We have 5 families (19) to stay 5 nights in Bldg 1 between 6/24 - 6/29. First check in was a nighmare, they used different name that we used to book the room with Costco. Hotel didn't offer for Royal Service upgrade and we didnt' even want to ask more question because we just want to get our key and get to our room. When we tried to get on the first train, we saw an empty yellow train passed by two times but not pick up anyone. Turns out we were told that's for Royal Services only. On the last night before our departure, 3 of the rooms key not working lucky we saw one of the security guard so he immediately took our cards by bike to lobby and fix the issue.
We have 5 rooms on the ground floor in Bldg 1 and all of us have mosquito bites, even after we asked the room service to spray the rooms. We found out later the doors were widely open when maid clean up the rooms so spray not much help. Also, the sewer from the bathroom caused the unpleasant smell. The room we stayed #0107, the bathroom was finished like motel, the grout like paste everywhere, it feels like a motel when I used it. The fridge wasnt' cold at all, compared to other 2 rooms next to us. I complainted to the maid but she said it's the way it is. The fridge only stock with 2 bottles of soda and 2 bottles of water, 1 small bag of snack. My families who stayed at Barcelo and Paradius, they said they stock more drinks included beer and more snack.
Specialiies Restaurant can only book a day in advance, you can opt to pay $5 for 48/96 hrs in advance. I tried French, Italian and American grill, to me the food are all taste the same and nothing special. We like the International Buffet in the lobby building instead.
The beach is nice and the pools are alright. It's free to use Kayake and windsurf but you need to book in advance.
Security guards can be seen everywhere, at night they have one guard in every 2 buildings, also in the beach to avoid the solicitors.
It's my first Punta Cana Trip and I dont think I will go back to this resort again.
Check with Front Desk to get 2 twin or 1 King. The front desk didn't tell/ask us at all and we j...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 7, 2013
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We are saddened to know that there were some situations that distracted your attention from the enjoyment of your vacation. Our goal is to provide spectacular experiences that create long lasting memories to our visitors; therefore we regret that your expectations were not fulfilled.
We are truly concerned about your comments regarding your registration process; our front desk staff is trained to provide efficient and professional services to all our guests, giving them information about our facilities and room categories in order to accommodate our clients in rooms with better facilities according to their preferences should they decided to upgrade their booking, as well as assigning them correct rooms. We apologize is this was not your case.
Concerning the insects you may have encountered in your rooms, we can assure that fumigation programs are continuously carried out; however, due to the location of our property, the tropical climate and lush vegetation surrounding our villas; it may be possible that an insect can be found in a room. We apologize for the inconveniences this may have cause you. Please note the well being of our clients is certainly a priority for us.
Our rooms are subjected to daily revisions from our maintenance and housekeeping departments; however, there might be situations that can arise during our guests stay. We deeply regret that your room was affected by some maintenance and housekeeping issues and as a result you may have obtained a negative impression of our services. You can rest assure the departments involved were duly informed in order to avoid these situations from reoccurring.
We sincerely appreciate the time you have taken to send us your feedback and valuable recommendations towards the improvement of our services. It is only through our client´s comments that we are able to identify the areas where we need to improve and provide the necessary measures as to avoid them from reoccurring.
We would like to extend our most sincere apologies for any inconveniences these situations may have caused you and sincerely hope that these do not deprive us of having the pleasure of welcoming you again in order to be able to change the bad feelings this stay may have left you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.