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“AMAZING EXPERIENCE AND GREAT CUSTOMER SERVICE”

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Royalton Punta Cana Resort & Casino
Ranked #25 of 111 Hotels in Punta Cana
GreenLeadersSilver level
Dallas, Texas
Level Contributor
12 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
“AMAZING EXPERIENCE AND GREAT CUSTOMER SERVICE”
Reviewed 25 August 2014

I have no words to express how amazed I am by the great customer service both of the managers gave us. Rafael and Cesar were so nice. We had a group of 6 girls and we all were very happy with the service we received. The resort is beautiful, we stayed from 08/19-08/23 I left my passport in the hotel when i was leaving out of santo domingo and Rafael the manager did everything possible for me to get it back. AMAZING!
Talking about drinks.. please se Julian at the bar that is next to the italian restaurant he is amazing and really know how to make them strong :)
We just had a little issue getting beach towels one day but doesn't compare to the amazing service we received. The resort is really clean and beautiful highly recommend!

Room Tip: Building 1 corner rooms 3rd floor gives you excellent beach view
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  • Stayed August 2014, travelled with friends
    • Location
    • Rooms
    • Service
Helpful?
3 Thank reyna777
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MauricioZarate, General Manager at Royalton Punta Cana Resort & Casino, responded to this review, 26 August 2014
Dear reyna777,

Firstly, the entire team of Royalton Punta Cana wants to thank you for sharing your positive experience with the rest of the TripAdvisor community.

We are really happy to read words as nice as yours. To know that our staff and service have exceeded your expectations encourages us to keep working day by day to maintain this proposal of high level that we want to achieve.

We will be glad to welcome you back again. We are at your disposal for anything you need.
Kind Regards,

Mauricio Zárate
General Manager
Royalton Punta Cana & Memories Splash
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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  • Sleep Quality
  • Rooms
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Hazlet, New Jersey
Level Contributor
12 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 25 August 2014

Great fun for the whole family!! Something for everyone! You will not be disappointed with this resort! Back home a week & wish we could go back now!

Minor issue checking in, as others have complained about. When you charge extra for luxury swin out rooms, they should be the first to be turned over for arriving guests. We were told our room would be ready at 3pm, didn't get in the room until close to 5pm. The lovely girl at the desk kept coming over to update us on the situation, explaining her manager was looking into it. We never saw the manager. Checkin is the customers first impression, they could do a better job of making a great first impression for your guests. Our boys were excited to get their swim suits on & start our vacation off! We received a bottle of wine for our troubles, it was the only real issue we had all week.

The rooms are very nice, and cleaned daily. We had swim out room 1413. A must for family travling with kids! So much fun! As most reviews mention the STAFF are wonderful, so attentive & freindly! All greeting you with a happy smiled Hola! I was impressed with the hard work of all staff, each and every individual worker, everyone is working hard in this resort to make every guest happy! We have to mention Danny "Boom Boom" manager of the Dips pool bar and all of his staff from Kelvin, Fabio, Nilson, Yovany, and Odalis who was always bringing us fresh drinks with a big smile on her face! Spot on service all week! Please tip when service goes above & beyond, which happens everyday at this resort. A little $$ goes a long way, and they really appreciate it! At Grazie Trattoria, Damaris & Carlos were wonderful! They were great with the kids, super friendly and made our lunches very special!

All the food at the resort is great! From the buffets, a la carte restarants, to room service, nothing was bad! We ate at Zen for two dinners, as the kids love the chef interaction and entertainment! Great both nights! Hunters steakhouse was very good. Opa sitting outside with the ocean breeze was awesome! Great food, great views, fun for the whole family! Ate there twice also! Bring your appetites, plenty of good choices to eat! Coffe Bar was very cool. Sports Bar a nice touch, pool table for the kids(and adults) to have some fun. Also, ping pong tables setup outside the towel hut for some additional fun activity.

The waterpark was a huge hit! We all loved it! So much fun for the whole family! Great and attentive staff throughout! Safe and freindly, be careful on the tile floors. While beautiful, the marble tiles become very slippery through out the entire resort, be warned, WALK SLOWLY! There are some great water slides, a little wave pool and kiddy park. Perfect size, never a long line for any slides or tube rides. The shuttle from Royalton takes you there in about two minutes. The beach was beautiful!! Beach party on Wednesday night was great!! A must! Fire show was highlight, great music,dancing & fun!

We did not upgrade to Diamond club, nor did we have to, tip & you will be treated to 5 star service!!

Bottom line, great resort, great entertainment, great staff, great over all experaince in Dominicana!! Will definatly go back to the Royalton!! A vacation at this resort is money well spent! Enjoy!

Room Tip: Swim out rooms a must for family with kids!! So much fun!
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  • Stayed August 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Michael J G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MauricioZarate, General Manager at Royalton Punta Cana Resort & Casino, responded to this review, 26 August 2014
Dear michaeljjosephg,

First of all, thank you so much for selecting Royalton Punta Cana for your holidays, it is a big pleasure to read this wonderful opinion about our hotel. And of course, thanks for sharing it on Trip Advisor.

We are very proud to know that your last experience at Royalton Punta Cana exceeded your expectations. As you know our principal goal is to give you our best service, make your vacation exclusive and unforgettable. Your comments will help us with our continuing effort to assure our Guest Satisfaction.

We hope you visit us again next year. We will be very pleased to welcome you.
Kind Regards,

Mauricio Zárate
General Manager
Royalton Punta Cana & Memories Splash
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Toronto, Ontario, Canada
2 reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 25 August 2014

We just got back from the Royalton and I would have to say from a family standpoint it was alright not great. We originally were going to stay at Memories Splash but after reading mixed reviews about this resort decided to upgrade to the Royalton since it is connected to Memories splash. We had full access to the water slide park, kids club, pools and restaurants which was a 30 second shuttle ride from the Royalton. It was very convenient. The Royalton was much prettier and more open. Memories had more of a compound feel to it with no beach access.

What disappointed me about the Royalton and Memories Splash was lack of organized kids activities. The kids club ran all day with nothing to do at it minus two brief activities that lasted maybe an hour. What was posted on their schedule was not followed. My kids wanted to jump on the trampolines and do the rock climbing wall and every time we went we were told "maybe tomorrow?" The weather was beautiful so rain was not a factor in this decision. Another couple who had been there 2 weeks said in that time the super jumper and climbing wall were not opened. The staff did not interact or entertain the kids, in fact one employee was so rude and grouchy when we walked in we left with our kids because we were worried about the care they would receive. The kids night club that ran 8-9pm was fun and was a family activity but was only an hour a day. The kids club overall was not stimulating for our kids and they refused to go back after their first visit. This made for n exhausting trip for us because we had to entertain them the entire time and had no free time for ourselves. We talked to many other families at the resort and they said the same thing, and said they would never return with kids. They need to step up their kids programming and have activities happening all the time. Very disappointing.

The Royalton itself was great (but not for kids). They had a water walker ball the first day we were there which we missed and were told it would be back everyday at 4pm and never saw it again (even though it was advertised daily). Very disappointing. It rained one day and there was nothing for us to do with the kids. No activities, a few board games and that's it. It was a very long day. I was also disappointed that there was no library to grab/swap books which I would expect from a 5 star hotel? I tried to find a place to buy books but found nothing.

We switched rooms after our first night for a better view (a bit of a hassle) but are glad we did it. We were facing a field and wanted a pool or beach view. We had a double bed and a pull out bed with no extra blankets, sheets or pillows. We called the front desk at 10pm for bedding and had to call back 7 times. Every time we called (we spoke to the same manager every time) it was as though he had forgotten our conversation from 20 minutes before and we had to go through everything again. We offered to come and get what we needed but he would not tell us where to go. We did not get our bedding until 12:30am and it was a fleece and pillow, not what we had asked for. We talked to our maid in the morning who was awesome and set us up with everything.

Pool Towel service was terrible. If you don't grab a towel at 8am all you will hear all day is "no towels, more will be here in 30 minutes". A lot of people would take towels with them at night dry them on their balcony so they would have a towel for the day. Again, disappointing.


The staff was really friendly and accommodating (minus the woman at the kids club). The night time shows were fantastic, the dancers were spectacular, the Michael Jackson tribute was impressive and Le Cirque was incredible. We were never disappointed. Movie night on the beach was fun and the kids were treated like Royalty.

We stuck to the buffet since we had kids and it was pretty good. One night we went to the Tapas restaurant. The service was extremely inefficient and painfully slow which was tough with kids. If it was just us i wouldn't have minded so much. Two families we met said they got sick from the Mexican restaurant at Memories Splash.

Again, if it was a couples trip it would have been great, not a good place for kids unless you want to provide all the entertainment for your kids or you travel with other families. Oh, my kids loved the pictures they could have taken with parrots, monkeys and snakes but you have to buy them and are not permitted to take your own pictures. I realize money is a motivator for the resort but it would have been nice to have the opportunity to take our own pictures sometimes. We snuck some in and refused to buy any. Excursions are very pricey. We did the dolphin pool. It is a complete money grab. They line you up pose you, have the dolphins do some tricks take a picture and move you on. Travel time to and from the pool is much longer than the excursion itself . It was almost $500 for us to all do it and no child discount. Apparently swimming with the dolphins is much better. A family said Dreams resorts are much better for families with younger kids, their kids programming is impressive and their kids loved it. Another couple said they had gone to Atlantis in the Bahamas and it was amazing for kids, and that kids were very bored at Royalton/memories splash and they wouldn't be back.

Room Tip: Ask for a room with a view of the beach or pool not the back field. The swim up pool rooms looked g...
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  • Stayed August 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
Helpful?
9 Thank 706Tammymac
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MauricioZarate, General Manager at Royalton Punta Cana Resort & Casino, responded to this review, 26 August 2014
Dear 706Tammymac,

First of all we would like to thank you for giving us the esteemed opportunity of serving you during your stay in Royalton Punta Cana and for sharing your impressions on Trip advisor website.

As you know we believe it is only through listening carefully to the comments and suggestions of our customers, we will be able to achieve the constant improvement, guest satisfaction and quality service that we want. It is a big pleasure to read not only your wonderful comments about our facilities, but also for your nice words that you have had about our team.

We are really sorry for your experience did not be thoroughly satisfactory and we promise to review and analyze all yours comments in order to not to repeat this kind of situation. Thank you very much for your feedback.

We will be delighted to attend you in future if you give us a second opportunity. We would like to see you again in our hotel Royalton Punta Cana as soon as possible.

Kind regards,

Mauricio Zárate
General Manager
Royalton Punta Cana & Memories Splash
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Columbia, Maryland
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 24 August 2014

My family and I visited the Royalton 08-14-2014 through 08-23-2014 We did have some issues at check in but the manager addressed those issues in a timely fashion and straightened everything out for us. All of the staff is very friendly. We were in building 6 and a had a swim out room # 1424 Francis Feliu was always at the Guest Services Desk in our Building. Anything that I or my husband needed we could always ask Francis and he would take good care of us. Luis the bartender of the diamond club was awesome. He always remembered our favorite drinks. The server on the diamond club beach not sure of her name but the thin one was awesome, the other one was very forgetful and never brought us our drinks back after ordering them.

Our favorite Resturants were OPA, Zen and Hunters steak house. Marache for Breakfast and lunch. Gratzi was not that great and we never tried Cavas. We definitely loved how welcoming everyone was and would not hesitate on going back.

Room Tip: Make sure you do not get an adjoining room if you are not with another party. We were given an adjoi...
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  • Stayed August 2014, travelled with family
    • Location
    • Sleep Quality
    • Service
Helpful?
8 Thank Mandy R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MauricioZarate, General Manager at Royalton Punta Cana Resort & Casino, responded to this review, 25 August 2014
Dear Mandy R.,

We would like to thank you personally for sharing on TripAdvisor your kind feedback about your stay at Royalton Punta Cana.

We appreciate to hear that we have been able to meet your expectations and that our location and facilities have contributed to a wonderful holiday in our hotel. It is a great pleasure to read how much you have enjoyed our resort.

We hope to have you back soon enjoying Royalton Punta Cana.
Kind Regards,

Mauricio Zárate
General Manager
Royalton Punta Cana & Memories Splash
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Toronto, Canada
Level Contributor
14 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 24 August 2014

Absolutely Great !
Please book your vacation at Royalton-Punta Cana fearlessly. You will be happy with your decision.

There is no doubt, Royalton is one of the most beautiful resorts in Punta Cana. Please do not go on negative reviews or comments about this resort or its staff. I was bit doubtful initially, when I read a couple of negative reviews on Tripadvisor, but after staying there for one week. I must say that it was one of the best vacations we had there. We stayed in resort from Aug 12 to 19 in room 1419 in building 6.

I am truly impressed with the hard work of all staff, each and every individual staff from top manager to a waiter, cleaner, everyone is working hard in this resort to make every guest happy and satisfied.

I must say that well-trained and very hard working and cheerful staff is their best strength. I would like to acknowledge the great service by Francis Feliu, (Guest Service - Travel Smart Representative in Building 6 that time), who paid special attention to every guest in the building, made sure that each guest in that building is satisfied and served well. I did not get the beach towel from towel bar in pool area, when I informed him, he immediately went out and brought 3 beach towels right away for me with a cheerful smile on his face. Thanks Francis for your hard work and extra efforts that you are putting in for each guest every day. You made our stay a pleasant one.
Ronald Riras at reception was great too, he is doing great job, fast and hassle free check-out, cheerful smile.
Emmanuel Polanco, Marche, was always attentive to all guests. Staff taking care of room-service also great.

Resort is very beautiful, new and very clean property with modern decor. Comfortable clean rooms- Well-maintained, very beautiful and clean beach.
Plenty of foods in each restaurant. Hunter's Steak is the best restaurant among all, you need at least an hour wait time to have your dinner there. I like the food in Opa Mediterranean restaurant as well.. Servings are fresh and plenty.
If you are not fond of Japanese Cuisine, then, simply skip Zen, the Japanese food did not taste so authentic in taste(if you know the real Japanese food ), however, it was prepared fresh in front of guests
The only issue, that I say management should do something to improve is their bathrooms. As when you take shower the water somehow comes out on floor outside the door, that is a construction error, which management should pay attention to. For people who do not like wet floor surface in their washroom, this is a bit annoying factor.
In all, it is wonderful place to spend a beautiful memorable vacation time.

Room Tip: Building 5 and 6 are closest to the beach. Just steps away from main pool area and beach.
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  • Stayed August 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Helpful?
7 Thank YinkaO974
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MauricioZarate, General Manager at Royalton Punta Cana Resort & Casino, responded to this review, 25 August 2014
Dear YinkaO974,

First of all, thank you so much for selecting Royalton Punta Cana for your holidays, it is a big pleasure to read this wonderful opinion about our hotel. And of course, thanks for sharing it on Trip Advisor.

We are very proud to know that your last experience at Royalton Punta Cana exceeded your expectations. As you know our principal goal is to give you our best service, make your vacation exclusive and unforgettable. Your comments will help us with our continuing effort to assure our Guest Satisfaction.

We hope you visit us again next year. We will be very pleased to welcome you.
Kind Regards,

Mauricio Zárate
General Manager
Royalton Punta Cana & Memories Splash
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Montreal, Canada
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 24 August 2014 via mobile

My wife recently booked a much needed vacations in Dominican Republic. I have experienced a lot of hotels in each corners of this island. But i have to tell you I found my second home in the caribbean's. The rooms were clean, food was great with a lot of variety and the staff was professionnal and very attentive to our needs. We want thank the restaurant and bar staff. And a special thanks to Keyla, who managed to take care of little details to make our vacations one of the best ever. See you next year!

Stayed August 2014, travelled as a couple
Helpful?
3 Thank Ritchdan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MauricioZarate, General Manager at Royalton Punta Cana Resort & Casino, responded to this review, 25 August 2014
Dear Ritchdan,

Firstly, the entire team of Royalton Punta Cana wants to thank you for sharing your positive experience with the rest of the TripAdvisor community.

We are really happy to read words as nice as yours. To know that our staff and service have exceeded your expectations encourages us to keep working day by day to maintain this proposal of high level that we want to achieve.

We will be glad to welcome you back again. We are at your disposal for anything you need.
Kind Regards,

Mauricio Zárate
General Manager
Royalton Punta Cana & Memories Splash
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Chesterfield, United Kingdom
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed 23 August 2014

Just got back from royalton it was amazing just like to say a big thank you to all the staff that work extremely hard all day every day especially down at the diamond beach club bar ( Jose , Luis , juan and not forgetting the lovely rosa ! You all made our holiday unforgettable , our adopted butler gelson zorrilla was also brilliant also our housekeeper cindi marte was the cutest thing ever .

This hotel is by far the nicest place we've stayed just a slight problem with the lack of beach towels but was soon rectified by the butler , the food was very nice lots to choose from the hunters bar was by far the best ever !! , wasn't to keen on the Italian in the memories side because it tasted to sweet but other than that ok , under the sea was fab the food and the service was really good , water park was good for the kids but not many sun loungers but we didn't need one as we were having fun on the slides . The only downside is that we had to come home !!

  • Stayed August 2014, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
9 Thank sarah b
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MauricioZarate, General Manager at Royalton Punta Cana Resort & Casino, responded to this review, 24 August 2014
Dear sarah b.,

Firstly, the entire team of Royalton Punta Cana wants to thank you for sharing your positive experience with the rest of the TripAdvisor community.

We are really happy to read words as nice as yours. To know that our staff and service have exceeded your expectations encourages us to keep working day by day to maintain this proposal of high level that we want to achieve.

We will be glad to welcome you back again. We are at your disposal for anything you need.
Kind Regards,

Mauricio Zárate
General Manager
Royalton Punta Cana & Memories Splash
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 Royalton Punta Cana Resort & Casino

Property: Royalton Punta Cana Resort & Casino
Address: Arena Gorda | Playa Bavaro, Punta Cana 23000, Dominican Republic
Region: Caribbean > Dominican Republic > La Altagracia Province > Punta Cana
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
Ranked #25 of 111 Hotels in Punta Cana
Price Range (Based on Average Rates): £££
Hotel Class:4 star — Royalton Punta Cana Resort & Casino 4*
Number of rooms: 470
Official Description (provided by the hotel):
Royalton Punta Cana is a modern "All-In Luxury" Resort on Bavaro beach with unique all inclusive features like Reservation-Free Dining, international drinks, 24 hour room service and Dreambed. Guests can also take advantage of our All-In Connectivity exclusive features including: • Free Wi-Fi throughout the resort • Unlimited free in-room calling to North America and most of Europe • Convenient USB recharge and Bluetooth audio stations in your room • Download our free Royalton app and receive unlimited free calling plan from your mobile device while on our property, as well as unlimited free app-to-app texting. ... more   less 
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