Royalton Punta Cana, An Autograph Collection All-Inclusive Resort & Casino

This was our family's first trip away and to one of my very good friend's wedding. If anything could've went wrong, IT DID, and the resort would not hold accountability for anything as they told us we did not have photographic evidence (so if you are going I would recommend taking your phone and documenting/ taking a picture of EVERYTHING). It was so disappointing and I wouldn't recommend this resort on my worst enemy. We agreed (through our travel agent) to sleep one night at the Royalton Splash and the next day we would be upgraded and moved to the Royalton Diamond Club as our bookings either were lost in the system or something went wrong. We were told this about a week or two before we left. DO NOT EVER AGREE TO THIS!!! It was hell and having a family with a 3 year old and a 8 month old, it was painful having to switch. The first night staying at the Royalton Splash we had a joining room for the kids to sleep in but either the air conditioning couldn't keep up or it was not working and we were told to "talk to the butler" which was off for the night. So no one would help us (even though we paid for this accommodation). We had also asked to have ground floor and they put us on the second floor, which we had to carry our stroller up which we thought was "fine" as it would only be one night (we were VERY wrong about this). Also, there were massive cockroaches in our room and cleanliness was not a 4 or 5 star resort cleanliness (in my opinion). Our daughter referred to the bugs as "dinosaurs" as this is how big they were and we could see the cracks between the door and doorframe to how the cockroaches were getting in! That night we had asked for a crib in our room for our son to go to bed but since our butler was off for the night we had to continuously ask anyone that we saw to help us get a crib. It took 2 hours to get our luggage into our room and another hour and a half to get a crib. By this time it was after 10:30 pm and my son was ready for bed and there was nothing anyone could do to help us out. After we waited for the crib the lady put it together and left the room, I put my son in the crib and the crib broke and he fell through on the hard tile floor. If he had not been standing he would have hit his head on the floor. The lady came came in after and through broken English figured out that the crib had broke. There was nothing done for this or acknowledged as we were told that this was an issue for our butler, who we kept telling them was off for the night. So the resort apparently has no "record" of this crib breaking even though I sent an email to our travel agent the next day. BUT instead of running to grab my son who fell through I should have been running to grab my cell phone to take a photo of it, is what was communicated to me!! As we showed up the next day to the new area of the resort, the resort told us that they did not understand why some of us came the second night for accommodations and assumed we booked late. They questioned us as there were rooms open the previous night when we all got there. The resort manager assumed and told us that we "booked late" when I was the first person out of our group to book. It was very unprofessional on both our travel agent and the hotel staff to continue to blame each other for the continuous miscommunications. Our luggage was lost in between moving rooms and it took almost 6 hours to get a new room. I had been in conversation with the new butler that we were getting and the complications we had went through the previous night and had told her that my son needed a nap and we would be in need of a ground floor level with a crib. This requests were not met and after waiting 6 hours they had put us on the 3rd floor! I said I would not be able to do the 3rd floor and they told me that was the ONLY room available. At this area of the resort the stair cases are extremely narrow and we had to haul the stroller up over our heads to make the corners to get it to our room. We were told to "just leave it" at the bottom of the stairs (so anyone could use it!!!!!! MIND BLOWN about this suggestion), anyone who is also a mom realizes how much stuff you need to pack for kids and to carry everything up and down was not what we needed on a "vacation". At this point I was very disappointed in how we were being treated by the staff and I asked a manager what they could do to help our family out and she looked at me and said in a very stern, rude voice, "There is NOTHING we can do for you". And proceeded to walk away. I felt like our family didn't matter and we had paid a lot of money to be there and take in this experience and friend's wedding. The costumer service was terrible and I felt that once you were on the resort you were just another number to them. I had sent an email to our travel agent and by the next day they had a ground floor room for us. So we spent 3 out of our 6 days switching rooms with a 3 year old and a 8 month old. Each day the resort ran out of fruit by 10 am and never had any "salad" (lettuce). The resort claims they never ran our but you would see people running to the buffet around 10 and taking handfuls of bananas, oranges and apples as the "room service" would not bring any through out the day. So if you are good with just eating deep fried food this is what they serve from 10am- 5pm. With saying that, on our 4th day there my husband got sick and on the 5th day (the wedding day) I got sick and had to miss my friend's wedding. On the 6th day we left. I came back home feeling like this was the worst trip we could've EVER possibly went on and when I let our travel agent know everything that happened she sent our email to the head office of Sunwing. Sunwing addressed our concerns with the resort and the resort came back to us with, "since there is no photographic evidence then it is our word against theirs (the resort)". All the resort seemed to do was put the blame back on our travel agent and asked us who promised us all these things and upgrades.  There was a group of us staying for the wedding at this resort and majority of the people got sick (about 85%) even if you took preventatives before the trip. There were other groups that we met in the airport that also said majority of their group got sick at this resort also. So please tell me how no one else reported getting sick that week we were there to the resort? And how the resort told us that "no one reported or got sick". So I am writing this review as I hope no other family ever experiences this and also to show that Royalton Punta Cana just covers up anyone's bad experience so they can say they are a "top resort" destination. TAKE PICTURES OF EVERYTHING IF YOU ARE HEADING TO THIS RESORT! That's the one thing I wish I did instead of just brushing everything off thinking to myself, "this is just a one time thing, the trip will get better".

I recommend the pool bar and the many restaurants. Sertenly Hugo the toolbar waither

Victor and Sorainny were amazing and very accommodating for our 30 guest party the food was amazing and the staff was incredible. Look forward to seeing them again on this trip do we give it to him? She hasn’t been here he been doing who do we give it to him?

Excellent food and staff. Itallian as good as north end boston. We had brick oven pizza and fish all very good.

Enrique the waiter was amazing! Great attitude 🤍 great host sorainny