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“Great Facilities and grounds, but restaurant service was appauling”

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The Royal Suites Turquesa
Ranked #51 of 111 Hotels in Punta Cana
GreenLeadersPlatinum level
Bristol
Level Contributor
17 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
“Great Facilities and grounds, but restaurant service was appauling”
Reviewed 3 December 2013

We are regular travellers to the Caribbean and have been to Mexico, Cuba and several other All Inclusive resorts in this area. The Royal Suites has great facilities and grounds, all of which are beautifully kept and maintained. The staff are friendly, but there is a general lack in service quality, which really shows up in the restaurants. In all the other resorts that we have been to, every restaurant has one person in charge, they walk the room and direct the serving activity, to make sure that no one is missed in this busy environment. The Royal Suites don't seem to operate this system and as a result we were often left waiting. Waiting to be offered a drink, waiting for our order to be be taken, waiting for wine to be refilled and on one night, we waited an hour for our main course to be brought out. When I complained to the lady who took the order, she apologised but gave no explanation, we waited for 15 minutes more and then left without eating that evening!
If you are first in the restaurant, it seems to work, but after the first wave of people they seem to lose track and it all went wrong in our experience.

This resort could be every bit as good as any other that we have been to, but dining is a integral part of the holiday experience for us and this wasn't a good experience on our stay.

  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank travelingmanBristol
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rsegarra, Gerente at The Royal Suites Turquesa, responded to this review, 10 December 2013
Dear. Mr. traveling man Bristol.

Thank you very much for selecting the grand palladium Royal Suites Turquesa. As your vacations in the Caribbean.

In this regard, we would appreciate your suggestion, Just by knowing your opinion, we will be able to improve our standards and facilities accordingly to your needs.

Unfortunately your expectations were not met at all; we apologize for these mentioned events that occurred on your last experience here. This is a great opportunity to let you know, that we will take all pertinent corrections in order this do not happen in the future.

Once again, thanks for selecting The Royal Suites Turquesa by Palladium as your destination and we hope to have the opportunity to serve you again in the future.

Merry Christmas.

R Segarra.
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Birmingham
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 3 December 2013

We stayed at the so called 5* Royal suites from 15-29 Nov 2013 and can honestley say it was awful, really nice room but nothing worked including the tv,jaccuzi,telephone,sink plugs, took numerous calls and days to sort out,a leak from the ceiling, reported several times but never fixed,we plus others were very ill from stomach upsets,Thomson Rep Sharron was next to useless we saw her twice but never acknowledged us,even on checkout she never spoke to us,the pool areas are shabby with broken and missing tiles,broken lighting points with bare wires,the coldest pools I have ever been in,but the grounds are beautiful very well maintained and tropical ,undercooked food was a big problem in most restaurants,the so called Butler service was haphazard at best. We were in block 55,during the day its very noisy with traffic,coachs,lorries etc and aircraft noise from punta cana airport, helicopters every 10 mins,not at all relaxing ! I would put this resort at 3*+ at best, very dissapointed a real shame but Thomson must have known this,if not take note,this is a very expensive resort and your clients work very hard to save the money to enjoy their holiday,be honest and let clients know the down sides,we look forward all year to our holidays,its heartbreaking when it turns out like this !

  • Stayed November 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank tezshaz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rsegarra, Gerente at The Royal Suites Turquesa, responded to this review, 10 December 2013
Dear. Mrs. Mr. Tezshaz .

Thank you very much for selecting the grand palladium Royal service turquesa , for your vacations in the Caribbean.

Seeing that your expectation was not according to your desires we want to offer you an apology for all the inconvenience you have faced on your recently staying.


Our hotel is part of the CRISTAL program which monitors all our standards health and safety. Cristal is a reputed international company based in UK and our complex applies the highest international standards.

Based on your opinion about certain aspects of our service; we should speak up for our staff and say, they are normally praised by most of our guest because of their very good job.

Unfortunately you were not satisfied with certain service, once again we apologize and hope to receive you in the future without these mentioned events.


Merry Christmas.

R Segarra.
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Ottawa, Canada
Level Contributor
8 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed 2 December 2013 via mobile

My wife and i stayed in this resort from Nov.24 - Nov. 30. We travel to Punta Cana two or three times a year. We are travel agents that specialize in Dominican so we never stay in the same resort twice. This gives us a lot of info for our clients that would like to go there. Anyhow i have to say that this is the best 5 star that we have ever stayed in. If you are looking at spoiling yourself for a week or two and don't mind spending a little more money then take my advice and visit this resort. We had a swim up room which was beautiful, clean and well updated. The restaurants on the Royal side were excellent. Yes the buffets on the palladium side wasn't very good actually very repetetive. The most I seen in any Dominican resort. This being said you don't have to eat there very often with all the choices you have. The steak house a la carte was amazing. The brazillian was amazing. In our room we had first class room service meals. That's breakfast, lunch and supper. When we were in our pool waiter/ waitress would get you drinks from the bar. The drinks were amazing as always. In our mini bar you get four sodas of you choice, water, snacks, four presidente beers and two Budweiser beers. This was replenished on a daily basis. You also get four bottles of liquor gin, rum, vodka and whisky. The beds i have to say were just OK. The beach as always in Punta Cana was amazing. We love the Dominican people they are almost always happy and friendly. I say almost always because if they're not smiling and happy it's probably because they were just dealing with grumpy guests that think they should be bowed to on every request. Yes you paid a lot for your trip but there are a lot of people on these resorts so have some patients. The gym which i used daily i thought was great. It had all machines and equipment you would need and the opening hours are great. I didn't indulge in the spa though but i did have a message on the beach which was good. Keep in mind I'm not one for this kind of thing but my wife talked me into it. To end I would just like to say that this is one resort that we will be returning to. It will also be highly recomended to our clients who are looking for a little luxurious vacation.

Stayed November 2013, travelled on business
Helpful?
1 Thank Steven B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rsegarra, Gerente at The Royal Suites Turquesa, responded to this review, 10 December 2013
Dear. Mr. Steven B.

Thank you for choosing the Grand Palladium Royal suites Turquesa. For your holiday and the publication of your opinion in this important network.

We are very pleased to know that our atmospheres of calm and relaxation, the service from all our staff have provided you an unforgettable stay.

Always we congratulate those whose work makes you feel in a friendly ambiance to have a wonderful experience as we desire.

We look forward to welcome you back very soon.

Merry Christmas.

R Segarra.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Helston, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 30 November 2013

We stayed at this resort between the 7th of November and 20th of November 2013 in the Royal Suites in block 58.

Reading the previous reviews on trip adviser I was really looking forward to this trip as the resort had received positive feedback and we had stayed on Bavaro beach twice before at other resorts and this would be our first Dominican Republic 5 star holiday.

Good Points

1)The location and grounds of the resort was stunning and we both love the beach and generally spend 8 hours on the beach each day and the beach was among the best and a the sea which was warm, seaweed and rock free and very clean.

2) The gym was large and well equipped.

3) The restaurants that were exclusively for Royal Suites and the staff that worked in them were excellent.

Bad Points

1) When you travelled across the world to arrive at your special destination for 2 weeks, we were 'greeted' by the reception member of staff who cannot speak any English and just hands you a card to fill in without any 'Welcome' or friendliness and you think OK we are tired perhaps its us and tomorrow will be better.

2) We met out Butler Oscar who walked us to our room, very smiley and friendly at that point. Expecting to be tipped. With hindsight we should have checked our room much more carefully before he left as on closer inspection there were problems including Ipod station not working, no TV remote control, no chairs or table on the balcony, not enough pillows for the bed. Regarding the pillows, as I saw a pillow menu by the bed, I thought I would contact our Butler to select my preferred pillows for a good nights sleep. I requested 4 feather pillows for both of us but was rudely told that hotel policy is to only offer 2 pillows and 4 is NOT AN OPTION. Don't offer this service then!

Our room was an upstairs room with swim up rooms downstairs, however the was sadly no water in the large pool and just warning tape around the pool and it was not filled up for 2 days. Such a lovely view!

3) Another feature of the Royal Suites was your own personalized mini bar if you just filled in the card with your own drink selection. We did this on day 1 and it was just ignored for several days until we complained to the bulter.

4) We were told that our Butler Oscar would be available on an ongoing basis, as he would reserve the various restaurants for you etc. However after our initial contact, he was not seen for almost 7 days so we had to use the main reception Butler service. In summary Oscar was useless whenever we had any dealings with him.


5) The glass toilet door kept dropping out of its hinge and jamming on the floor and we reported it 3 times with different people for the first time and it was not fixed for several days and this happened on 3 further occasions over the 14 days and we eventually gave up and just lived with it.

6) We tried to change rooms at the start as we asked to be near the beach but our room was on the furthest point away from the beach. The only response you get from the reception staff, is we cannot help you today please come back tomorrow at 9.30am. It turns out those guest that have yet to arrive are more important than those already at the resort so they are not willing to alter any room allocations or be helpful.

7) Considering we were supposed to be in the extra special section of the resort, most staff we tried to speak to gave wrong information about which restaurants were open and when and had no idea what shows or entertainment was on and where each evening. The general level of knowledge about anything was very low.

8) Although the gym was very good, the Spa was a real disappointment considering it was just 1 year old. Most of the free hydrotherapy water treatments were not working and one of the jacuzzis was hot it was unsafe to enter. With all of the water in the spa, you would have though there would be a least 1 towel, but these did not feature and if you wanted such towel, it has to brought from elsewhere.

9) The main gift shop/ general store was the most expensive shop we have ever visited. As you may imagine we needed to buy some Imodium for a very bad stomach and the cost was $15.

10) Outside of our own special 2 restaurants which was only for the Royal Suites(which were very good), we tried the buffet and on two separate occasions and after walking around and looking at the food, found that it was of a very poor standard and presentation. The number of people packed into the buffet and rugby scrum effect to get food, we felt very sorry for the people who had to eat there every night.

11) Lastly our Thompson rep Sharron, as you may now imagine she represented the level of quality of the staff in the resort, overall very poor. I think she gave us the poorest Welcome Meeting that I can ever recall and made no attempt ever talk to us again for the 2 weeks. To demonstrate her low level of ability, while we were all waiting to leave and catch the airport bus, she did not make any attempt to speak to us or any of the group who were leaving or ask us did we have a nice holiday. We sat opposite behind her while she chatted solidly to her pal who she must have known, for about 45 mins. The bus arrives and we all get on but the bus rep notices there is 1 couple missing so we have to wait for 15 minutes while they try to find them. Most reps with any common sense would have at least checked all their guest were present as we all sat their together for such a long time, but Sharron no. I hope Thompson read this review as she does not represent a 5 star resort.

  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank markjo013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rsegarra, General Manager at The Royal Suites Turquesa, responded to this review, 26 December 2013
Dear markjo013,

Foremost we would like to thank you for having taken some of your valuable time to post your review after having stayed with us at The Royal Suites Turquesa By Palladium.

With greatest interest we have studied your comments and are quite concerned since we did not surpass your expectations with some of our services. We assure you that your observations will be discussed with our managing team; therefore, action plans will be placed in motion as to improve the level and quality of our services.

Please accept our apologies and we hope that these situations do not deter you to come back in the future. We will be attentive to your next visit and thus ensure an uneventful vacation.

Merry Christmas and Happy New Year!

R. Segarra
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Melksham, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 29 November 2013

We stayed at the Royal Turquesa Suites from the 3rd Nov – 17th Nov and had a fantastic time.

When we arrived we were greeted by Charlyn on reception who was very friendly, she organised for some Champagne to be sent over to us whilst we were checking in. We were then met by our butler Jose.

Jose was very helpful and showed us to our room, on route we stopped off at a map which showed you the whole resort, Jose went through this with us. We had a swim up room which was exactly as it was described when booking this holiday and Jose again went through everything in the room and the services that were available to us.

Swim up rooms as everyone has said were definitely worth the extra money. Our room (5404) had the sun in the afternoon and was very hot; we stayed on the beach for most of the day, geting back to our room about 4pm so we could enjoy the last bit of the sun with waiter service bringing us our Piña Coladas!

We really enjoyed the food here and enjoyed the restaurants just for the Royal guests. The waiters are so lovely here, we were laughing and joking with them all, If you made the effort with them, trying to say a few Spanish words, you got so much back from them they really made our holiday, and the bird and cat noises I will never forget. Thanks to a few of the waiters, Michalas, Sucre, Francisco and a waiter we called Benteke.

The waiter service on the beach on the whole was ok, the waiters were very good coming round very regularly to take your drink orders but the girls were not so good, particularly one girl who conveniently didn’t wear a name badge. She was only interested in serving you if you gave her a tip or presents, if you didn’t, she didn’t bother with you, if you did manage to catch her eye, she was very rude and the drink took ages to arrive.

We would like to say a special thank you to Jose our butler, he was so helpful and always happy to see you. He dealt with our queries in a very quick, professional manner, including dealing with some noisy neighbours. It was our anniversary whilst we were away and he organised a special table for us in our favourite restaurant Le Chanterelle, which had been decorated with the beautiful flowers from the resort gardens.

I could go on and on about how friendly the staff are at this resort, they really made this holiday for us and would love to go back.

Room Tip: Swim up room well worth the extra money
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  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Janda1111
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ltajes, Gerente at The Royal Suites Turquesa, responded to this review, 30 November 2013
Dear. Mrs. / Mr. JANDA.

On behalf of grand palladium Royal suites Turquesa, we are very thankful for dedicating your valuable time to share your experience with us.

We have seen that your experience was great and satisfied. We have noticed, That Your Experience with us was Wonderful, and filled out all your expectations, through this response, we let you know that, your Words Encourage and motivate us to maintain and improve our Level of service.

As well we would like to invite you once again to our complex to keep those memories and go beyond your expectations.


Kind Regards.

L. Tajes.
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Milton Keynes, United Kingdom
Level Contributor
22 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed 25 November 2013

My husband and I spent 11 nights here in October. We were intending to write a review together, hence the delay....

We upgraded to a swim up room and we are so glad that we did - thank you Maximo for your help. It was so good to be able to sit on the terrace and get into the pool to cool off as and when I wanted. The bar staff came around regularly to ask if we wanted a drink (I hope Maribel had a good holiday with her family).

I had two massages - one at the spa and one at a cabana near our room.

The Royal restaurants were very good - we also went to some of the other a la carte restaurants (Japanese, American, Brazilian) and had a very good lunch at the arricife on the beach. Our only disappointment was the Chef raffaele Trattoria. Having been seated we were not offered a drink or a menu and after some long time we ordered one starter and two mains. We watched my husband's pizza being made (it was a Calzone) and then it was put to one side - after another very long wait my pasta starter arrived with my husband's pizza - both cold. My husband saw the manager and explained the problem and he just walked off - at which point we walked too. This is our only bad experience of our time in Punta Cana and our previous visits to to Royal Suites Yucatan in Mexico.

We had a lovely holiday and would consider going again. the weather was good (with a terrific electric storm during our first night)

  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Nana_Sadie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rsegarra, Gerente at The Royal Suites Turquesa, responded to this review, 27 November 2013
Dear. NANA SADIE.

Thank you for choosing the Grand Palladium Royal suites Turquesa. For your holiday and the publication of your opinion in this important network.

We are very pleased to know that our atmosphere of calm and relaxation, the service from all our staff, have provided you an unforgettable stay.

Always we congratulate those whose effort, makes you feel a safe and secure environment in order to have a wonderful experience as we desire.

we look forward to welcome you very soon.

merry christmas.

R Segarra.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Amherstburg, Canada
2 reviews
Reviewed 24 November 2013

We had a great time at the Royal Suites Turquesa from Nov9 to Now 16. The room was spotless, beautiful and spacious. We had a swim up room that was beautiful and clean. Although there are many restaurants that you could make resurvations to,we mostly ate at the buffet style restaurants,that way you can pick what you want and see it first and believe me there is so much great food to choose from you wont feel like you are missing anything by not going to the ala cart restaurants. The service is great and although there sometimes a little bit of a language difference they try hard to please you and are very pleasant. Our waiter at the buffet Rafael Alberto Munoz was the such a great waiter and works very hard to ensure your meal is perfect every time. and always a bright smile to great you. Over all we had a great vacation, lots to eat, lots to drink and lots of sun. This is a beautiful resort and well worth the money.

Room Tip: we stayed in 5701 that is a swim-up room well worth the extra for that. And a few dollars tip here a...
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  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Steven B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rsegarra, Gerente at The Royal Suites Turquesa, responded to this review, 27 November 2013
Dear. Mr. STEVEN.

Thank you for choosing the Grand Royal suites Turquesa. For your holiday and the publication of your opinion in this important network.

We are very pleased to know that our atmosphere of calm and relaxation, the service from all our staff. have provided you an unforgettable stay.

Always we congratulate those whose work makes them feel safe and secure environment to have a wonderful experience as we desire.

we look forward to welcome you back very soon.

merry christmas

R Segarra.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Royal Suites Turquesa

Property: The Royal Suites Turquesa
Address: Avda. Francia s/n | Playas de Bavaro, Higuey, Punta Cana 23000, Dominican Republic (Formerly The Royal Suites Turquesa)
Phone Number:
Region: Caribbean > Dominican Republic > La Altagracia Province > Punta Cana
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#31 Casino Hotel in Punta Cana
#35 Romantic Hotel in Punta Cana
#37 Family Hotel in Punta Cana
#44 Top resorts Hotel in Punta Cana
#47 Luxury Hotel in Punta Cana
#47 On the Beach Hotel in Punta Cana
Price Range (Based on Average Rates): ££
Hotel Class:4.5 star — The Royal Suites Turquesa 4.5*
Number of rooms: 372
Official Description (provided by the hotel):
The Royal Suites Turquesa is an exclusive VIP area of 372 luxurious rooms located within the Grand Palladium Resort in Punta Cana. Featuring private facilities and personalised service, the area includes an exclusive restaurant, concierge service and free Internet in the private lobby, air conditioned bar serving premium International beverages, exclusive pool with built-in Jacuzzis and bar service to the sun beds by the pool and at the beach, and much more. For adults only. ... more   less 
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Also Known As:
The Royal Suites Turquesa By Palladium Hotel Punta Cana
Royal Hotel Punta Cana

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