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

I had dinner at the Bella Cocina and my server Soranny did a fantastic job serving and entertaining us.

AVIOD. AVOID. AVOID Very dramatic headline I know,but you decide when I’ve finished my review. So quick mention of getting through Punta Cana airport. 2.5 hours all told. Anyway on to the hotel, on arrival we got in our 4th queue after getting off the plane. Once we got to check in our chap was far more interested in telling us that we have to pay $150 if we lose our wristband, 3 times to be precise and made us sign a form. Told us what room we were in pointed in the general direction which was down 3 sets of stairs, because he didn’t bother telling us there was a lift. No help from any staff(first time we have had to take our own cases)So I took cases one at a time downstairs, then to get to the room we had to go outside, no problem I hear you say. Mmmm absolute torrential rain, no offer of help or umbrella. So reach our block, we’re top floor.No lift. Luckily there was a member of staff who took up our cases. Unpacked went to buffet, food wasn’t looking good but had to eat. Just about warm, thought it was because we were a bit late. Ok holiday starts(Thursday). Go around the pool not bad, lots of kids, thought it was adult only. Our mistake. Lunch at buffet, food still only tepid unless you had something cooked. All servers had no gloves which is a bit strange for a supposed 5 star hotel. Meal booked at steak restaurant, 9.15 only one left. Starter was cold which ain’t good for onion rings. Other than that it was ok. Friday back to the pool, lunch at burger van, not bad. Wife got drinks from beach bar where she witnessed dirty plastic glasses chucked in a bucket, then when needed picked out and rinsed in the water you ain’t supposed to drink, not washed rinsed. Later drink at pool bar, once again barman went off grabbed lots of dirty glasses put them in a bucket and rinse them when needed. Friday night meal at Asian restaraunt, on the way over I didn’t feel right but still went. Ordered a beer, cloudy and tasted awful. Ordered a satay starter, turned up almost cold. Sent it back after having to wait for somebody who could speak English. Food came up and I felt awful so had to go back to room, 30 mins later I was sick 5 times, an hour later severe diarrhoea This went on until the early hours. Saturday I spent all day in bed. I was ill for 3 days. Once I was up and about we started finding out there was lots of people with the same problems. We spoke to 7 couples, only 2 out of 14 people weren’t ill. We reported to the tui rep, he said he would sort out a meet with someone to discuss. Didn’t happen,after talking to another couple who he told that a couple of days sick isn’t bad and nobody had gone to hospital. Great line. Ok so that’s the sickness sorted. Our shower in the room didn’t work and had a rusty hole in the corner, 4 days of asking before it got sorted. Now if you want a 5 star 18-30s holiday this place is for you, first week was inundated with Canadian graduates being very drunk and loud. No problem we’ve all been young once but hardly relaxing. Second week possibly 2-300 20 something American kids, drunk,loud and if you wanted to score dope or coke just wait in the toilets you’ll get what you need. The hotel itself, every pool has loads of tiles missing. The pool bar has one big tile missing exposing the rusty metal frame underneath. Broken floor tiles have been filled in with plaster. The whole place is tatty and nowhere near what you’d expect from a 5 star resort. Most staff don’t speak English which is strange in a hotel with mainly American Canadian and English. Ok Diamond, Hideaway and after thoughts, 3 tier service in place where you’re supposed to be given 5 star treatment. Diamond club got the reservations they wanted, hideaway next and us paupers got the leftovers. Anything after 9 sir it’s all yours. This hotel is barely 2 star, it’s hygiene is the worst I’ve witnessed anywhere, oh nearly forgot I witnessed staff in the toilets use the urinals and then sort their hair out and walkout. Yep no washing of hands, how was that drink they served you,nice bit of urine with ya drink. There you go the novel is finished, trust me there’s so much more.

I'm not sure where to start. We traveled with a large group for spring break (adults and teens) as many others seem to do at this hotel. The resort is clearly ill-prepared for it. I called several weeks before to try and make group reservations as I know from the only other all-inclusive I've stayed at the claim of "all inclusive" is...questionable at best. This hotel might actually be worse. At least at other resorts I could actually get in a 9:45 pm reservation. If you think you can make reservations on the app (which you are encouraged to do)...good luck. The restaurant "availability" opens at midnight for the next two days. So if you are going to do it yourself, you'll need to stay up or you will be eating at "the buffet." Ahhh..the buffet. We arrived late the first night and had to eat that the buffet for dinner. I am not being hyperbolic when I say that the food was almost inedible. Which leads me back to "reservations." We stayed in the Diamond Club and had a butler. This was supposed to mean we had easier access to reservations. Maybe if your group is smaller this is the case, but it is extremely difficult for a large group. When we asked to eat together in anyplace BUT the buffet (and offered to split our group up into smaller groups) we were told how hard this was. Why is this hard? Because I am sure the resort is financially incentivized to steer as many people as possible to the buffet...which is inedible. This creates a situation where you need to be aggressive and follow up with butlers each day - and who wants to do that on vacation? I will say if you get Nelson, he is a very good and will check in on you often. Bring cash. The service you get will dramatically improve with tipping so figure about $200 in tips (at the minimum) for the week. Expect to be upsold almost everywhere. Sunscreen is $50. (You read that right.) We were supposed to get $600 in resort credit. The butler told us to go to the building "concierge" and the building concierge told us to go to the butler. So in effect, there is no "credit." Also, several members of our group were guilted into 90 minute time share presentations. Again, every minute of vacation is precious. Who wants to waste 90 minutes on a hard sell time share presentation - and the "building concierge" is the one who lures you in - the person you walk by every morning. Our group discussed this with frustration at dinner several times. The Diamond Club restaurant/ bar is wildly understaffed. You virtually have to beg people to serve you. Two of us ordered a sandwich that was described as a "caprese." We thought this would have melted cheese and tomatoes. Wrong. Instead we got about five triangles of unknown cheese with tomatoes. We asked if this could be grilled (our friend had almost inedible BLT with clear marks of panini press), but were told they would just bring us bread. I am also a Marriott gold member. That did not change the quality of service at all. The good news: Diamond club members get 20% off and that may be your best option. I used the 20% off for my massage. The spa is lovely. I recommend making the reservations yourself at the desk. I can say that this is a bright spot. The resort (despite being spring break) is also serene. We've been on spring breaks where you feel like it is Girls Gone Wild. This is not that place, so kudos to them. Pools are great. Beach is great. Do expect to have to wake up at 7 am to shark out chairs if you do have a big group. There are good activities and the shows at night are actually fun. Our "kids' (18 year old seniors) liked the night clubs. The Italian restaurant was quite good. I recommend going for that. Under the Sea was...fine. We weren't sure exactly what the chocolate mousse was....but it was not chocolate mousse. We wait to see what will happen our last few nights. We've already been steered back to the buffet...but I will break my group into 6 smaller groups if needed to avoid that. The buffet for BREAKFAST is quite good. (Dinner is the only challenge.) The Club Lounge in the main building for Diamond Club has small sandwiches, cheese, bread and dessert all day. It is well staffed. You can always come here is you are hungry - and I was hungry a lot. It is the only place that has almond milk if you have a lactose issue. The main cafe has no other option but cow's milk. I feel like this resort could be improved pretty easily with some management changes. The reservation system is beyond broken. The quality of food needs to be addressed ASAP. (Apparently there is a good grill on beach in an old airstream, but when I tried to eat there, the line was about 30 people long. So I can only go off what other guests tell me.) I remember eating food that "approximated" food like this in Cancun in the 1980s. I would say the food here has the same challenges. It's about 75% close to the food it is supposed to be. I feel like corners are cut on food quality and staffing. Overall, many great aspects of this resort (buildings, pools, entertainment) but the other issues overshadow them now.

Great service! Lovely atmosphere. Food was delicious. Great waitress thank you Concepcion and Sorainny!

Chef Victor and the food group do an amazing job at all buffets and restaurants. Highly recommend and grateful for mi pana Venezolano ;)