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Please keep away from this resort! Cannot believe that the Marriott (it's owner company) or Apple Vacations market this as a four star plus luxury all-inclusive resort.
What was intended to be a special family vacation for a party of eleven, at Royalton Splash Punta Cana All-Inclusive Resort, from November 26th to December 2nd, turned out to be a nightmare. From the condition of the resort to the service we received, the entire experience fell far below expectations.
Poor Room Conditions: Peeling walls, a terrible odor, and, to our horror, a cockroach spotted on the ceiling.
Leaking Ceiling: In the bathroom at the buffet restaurant.
Limited Access to Amenities: Extremely limited access to resort amenities if not a Diamond Club Member. (This is an all-inclusive resort, and none of this is explained on any of their websites).
Unacceptable Additional Charges: Additional charges for basic meals at some restaurants. (Again, this is an all-inclusive resort, and none of this is explained on any of their websites).
Mandatory Upcharges for Wine: Upcharges for wine in order to get restaurant and dining reservations. (Again, this is an all-inclusive resort, and none of this is explained on any of their websites).
Unfulfilled Promises and Deceptive Practices: Employees used deceptive practices as sales pitches to get us to see timeshare presentations.
Unresponsive Staff: Despite numerous attempts to resolve the issues with the staff, promises were made to follow up on complaints, but none were ever honored. Again, just more attempts for timeshare presentations.
I need to stress that these are just SOME of the examples. This experience was a complete letdown and left my family with lasting frustration. I feel deceived and misled, as though our vacation, which was meant to be a treat, was ruined by false advertising and poor service by this resort.
I have reached out to Royalton Splash, Royalton Resorts Headquarters, Marriott, and Apple Vacations. The only responses I have received to date are canned apologies. An insult at best!
Claimed loss: This trip cost my family in excess of $20,000. I paid for a luxury all-inclusive. If I wanted anything less, I would not have paid so much.
Desired outcome: I feel I was misled and entitled to some compensation.
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In everything, Royalton Splash Punta Cana failed. Misleading advertisements, charges that are concealed and lack of response from the staff- these are not things we can accept. Go to the top; send a letter to Marriott as well as Apple Vacations headquarters demanding for compensation in return for misrepresentation and a terrible experience. If they keep on ignoring you, lodge a complaint with FTC and BBB including suing them because of committing unfair trade acts. Make sure you warn others about your case very widely. Do not take their empty apologies lightly.