We recently stayed at the Sublime Samana. The hotel seems brand new and is wonderful. We had a few hiccups in our room due to the air conditioning conking out. We mentioned it to the front desk and it was immediately corrected by maintenance. In addition, we were then generously offered an upgrade once room became available. That is the correct course of action that you never see general managers make; either because they were never informed of the problem or they don't use common sense.
We travel a lot and are fairly high maintenance New Yorkers. I found the service at the hotel to be absolutely exemplary. Someone came here and really trained the staff right. Every staff member was courteous, friendly, and quick (which does not happen often in the Carribbean.) They remembered my children's names and engaged them in conversation. They were patient and giving of their time when my kids wanted to practice their spanish. Unlike some other reviewers, I did not find the lack of English speaking a problem at all. If there was an employee who did not speak English well, they always had an English speaker on hand. Most importantly, they did not pretend to understand us and just bring the wrong food/drink. They found someone who understood and did it correctly.
The dining staff especially was superb. They were always so upbeat and happy. The chef was seemed willing to do anything to make us happy. My daughter is gulten free and once they found that out, she always got a gluten free alternative instead of bread, without us even having to ask. They even made adjustments to the menu items to accomodate her needs. We would call ourselves foodies and the restaurant here was really great. Not just for the Caribbean, but anywhere.
We took some excursions. There is no shortage of things to do here. However, being on the property is so nice, you never feel the need to take the excursions. We were there for a week and took two excursions. Bring cash. Many of the excursions or car rental places require cash. Another way Sublime went out of their way for us...we did not bring enough cash. They put our car rental on the hotel tab and paid the rental guy themselves. No hotel is perfect, but Sublime is so close in many ways.
You probably want to know what are some of the negatives? The beach was a little rocky directly in front of the hotel so our 5 year old had to go further down the beach to swim. Not a big deal, but sometimes I did have to move out of my comfortable lounge chair to accompany him. They should have put cushions on the beach loungers. It would have made them much more comfortable. Finally, I'm not sure if the hotel is also a place for Dominicans to have a weekend place, but there were a lot of bikes parked near the playground. My kids were itching to use them the whole time, but we were told they did not belong to the hotel. Maybe they should look into getting a few hotel bikes. Finally, when you check in they ask you to leave a deposit on your credit card. That seems a little strange to me for such a high class hotel. Where are you going to go? Why can't they just keep your credit card on file? Why do they actually have to charge 10,000 pesos or whatever it is on it. All of these issues seem like small nit-picky things, but that's because they have already done all the big things right.
Overall we loved our vacation. It was a wonderful trip and Sublime Samana was a wonderful hotel. I would not hesitate to recommend it to any friends or family. Now with the new service direct from NY, we were certainly be back sooner rather than later. Karina at the front desk was super helpful. Bruno, the general manager was a most gracious host. Alberto, the dining room manager always had a smile on and a high five for my kids. he made them special tropical drinks with fruit in them that they throughly enjoyed.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We are truly delight to know that you had a great time and a pleasant holidays. I will share your feedback with our team, inlcuding your suggestions. We take our guest feedback seriously, so we willl implant some issues that you commnent.
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We very much look foward to having you back with us!!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.