General Policies & Fine Print
Check-in Policy :
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy :
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy :
This hotel cannot guarantee a spring-break-free environment.
Transfer Policy :
A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information :
Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating2759 reviews
Hope this review helps you make a right choice for your future stays
Hi everyone. We are currently at the hotel, arrived yesterday. I will do a review vlog in the next few days but just want to let you know about the good things and the bad things so far… unfortunately many more bad and not so many good things… Pros: 5* drinks - Top shelf liquor 5* staff - Friendly English speaking staff 4* surroundings - Laid back atmosphere Cons: 1* welcome - When we arrived after 14 hour journey we were dropped off at the reception of Royalton Punta Cana. We were told by the front desk to walk downstairs, straight ahead and look for a white building. That way we should find the reception of the Hideaway hotel. Not so easy to find if you’ve never been here as from outside there is no signage for the hideaway reception. We had to carry our luggages ourselves. No welcome drink also. 1* the room - the air con is not working. It’s set to 16 C but it’s really hot in the room. We struggled to sleep last night as it was around 24-25 degrees. We complained yesterday about the issue when we first got in. They said they have tried to fix the unit twice but no luck. We received a call at 22:00 saying they found us a room they can relocate us to. At that point we’ve been awake for 21 hours and were too tired to spend another couple of hours trying to move. Today we received an information that they will try to fix it again and if they can’t fix the unit they will move us to a different room in a worse location with a lot worse view! How exciting! They said it’s out choice if we want to stay in a hot room with a nice view or move to a coller room with a rubbish view. 1* the room - the fridge is not working and all the drinks are warm room temperature. Another one where apparently they tried to fix it but they haven’t… 1* housekeeping - when we got into the room we had no towels, no toiletries, no beers and no robes. I called them twice. Twice they confirmed they will sort it out. Today we still don’t have any beers or robes. 1* cleaning - the bathroom was dirty. It could really do with a deep clean. 1* service at the restaurant - we visited dorado last night and the waiter was standing in the middle of the restaurant during dinner service watching tiktok and truly enjoying himself. I wouldn’t mind that if we actually had a drink. Instead we sat there with empty glasses watching the waiter watching his phone. Not very professional leaving guests with no drinks and just staying on your phone watching entertaining videos. 1* the beach - ITS DANGEROUS! The beach is suffering severely from erosion. We’ve seen this issue previously in Mexico but it was fixed within the same week during our stay. It should be closed or fixed as its putting guests health at risk. The loungers are placed at the edge of the collapsing sand. 1* customer service - I emailed the hotel a week prior to our arrival telling them we will be celebrating our anniversary and asking if they will honour and recognise our special occasion. They said they have put the note on our booking ensuring it gets recognised. Walking towards our room yesterday we saw lots of decorated room front doors, some of them even had flowers outside. Well… our room had nothing and we were informed that there is no information on the system. Restaurants- two restaurants are completely shut for refurbishment and the Italian restaurant is now serving international buffet style dining experience instead of Italian a’la carte meals. Therefore technically you are missing out on 3 restaurants experience. No communication on that prior to our arrival. After travelling many Caribbean and Asian destinations varying from 3* to 5*resorts unfortunately I can confirm that so far the whole experience is so very disappointing. Would we book this hotel again? Absolutely not a chance. In our opinion it’s a waste of money and there are plenty other lovely hotels within the similar price range. Hope this review helps you make a right choice for your future stays.
An honest review of the Royalton, Hideaway in Punta Cana
Having been to 5 star resorts 10+ times previously, including 2 other resorts in Dominican, this is the first time I'm not giving a resort a 5 star review... this simply, is not a 5 star resort... it struggles to even meet the 4 star standard. There are some positives to the resort for sure... first of all *some* of the staff were very helpful and kind, particularly Joel in the Hideaway concierge and Rudy in the Hideaway bar, the free room service option can be nice for breakfast in bed but they will almost never get the order right. The beach is fine, not impressive and the water was rocky for the entirety of our trip (can't be helped). The poolside service is pretty good and the coffee shop and sports bar are cool additions. Now, for those negatives... The reviews previously talking about restaurants being closed and turned into buffets are true, but those things didn't really bother us... but there were some things that did. First of all, our initial room in the "Hideaway" had a view of... what can only be described as a generator, I requested to move and was given a stern "no", however another member of staff intervened and found us a pool facing room which was nicer... However, 2 days into our trip "OUR CEILING STARTED COLLAPSING!"... The shower upstairs was running straight through the floor into our bathroom and the ceiling started to fall away. We were provided another room 2 doors down, however, there was zero acknowledgement of the inconvenience and quite frankly the danger of the situation, I don't think any other resort I've been in wouldn't have provided an upgrade, complimentary options etc. It was almost as if this was just another day at the office and I was alarmed to see the damaged room patched up and contain new guests a day later. Secondly... and this was so bad that it genuinely rivalled the issue with the rooms... THE SERVICE IS AWFUL!... On several occasions we had just terrible experiences, we are heavy tippers but it made no difference to absolute apathy and quite frankly, rudeness, of so many of the staff. Some examples; - Ordered fish and chips from the sports bar, had to get up and chase the waiter on 2 different occasions over an hour to remind him of our order... the final time he panicked and went and got our food. It's worth mentioning there were only 2 tables being served that entire time. - There was a coconut iced coffee (which was delicious) available in most bars on the menu which I liked to have after my dinner. On several occasions the bar staff just simply decided they couldn't be bothered just saying "we don't have coffee, go to the buffet"... I'd just come back 10-20 mins later and speak to another member of staff and 50% of the time they'd make it for me. There are a tonne of other issues and you'll see the apathy across the board whether it's in the buffet, the bars, concierge etc. I've never seen a workforce so demotivated, apathetic and liberal with their jobs. For the resort to stand a chance of meeting its potential, whether it's training or underpay, the entire resort needs retraining and remotivating. The Hideaway itself is just not worth any additional spend, the "exclusive" hideaway pool is extremely crowded and very noisy most of the day, we didn't spend a day there and preferred the quieter pool next door available to everyone. This is the first time I've been to a resort and not given it 5 stars, I always want to show the best of resorts as I know how hard they can work and how unfairly they can be judged... But this is a resort that looks 5 star, has 4 star facilities, 3 star rooms and 2 star service. So much potential but almost completely unrealised.
As someone who has done her fair share of traveling over many years, lodging at a Royalton hotel and resort has been my preference amongst the other hotel chains, not only because of their trusted reputation, but also because I've always had a very positive experience with Royalton's service and hospitality.Unfortunately, this was not the case with my recent stay at Hideaway at Royalton Punta Cana in the Dominican Republic. We reserved a Diamond club suite with a swim up for my birthday celebration, and I left feeling disappointed. This came as a real surprise as this was not the experience I was expecting at all from a Royalton establishment. Below is a report of our experiences with the various services provided to us during our stay. Food: With the exception of El Dorado - which was actually excellent and came with very good service - the food at the other establishments we visited was bland and passably edible, and that's being generous. We were misinformed on some occasions. For example, the staff made it seem that reservations were needed for the steak house and the hibachi, when in fact they weren’t. We were happy to discover El Dorado, at least, but this was mostly serendipitous since we had no prior knowledge of this restaurant as we came upon this hidden gem purely by accident. We were happy to learn that no reservation was needed, at least, and the staff seemed happy to host us. Wish I could say the same for the staff elsewhere on the resort. Rating: 2 Stars Staff: Overall, the resort seemed understaffed and the workers underpaid. Almost everyone appeared to be there only to collect a paycheck, but lacked any of the warm friendly charm and enthusiasm one expects to receive when it comes to hospitality at a reputable resort. The staff didn’t seem to enjoy their work, and many appeared to be annoyed having to serve us. As you can imagine, this made us feel uncomfortable. This added an extra layer of surprise, since I do know that Dominican Republic's economy depends on tourism. One would think the staff would be grateful for that opportunity since it provides a livelihood for them, and they would be eager to hold on to their positions. Our butler, Alejandro, was pleasant but didn’t facilitate anything or “cater” to us as a matter of fact we barely saw him except for when we had to message him to come over. The refrigerator in our room was only restocked when we mentioned it. The room was cleaned, but only when we asked for it to be serviced. The “birthday” banner they placed on our door is cute and appropriate if I was three years old. Rating: 1.5 Stars Location/Facility: The Diamond Club exclusive areas were a complete waste of time, but to be fair, we enjoyed the other areas open to the rest of the hotel. The beach area was overcrowded with barely any space between yourself and other guests. Overall, the location is ideal because the commute from the airport was under 40 minutes, and the charge is between $30-40. Rating: 2.5 Stars Amenities: The 50 min couples massage with 1 hour of hydrotherapy at the spa was worth all the hassle throughout the entire day. The Splash section was fun- the trolley ride between facilities is about 2-5 min. This is where that silver lining ended. We researched the daily themes parties on the website, only to find out the information listed is outdated, so we missed the white party and the foam party. The general/signature pool with the swim-up was always crowded, so we didn’t bother spending any time there. Rating: 2.5 Stars Excursions/ nightlife: The excursions are ideal and all are good depending on what you’re looking for. You can arrange them at the airport or at the hotel; no need to prearrange prior to traveling. No complaints with the Dune buggy excursion. Coco bongo was a great vibe. Rating: 4 Stars In conclusion, as someone who's worked in the customer service industry in multiple capacities for many years, customer service determines the overall success and survivability of any brand or establishment. My suggestions for management is to reevaluate their staff's needs. An underpaid and overworked staff will not only be disgruntled, but also will not exactly be in any fierce competition with one another to overwhelm guests with positive service and to help create great memories for their visit. For everyone else, book the cheapest room and you’ll probably have a mediocre time and don’t expect the “luxury” treatment. My overall rating for my visit: 2.5 Stars. Hideaway failed to meet expectation and quite frankly should refund us our stay. We will like give this country another try but at another resort.
Not a 5*
We thought we were coming to a paradise beach holiday….. apparently not so.!! We have had so many Caribbean holidays, Grenada , St Lucia, Jamaica, Cuba.. and wanted to come back to Dominican Republic for our 25th anniversary…. We honeymooned here in 1998.! We understand nature and erosion okay a massive part in beach resorts…. But oh my god.!! There is no beach…. To the left and to the right amazing beaches , we walked 6 miles today….. but here at this hotel if you’re a beach /sun worshipper, possibly not the best choice.!! I am gutted I picked this holiday as it’s always me who books our holidays..! I feel I let my hubby down….! The food is good in hideaway restaurant, the steak house last was superb, but eating 6.45pm is not for us.! The ONLY adult only area is hideaway…. And yes TUI will be getting a massive complaint for miss selling this hotel. We won’t come back again…. As I said gutted.!!! 😢
Excellent service keeps me coming back
I keep coming back because the service is out of this world! During the whole stay Yudid, the Hideaway manager, was constantly checking on us to make sure we were doing great. Yudid even let us check in a little bit earlier. Every morning we visited Jennifer at the Hideaway lounge for drinks and snacks. Our sommelier Rafael was attentive, fun and always made sure we had our favorite cabana available with our drinks. The great Lucía is our forever server! She knows our likes, she makes the ambience in the pool so much fun and most important she kept those drinks coming! Lucía also waited for us at our breakfast buffet and made sure our table was ready for us with mimosas! At the buffet a special shout out to David at the omlette station, Claribel made our expresos and lattes to perfection! Honestly the service and attentiveness given by the staff is unforgettable and that’s why we keep coming back! Gracias a todos por su cariño y eterna atención.
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