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“NOT A 5-STAR HONEYMOON”

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Sanctuary Cap Cana by AlSol
Ranked #39 of 112 Hotels in Punta Cana
Austin, Texas
Level 3 Contributor
18 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
“NOT A 5-STAR HONEYMOON”
Reviewed March 3, 2013

Every traveler is different and every experience is different..this is just a recap of my experience. The resort says it is a 5 star resort, with that comes certain expectations. I usually travel to 4 and 5 star resorts and have been to most locations in the Caribbean so I feel that I have a good handle on what I can expect. If your resort says that you will meet me upon arrival with a cocktail and cool towel, I expect just that. We were not greeted by anyone. We wandered in to the lobby and found the hotel check-in. Halfway through; we did receive a drink but no towel. The person checking us in was not very informative about the resort or amenities, nor did he ask us if we had any questions regarding our upcoming stay. When I asked about gratuities (always included in every "all inclusive" I've stayed at), he told me that they were included but the staff appreciates a little extra if I feel the service is good. Luckily for us a hotel guest outside told us all about the restaurants and warned us that there was only one restaurant open for breakfast and service at both the restaurants and room service was very slow. Every time you order a drink, food, room service, they bring you a bill. Although the total is $0, the original charge shows which makes me feel obligated to tip when I sign. Half the staff I encountered did not speak English and half the staff I encountered were less than friendly. However.. Bernardo at the pool bar was AWESOME! He remembered your name and what you like to drink. He was great!!! The room, although pretty at first glance, was not clean feeling. My ceiling had a hole in it which dripped water (which they fixed as soon as I called), the bathtub was so gross looking you couldn’t pay me to get in it, the sheets were stained and the towels were frayed. Some days we got washcloths and hand towels, some days we didn’t. The bed was very hard but if you call and order memory foam pillows, you can sleep on them and make it much more comfortable. Our air conditioner didn’t work very well, we usually woke up during the night sweating! There was not a ceiling fan in our room. The public restrooms did not have paper towels or cloth towels; they had kleenex to dry your hands with. By the end of the afternoon, the restrooms closest to the pool also had no toilet paper. The beach had plenty of open chairs to sit and lounge in along with a wait staff to bring you drinks. However, the beach is very rocky and I watched 3 different sets of hotel guests wander into the surf, step on rocks, trip and fall. The surf is so brown that you cannot see the bottom or the dangerous, rocky surface. There is a very specific walk you have to take to get into the water and not hurt yourself. Somehow, the staff or hotel should make this known. The saltwater, free-form, beach-entry pool is gorgeous. The grounds are beautiful and very well maintained. They even have a crew raking up seaweed each day from the beach. The Wok restaurant is not good and the Blue Marlin is good at lunch, but not at dinner. The Steakhouse and the Italian restaurant were very good and the service at both was also very good. The resort says it includes domestic and imported beer as part of your package. The only beer they have is Presidente and Bohemia, both available in light. The restaurants all close at 10:30 and the one bar, the Love Bar, closes at 1am. If you want quiet and seclusion, this is the resort for you. It is massive and spread out quite far which means you can stroll at night and not see a single person. The Love Bar had, at most, 8-10 guests during the evening hours (although that may be due to the questionable entertainment and music selections). I heard many guests would leave at night and to a hotel/casino in Bavaro to gamble and party. Sadly, the day we checked out, every staff member was very nice as soon as they heard we were leaving….hmm, almost as if to sway your review when you return home. I know it worked on my husband! :)

  • Stayed February 2013, traveled as a couple
    • Value
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Helpful?
2 Thank CaseyC22313
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cory-Santana, General Manager at Sanctuary Cap Cana by AlSol, responded to this review, March 6, 2013
The staff of Sanctuary Cap Cana thanks you for your kind remarks about your recent stay with us.

We would like to personally apologize for the series of unfortunate incidents that you experienced during your stay with us. We continually try to do our very best for all of our guests.

I appreciate your feedback, and hope you give us the chance to make it right. We here at Sanctuary Cap Cana are here to service our guest and exceed their expectations.

We will share your feedback with the entire team an especially with Bernardo.

We hope you give us the opportunity to serve you again in the near future, and we can make your memories of us greater!
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English first
Caracas, Venezuela
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed March 2, 2013

We are actually on our final day at the cap Cana Sanctuary resort ...it was our first time in an all inclusive ...the experience was wonderful....the resort is beautiful and all the areas are awesome...the spa was also great but above all was the customer service....when we arrived we had small issues in our room and complained about it....a great guy in front desk called Juan Carlos went out of his way to accommodate our every need...we ended up in a gorgeous villa which I am pretty sure would have cost a lot more just so we were happy for the inconvenience...the staff at the pool were great specially Margarita who was a trainee at the resort always with a smile and by the second round knew which drinks we liked....and a very kind and funny guy at the pool called Menor along with Mickey Mouse and Teddy Bear....The food was ok....again the staff was the highlight especially Jesus Inoska and Santos ....thanks to every one of you...special people...we had an awesome holiday...we recommend visiting a beach walking distance next to the resort called Donald Trump ...

  • Stayed February 2013, traveled as a couple
    • Value
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    • Sleep Quality
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Helpful?
2 Thank Adrianapip
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cory-Santana, General Manager at Sanctuary Cap Cana by AlSol, responded to this review, March 4, 2013
On behalf of our entire team, we thank you for your good review about your recent vacations at Sanctuary Cap Cana.

It fills our heart with warmth and pride to know that we helped you have such a wonderful experience. Our entire staff works hard to give our valued guest the finest service and hospitality one can give. We will share with everybody your kind comments about their service, they will be honored to know they made your experience worth it.

We hope we can serve you again, and will be waiting for your visit in the near future!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cincinnati, Ohio
Level 3 Contributor
22 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed March 2, 2013

The Sanctuary Cap Cana is a great resort if you want to enjoy the Dominican but maybe are not focused on taking a lot of excursions outside the resort. The room was tremendous. The staff was very attentive and quick to respond. The restaurants on site had variety and again the staff was very good. The only negatives, and these are minor, is that the buffet dinners were kind of bland (likely to minimize complaints), the staff was almost TOO quick to remove plates, the vendors allowed on the grounds are a bit of nuisance after several days of telling them 'no' and the concierge(s) are inconsistent in their ability to help. The resort is a ways from a lot of the popular excursions so be ready to get up early to get to Saona Island or the Marinarium. It's a drive.

Room Tip: Be aware that the wifi is only available in public areas (mostly the lobby). And if you get a room i...
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  • Stayed February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank NNJ1204
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cory-Santana, General Manager at Sanctuary Cap Cana by AlSol, responded to this review, March 4, 2013
The staff of Sanctuary Cap Cana thanks you for your kind remarks about your recent stay with us.

We are glad that you enjoyed the room, as well as the hospitality from our staff. We are sorry to hear that some other aspect of our hotel failed to exceed your expectations. We can guarantee you that; we are going to take your constructive comments into consideration for ways of improving.

We hope you give us the opportunity to serve you again in the near future, and we can make your memories of us greater!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
Reviewed March 2, 2013 via mobile

Balloon ride - Awesome! Rooms, pool, beach, views, food - awesome! One pod of coffee allotment for two people and having to beg for more coffee pods Every night - not so awesome. Overall experience -really good.

Stayed February 2013, traveled as a couple
Helpful?
Thank Cindy B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cory-Santana, General Manager at Sanctuary Cap Cana by AlSol, responded to this review, March 5, 2013
We are so thrilled to hear you enjoyed your Incentive Trip at Sanctuary Cap Cana.

At Sanctuary Cap Cana it is our pleasure to service our guest with the finest hospitality. We want to guarantee a vacation that will be unforgettable.

Thank you for you kind remarks and recognition of efforts and we hope to have the opportunity to coordinate many more Incentrive Trips with your company again in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
Reviewed March 1, 2013

I travel often but this trip was special! From the moment I got to the sanctuary I was treated like a queen. I was there for 6 amazing days and every day was better than the day before....Adonis from the restaurant the Wok was terrific, Moreno from the bar prepared the best drinks!! And El menor was funny as hell...highly recommend this resort it is truly a sanctuary..

  • Stayed February 2013
    • Value
    • Location
    • Rooms
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Helpful?
Thank Chuchi135
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cory-Santana, General Manager at Sanctuary Cap Cana by AlSol, responded to this review, March 6, 2013
We would like to thank you for your positive comments regarding your 6 days stay at Sanctuary Cap Cana. We feel proud and grateful for your compliments on the efforts and dedication demonstrated by our staff. .

At Sanctuary Cap Cana it is our pleasure to service our guest with the finest hospitality. We want to guarantee a vacation that will be unforgettable.

Please tell your friends about our hotel. We certainly look forward to welcoming you back in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
White Plains, New York
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed March 1, 2013

Just returned last week, first time in the DR. it was fabulous! The ocean view junior suite was great. Spacious, very comfortable bed and pillows. The staff were very friendly and helpful. What ever we needed we received. The restaurants were all good, pool side service was always around. The entire resort was beautiful, be sure to walk the property there is a nice beach down past the Wok restaurant. We were sad to leave and would go back again for sure!!

  • Stayed February 2013, traveled with family
    • Value
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Helpful?
1 Thank Eileen M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cory-Santana, General Manager at Sanctuary Cap Cana by AlSol, responded to this review, March 4, 2013
The Sanctuary Cap Cana staff is delighted to know you had such a wonderful stay with us. We thank you for sharing your experience with future guests online.

We are more than happy to learn that you enjoyed our restaurants, atmosphere and facilities, and are also very pleased to learn that, we helped create a fabulous memory of your first visit to the Dominican Republic.

We hope you visit us during the summer, and experience a truly Caribbean breeze!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Boston, Massachusetts
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed March 1, 2013

we just returned from our trip to Dominican Republic and would like to share with you out story. Initially we made a reservation at Be Live Hamaca Garden in Santo Domingo, but after 1 day being there understood that is a horrible place ( food, service, room, location) and asked Expedia agent to find us bettre resort. She found available room at Sanctuary Capcana and we decided to relocate. When we arrived, we found out that our reservation is not all inclusive . We were disappointed and tired of our troubles, but over sudden appeared director of service Enrique Ventura and resolved everything! It was like a magic, he has changed our reservation to all inclusive and in addition, upgraded our room to a better Monarch Villa. Staff was extremaly kind and helpfull, food tasty, bed comfortable, water clear, landscape stunning and design unique. I can find enaugh words to describe how much we enjoyed our stay there. Finally Enrique personally took us to the airport . We have a wonderful memory about Sanctuary Cap Cana and would recommend it to everybody.

  • Stayed February 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Marta O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cory-Santana, General Manager at Sanctuary Cap Cana by AlSol, responded to this review, March 4, 2013
Thank you for trusting Sanctuary Cap Cana to make your recent vacation unforgettable.

We are thrilled to know that our staff was able to turn your vacations into the right path. It is our pleasure to service our guest, and create for them a once in a lifetime vacation.

We will share your feedback with the entire team and especially with Enrique. They love knowing when guest appreciates their service and efforts.

Please tell your friends about our hotel. We hope to welcome you back in the near future!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sanctuary Cap Cana by AlSol

Property: Sanctuary Cap Cana by AlSol
Address: Boulevard Zona Hotelera, Playa Juanillo, Punta Cana 0809, Dominican Republic
Location: Caribbean > Dominican Republic > La Altagracia Province > Punta Cana
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Family Hotel in Punta Cana
#13 Romantic Hotel in Punta Cana
#35 Spa Hotel in Punta Cana
#35 On the Beach Hotel in Punta Cana
#37 Luxury Hotel in Punta Cana
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — Sanctuary Cap Cana by AlSol 5*
Number of rooms: 174
Official Description (provided by the hotel):
Its inspired design combines the charm of a Spanish colonial village with the laid-back sensuality of the Caribbean and the stylish sophistication of streamlined, modern design accents. Bougainvillea-lined pathways lead guests through the resort grounds to 176 expansive, private suites housed in replicas of a tower, colonial buildings and fortress. Within the resort are 5 exceptional restaurants, 5 bars, an elegant casino, a half-mile private beach with sugar-white sand, and meeting space for up to 500 guests, while just minutes away lie all the world-class recreational appeals of Cap Cana. ... more   less 
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Also Known As:
Sanctuary Cap Cana Hotel Punta Cana
Sanctuary Cap Cana Resort

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