Hideaway at Royalton Punta Cana

So from the very start it was disappointing, we paid for diamond club and the honeymoon suite, got to check in and the amount of details we had to give is unreal, then our butler came and went in an instant to show other people to their room, finally caught up with us and showed us the mini bar and left. The room had not been cleaned properly at all, it was said we would have preferred room location and the best views, well looking out onto toilets and the delivery area isn’t exactly what we had in mind. There is numerous extras with diamond club and to be honest not sure we’ve seen 1 single thing and we are 4 nights in. The butler well apart from first day haven’t seen him, few messages about things but like they don’t care. Don’t be fooled if you want an adults only hotel this isn’t one, it’s an adults only area, one pool and a bar, all restaurants will have children there. Rooms are very tired and need revamping. Went to have a bath as was a jacuzzi one and well the stench when turned the jets on was unbearable. I won’t be staying here again

We came here for our honeymoon and booked the premium Royalton Hideaway adults-only package. We are not ones to complain and we completely understand that traveling to these places means things will never be perfect, but this resort severely lacks basic service, hygiene, and maintenance standards. Local management did respond to my emails while we were on-site, but they offered no real action—just empty apologies and incorrect directions to get us out of their face. The attitude of most of the service staff here was very unwelcoming. It consistently felt like we were inconveniencing them just by asking them to do their jobs or provide standard service. The front desk staff at the main lobby didn't even have a record of our stay because we were in the Hideaway section, and gave fake directions just to get us out of sight. There was also zero waiter service at the beach sunbeds, despite being explicitly advertised for Hideaway guests. The room (2115) and building hallways had visible mold, and the room suffered from a persistent raw sewage odor. On our last day, we actually witnessed the restaurant staff from across the way pour a bucket of filthy restaurant mop water directly into the bushes surrounding our private terrace, sending dirty water running right toward us. We are used to minor marks on white resort linens, but every single day when housekeeping changed our sheets, the fresh replacements were consistently stained in other places. The overhead ceiling fan also shook so violently it felt unsafe. They also didn't warn us at check-in not to brush our teeth with the tap water, which is a major safety oversight considering multiple guests we met and hung out with reported getting sick with stomach troubles, with one person needing to go to the clinic for help. I have attached the official promotional flyer the resort emailed me before our trip, which is the only reason we expected these honeymoon perks. Despite visiting the Hideaway Lounge desk five separate times, they kept telling us our paperwork wasn't completed or filed correctly, using corporate excuses to drag it out. In the end, we never received a single thing listed on that flyer except the king-size bed, which we would have received anyway. When we finally met with the Hideaway Manager (Angel) to resolve this, he offered us a complimentary spa service as compensation, but then refused to give it to us unless we signed a waiver promising not to post negative comments or videos online. Because we refused to sign away our rights to hide their mistakes, they withheld the spa service and offered absolutely nothing else for courtesy or compensation. He then confirmed a steakhouse reservation to us in writing on WhatsApp, but when we arrived, the restaurant had no record of the booking. Once we threatened corporate, he suddenly panicked and texted us the Resident Manager's name, which he claimed he didn't have the day before. The management arbitrarily picks who they want to be friendly to, throwing butlers at some guests while trying to slip legal waivers to others. Honestly, we are only leaving a 1-star rating to recognize the few staff members who were actually amazing: the Vibe entertainment team at the pool, the Hideaway pool/bar crew, the staff at Zen Teppanyaki, and George (Gorge) and his brother at the buffet. Save your money and go somewhere else.

The staff here is absolutely amazing! Our butler Melqui was most excellent! He made all of our dinner reservations, made sure our rides and luggage were handled. We never had to worry about a thing while we were there. The food is average. I’m not going to lie, but there are plenty of choices. The Gourmet Marche buffet was the star! The one thing that stood out among other resorts along the shoreline was how clean they kept the beach. Seaweed can be an issue, but they were out there every morning cleaning. That was not the case at other resorts.

We are having the best time here at Royalton PUNTA CANA. We can’t recommend it enough. We have just had a gorgeous meal at The Dorado restaurant. Listening to the waves whilst you are dining is just perfection, as it situated right on the beach. The staff are exceptional, very friendly and add to your overall experience . Sorainny booked us in and showed us to our table, what a beautiful young lady who is very good at her job, making every guest feel special. She is an asset to the hotel. We have no complaints at all

The Dorado restaurant was excellent. The service that Sorainny provided was welcoming and friendly. Our waiter was Jose who was professional and attentive. The food was excellent quality and the portion sizes were just right