Punta Cana Airport (PUJ) to Royalton Hideaway Punta Cana

The failure looks small on paper. A guest booked into Hideaway writes "Royalton Punta Cana" on the transfer, because that is what the address feels like.

Then the booking says one thing and the stay is another, and the only person who can reconcile them is standing on the kerb with the luggage. It is a two-word fix made a week early: put Hideaway in the name. If your own confirmation says something shorter, send us what it says — we will match it to the right hotel and record that on the transfer, rather than tidying it up into something that reads better and means less.

We monitor the inbound flight and the chauffeur waits up to two hours after landing at no extra charge, so a long immigration queue does not cost you the transfer.

The meeting point is confirmed in writing before you travel, so the first thing you do after clearing customs is not a search. If you would rather skip the queue entirely, a VIP fast track meets passengers before immigration and takes the party through as one group — the Punta Cana Airport (PUJ) hub sets out how the two work together.

Our subject is the arrival: the flight, the vehicle, the waiting time, the drop-off and the return leg.

Which facilities a Hideaway stay includes, how its adults-only policy works, whether anything is shared with the resort around it — those are questions for Royalton, and answering them here would mean inventing them. Our own terms we can state plainly: transfers are private rather than shared, vehicle models are assigned by class, and the fleet page lists the capacities we hold ourselves to.

If someone in the party uses a wheelchair, a walking frame, oxygen or any equipment that has to travel with them, tell us at booking rather than describing it on arrival.

We assign vehicles by class from published passenger and suitcase limits, and that equipment occupies real space against both. Knowing in advance lets us choose a class that carries the person, the equipment and the luggage together, and lets the chauffeur plan how the vehicle is loaded before he is standing in front of it. What we will not do is promise a facility we cannot verify, so if a specific requirement is outside what our classes can carry we say so while you still have time to arrange something else. How the hotel itself handles access on arrival is Royalton's to answer, and we do not speak for it.

The same applies to anything that has to be kept cool or carried flat, and to a passenger who simply needs the front seat. None of it is unusual and none of it needs explaining twice; it just needs to reach us before the vehicle is assigned rather than after.