TripAdvisor Traveler Rating

Great time, our concierge Ana was amazing and definitely we t above and beyond for our experience . Also, big highlight to Alberto and Francisco from the vibe team for being amazing and keeping us engaged and having fun when we wanted. Both were also a blast to be around.

Run from this property! So many issues here! Property: This is my biggest complaint about our stay: 3 mornings out of our 6 we could NOT FLUSH THE TOILETS!!! We let them know each morning and on our last day, when we went to check out I let them know again and the man stated “well, did you tell somebody?” I said Yes and now I am telling you! I went to use the lobby bathroom on the April 27th and those would not flush either! I can not tell you how disgusting this is and how unsanitary. In the buffet, there were not ANY hand sanitizing stations, many of the items did not have spoons, tongs or anything to serve yourself. One day there was chips and guacamole, no tongs and no spoon for the guacamole…I watched people use their hands and use a chip to scoop the guac! I contacted the Marriott customer service number prior to our arrival to inquire if we could still get points and was told “no” but to let them know we are Gold members and we would get Marriott service (possible upgrades, help with tours, etc.) When we arrived, we spoke to the Marriott rep and was told that she could not help in any way since we didn’t book via Marriott-we were disappointed, but left accepting the decision. When we inquired about going to the Royalton Splash, we were told no that it would be $135.00 per person. When I showed them the google and trip advisor information that we were able to visit both properties, I was told that was “a mistake” and that you would need to get that taken down…. This was our first issue/disappointment. Tours-BEWARE they "bait and switched us twice! I met with John at the Nexus Tours on your property on the 22nd and requested a trip to Monkey Land. He booked it for me, but when I got on the van, I realized that he sent us to “EVOLUTION ADVENTURE PARK.” We enjoyed the trip and didn’t complain, even though it was not what we requested. A few days later we were talking to some people on the beach and they mentioned that they took a great trip on a catamaran that was booked on their own and had a great snorkel adventure, a lobster lunch and it was great. I took a screen shot of the tour and this time I showed it to “Jay” at Nexus and said that I wanted to do this tour, which was called “SNORKEL LOVERS CATAMARAN CRUISES BY HISPANIOLA ACQUATIC ADVENTURES” We traveled with our own snorkel equipment and were looking forward to this trip with a great lunch. I want to emphasize that I showed Jay the screenshot of this trip and he said he was booking me on the “same” excursion thru his company. I even repeated….”this is the same, right?” He assured me yes. We ended up on a Happy Hour tour/catamaran with NO lunch and 30 minutes of snorkeling! It was just chips and alcohol. The next morning I found Jay and let him know what happened and how disappointed we were! Bottom line, he told me to write a letter, then when I told him I wanted our money back, he said he would need to speak to his manager….nothing got resolved and upon checking out on the 27th the front end manager heard the story and said, yes I should get my money back but he could not do it! We paid $144.30 for this. BEWARE OF THIS PROPERTY!!!

This Resort has a lot to offer however, some detailed attention is needed in several areas. First of all, the Check in process is lacking, our room was not ready. The lights around the bed did not work properly and some of them were falling down. The room showed water damage and in of updates. Some of the staff wasn’t very friendly. The Buffet needs to be enclosed! Birds and flies flying around my head while eating was a Big Turn Off! We made the best of the trip and still enjoyed ourselves but, management needs to direct more attention to their staff and the up keep of thee entire resort. The Food was good in the Restaurants! The entertainment was great! Again, we made the best of our trip. I would love to come back whenever it’s remodeled!

Overall the stay at the resort was nice. Although it took some time to get checked in with the Diamond Club, they accommodated us with drinks while we waited. Caramelo our butler was very nice, He showed us to our rooms and explained the Diamond Club status, how restaurants work, and where the pools were. He also helped us with reservations for dinner and was available to answer any questions that arose. The food wasn’t that great. I enjoyed the food at Vespa (the Italian restaurant) the most although the service sucked. The buffet was average and mainly had the same options daily. Room service was okay sometimes but it was still average. The drinks were good! Some bartenders did good and sometimes they didn’t do too well with alcohol proportions. The Diamond Club lounge was the spot to be! They had more premium liquor options and small finger foods and fruit to snack on while you waited for your drink. The ladies in there gave the best service and stayed making good drinks. It was nice that they offered different things to do nightly like a fire show or the silent party. I do feel like the music was the same the whole weekend even though they tried to mix it up. The resort was located on the beach but I didn’t spend to much time there due to an influx of seaweed. It was a good time and I wouldn’t mind staying there again I would just be sure to bring my own snacks.

I enjoyed my stay! Caramelo was very helpful and accommodating. The resort was clean and very welcoming . The food needed more flavor and to be cooked properly. Also the music every night was the exact same, so it felt like I went to the same party each night.