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“A Two Star Building Site, Not Five Star Luxury”

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The Royal Suites Turquesa by Palladium
Ranked #50 of 111 Hotels in Punta Cana
GreenLeadersPlatinum level
Essex
Level Contributor
30 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 47 helpful votes
“A Two Star Building Site, Not Five Star Luxury”
Reviewed 29 August 2014

Having paid £5000 ($8300), we went on the trip of a lifetime – our honeymoon, with high expectations. Although we had a great honeymoon, the Royal Suites Turquesa sadly failed to delivery in so many ways.

On arrival we had to fill out a very lengthy form, which seems all a bit unnecessary as they could have got all the information from our travel company (Thomson), most hotels seem to be able to check you in within a matter of a few minutes, but not the RST, the staff were unbearably slow (after a journey of over 10 hours, we just wanted to get to our room and freshen up). I had emailed about 4 weeks prior to arrival asking for a couple of special touches as a surprise for my new wife. I had asked if we could have a swim up room (which I was happy to pay the upgrade cost – this wasn’t an option when booking), petals on the bed and champagne in the room to toast our arrival. On check-in I was advised we had a swim up room, so was even more excited to get to the room.

We were shown to our room by our Butler (RST provide a more personal butler service, however a mixture of a bit of a language barrier and the fact she was rarely at her desk meant it was almost pointless). Sadly the butler lead us up the stairs, which of course meant we didn’t have a swim up room – very disappointed (they also didn’t put the petals on the bed and provide a bottle of Champagne in the room as they promised they would do). We went straight back to reception to try and resolve the problem, however they then informed me there was no availability for an upgrade, but to come back the following day at 9:30 and they’ll see what they can do (they seem to do this habitually, I don’t understand how they don’t know who will be in their hotel the following day). It wasn’t ideal as we couldn’t unpack and get comfortable in our room, but really wanted the swim up.

We went to reception the following day at 9:30 but they said come back at 11. So we went back again at 11, was told there was no availability and we should come back the next day, we decided to give up on the upgrade at this point.

During our second day we discovered half the hotel was undergoing renovations, with the main pool closed. The building works taking place during this time were also incredibly loud with almost constant banging and angle grinding going on all day which made the sitting in the beach not a very relaxing experience. We weren’t informed about these renovations and removal of facilities prior to our arrival or during check in, which is extremely poor. We complained to the Thomson Rep at the resort and were given a room upgrade (not a swim up though). We accepted the upgrade but were most frustrated as complaining and the farcical way they went about switching over our rooms meant we lost almost a full day of our holiday. Had we been informed about these works before we arrived, there is no way we would have stayed at this hotel. They are apparently going on for 6 months, so if you’re planning on traveling before February 2015, bare this in mind, the noise is terrible, not to mention the open trenches and holes that were all over the resort as part of these works, which were extremely dangerous.

Other things of note, the food wasn’t too bad, not amazing, but better than some AI hotels I’ve travelled to before. The two exclusive A la carte restaurants are pretty good, Japanese was good fun, Spanish was pretty good Tapas. I had read good reviews of the steak restaurant on tripadvisor, but on our visits the service was appalling, but worst of all on both occasions I had ordered a rare steak, it turned up at the table almost stone cold.

The food in the buffet restaurants was all cold, they seemed to have no suitable way of keeping the pre-cooked food warm.

Both my wife and myself suffered from food poisoning or a viral stomach bug resulting in us feeling very unwell for a couple of days. We were advised by the rep to see the doctor, but they wanted to charge $135 for just an appointment!

Most of the staff at the RST are quite rude and surly, a few were good, but not many. If you tipped well, then they would be a bit more friendly (in my world, I tip when I receive good service, I don’t tip to receive some kind of service).

There are a couple of shops on site, however these are nothing short of daylight robbery, how they can justify $12 for a bag of crisps or $5 for a bar of Hershey’s is beyond me. Steer well clear of the shop, however they did a roaring trade on the anti-diarrhoea drugs though. There is a free bus service to a local shopping centre where you can buy supplies though. There is also a little town with quite a few shops just down the beach, they are very pushy but were quite polite so all good fun really.

Every time you walk near the Spa, be prepared to be hassled and hounded by the staff to get you in and charge obscene amounts for the privilege.

Our rooms were in the middle floor, try to get a top floor room as the sound from people walking around their room upstairs is very loud, especially when you’re lucky enough to have people above who were walking up and down until about 1:30 am (constantly for hours), then starting the thumping with their feet at about 6 in the morning – not making for a very relaxing experience.

The hotel is quite run down, most of the buildings are showing signs of crumbling (even on the so called ‘new’ part of the hotel), the pool is missing hundreds of tiles and many more coming off daily, these are sharp and extremely dangerous. The grounds are well kept though and the gardens very nice.

In our room, it was hit and miss whether we had hot water or not. We did have a very smart shower which water jets and steam functions, but sadly the water pressure was so bad that they barely failed to deliver a trickle of water on our heads.

We didn’t drink any alcohol in the room, but the soft drinks in the fridge were only filled every couple of days.

The toilets at the beach also regularly didn’t have water and on more than on occasion, excrement was all over the toilets (I’m not sure whether this was cause or effect of the bursts of diarrhoea that seemed to be doing their rounds).

The areas around the pools were also very dirty, tables weren’t wiped and glasses not cleared away.

A couple we had become friendly with had an iPhone stolen from their room, however the hotel completely failed to take any action about this incident, indeed they appeared to be more obstructive rather than helpful.

All in all, a pretty damn terrible hotel/building site. So disappointing and very upsetting, they failed time and time again to deliver a good service, all I can say, is please don’t go.

Room Tip: Ask for top floor, the noise from rooms above is almost intolerable
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  • Stayed August 2014, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
Helpful?
4 Thank Davew78
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ltajes, Resident Manager at The Royal Suites Turquesa by Palladium, responded to this review, 19 September 2014
Dear Guest,

Firstly, we would like to thank you for having chosen The Royal Suites Turquesa by Palladium. The opinion of our customers is of the greatest assistance to us.

We are most disturbed to learn about your dissatisfaction on this trip. Allow me to extend our most sincere apologies if we could not far exceed your expectations with some of our services and facilities. I regret not having had the opportunity to attend you personally during your stay. We also organize a special event, the Management Cocktail, where our guests are invited to make suggestions, ask questions and share their comments with the various Department Managers.

Be assured that all your observation have been studied and discussed with our managing team. We understand that there is always room for improvement and our guests’ experiences play the key role in this continuous process, which leads us to achieve service excellence.

Sincerely,

L. Tajes
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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English first
Toronto, Canada
1 review
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 27 August 2014

Myself, as well as the rest of my group, came to Grand Palladium and were pleasantly surprised by how much better the Royal Suites guests were treated in comparison to regular guests around the Grand Palladiums. We had private butler service, as well as private transportation to anywhere around the resorts. Our rooms were quite lovely, however a couple of friends ended up with dingier rooms than some (due to damage and overall cleanliness). I travelled with a group of 6 people and we all were having an amazing time until about the third day into our vacation....

Due to the fact that the food in every single buffet (and some of the a la carte restaurants) was lukewarm at most, every single one of us came down with a horrible flu. FOOD THAT IS MEANT TO BE WARM SHOULD NOT EVER BE ALLOWED TO GET COLD. Once cooked food turns cold, bacteria grows all over the place, and this resort was notorious for cold food. We even asked some of the waiters for our food to be warmed up and when our plates were handed back, the food had not changed in temperature at all. Grand Palladium recycled food and drinks. I witnessed this horrific event several times. I watched as unfinished drinks or unwanted drinks were just dumped back into the drink dispensers, as well as food. No wonder my entire group was sick....would not recommend this resort ever again unless the entire Grand Palladium chain decides to abide by health and safety regulations....not to mention the plane ride home consisted of everyone running to the bathroom or lining up due to illnesses from this resort.

Room Tip: If you choose this resort, i recommend to bring at least 50 packages of pepto and other flu/nausea m...
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  • Stayed August 2014, travelled with friends
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
7 Thank TravelChicaa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rsegarra, General Manager at The Royal Suites Turquesa by Palladium, responded to this review, 8 November 2014
Dear Guest,

With respect to our reviewers and after some investigations regarding to your comment, I'd like to respond by putting things in perspective a little. As this is a very public and influential forum, I feel this review is quite biased since the majority of our genuine guest’s reviews are so positive.

Without a diagnosis from one of our physicians on duty, we cannot assume that the situation related with your health status you mentioned was caused by a food poisoning. Besides that, never before we have heard that a flu could be produced by any lukewarm food. As the health and wellbeing of our guests is one of our top priorities, our hotels participate in Cristal, a world-renowned British hygiene assurance program with very high standards. This system is being managed on a daily basis and is providing significantly reduced risk from food borne illness since any products or ingredients that are being used are subject to strict sanitary controls. As you may know, certain risks are involved when travelling to the tropics, as there are various factors that may contribute to illness, such as climate changed, environments variations, travelling stress, combination of new foods and beverages, allergy to some native products, or the certain foods and drinks mixture, excessive sun exposure, that predispose individuals to react to gastrointestinal manifestations.

I regret not having had the opportunity to attend you personally during your stay. We also organize a special event, the Management Cocktail, where our guests are invited to make suggestions, ask questions and share their comments/inquietudes with the various Department Managers with the purpose to following up our guests closely while at home.

Thank you for choosing us and for sharing your feedback.

Regards,

R. Segarra
Managing Director
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
massachusetts
1 review
Reviewed 25 August 2014

Everyone, from Leidy at reception to the grounds men, was really friendly and helpful.
Shout out to butlers Angel, Providencia and Gaudy.
Room was cleaned twice a day.
Refrigerator stocked daily with exactly what you wanted.
Drinks and servers everywhere
Pool towels and attendants available all day.
Beach beautiful, clean, plenty of lounges and shade. ( unfortunately seaweed season but not a big deal)
Too many restaurants to visit in 7 days.
Food good. French restaurant the best.
Room service breakfast really good especially fresh fruit which was everywhere.
Buffet restaurant on the beach has great atmosphere pannini and pasta made fresh.
Spa spectacular. Spent a whole day there after great massage
Entertainment every night Michael Jackson tribute was excellent
Nice piano bar named Hemmingway's. We asked for a song, the pianist listened to it on his cell and played it.
Rides to everywhere.
Only negative was hard sell at Travel Club.
Liz meets you and is really nice. She was the reason that we went to appointment.
Karina takes you to see new suites and she is great, funny and fun.
When you get into the sales room everything changes.
Pressure, rudeness, over talking pushy salespeople.
We already own and told them politely up front but wow, really bad.
A saleswomen from Miami (don't remember her name, don't want to) and a really rude guy named George.
They were obviously pissed off that we didn't buy.
We actually laughed about it and have a funny story to tell.
Also received $200 gift at spa (we had to ask) so ... no worries.
Go to Palladium Turquesa it is great!

Room Tip: Swim up room
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  • Stayed August 2014, travelled as a couple
    • Value
    • Cleanliness
    • Service
Helpful?
Thank PPG1951
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ltajes, Resident Manager at The Royal Suites Turquesa by Palladium, responded to this review, 1 September 2014
Dear Guest,

Thank you very much for taking the time to review your stay at The Royal Suites Turquesa by Palladium. You graciously and enthusiastically touched on so many details here. Our business is about thousands of interactions and details daily. We try so hard to get them all right. When we do, it's so nice to be so wonderfully recognized.

We hope you'll return soon and often. Your enthusiasm is contagious and it was wonderful to have had you here. Please let us know about your future booking, we will be delighted to assist you.

Receive warmest regards,

L. Tajes
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Ajax, Canada
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 22 August 2014 via mobile

I stayed at the Royal suites and 7had an excellent vacation. The staff was very friendly from the house keepers to the front concierge ( melky ). She took care of our every need in a timely fashion. She also made sure we took advantage of that was included. The hotel was very clean and the pools were excellent. Also would recommend the variety of restaurants and food options.

Stayed August 2014, travelled with family
Helpful?
1 Thank HOT4LABELZ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ltajes, Resident Manager at The Royal Suites Turquesa by Palladium, responded to this review, 25 August 2014
Dear Guest,

Thank you for taking the time to share feedback from your recent stay. We hope to have the privilege of welcoming you back to The Royal Suites Turquesa by Palladium soon.

With best regards,

L. Tajes
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Los Angeles, California
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 22 August 2014

Royal Suites Turquesa was great resort. Its location is 25 mins from the airport and very close to other outdoor adventures. My wife and I were on the third floor with great views. Personally, I think it was better not to be in the swim up because other guest are in the pools all day as well. The building's butler Tony helped us with dinner reservations and other plans and was always attentive.

Although the resort is all inclusive, I suggest that you make dinner reservations for your entire stay on the first day. All of the bars (my wife and I personally preferred the Grand Palace lobby/bar) have extremely attentive waitresses/bartenders especially Mabel,Crystal, and Lilliam. Special thanks to Mabel for indulging me as I spoke broken spanish with her. In the rooms free alcohol is provided, but we found it hard to even make a dent in it with all the alcohol from bars and beaches.

As for beaches the Royal Suites beach is great. It's exclusive to only guest of the Royal Suites, which means its not crowded at all. In fact, most of the day you will only a few people even remotely near you. Also the Royal Suites beach has drink service, which spending the entire day at the beach a joy. The water is a beautiful blue with great temperatures.

Overall, you will love this resort, and you will definitely get your money's worth.

  • Stayed August 2014, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Helpful?
3 Thank Quentin L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ltajes, Resident Manager at The Royal Suites Turquesa by Palladium, responded to this review, 1 September 2014
Dear Guest,

Thank you very much for taking the time to review your stay at The Royal Suites Turquesa by Palladium. You graciously and enthusiastically touched on so many details here. Our business is about thousands of interactions and details daily. We try so hard to get them all right. When we do, it's so nice to be so wonderfully recognized.

We hope you'll return soon and often. Your enthusiasm is contagious and it was wonderful to have had you here. Please let us know about your future booking, we will be delighted to assist you.

Receive warmest regards,

L. Tajes
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
d-burg
Level Contributor
8 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 20 August 2014

The suite was nice and we really appreciated the swimup room, really used it more than I thought.
The reason for my poor rating is due to poor quality of food, drinks, and service. The frozen drinks were cold at most. Left one of the exclusive restaurants without eating due to the bad taste. We enjoyed the tepanyaki the best. We did have a couple of great meals, the Chateaubriand for 2 at the french restaurant and the steak at the steakhouse. Staff rarely went out of their way to help. As an example, I had read here from several reviewers that they had Baileys as one of their bottles in the room, I was told I could only have rum, vodka, whiskey, and gin...all good but I would have liked a liquor. Room service slow and awful food. THe buffets had very similar food from day to day. I wanted plantain and it is only available one day of the week. The waitress at the steakhouse did ask the chef and came back with a plate full of sweet fried plantains, one of the few times a worker showed any interest. If this were a 2 or 3 star resort I would had given it a higher rating, but they claim to be better, so I expected better and was not delivered.

  • Stayed July 2014, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
3 Thank ajedmejf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ltajes, Resident Manager at The Royal Suites Turquesa by Palladium, responded to this review, 19 September 2014
Dear Guest,

Firstly, we would like to thank you for having chosen The Royal Suites Turquesa by Palladium. The opinion of our customers is of the greatest assistance to us.

We are most disturbed to learn about your dissatisfaction on this trip. Allow me to extend our most sincere apologies if we could not far exceed your expectations with some of our services and facilities. I regret not having had the opportunity to attend you personally during your stay. We also organize a special event, the Management Cocktail, where our guests are invited to make suggestions, ask questions and share their comments with the various Department Managers.

Be assured that all your observation have been studied and discussed with our managing team. We understand that there is always room for improvement and our guests’ experiences play the key role in this continuous process, which leads us to achieve service excellence.

Sincerely,

L. Tajes
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Brunswick
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 18 August 2014

Very happy with Grand Palladium and the Royal Suites! Staff was very friendly and excursions were fun and reasonably priced. Very relaxing and fun honeymoon! The butlers for our building were very helpful. We enjoyed the royal suites being adults only, especially around the pool.

  • Stayed August 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Thatoneguy71
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ltajes, Gerente Residente at The Royal Suites Turquesa by Palladium, responded to this review, 20 August 2014
Dear Guest,

We appreciate your kindness in dedicating your valuable time to comment your honeymoon experience with us. We strive with devotion to offer to our guests delightful memories back home.

Thank you for selecting The Royal Suites Turquesa by Palladim. We do hope to be your home for a next trip to Punta Cana.

Our very best regards,

L. Tajes
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 by Palladium

Property: The Royal Suites Turquesa by Palladium
Address: Avda. Francia s/n | Playas de Bavaro Higuey, Punta Cana 23000, Dominican Republic
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:
#30 Casino Hotel in Punta Cana
#35 Romantic Hotel in Punta Cana
#37 Family Hotel in Punta Cana
#43 Top resorts Hotel in Punta Cana
#45 Luxury Hotel in Punta Cana
#46 On the Beach Hotel in Punta Cana
Price Range (Based on Average Rates): £££
Hotel Class:4.5 star — The Royal Suites Turquesa by Palladium 4.5*
Number of rooms: 372
Official Description (provided by the hotel):
The Royal Suites Turquesa is an exclusive VIP area of 140 luxurious rooms located within the Grand Palladium Resort in Punta Cana. Featuring private facilities and personalized 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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