Royalton Hideaway Punta Cana, An Autograph Collection All-Inclusive Resort & Casino – Adults Only

We had a very nice trip, but the constant sales pitch for the Royalton time share during our first three days will keep us from returning. Before we’d even explored the resort, people were telling us to travel only to Royalton properties and trying to guilt us into a presentation by saying they wouldn’t get paid unless we sat through it. The resort itself was really nice, and our rooms were beautiful. Juan, our Hideaway bartender, was fantastic. The buffet hostesses and servers were very sweet, and Ruth at the Mexican restaurant was lovely as well. The buffet food was very good, so we ate there most nights. Getting reservations elsewhere was nearly impossible. I’d read about that and emailed ahead; they told me to use the app, but we still couldn’t book most restaurants. If we visit the Dominican Republic again, we won’t be staying at Royalton.

Luis, the Diamond Hideaway Club manager, deserves credit for handling our complaints professionally, and our butler Romeo was useful throughout the stay. The gym team, especially Adriana and mister-wow, were the best. The gym was clean and well equipped, and the yoga and pilates classes were outstanding. The start of the holiday was spoiled by a string of problems. We arrived after a week-long cruise with a Diamond Club upgrade, but check-in was 45 minutes late and we were put in a room with two double beds instead of the king we’d paid for. It wasn’t clean, the minibar hadn’t been replenished, and there was no wine or brut, bathrobe, slippers, or toiletries welcome bag. We’d had those things on arrival at a Diamond Club in Mexico the year before. The Hideaway pool was crowded, with too few loungers and umbrellas, so finding a bed each morning was a struggle. Food was mediocre, though we preferred the buffet. Some staff came across as rude or as if they didn’t want to be there unless you tipped for every drink. The resort and rooms also feel tired and need refurbishment. We managed to get on with the holiday after the first couple of days, but that’s why we gave it three stars.

Denis, with one “n,” was the reason our holiday turned around. After a chaotic check-in, his calm, attentive service made all the difference. He checked on us several times a day through WhatsApp, came to find us around the resort, and gave thoughtful tips about the beach, activities, and entertainment. He made us feel valued and genuinely cared for. Other guests said they barely heard from their butlers, which is a missed opportunity. Denis is why the Diamond Club upgrade felt worth the money. Ask for him. The check-in itself was rough. Our assigned butler wasn’t on site, so we were delayed until I showed my frustration and the front desk found someone else to show us a room. That first room was in unacceptable shape, so we had to move. The next room had no towels or washcloths; after we waited two hours, the front desk deactivated our new key and tried to send us back to the first room. Another staff member finally got us settled. We also asked for a room umbrella, a simple fix that never happened. We weren’t given the welcome drink that’s apparently standard, because nobody told us about it. In general, staff seemed focused on tasks instead of guests, and the value of Diamond Club depends heavily on who your butler is. The VIBE team made the evenings a lot of fun, especially Ecellenté. They ran MamaJuana tastings, foam parties, karaoke, bingo, dancing, and live dance lessons. We liked that the resort also respected our quiet time when we wanted it. When we felt like joining in, the team made every evening feel like a little date night.

The property looks attractive, and housekeeping kept our room clean, but the service, dining, and maintenance issues made this a disappointing stay. We wouldn’t recommend it or return. We arrived around 10:00 a.m., knowing check-in officially began at 3:00 p.m. Staff kept telling us the room would be ready in “15 minutes,” but after hearing that repeatedly, we weren’t checked in until after 5:00. The poor communication and repeated promises made for a frustrating start. Service was a major problem throughout. It took an hour and a half to get someone on the phone just to place a room service order. The shower leaked badly and water spread across the bathroom floor. Maintenance came by, but it kept leaking afterward. Dinner was difficult as well. I couldn’t get a reservation, and trying to walk into the specialty restaurants was unpleasant. The buffet was underwhelming at breakfast, lunch, and dinner, with little variety and poor quality.