We selected this hotel because we thought it would be a good place to travel with a small child.
When we got there, we were greeted by a person at the reception who was not helpful at all. He checked us in and gave us our room key, but didn't tell us where our room was or how to get there. He didn't give us any other information about the hotel such as places to eat or information on entertainment. Information about the hotel is a courtesy, but one that I would expect from a resort such as Melia.
We asked about possibly upgrading our room and the guy said the only way to upgrade would be to select royal service for $50/person per night. We told him that we had called the resort a couple days prior and there was a promotion that they were offering, but he said that no such promotion had existed. We decided to stay in our original suite (family junior suite)
We chose the family junior suite when booking thinking this would be a good fit for us. The cost was roughly $60 a night more than the junior suite. It turned out, when we got there, that the family suite was the exact same size as the junior suite (I think they actually say this on the website), but none of the family suites have been renovated. My in-laws came with us and got the basic junior suite and it was actually much nicer than our "upgraded" room. The family suite was cramped and the bathroom was disgusting.
We again called about an upgrade and were put back in touch with the guy who checked us in. Again he pushed the royal service room and suggested there were no other rooms that we could upgrade to. We decided to go back to reception and talked to someone else. We met someone who offered us a suite that was basically two suites with a door connecting the two. It would be $40/night more than what we were currently paying for the family junior suite. After we saw the suite and decided we would upgrade, we were sent back to reception where it took 1 hour to process the room change. After that, it took another hour for them to move our bags to the new room. Through the whole thing, we had to constantly fight with the staff to help us.
There were other instances regarding the poor customer service and they mostly revolved around the staff at reception. The staff in the restaurants and bars were quite nice though.
Aside from the service, we found the resort to be much too big. Due to the heat, we had to take the "train" to get around the resort. Often times, the train would be quite full and you may have to wait for the next train. The resort was beautifully landscaped and the beach was very nice.
The food at the resort was disappointing. The best restaurant was actually the market place buffet. The a-la-carte restaurants were hard to book and the food was not very good.
Our initial experience with the staff definitely put a damper on the vacation and our image of the place improved somewhat over the week we spent there.
Given that this is a 4+ star resort, we didn't think we got the value that we expected. We do not plan to return to this resort.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 14, 2012
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Warmest regards from Punta Cana,
I would like to thank you for your preference in selecting our Melia Caribe Tropical for your vacations, as well as for letting us know about your recent visit; I am Helia Estrella, Web community liaison. In our effort to continuously improve the quality of our services and facilities, we put our greatest interest and value in our guest's opinion. Please accept our apologies for the experience during your visit and any inconveniences that this may have caused.
I truly regret and apologize for the impression you may have received due to the services on the reception and the lack of information, that definitely is not the image we wish to project and I can assure this is not a common situation in our resort taken in consideration that Melia Caribe Tropical is a service-oriented company. Even though I can assure you that we continuously work for improve the quality of our services.
Regarding the cleaning in your first room, in the bathroom; I can assure you that this situation is not common. However these faults are recognized and are immediately dealt with to ensure the guests satisfaction.
As far as your indications about quality of the food offered, I must say that the level of satisfaction obtained concerning the variety and quality of breakfast, lunch and dinner services has always been very elevated according to the opinions reflected in our quality questionnaires. Nevertheless, we are sorry that our food quality did not meet your expectations and your comments will be taken into consideration.
Please accept our apologies for the experience during your visit and any inconveniences that this may have caused. Thank you so much for bringing these comments to our attention so that we can continually improve our service. If you wish to contact us on a private matter you may reach us at email@example.com.
Web Community Liaison
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.