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

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17340 reviews

• 

  Spent £16k for a party of 8 to get extremely poor customer service and cold food. Spend your money elsewhere.

  Well where do I begin….a family of 8, arrived with welcome drinks and a fairly seamless check in service, thought we were off to a good start, but that all soon changed. Walk into our room, met with a stench of mould, musty damp smell. Asked to change that evening and was told no as they were fully booked. Pressed on for the next couple days as it really was dreadful. Got to the point where I’m meeting housekeepers in our room, who just nod and smile due to our language barrier. I asked a random Canadian couple from the corridor if they could smell my room. He looked a bit bewildered but did also agree how bad it smelt. All our other group members rooms were clean and had no smell. We come back from the beach that afternoon and are met with a dehumidifier in our room which had collected a large amount of water already. Surely that is an admission of guilt? They moved us, finally, to a room that was clean and how a fresh room should smell! That room eventually had a crack in the bathroom ceiling and was dripping constantly on our bathroom floor. We were only leaving in a few days so just left it but complained the the front desk. Their excuse was hilarious - the humidity! But coming back from a day at the beach, they had tried to repair it. See photos attached. Few days pass, my partner got extremely ill from the food, so was written off for a day. Coming out of both ends. They were just 1 of 6 of us (out of the 8) that got ill during the holiday. The food is constantly served cold to luke warm, one serving spoon at a buffet for 3 or 4 different dishes. Cross contamination is high here so just be careful, especially if you have any dietary needs etc. The buffet food is ok, but as said previously, there is no heat to the food. The restaurants are a bit better, with the standouts being the steakhouse and Zen - as the food was cooked fresh and was actually warm compared to everywhere else. We only managed to get to these restaurants due to speaking to the customer service manager, Jeifry - I believe I have spelt that right. As a group of 8, being told everything is done via the app, but can’t book a table for more than 6 on it. We felt so out of place as a large group. Jeifry spoke direct with the restaurants and got us booked into them all. It shouldn’t have got to that point, but we were left with no choice. I would not recommend the two restaurants that are up in Splash. They are both dreadful. Half the menu was missing, and the food is just heated up in a microwave it is so obvious. Avoid them. The service is extremely poor. They are so reliant on tips you feel forced to tip them to get any service, even then it’s not received with a smile and they just take it and move on to the next person. Even at some of the restaurants, they just hang around your table when they are done expecting a tip. It’s so awkward and uncomfortable. The only name I remember is Angel, who worked at the bar in the Teppanyaki and Sushi bar and was great to us, who was actually very grateful of the tip we gave him. Overall, I can only say on my experience, but please spend your money elsewhere. We spent around £16,000 in total for our family holiday and whilst the company was great with small highlights of our holiday to remember, the resort was severely let down the majority of the staff. If I could get us any money back I would, but we all know that won’t happen. Also, any negative reviews get the same response and no one ever reaches out as we spoke to a few people during our stay who had reviewed the place before they left.

  Nov 22, 2025
• 

  Would NEVER go back.

  Resort is run down, lots of pool tiles missing or cracked. Reservations for dinner had to be made on their app, it never worked. So frustrating, told staff front desk staff and they didn't care, restaurants half empty and they told us you MUST Reserve on the app. What other hotels call a Standard Room they call it a Luxury Room, so the worst room in the place room 4124 is called a Luxury Room.🤣 We asked to change rooms the minute we arrived, we are balcony people in the early evening, our view was a chain link fence 6ft away and idling trucks stopped in front of our balcony delivering supplies to the restaurants next door, not to mention the sound of staff and outside air conditioning units. It took them 3 days to move us, special shout out to Eddie. Our rooms were never stocked with water, beer, coke etc... Even though this was supposed to be done nightly. The worst staffing experience we had was we had bought dark vanilla as a gift for my sister, turns out she texted me 30 minutes later and informed me that she wanted white vanilla. Since I was close by to the on resort store, I went back to exchange the vanilla, same company, same size, same price, should be simple right? Well it wasn't, the girl wouldn't exchange or take back the dark vanilla, so I just bought the white vanilla as well. Super frustrating experience. In conclusion, we would never go back to another Royalton, we are experienced travelers, in fact I'm heading back to the Dominican next week, 4th time this year. The Royalton Punta Cana is definitely off our return list. This is a 3 Star resort at best, but probably a 2.5 to be honest.

  Nov 22, 2025
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  Romeo is the best butler!

  Our butler Romeo made us feel so welcomed and treated us like his family. He is genuinely so kind and caring, he provided the best service we could have asked for. Romeo we will miss you and thank you for making our holiday special

  Nov 22, 2025
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  Our Butler/Host - Romeo - Royalton Punta Cana

  We recently spent two weeks at the Royalton Punta Cana and wanted to highlight the exceptional service provided by Romeo. My friend had him as her butler during a previous stay and spoke very highly of him. Although we weren’t able to have Romeo assigned to us on this visit due to a family matter he needed to attend to, he still went out of his way to make our stay special. Once he returned, Romeo took the time to find us and checked in on us every day, even though we were not his assigned guests. His kindness, professionalism, and genuine care truly stood out. Romeo is one of the most thoughtful and helpful people we met during our trip, and the Royalton is incredibly fortunate to have him on their team. We were so impressed by his dedication that we will absolutely be returning because of him.

  Nov 21, 2025
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  Good but could be improved with better communication.

  Overall a good experience following a bumpy start. We were allocated a diamond club room with a view of an access road, it didn’t affect us but We could see why others complained. The room was nice with the only issue being mold on the bathroom ceiling above the shower which appears to be a common issue. Diamond club isn’t what it is sold as, no separate breakfast or dinner room as such you have to use the buffet restaurant or the beach bar. Unless you ask you may not receive your complimentary slippers, robes, umbrella, wine and 1 bottle of spirits each week, we only received them after raising the issues and we were not alone with many other guests unaware of what they should have been given. The drinks were good the buffet restaurant is acceptable and the Zen and Hunter Steakhouse were excellent, the others hit and miss. We had no sickness issues but were aware that others did however we didn’t visibly see any cross contamination issues. The grounds are well kept but the Diamond club pool at the Splash complex is very quiet and much nicer to use than the main complex with better service. Unless you are Diamond Club you may struggle to get a booking in the a la carte restaurants. The beach is beautiful and you can safely walk to the right for at least 5 miles with hotels all the way, to the left is far less appealing. The water can be choppy but that didn’t stop the vast amount of people from swimming. There are sand bags outside this hotel which is to stop beach erosion but it doesn’t stop anyone from accessing the beach or the sea. We changed our butler and requested Johnny after seeing the many excellent comments that he has on trip advisor and we were not disappointed. He provided an excellent service above and beyond what we expected and we can’t praise him enough, if you have any issues request Johnny you will not be disappointed. Overall a nice holiday, as long as you don’t expect Europe 5 star you shouldn’t be disappointed.

  Nov 21, 2025