Before going to Catalonia bavaro, I read the reviews and thought majority of the complaints were not that serious. Upon arriving and getting to my room we learnt that they gave us two single beds pushed together making a "king" sized bed, after waiting for what was supposed to be ten mins for our luggage that they insisted they handle, ended up being more than a half hour. When the luggage arrived, I noticed the bell boy trying to hide the fact that they broke off the wheel on my suitcase. When phoning the "privileged" service desk, they informed me that the next day we would get a room with a real king sized bed and they would look for the wheel they broke off and ask the bell boy.
The next day they gave us our new room after asking several more times for the change of rooms hoping to get on with our vacation. When we finally got our new room we learnt our safe was broken and spent several hours waiting, and having several staff in our room trying to fix, then replace the safe.When asking if they knew what their plan was to correct the suitcase problem we were told that by 3pm they would have an answer on the following day. This went on for the first few days and finally they said they didn't find a wheel. And the bell boy said that I arrived with a damaged suitcase (when in fact I pulled my suitcase from the bus and wheeled it into the lobby where we were told to leave it there. And it stood upright like it should have. So I know it was not broken)
Finally mid week the "privileged manager" wanted to meet with us about the broken suitcase. After waiting for her to finish her personal conversation and texting we again explained our story. She called the bell boy and told us the same story we heard the day before. I explained to her that throwing the wheel away could easily have happened if they didn't want to get caught. She then asked to see the severity of the damage. So we went to our room, emptied it, brought it in and showed her the wheel bracket and wheel had been broken. We then waited and were late for our dinner plans, for her to tell us that they could shrink wrap the suitcase for me.....???...I explained this would not be very beneficial and suggested they replace it. I also asked if they sold them in their gift shops and could replace it from there. She assured me they did not and offered to drive me into town the next day to go buy another one. Our group had plans the next day and didn't want to go to the unsafe parts of Dominican and this was now our last day.. She informed me after all of this,.. They were not responsible for damages on luggage .. So why even look at it?????
Our last day we browsed the shops to find they sold suitcases.... For almost $400.00 ?!?!?
Overall, the resort itself is beautiful. We did have some amazing times. We got engaged, but I'm writing this review for those of you, who like myself, go on vacation to be pampered and get away from the hustle n bustle, and appreciate service.
Many a night we called room service (which we paid extra for) and asked for simple things like water and had no one show up. We bought into the idea that "privileged" had more to offer than the standard package. As we went for a relaxing week, and were willing to pay extra for "service" Our friends opted not to take the privileged package and the only difference we really noticed was at the buffet, privileged has its own seating area, access to room service (with a minimal selection, hardly worth the upgrade) and in the rooms, they didn't have an alarm clock. Was this worth an extra $200 plus? ... I can't say it was..
When it came to getting drinks we usually waited a while for cups to be washed, or to even be acknowledged. By the end of the week, we just wanted to go home. The music was loud and could often hear it from our room at night. The closer to the beach the less you will hear. We got neighbors to our room during the week and they were an elderly couple that were givin a key for the lights,.. But not their room. So we let them in and tried for about ten min to get a hold of the "privileged" desk to send someone for a key. This couple was too old to walk the distance and plus it was raining, we waited with them for about a half hour before someone came to help them in, tired and desperate for their room they thanked us for our help.
I don't want to come across ungrateful, we tipped well, and paid good money to go, but I really felt like anything we needed was inconvenient to the staff. My previous trip to punta Cana princess,.. customer service was excellent, never felt like a burden to the staff and they upgraded us and gave us real service. Offering us drinks before we finished the one we had.
To anyone planning to go here,.. I hope your experience is better than ours was. We will not return to this place. I would rate this a 3star for service alone. The property is 5star and the food a 4star.
- Also Known As:
- Catalonia Bavaro
- Catalonia Bavaro Beach Hotel
- Catalonia Punta Cana
- Catalonia Bavaro Resort
- Catalonia Bavaro Beach
- Catalonia Bavaro Beach Golf & Casino Resort
- Punta Cana Catalonia
- Catalonia Bavaro Beach Golf Casino Resort
- Catalonia Bavaro Punta Cana
- Punta Cana Catalonia Bavaro
- Official Description (provided by the hotel):
- A magnificent hotel resort with exclusive, white sandy beaches, crystalline Caribbean waters, palm trees lining the coast and abundant vegetation throughout the complex. Coral reefs along the beach allow guests to enjoy the rich marine life of the Caribbean Sea. It is located in Playa Bavaro (Punta Cana), one of the best beach areas in the Dominican Republic. The complex is situated 20 km from the International Airport of Punta Cana and 47 km from Higuey. ... more less
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