I have never been so disappointed in any resort.
First time ever in Punta Cana and got a very unprofessional terrible service at the front desk. The lady attending us was extremely rude. She behaved as if she didn’t want to check us in. We paid for the VIP Suite package and she didn’t give it to us. She kept on rolling her eyes, taking deep breaths, and cutting us off whenever we were talking. What kind of treatment is that for first time customers that are helping the economy of your country and keeping you employed??? How did she get this job? What kind of courses did she take, if any? We did filed a complaint but came to find out later that she is the manager of Reception. Her name is Ruquenia. If she were to work in Canada she would have been fired at the interview!
[Internet Service Desk]:
We went to get information on our first day about the Internet and we dealt with a chubby very dark black dude. Wow...I guess Ruquenia trained him too. This guy was so useless and hardly made any eye contact. He kept on taking deep breaths to answer almost every question as if whatever he was doing on his computer was more important than attending a customer. The following day I went back ready to user their local computers to get online. I was "trying" to confirm the details from the previous day at which point he answered: "I have already explained to you yesterday!". So anyway I started using the Internet for 15 min. and couldn't get anywhere. The computer was very slow and kept freezing. I informed him about it and he replied: "That's the way they are!" (without even looking at me). So then a man from France walks in and started inquiring about the service and suddenly this guy jumps out his chair, started giving him pamphlets, and offered him deals I never heard. So I figured out that since I'm not from France I must have deserved that crappy service.
Our suite had mould under the fridge (check images). The shower was sprinkling water at a rate of 3 drops per second. The balcony sliding door was broken. I reported this to customer relations and dealt with (Hilda Garcia). She recited me the (we’re-not-gonna-do-anything-about-it) script which promised a change of suite after an “immediate” room inspection. When the inspector finally showed up at bed time he agreed that it was mould and that the door was indeed broken but he needed to report back to her. Nothing was done the entire week!
These people don't deserve our hard earned money. About 90% of the staff couldn't care less about their jobs. Most of them looked like they didn't want to be there, do any work, or be bothered with questions. But is it our fault? Don't take it up with a paying customer! We even had to beg for extra bottles of water to brush our teeth from the maids. One of the maids always refused and another did give us some bottles but with bad attitude. How do you expect a family of 4 to manage with only 4 bottles a day!!! In one occasion we actually had to ask at the buffet to fill up a bottle for us. They are way too proud to be courteous. Some of them cursed each other behind their backs. Too many negative incidents we noticed and experienced.
So I have established that the overall service is crap but in the midst of this terrible service thank God there was a lady at the buffet restaurant that showed us there was some good left in that motel. She was a waitress and her name was Dania. She was very professional, very charismatic, and went beyond the scope of her job to find out about some excursion questions we had, and she did it fast. If only 15% of the staff would learn from Dania the overall hotel rating would actually be 4 stars.
The food is ok and not 4-star quality. I’m surprised at all those comments saying the food was great but not the week we went. On two different days the tomatoes were spoiled. The vegetable salads and fruits were not fresh at all. For a tropical country they only had a few different kinds of fruits (in Mexico they have ALL the tropical fruits). This place served mangoes with the pit inside. My family liked the corn muffins for breakfast. They do seem to bake different types of fresh bread which was very good. So I filled up on bread every day. I actually lost weight on this trip. We did 2 excursions and their food was way better than in this resort.
["A-la-carte" Mexican Restaurant]:
The food was simply bad. You get a kid’s size portion after 1 hour wait. Waters/waitresses were only nice after we tipped them in $US. They just don't have the genuine good customer service in them. I ordered “churros” for dessert which is a hot Mexican sweet snack. They served me only 2 churros, one covered with chocolate syrup and the other with jam. They were served cold!
There are mosquitoes at this place. We got bitten!
[Sunwing Representative - Anna]:
So we went to the orientation and in every country it is so entertaining to hear the scary Sunwing stories to not do business with the locals. Anyway, I checked the excursion prices offered by Sunwing and compared with the locals. As always Sunwing prices are almost double. I made really good deals with Johan which is another 3rd party agent within the resort (who works at the main entrance of the Coralillo building). He told Anna by accident that I bought all my excursions from him instead of her. This is when Anna flipped and held a grudge on us until our departure. She informed everyone except us that our plane was delayed until 9pm. We could have slept in until 3pm instead of checking out at 7:45am. On our last day she greeted everyone and literally walked through us without saying a word. Totally unprofessional. I guess Ruquenia trained her as well.
* Animation Team is too over the top. Barely understood anything they say. The nightly shows were empty.
* Always compare Sunwing prices with local agents.
* For excursions contact Johan. He works at Coralillo building (#29 on their new map).
* For beach activities go with any locals even those at the beach (not Sunwing).
* Don't waste your time going to these "A-la-crap" restaurants since they have a different theme every night at the buffet (Chinese, Italian, Brazilian, Mexican, and Dominican).
* Generally, Haitians working there treat you better than Dominicans (with the exception of the dark chubby Internet guy and Anna from Sunwing).
* Don't bother giving tips to anyone except Dania and Francisca.
It's sad that most of the Dominicans at this hotel are stuck in their own little world. They need to experience different cultures outside the country, and most important learn about customer service. This was my most expensive trip ever and got such an extremely bad service. Can't wait to go back to Mexico!
- Official Description (provided by the hotel):
- Situated on one of the most beautiful beaches of the Dominican Republic, the famous Higuey beach, and in an area where the beauty of the countryside and the delightful crystalline water, combined with fine and delicate sand, leave visitors with a strong feeling of pleasure and an exceptional sensation of relaxation and peace. Feelings which reveal never-ending possibilities as we stay in one of the marvellous Royal Suites, or allow ourselves to be seduced by the charming Honeymoon Suites, all of which include all conveniences. ... more less
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- Also Known As:
- Caribe Club Princess Beach Resort And Spa
- Caribe Club Princess Beach Hotel Punta Cana
- Caribe Hotel Punta Cana
- Caribe Hotel Princess
- Caribe Club Princess Punta Cana
- Caribe Club Princess Dominican Republic