Royalton ResortsReviews of royaltonresorts.com

Hi my name is Debbie I’ve tried numerous times with tui and the Royalton Punta Cana … my sons wedding was organised 2 years ago for this hotel .. 52 guests also flew out there with tui .. within a few days 46 people out of the 52 came down with sickness and diarrhoea mine was confirmed as ecoli not only in my stools but bladder too when I got back … I messaged tui whilst stuck in my room for 4 days saying I need help they said someone from the hotel will be there in the morning a dr .. no such thing ! The bride could not even eat and drink on her wedding day and I pushed myself to stay for the speeches then I had to go straight to my room with my daughter both being sick ! Tui just don’t want to know offering silly tui holiday vouchers to go go against with them it’s not that regognise what you done they have no compassion there need accountable someone hotel we had our fesses coming threw the sinks in bathrooms and they was on the list to not send people there but tui did totally ruins my only sons wedding day something needs to be done about this hotel and tui they really don’t care a month later I’m still suffering and my immune system is so low there was one year old baby who got it really bad so yet another month later her stools have been sent off again as she has reverted back to drinking milk no food .. she still has it mine seems to go then come back I had antibiotics from my doctor fro the bladder ecoli but apparently antibiotics does not treat the bowel .. so it has to go on its own which mine has not and that poor baby is still suffering there is about 10 of us still suffering something needs to be done the hotel needed to be shut down other guest in not in the wedding party were being sick outside restaurants the pool and in the pool ! We need help with this

We are currently back from what was supposed to be a relaxing holiday at the Royalton Punta Cana, and it turned out to be one of the worst experiences we’ve ever had. We travelled with TUI and have visited the Dominican Republic many times before, staying at Riu and Bahia resorts, but we have never experienced such lack of care, safety, or management as we did here. From the moment we arrived, things went wrong. The fire alarm went off repeatedly through the night, keeping everyone awake, and it wasn’t repaired for several days. The swimming pools were filthy, with murky water and broken tiles, and even after multiple complaints nothing was done. One evening, my husband cut his foot on broken glass by the pool — other guests, not staff, came to help. Hours later the blood stains were still there. Shockingly, the hotel continues to serve drinks in glass containers around the pool and beach, despite this being a clear safety hazard. The beach is nothing like the photos shown online or in TUI’s brochure. It’s covered in large sandbags, full of debris, and completely unsuitable for swimming. We had to walk to another hotel to enjoy the sea. Hygiene around the resort was also appalling — we saw glasses being washed by hand behind the bar instead of in proper machines, and often not even rinsed. No wonder so many people fell ill during their stay. What made things worse was the total disregard from hotel management. Despite our repeated complaints, no manager came to see us. Staff at reception told us they “weren’t aware of any previous issues,” which is simply not true. The TUI representative on site defended the hotel instead of helping us, and the general manager should be ashamed for refusing to face guests and address such serious problems. This was not just a disappointing holiday; it was a complete failure in safety, cleanliness, and customer care. We will never return to this resort and cannot recommend it to anyone. The lack of accountability and basic standards here is beyond unacceptable.

They catfish you on google maps with a central location and then your actual hotel is 45 mins away. I booked a suite in Montego Bay to only find out the actual hotel is 45 mins away in a different city. 2 google maps location but they only own one property in Jamaica. Shady Shady

I was very disappointed with the Royalton Splash in Punta Cana. Given the Royalton is a higher tier in the Marriott chain, I expected more than a 3 star service - I am a regular Marriott wherever I travel and this experience was just disappointing! While the staff were super-friendly and courteous, the issues were barely resolved- no ironing board in the rooms; only one power outlet by the sink; the sheets were damp (due to humidity) and though we had the fan and air-conditioning on it was still very warm in the room (my friend's room was MUCH cooler) - my aircon was not working working very well. The buttons on the phone in my room were broken so it was difficult to call for room service or guest service... The good thing was the shuttle between the other Royalton resorts which is where we spent most of our evenings as there was nothing happening at the Splash for entertainment... overall not much entertainment generally and the bars also closed fairly early at the Splash. The bartenders were clearly unhappy to work there as it was not easy getting service!

What I paid for and what was advertised was not what we received. We had so many issues that I will keep it to our top 3: our room, children’s pool and bars. TLDR: I booked a diamond club presidential swim out to celebrate my anniversary. After traveling for 15 hours with a 1 and 3 year old, the room that I paid for was unavailable due to construction. Royalton never notified me of the construction or change in room prior to my arrival. My options at the hotel were: move to an “upgraded” room on the 5th floor that is 10-15 min further from the beach and not part of Diamond club, “voluntarily” downgrade my room to a non-swim out presidential closer to the beach, or decline to check in and leave. The children’s pool was unavailable for half our stay. Bars were consistently out of ingredients, including coconut, fresh fruit and rum. Yes, rum. Completely unacceptable for a “luxury all-inclusive” hotel. Full story: I booked a stay at the Royalton St Lucia to celebrate my 10 year anniversary. I chose the presidential swim out as it provided easy access to the children’s pool, beach and restaurants. This is the only reason I chose Royalton, since I am traveling with a 1 and 3 year old. Prior to arriving, I was never notified that the hotel was under construction. 1 month prior to my arrival, I called the hotel to make sure that my booking was all set and was assured that my room would be available. “Your room is guaranteed” were the exact words spoken to me. Travel took roughly 15 hours including flights and driving to the resort. When we arrived at the resort, we are told that our presidential swim out is unavailable and that no other presidential swim outs are available. Instead I am offered 3 options: 1. An “upgrade” to a penthouse suite. I used quotes for “upgrade” because this was not an upgrade. My original room would have been a first floor swim out, 1 minute walk to the beach, pools and restaurants. The “upgrade” is a 5th floor, 10-15 minute walk to the beach, pools and restaurants. As a parent: balconies, stairs, elevators and long walks are everything I wanted to avoid on vacation. 3 days into our stay we were moved to a suite closer to the beach. However, the better “upgrade” had no AC and a leaking hot tub. 2. A “voluntary” downgrade to a presidential suite without a swim out. This downgrade did not include any compensation to offset the price difference. This would have put us closer to the beach but elevators and stairs were still involved. Construction was ongoing in the room below so my kids would not have been able to sleep if I chose this room. 3. Decline to check in, leave and possibly receive a refund. This is completely unacceptable. I refuse to do that to my kids. If it was just my wife and I, I would have left and stayed elsewhere on the island. If I chose to leave, Royalton would not have compensated my airfare or airport transfer. Ultimately, we agreed to the “upgrade” to salvage our trip. My kids don’t need to suffer because Royalton decided to be deceitful. It is unacceptable to not inform your guests that construction is happening and that my booking will be unavailable. The lack of options available is unacceptable. I am even more upset at being lied to 1 month prior to my travel. I would have happily rescheduled my trip or stayed at a different Royalton property. Having to make this decision at a hotel lobby after 15 hours of travel is disgusting. I was forced to sign and accept the “upgrade” since I had nowhere else to go. The children’s pool being unavailable was very inconvenient. I’m sure Royalton does not care that they made a 1 and 3 year old cry for 2 days. The bars and restaurants were consistently out of ingredients. Half of the menu was unavailable. The last straw was being told that they were out of ingredients for piña coladas, out of Rum, and out of plantains. Baffling. Other nuisances: Jet skis drifting into swimming areas and hitting people, hot tub having a leak and draining all water, random guys selling weed on the beach, no consistency in drinks with different restaurants having different names for the same drinks, 4 clogged toilets in the main lobby and room. I have more complaints but I’m tired of writing.

💯 Recomendado Fue una estancia genial, maravillosa atención de los trabajadores, excelentes cócteles, variedades restaurantes especializados, confortables habitaciones. Sin duda regresaremos el año próximo. 💯 Recomendado

Cannot give a valid lower rating. But would like. To do so Had minor fall needing 30 minutes medical attention for aboutv30 minutes COST OVER 4000 DOLLARS BUT As already MENTIONED THE HOTEL DOCOR EMMPLOYED BY HOSPITAL JUST THINK FOR THE TIME AND SKILL

My family and I booked a much-anticipated trip to the Royalton Bavaro in Punta Cana through Sunwing Vacations, but our experience was filled with issues from start to finish. Prolonged and Chaotic Check-In: Our arrival was met with an hour-long check-in, even with young, exhausted children. Staff showed little interest when my husband lost his wallet on the Sunwing shuttle (which we could still see driving away). No help was given by either Sunwing or the hotel, and we had to resolve this on our own. Loyalty Status Ignored: Despite being a Marriott Platinum Elite member and paying for an upgrade, my status and benefits weren’t honoured because we booked via Sunwing (never again! We booked with Sunwing because they had direct flights and this cost us our entire vacation - also their planes are awful, small cramped and "dark flights" meaning no wifi or even charging ports). This was very disappointing as recognition was one of our key reasons for choosing this property. Dirty Rooms and Unpleasant Conditions: Our initial room was dirty with a persistent mildew smell. Stairwells near our room constantly smelled of sewage, and basic amenities like hand soap took a full day and multiple requests to obtain. Unhelpful and Rude Service: Most staff were indifferent or outright rude. Requests for assistance were routinely dismissed unless directly escalated to a manager. The only visible priority from staff not in management was trying to upsell us on paid upgrades or timeshares. Water Park Compensation Mishaps: As a form of apology, we were given water park passes. However, miscommunication meant we didn’t have the correct paperwork so we wasted an entire morning going just to be sent back and on the second morning, after another hour to get paperwork and wait for the shuttle, we arrived just to be told upon arrival that and our son was too short for the slides—afact not mentioned until after we arrived and leading to further tears and frustration. Discrimination: I was refused service at the pizza window while others were served. As an East Indian guest, this felt targeted and deeply upsetting. Electrical Fire & Major Safety Lapses: The worst moment was an electrical fire in our room at night which left it full of smoke and ash. The hotel’s response was slow and dismissive, and only after we pushed where we moved to a clean, safe room. We were offered compensation from management in exchange for signing a non disclosure which we refused. We hoped for a relaxing, memorable family holiday, but instead spent our vacation dealing with poor room conditions, unresponsive staff, and safety concerns. Apart from two caring managers, almost every attempt at a solution required multiple escalations, and the hotel never truly rectified the situation. Bottom Line: I cannot recommend the Royalton Bavaro based on our experience. We expected much more from a resort branded by Marriott—especially at this price point. If you value service, sanitation, and safety, think carefully before booking.