet” and skipped “Under the Sea” and only the 2 buffets were open during the day. We also skipped one of the “Bar Food Areas”, but there was a pool table in there and some music. If you ever eat at a few nice restaurants in you life, these will simply not compare.

“Jade” was a limited menu and the decor , lighting and food was below average. The chairs and tables wobbly, and the plate-ware was cheap (see pics). The food was like panda express, honestly might not be as good. The plastic painted cups here were peeling off red paint, disgusting....so beware. The portions small.

“Zen” wanted to be a BeniHana, but was not. Our dinner there after waiting more than a day was about 15 minutes long, even after a 25 minute wait at the wok. There were three of us and the food was ok, but the chef performance seemed really rushed and annoyed. It was pretty bad. The lighting and decor was great, the whole setup was beautiful, just the food was small portions and a bit of a let down.

“Hunters” was okay, but again alcohol not free. The portions here are again very small, so be prepared to rush over to the buffet after. The service was good, but again the decor , tables and chairs seem old. The cups and plates seem old too, paint rubbing off on the cups so beware.

“Gourmet Marche” is amazing and since you will be eating there every breakfast and lunch, that is good news. The variety is huge....bigger than any buffet we have seen in a long time. The food here seems very fresh. (note, a lot of the food at the other restaurants spears to come from here.) The buffet does change day to day also, some days its Mexican themes, some its patriotic, sushi themed, Italian themed. Overall very very nice. The coffee here is okay, but very dark.

“Grazie” actually quite good Italian food here, again nothing very impressive. The decor and lighting was very good, a lot of people always eating here. The tables and chairs seem newer, and the food portions were better.

“Coffee Bar” every morning went here for a cup of coffee, which all seem to come out of a machine and served in small cups. You will need 2 cups if you are a coffee drinker. The pastries are great here, and they also serve ice cream from a machine. There are some sandwiches but we avoided.

“Selections” a smaller , less variety buffet. Avoid.

We noticed at many restaurants that the cups were peeling off paint.....we have seen this before at cheap restaurants. The food and service at these other restaurants were nothing special, if you have ever eaten out at a restaurant before you will be disappointed. Everyone eats at the same buffet for breakfast and dinner (this was a shocker) do not arrive thinking your gonna have a choice of 7-8 places to eat, you don't. And 3 of the restaurants you have to take a shuttle to “memories resort” to eat there.

CONCLUSION:
The people here are wonderful, beautiful people. And we always tipped as much as we could everyday. The conversations are interesting, the people here are real. Overall we did enjoy our 8 day stay, but felt we paid too much and that those reviews, websites, and travel agents oversold the trip and over hyped what to expect. Since there really was not much to do, we just fell into the routine of sleeping, eating, swimming and relaxing. "

Date of stay: August 2019
    • Location
    • Cleanliness
    • Service
Thank SteveArchers
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PRbluediamond, Manager at Royalton Punta Cana Resort & Casino, responded to this reviewResponded 5 days ago

Dear SteveArchers;

Receive a warm regard from Royalton Punta Cana;

Thank you very much for taking a moment of your important time to provide us your review of your recent stay in our property.

I would like to apologize for your poor perception of our luxury rooms; normally they are highlighted by our guests and your comments are really important for us, we will share them but our Rooms Division in order to make improvements if applies.

We are sorry about the impressions that you may receive about the service from our staff; our objective is to provide an exceptional service to our visitors and continuously ensure a quality holiday among our guests. We took a note of your point.

We hope to have the opportunity to welcome you back at our Beautiful property, and assure you that you will enjoy superior services and facilities on your next visit.

Kind regards,

Royalton Punta Cana Team

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Reviewed 4 weeks ago

we stayed at Royalton for 7 days and in those days I was happy with the Dominican people, the rooms are spectacular and the people who clean are very friendly, the very friendly entertainment guys Arturo, Carlos, Landy and Marlene are very attentive guys to all their activities and make you laugh out loud, the food is excellent, recommended.

Date of stay: September 2019
Trip type: Traveled as a couple
Thank Marcelo5689
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PRbluediamond, Manager at Royalton Punta Cana Resort & Casino, responded to this reviewResponded 3 weeks ago

Dear Marcelo5689;

Receive a warm regard from Royalton Punta Cana!

We deeply appreciate that we have been able to meet your expectations and that our location and facilities, accommodation, rooms, and services that we offer in our hotel have been to your liking. It is a great pleasure to read how much you have enjoyed our resort.

We are looking forward to the pleasure of welcoming you again in our Hotel and assure you that you will enjoy superior services and facilities on your next visit.

Sincerely,
Royalton Punta Cana Team.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

Incredible resort with great pools, entertainment and beach access. The Diamond Club was a great experience in Royalton Punta Cana but the absolute BEST was the people. Every singe person in this hotel makes you feel taken care of, the service is unbelievable!, the food is so good, in every single one of the restaurants (yup tried them all ) Felt safe and happy during my entire stay! I highly recommend this hotel! Special thanks to Lucia G. - Sales Director and Cesar V. - GM

Date of stay: September 2019
Thank noeb233
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PRbluediamond, Manager at Royalton Punta Cana Resort & Casino, responded to this reviewResponded 3 weeks ago

Dear noeb233;

Receive a warm regard from Royalton Punta Cana;

Thank you for giving us the opportunity to host you once again and for such an amazing review. It brings us great pleasure to hear that we went beyond your expectations to ensure that you had a flawless stay.

We strive to deliver a great vacation to all of our guests and we appreciate very much your lovely feedback about our facilities, services, and staff. Comments like yours are our best reward.

We are sincerely looking forward to the pleasure of welcoming you again in Royalton Punta Cana and make sure that you will enjoy the best services and facilities on your next visit. Royalton is now your Home away from home! <3

Warm regards from paradise,

Royalton Punta Cana Team
Royalton Punta Cana Resort & Casino

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