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Royalton chic We booked luxury 2 connected rooms with ocean view under the so-called diamond Subject: Formal Complaint Regarding Our Extremely Disappointing Experience at Royalton CHIC Our experience at Royalton CHIC has been extremely disappointing and far below the standards expected from a luxury resort. We booked two connected luxury rooms with ocean views, under the Diamond Plus category, with the expectation that our rooms would be connected or, at the very least, located next to each other. Unfortunately, from the moment we arrived, we encountered unacceptable problems that turned what should have been a relaxing vacation into a stressful and frustrating experience. 1. Unacceptable check-in experience We arrived at approximately 6:00 PM, yet by 9:00 PM, our rooms had still not been properly assigned or made available to us. The explanations and problems we encountered included: 1. We were told that ocean-view rooms were not available on the first floor and that we would have to accept rooms on the second or third floor. 2. There are no elevators, making access to the upper floors extremely difficult for elderly guests and individuals who cannot comfortably use stairs. 3. We were offered first-floor ocean-view rooms only if we paid additional charges, despite this condition not being clearly disclosed on the resort’s website when we made our booking. 4. When we refused to pay these unexpected additional charges, we were suddenly told that no rooms were available, including on the first floor. 5. From the moment we arrived, staff appeared surprised by our reservation and repeatedly claimed that the booking details were unclear, attempting to shift responsibility to our travel agency rather than resolving the issue professionally. 6. For a resort presenting itself as a luxury destination, it was shocking that our rooms had apparently not been properly designated before our arrival. Staff spent considerable time checking their computer systems and repeatedly contacting managers instead of providing a clear and timely solution. 7. Rather than offering compensation or an appropriate alternative, we were presented with a form to sign accepting downgraded accommodation without any compensation or even an offer of additional services to make up for the inconvenience. 8. We were kept at the reception office for approximately two hours while staff attempted to convince us to accept their proposed arrangement. This was an extremely unpleasant and exhausting experience, particularly for elderly members of our group. 2. Poor room conditions and maintenance Unfortunately, the problems did not end after check-in. 9. The rooms were not sufficiently clean. There was visible dirt in the corners, and water from the bathrooms was spilling onto the surrounding floor, apparently due to improper floor installation or drainage. 10. The curtains were not functioning properly. We had to contact hotel staff twice daily to have them opened during the day and closed at night. This is a basic room facility that should function without repeated intervention from housekeeping or maintenance. 3. Disappointing experience for our entire group We were travelling as a group of 13 people, and unfortunately, not one member of our group was satisfied with the service received. Every single room experienced problems of one kind or another as TV not working, room phone not working etc.. This is particularly unacceptable for a resort advertising itself as a luxury destination and offering premium accommodation categories. Our expectations and requested resolution We paid for a specific accommodation experience and expected transparency, professionalism, clean rooms, functioning facilities, and respectful customer service. Instead, we experienced: ? Unexpected additional charges that were not properly disclosed. ? Failure to provide the accommodation experience we had booked. ? An extremely delayed and stressful check-in. ? Pressure to accept downgraded rooms without compensation. ? Inadequate room cleanliness and maintenance. ? A complete lack of satisfactory customer service and accountability. We strongly believe that this experience deserves a serious investigation by Royalton CHIC management and corporate customer relations. We expect a formal written response addressing each of these concerns, along with appropriate financial compensation for the downgrade, inconvenience, and failure to deliver the services and accommodation promised at the time of booking. A luxury resort should be judged not only by its marketing and facilities, but also by how it treats its guests when problems arise. Unfortunately, Royalton CHIC has failed us on both service and hospitality. We hope management takes this complaint seriously and provides a fair and satisfactory resolution.

Travelling with a larger group can sometimes be difficult but at the Royalton Chic Punta Cana this could not be further from the truth. The mansion accomodation offered us a great space, spacious rooms our own pool and the option of house dining . The staff where superb, Ronald ensured our stay in the mansion was superb going out of his way to accommodate our requests, Carlos in the beach bar ‘excellente’, Alexander/ Angel in main pool bar and restaurants also helped to ensure we had a great stay. The food/ restaurants had great options, the diamond club offered great extras. Excursions booked through the hotel where well worth it. All in all a wonderful stay!

We went to Royalton Chic Punta Cana and had Fenando Elba as our butler, he was amazing & so sweet! Such a hard worker. We have no complaints at all about our stay!

The staff is nice ! When checking in not only did it take forever, they gave me a room that already had guests staying there and we entered the room while they were there !! Embarrassing. ! So back to the lobby and waited agin so finally I asked them to upgrade me to a swim out suite fine he says charged me 1200 ok no problem. Should have Been comped but oh well! The only food we had that was any good was the chicken wings. Steak house terrible , Italian food the whole place was full of smoke from the kitchen terrible experience there and food was no great either ! I would not recommmed spending the money on this resort , shop for a better place with service and food !

We upgraded ($209) to a "LUXURY" room but we didn't see any LUXURY except that it came with a jet tub which we didn't even use because we wanted to clean it before we used it! I understand that this is a Spanish speaking country but they don't accommodate for guests who only speak English. At the check in, the lady didn't explain the resort (like the different areas, restaurants, hours or locations) She only explained, if we loose the room key bracelet, there is $150 charge. The only person who was friendly was Cristoph (from the wait staff). We mainly ate at the buffet because we could get a variety but the only thing that we enjoyed was dessert. We finally were able to book the steak house and we literally left all of the food on the table and couldn't figure out what all the excitement was about. The drinks were very weak so we didn't understand why a few people seemed like they had a few too many. We found out that this resort was considered to be in the countryside, it's away from everything so the resort should offer more entertainment! The "club" was empty every night, we went there to watch sports. We found ourselves bored so went to bed pretty early. If you are looking for a relaxing resort, this is it but if you are looking to have a memorable good time, Royalton Chic is not the resort for you!