Royalton Bavaro Resort & Spa

Loved the resort the beach and the restaurants. Diamond club was worth it for the private pool with swim up bar . Our Butler Ryan was great!

My recent stay at Royalton Bavaro Resort & Spa was extremely disappointing and far below the level of service and accommodations that were advertised. From the moment we arrived, the check-in process was unorganized and unprofessional. Our scheduled check-in time was 3:00 PM; however, we did not receive our room until approximately 5:45 PM. The customer service experience, particularly within the Diamond Club area, was very frustrating. We upgraded to the Diamond Club prior to arrival and paid additional fees upfront. Upon arrival, we were informed that no Diamond Club rooms were available and were placed in a standard room instead. We were told we would be transferred to the correct room the following day, but that never happened. During this process, the Diamond Club manager, Juberkys, was dismissive and unwilling to properly address our concerns. When I requested managerial assistance, I was told she was assisting another group and that we needed to wait. Even while speaking with us, she repeatedly stopped helping us to assist other guests who arrived after we did. At one point, I expressed that we had already been waiting patiently, and her response was that she could help whoever she wanted to help. That interaction was extremely unprofessional and disappointing. The situation only appeared to change after my husband informed staff that we were traveling with a group of 52 guests. At that point, the attitude shifted, and apologies began, but the overall experience had already left a negative impression. We also experienced issues regarding the $600 resort vouchers included with our reservation. Despite presenting proof directly from our reservation confirmation, staff repeatedly claimed they could not locate the promotion. Additionally, after realizing we had been improperly charged for the Diamond Club upgrade, we were told we would receive a refund. However, when we went to the front desk, no one seemed aware of the situation, resulting in us spending nearly an hour and a half trying to resolve the issue. Unfortunately, many members of our group were dissatisfied with their rooms as well. The accommodations did not resemble the photos or descriptions shown on the resort’s website. Aside from the lobby area, the overall property appearance and room conditions were very misleading compared to what was advertised. The rooms had a strong musty odor, and several guests mentioned cleanliness concerns, including dirty tubs. Many of us attempted to mask the smell by opening coffee in the room. While our personal housekeeper was pleasant, several others in our group reported rude interactions with housekeeping staff. I will say that the golf cart drivers, bartenders, waiters, and waitresses provided excellent customer service and were among the few positive aspects of the trip. They were friendly, professional, and helpful throughout our stay. No trip is expected to be perfect, but there were simply too many ongoing issues during this stay. Based on my experience, I would not recommend this resort to others. I sincerely hope management takes these concerns seriously and works toward improving both customer service and overall guest experience.

The experience was great. Excelent service by all the staff.

We had an amazing bf time at this hotel for a 30th birthday celebration. We booked through TUI and the guest services team specific to TUI were so helpful - shout out to Angela for going above and beyond! Super clean facilities and a lovely resort.

Red flag!!! Definitely not a 5-star resort or experience. The hotel was dated and presented a false narrative.  I have been waiting for a refund that was promised due to several issues, and it's been one month, and nothing. They tell you what you want to hear while you are there to shut you up. I followed up every day, and still no feedback.  It's so bad that Marriott corporate can't get a hold of them. They told me to file a claim with my credit card company. This should have been a red flag before I arrived, as no one bothered to get back to me after I reached out a couple of times. I would never recommend this property, and it should be dropped from the Marriott portfolio.