My husband & I stayed at this resort from 1/4 thru 1/11. We are Occidental OWNERS! We bought the vacation club in Costa Rica where they treated us like royalty. They gave us a deal we could not pass so we bought, although we already own a vacation club with Melia (which has a resort 5 miles away from Occidental in Punta Cana) and is absolutely TOP QUALITY FIRST CLASS SERVICE. Anyway, everything went downhill from the reservation call. When i called to make the reservation, the 1st thing the rep said 2 me was that i owed $185!! EXCUSE ME?!!? after being transferred to Melvin (who's awesome) we finally made our reservation. We initially did not plan to stay for 7 days however Melvin said "if you book 4 or 5 days, they are going to put you in a REGULAR ROOM, NOT the room you BOUGHT" so we booked 7 days. When we got there, they put us in the freakin BATES MOTEL ROOM!! There was hair on the floor in the bathroom, the bedding was as old as me, it was AWFUL!! it was NOT what we bought! We are First Club owners, yet we were put in a room as if we booked thru apple vacations or expedia. This was unacceptable. After raising holy heck, they showed us another room, which was the same "quality" room just bigger. this 2 was unacceptable. I finally spoke to a manager and was assured that we would be moved in the morning. At this point our vacation was RUINED. Keep in mind, we own another vacation club not too far from Occidental, and were so ready to call them to come & pick us up. The room we were in was awful. Hair on the floor in the bathroom, mold on the curtains, the air conditioning unit leaked (right over the door). Just awful. When we finally got into the room that we PAID FOR as MEMBERS, it was a little better but my vacation was already ruined at this point. We were told they only reason why we got this room was because another member had not shown up & they had been holding that room for him since Thursday!!!! ARE U KIDDING ME!! so when we checked in on Sat, you could have given us the room we BOUGHT but u were holding a room!! WHAT!! I am to going to get into much more detail about this PLACE, but I urge you NOT to stay in this hotel and DO NOT BUY THIS VACATION CLUB. If you are 30 and over and EXPECT to be treated with dignity and respect and get what you pay for, like peace & quiet during your vacation and in your HOTEL ROOM, do NOT stay at this hotel. Its loud and noisy EVERY SINGLE NIGHT. This hotel is for young kids, spring breakers, etc. Not for the mature refined adults. This message will be posted on every social media site I can find
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to share your comments. We regret to read about the lack of service you experienced, please accept our apologies. Our team is focused on providing the best service to our guests and it saddens us to know that we failed you. We are diligently working to address your concerns with our hotel staff and management to ensure that these situations do not present themselves again in the future.
If there is anything we can do gain your trust in our product and service, as a member of our Occidental Vacation Club, please do not hesitate to contact directly: firstname.lastname@example.org
We hope to have the pleasure of welcome you back and show you the service for which we are known for.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.