Royalton Splash Punta Cana Resort & Spa

This hotel need a complete full management change. Lobby is without any interest, there is no particular evening activities organized . There is no vibe in this hotel at the contrary of royalton Punta Cana . I booked a diamond club rooms and being an elite Marriott BONVOY member I did not feel at all recognized and thanked for staying here . One positive point: the water park and the friendly of the staff most of the time smiling . Access to royalton Punta Cana facilities is very confusing and not helping to have a restful stay . If you check in Facebook dedicated group for this hotel there is quite a lot of information about intoxicated people with food . For me so far … I am ok

# 1 Star – Great Employees, but a Disappointing Resort Experience Our stay at Royalton Splash Punta Cana was unfortunately a very disappointing experience. While we encountered some genuinely wonderful employees, the overall service, communication, and organization fell well below our expectations. ### Room and housekeeping We initially had an issue with our room, which was eventually resolved by moving us. Unfortunately, the replacement room had problems of its own, including lights, the TV, and the telephone not working properly. One of the worst experiences was being locked out on our balcony for approximately an hour. We had no way to contact anyone and repeatedly asked for help, only to be told someone would arrive in 10 minutes. This happened several times, but nobody showed up. We eventually had to flag down people near the pool to get an employee's attention. When someone finally came to help, they made us feel as though it was our fault for not knowing how the balcony door worked. What made this even more uncomfortable was what happened the following day. When housekeeping entered our room, the staff began speaking Spanish, laughing and seemingly making fun of us about the balcony incident. They repeatedly opened and closed the balcony door latch while doing so. We felt that we were being mocked over an incident where we had been left stranded for an hour. This was extremely unprofessional and made the situation even more upsetting. The room telephone remained broken despite a maintenance request through the resort app being marked as resolved. This made it difficult to contact staff when we needed assistance. Housekeeping was inconsistent. Our room was not cleaned on one day, and requests for laundry bags and additional soap went unfulfilled. We requested these three days before checkout, followed up at the front desk, and were promised delivery within 15 minutes. After nothing arrived, we had to call three more times. The minibar was also not consistently replenished with water and chocolate milk. ### Food and dining The Selections buffet lacked proper food signage, which was particularly concerning for me as someone with a peanut allergy. The lack of clear labelling significantly limited what I felt comfortable eating. Credit where it's due, the à la carte restaurants handled my allergy much better. Food options outside restaurant hours were also limited. There is no 24/7 place to grab a bite. The burger shack near one pool was only open for approximately three to four hours, while the other pool, about a five-minute walk away, had no nearby food options. Room service was frustrating as well. Orders placed through the app were sometimes cancelled or significantly delayed, and our first order was completely wrong. Once orders started arriving correctly, the room service employees were great, so the issue seemed to be with the ordering and delivery process. We also discovered that water was available at The Bean Coffee Shop, but this was not advertised or clearly displayed. We only found out after seeing another guest ask for it. ### Pool amenities and entertainment Pool towels frequently ran out, and restocking took so long that we had to walk to another pool to get towels and bring them back. Staff did not seem particularly concerned when guests were left without them. There were also only around eight umbrellas across the pool areas despite plenty of lounge chairs, leaving very limited shade. There were no tables nearby to place drinks either. Entertainment and activities were poorly communicated. Shows and aqua fitness classes would simply start without prior announcements or notices. The schedule on the room television often did not match the actual activity times at the pool, making it difficult to plan around them. The entertainment staff also never introduced themselves, so we didn't even know their names during our stay. Better communication and guest interaction would have made a big difference. ### Management and customer service Perhaps the most frustrating issue was the lack of management follow-up. We raised and escalated several concerns during our stay, but after three days, nobody from management had contacted us. We repeatedly felt that we had to solve problems ourselves. Whether it was going to the front desk to chase basic requests or physically bringing our luggage to the front desk because of the lack of service and our broken room telephone, the experience often felt more like managing the resort ourselves than being guests. ### The positives I do want to recognize the employees who made a positive impression. Ceasar from Guest Services was particularly kind, empathetic, and understanding when we discussed the balcony incident. Alejandro from Guest Services was also great. Most of the bartenders were excellent, as were the employees at The Bean Coffee Shop. The room service staff were also pleasant and helpful once our orders were being handled correctly. These employees deserve recognition and showed the level of service we had hoped to experience throughout our stay. ### Final thoughts Problems can happen at any resort, but what made this stay so disappointing was the repeated lack of follow-through, poor communication, and lack of urgency when we asked for help. From being stranded on a balcony and subsequently feeling mocked by housekeeping, to inconsistent room service, limited food options, poor pool amenities, and a complete lack of management follow-up, there were simply too many issues throughout our stay. There are some excellent employees at Royalton Splash Punta Cana, but unfortunately, their efforts cannot make up for the broader service and management problems. Based on our experience, I would not recommend this resort, and I would not choose to return.

The area was absolutely gorgeous. The grounds felt luxurious and the staff was very kind and helpful. Our stay included the Diamond Club services, and our butler Edwin, was hands down the best part of our stay. The amount of stress and worry we got to avoid by having him help us with all the aspects of our stay cannot be understated. My partner and I were already discussing our next visits on our second day. To touch on some other points: - the rooms were very clean and comfy. And any issues we had, Edwin had dealt with so quickly. - the food was amazing. The amount of choice and quality of the buffets was wonderful. - the restaurants were way too busy, but with the buffets being so good we honestly didn't mind too much. - the wildlife was very cool to see, and quite tame with a huge variety of different birds and lizards.

Edwin Berra was our Butler for the week. He was so helpful and made our experience amazing !

My family and I have just returned from an 11-day stay at Royalton Splash Punta Cana, and unfortunately, we were hugely disappointed. Positives: Ariel from Guest Relations was extremely professional and caring, and we really appreciated his daily check-ins. The mini bar was also restocked daily, and the bar staff were generally friendly, hardworking and a real credit to the hotel. Unfortunately, there were several major issues: • Food hygiene: We witnessed serving tongs being used for both raw and cooked meat which is a serious food safety concerns. • Food quality and choice: The buffet was repetitive, with little variation between lunch and dinner and no themed evenings. The à la carte restaurants were basic, with little flexibility. Having to pay an additional $49 per person for the steakhouse and extra for sushi is unreasonable at an all-inclusive resort. • Air conditioning: Most communal areas had no functioning air conditioning, making the heat unbearable. Staff gave conflicting explanations, and even our TUI representative acknowledged the problem. • Cleanliness and facilities: Hair remained in the main pool for three days, guests were eating in the pool, and there was a severe lack of parasols, leaving very little shade. • Room standards and security: We arrived to dirty towels, and housekeeping left our daughter’s room door open when it failed to close properly. • Staff conduct: A member of the Vibe team made comments suggesting they should also receive tips if we were tipping the bar staff. Overall, the experience fell far below what we would expect from a luxury all-inclusive resort. Sadly, we would not return or recommend Royalton Splash Punta Cana. Save your money and book elsewhere.