I have never been so disappointed in any resort.

[Front Desk]:

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.

[Rooms]:

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!

[Overall Service]:

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.

[Dania]:

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.

[Food]:

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!

[Bugs]:

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.

[Useful Information]:

* 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!

The hotel is situated next to a mangrove. The reception lounge is fabulous and the rooms are located in several small buildings painted in the caribe style. Few restaurants available, food is good, shows and entertainment is good. The hotel lays on a very long white sand beach, the tropical dream!
The Fitness local is dissapointing and be aware there is nothing to do outside the hotel. Don't miss to swim with the dolphins, amazing experience.

This is not a 4 star, it's only 3 star...

We just came back yesterday and it was ok

1: we missing hot water every second day

2: No towel at the beach

3: It's was always the same food at the buffet breakfast and lunch


RESTAURANTS A LA CARTE: Italien to much salty
Bresilien very good
Mexican good

PERSONNEL: The staff very friendly
Glennys at the bar lamatica she was the best

ROOM: The room it was clean and comfortable

BEACH: Long beach to walk
The water it was not clear

Never go back again veru desapointed

I've been travelling around the world and have seen many many different cultures. I felt the need to tell the world about this place.

HOTEL: Definitely NOT a 4 star. It's a 3 star.

GROUNDS: Very nice.

FOOD : Don't know how to cook white rice (enough said).

ROOMS: They don't change the sheets. Week shower pressure.

DRINKS: The only thing not watered-down is the water.

ANIMATION TEAM:

Half of them are flaming homosexuals (not that there is anything wrong with that) but you don't have to be flamboyant when doing a show. Keep it professional!

SERVICE:

This is the hierarchy for dominicans. Their service keeps on degrading from 1 to 4:

1. If you are white from France you are their God.
2. White from Europe (Spain, Poland, Russia, Italy, German).
3. White from the rest of the world (Americans, Canadians).
4. Blacks.

Sad story but it's true. Overall if you are white you will get a very good service. Sure we own the world but I did notice the difference with the other cultures. I don't know what is their obsession with the people from France. They even have precedence over French Canadians. It's like they want to be colonized by France. I was embarrassed for dominicans. It's so degrading for them. Then I travelled across the country and noticed the same thing. I think dominicans don't have a sense of self-love or self-appreciation. I witnessed with my own eyes a few incidents with a few black people staying at this resort and my God I was shocked!!! If you are black you are pushed aside (but for some reason they think they are not blacks). I've never seen a more racist people in my life.