Dear Juanfg24,Thank you very much for taking a moment of your time to share your feedback on TripAdvisor, even though we have not been able to meet your expectations. It was anything but a "high-class service". I really appreciate the extra effort that she provided. Diamond Club was listed as the ultimate luxury experience. There was not an option to be able to eat at sit-down place close to the beach. The Diamond Club Beach Bar had 3 Absolut flavored vodkas at the beginning of the week, and when they ran out, they did not restock. For us English speaking travelers, it’s difficult to communicate with the employees as most are Spanish speaking, and they seem to favor the locals and we had several times arrived at a restaurant for our reservation and locals were seated ahead of us after arriving after us. We had housekeeping switch the remotes out several times and continued to have issues. Please note that these circumstances are not representative of the level of service we aspire to provide to our guests, and rest assured we will review your concerns with the management staff on property, in order take measures and ensure the total satisfaction of our guests. It was far from luxurious! Room service also took always more than hour to be delivered. Dear Karen B ,Receive a warm regard from Paradise!We are honored for you having chosen our resort at Punta Cana and we are delighted to read that you spent a most wonderful holiday.We work hard to treat our guest’s will! Premium alcohol was advertised and included in all locations (bars/restaurants). Swim out room is great, cabana by the pool is a must. Diamond Club™ Royalton Luxury Resorts offers guests an exclusive vacation experience with an upgrade to Diamond Club™. such as early check-in and late check-out which was not available. Cordially, Royalton Punta Cana Team. His customer service, and levels of patience are top notch. Dear BittyTvls,Receive a warm regard from Royalton Punta Cana.First of all, Thank you very much for taking a moment of your time to share your feedback on TripAdvisor, even though we have not been able to meet your expectations. Royalton Team, Director General at Royalton Punta Cana Resort & Casino, responded to this review. I’ve attached some photos of the steaks, creme brulee, room service menu, tv issues and "top shelf" liquor for Diamond Club guests. There were no slippers in the rooms, no discounted spa treatments and beauty services and no nightly turndown service.In addition, the butler service was to include: packing and unpacking of luggage which we never received and were never offered this service, ironing (1 set of clothing) which we never received and were never offered, laundry pick-up which we were never offered, polishing and shoe cleaning which we were never offered and never received, organizing of special occasions which we were never offered and never received, ice delivery which we were never offered and never received.In addition, in other reviews, the Royalton Management responded stating that Diamond Club is a high-class service where you can enjoy exclusive benefits, top-shelf liquor, and personalized service. We are going to share your comments with Junior. If you are a resident of another country or region, please select the appropriate version of Tripadvisor for your country or region in the drop-down menu. Thanks a lot for this! Review of Royalton Punta Cana Resort & Casino Reviewed 5 April 2016 via mobile Anthony provided us with excellent service yesterday as we waited for our ride to the airport in the diamond club lounge. The food at Jade was gross, we took a bite of the chicken and left to go to the buffet. Royalton Punta Cana Resort All Inclusive - Dominican Republic 1 (888) 774 0040 or (305) 774 0040. I would not recommend Diamond Club. I had read great things about Hunter Steak House and it was really gross. We booked private transport through Nexus which was quick and efficient. We love when our staff goes all of their way in order to please every single need of our guests; we pride ourselves for this accomplishment. The resort was very busy on the weekend. He took the time to personally teach my daughter "Bachata" What an awesome Sweet 16 gift, your own personal dance instructor. The Royal Spa pillow menu was never mentioned to us, the hydrotherapy for 1 hour per day was never mentioned to us. Also, Diamond Club advertises exclusive Diamond Club Lounge access with international and local liquors and there was no food or beverage in the Diamond Club Lounge, however, there was someone taking drink orders. Dear rodolfocO2757OA,Receive a warm regard from Paradise!We are honored for you having chosen our resort at Punta Cana and we are delighted to read that you spent a most wonderful holiday.Thank you very much for taking the time to review our property. Lots and Lots of fun!!!! If that is an upgraded menu, I'd hate to see what is offered to non-Diamond Club guests. The whole time I was there I felt that there were so many random rules > all design to steal your vacation time as you had to constantly wait for something. !! Your comments are very important to us and it is through them that we have the opportunity to improve the quality of our service and to keep developing our products and services.Whilst an apology will not change the outcome of your experience it is our sincerest hope that you will grant us the opportunity of serving you to an experience which will surpass your last.Cordially,Royalton Punta Cana Team. However, we understand that individual tastes are not common and that not everyone enjoys the same kind of food.On the matter of your butler, our staff knows that the practice of tipping is not an obligation, and they should not request tips in exchange of service. Prices are the average nightly price provided by our partners and may not include all taxes and fees. Which popular attractions are close to Royalton Punta Cana Resort & Casino? Our rep was waiting planeside for us, whisked us through the VIP customs line with no wait and we were seated in a lounge area with a cold beer while she went and got our luggage and then took us to get our transportation. It's always heartwarming to hear that our cooking was appreciated.We are looking forward to the pleasure of welcoming you again in our Hotel and assure you that you will enjoy superior services and facilities on your next visit.Sincerely,Royalton Punta Cana Team. Staff is very friendly and most of them can communicate in English. The “crème brulee” at Hunter appeared to be canned pudding poured into a ramekin. The ala cartes had limited menus due to COVID, and the menus did not change. Absolut is not top shelf and we couldn't even get Absolut, so at that point, we were switched to Smirnoff or Skyy which are certainly not top shelf. We want to let you know that we are doing everything possible to follow the rules and recommendations made by WHO. 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