Royalton CHIC Punta Cana Resort & Spa

This place will probably go out of business if not under new leadership. Very surprising that Marriott name is connected with it. We like numerous others were in heated discussions as they struggle with dinner reservations and front desks doesn't provide adequate instructions. We had broken glass in our room and calling all of the numbers for help is futile, no one answers and voice mail boxes are full. The one and only time we had a call back after trying repeatedly to get a remote control for our tv we got a call back at 11:30pm that woke us up. The maid service took our towels but didn't leave new ones. The concierge lady was not friendly and helpful. The workers that were friendly were the ones coercing us to become VIP members. That friendliness didn't last once we weren't interested. Staying at this Royalton was a mistake. The only real good food option was the steak house and we had to fight to get in there as other people were arguing also with managers to let us in. The app was screwed up and not allowing us to make dinner reservations. The spa had cold water hot tubs, as did the pool. This place needs new leadership or it will go under.

The only thing this resort did consistently well was ask for more money. I arrived walking with a cane and requested a first-floor room because there are no elevators. Staff told us to wait outside while they worked on it. After an hour and 45 minutes in the heat, we were finally told it would cost an additional $800. I declined. Suddenly, the price became $650. I declined again and asked for the room we had already booked and paid for. Apparently, that room had magically become “unavailable.” Meanwhile, several coworkers with the same room category checked into theirs without a problem. We felt cornered into paying the $650. And what did that $650 “upgrade” buy us? A room that was still under construction. Paint fumes. Paint splatters. A safe sitting outside the wall. A broken refrigerator door. Broken bathtub knobs. No TV remote. Calling this an upgrade was insulting. The butler service was another disappointment dressed up as a luxury amenity. We asked for a dinner reservation; he told us to go to the buffet. We asked for coffee; he told us to order through the TV. We had no remote. When one finally arrived, it didn’t work. He insisted he had tested it himself—then discovered the TV didn’t work either. Once that was addressed, the ordering system was connected to someone else’s room. Something as simple as getting coffee became a ridiculous ordeal. We booked our own excursions and handled things ourselves. But guess who managed to show up at checkout, suddenly attentive and seemingly waiting for a tip? The “private beach” offered no peace. The constant solicitation was exhausting. We actually went into the water despite a posted red flag just to get away from it. Around the resort, it was more of the same: massages, upgrades, another sales pitch, another request for money. We came for a vacation and felt like walking wallets. “Tips included” also did very little to prevent the constant expectation of more tips. Perhaps if the service had matched the enthusiasm for collecting money, this would have been a different review. And read the fine print: “bedding not guaranteed” means the actual beds. We saw four women who had booked queen beds being told they could have a king and a twin mattress instead. Apparently, even having the beds you booked is too much to expect. This resort sells luxury and delivered aggravation. A $650 charge for an unfinished room, dismissive service, and relentless pressure to spend more is an embarrassing way to treat paying guests. I wouldn’t return, and I wouldn’t recommend this place to anyone. They were far more interested in upgrading our bill than our experience.

We booked Royalton CHIC Punta Cana for a quick getaway from Sunday to Wednesday, hoping to relax and enjoy ourselves. Unfortunately, the experience was so disappointing that we checked out Tuesday and flew back home to the States a day early. From the moment we arrived, the hospitality was lacking. We weren’t greeted or offered a welcome drink, although I noticed other guests occasionally receiving them. The food was terrible. The buffet was disappointing for breakfast, lunch, and dinner. Scrambled eggs were cold, salt and pepper were never on the tables, and the buffet area was extremely hot and full of flies. The only reliable food option was the cheeseburger from Munchies. The Italian restaurant was somewhat decent. The coffee bar was also shut down for “renovations” shortly after we arrived. We only got to enjoy it once before it became unavailable for the rest of our stay. Even getting towels for the pool or beach was an issue. There were no towels available, and I literally had to wait 20 minutes for staff to bring some out. Something that simple shouldn’t be a hassle at an all-inclusive resort. Our room’s mini fridge was unplugged and extremely hot when we arrived. The beers inside tasted like they had gone from cold to warm and back to cold again. Customer service was practically nonexistent. Staff members were constantly on their phones, rarely greeted guests, and often had personal conversations instead of acknowledging the people around them. Restaurant reservations were another nightmare. The app wouldn’t allow us to book anything, and the front desk claimed guests make reservations before arriving. How is that possible without a room number? We were told to eat at the buffet our first night and eventually had to pay someone near the restaurants just to get added to a reservation list. The most concerning issue was the cleanliness at the pool and swim-up bars. I personally witnessed employees rinsing reusable drinking cups in a bucket of water without soap. The water wasn’t changed frequently, yet those cups were being reused for guests. Honestly disgusting and concerning. What makes this even more upsetting is that I’m Dominican, and the Dominican Republic is my country. I’ve stayed at other resorts in DR that were absolutely amazing, with incredible hospitality and food. I’ve heard stories about people having terrible experiences in Punta Cana and always found them hard to believe. Unfortunately, now I’ve experienced it myself. It bothers me knowing that for some guests, this might be their first visit to the Dominican Republic. An experience like this could leave them never wanting to return, which is unfortunate because our country has so much more to offer. The fact that we cut our vacation short and flew home early says everything. We came to relax, not deal with poor service, terrible food, questionable cleanliness, and unavailable amenities. I’ve experienced enough resorts in the Dominican Republic to know this is not the hospitality our country is known for. I would not recommend Royalton CHIC Punta Cana and have no intention of returning.

Filthy rooms, broken amenities, ignored requests, poor service, and a Diamond Club experience that was absolutely not worth the cost.

⭐⭐⭐⭐⭐ Had an amazing stay at Royalton CHIC Punta Cana! The hotel was beautiful, and the service overall was excellent. A special shoutout to Yerlin from Guest Services, who went above and beyond helping me plan and decorate a surprise birthday for my girlfriend. He was extremely helpful, attentive, and responsive throughout the entire process, making everything stress-free and special. His efforts truly made the occasion memorable. Thank you, Yerlin, and the entire Royalton CHIC team for the great experience. Highly recommend! 🙌🎉