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“Beautiful resort...ok service”

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Paradisus Punta Cana Resort
Ranked #27 of 112 Hotels in Punta Cana
GreenLeadersGold level
Reviewed February 16, 2013

For our first vacation out of the country this was a beautiful resort with average service. I did expect more from housekeeping, they just barely wipe surfaces of counter tops, my husbands shower gel had leaked a bit and they wiped only about half of it up, I did the rest with no effort also very poor job on restocking the par level of things in the fridge. When we first checked in the process was slow,we ended up switching rooms with another couple we went with and told them at the front desk the next day but no one switched it in the computer so anything we reserved were always mixed up. The bartenders were always great, Marcelo always served ya with a smile on his face. From talking with other guests and reading trip advisor we would definately up grade to royal service next time. I do think thats to bad people would have to do that to get quality service.

  • Stayed: February 2013, traveled as a couple
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2  Thank beckywilsonwi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paradisus P, General Manager at Paradisus Punta Cana Resort, responded to this reviewResponded February 23, 2013

Dear Becky,

Thank you so much for your review.

I am quite concerned to learn about your dissatisfaction and the situations related with the housekeeping and the front desk and I would like to extend you my sincerest apology for any inconvenience you may have faced. Your observations means a lot to us since it help us to continue improving to be able to meet our goal, which is our guest entire satisfaction.

However I really appreciate that you are considering to gives an opportunity and upgrade to Royal Service, I will kindly ask you to get in contact with us before your next stay in order to make sure we fulfill all your requirements.

Sincerely,
Eduardo Perera
General Manager

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Reviewed February 16, 2013

We really enjoyed this resort. The beach is perfect...long with silky sand and waving palm trees. The breeze makes all the difference..not that searing heat.They have soft mattress lounge beds on the beach. We stayed 8 nights...Royal Service
Ask for Nicolas if you want excellent room service...lovely young man who went way beyond the call of duty for us.
Some of group experienced exceptional butler service (Tony) The service varied with butlers. The Palazzo had our favourite food. The lobby bar was so fun a couple of nights..lots of dancing and good music (80's type) The beach juice bar was fresh and healthy. (just pop over to the pool bar and add a shot to that healthy smoothie.) Watch for Francisco and Martin for good beach service ..although they all made a huge effort to please.
We found the staff very friendly and helpful. I would definitely recommend this resort.

  • Stayed: February 2013, traveled on business
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Thank Cjdm_13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paradisus P, General Manager at Paradisus Punta Cana Resort, responded to this reviewResponded February 23, 2013

Dear guest,

It was a really nice pleasure to host you. We feel happy that you had a great time.

As you mentioned, it is thanks to our friendly staff that we are able to meet our goal, which is our guest entire satisfaction.
Thank you for your recommendation, we will be anxiously waiting for you in the near future.

Best Regards,

Eduardo Perera
General Manager

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Reviewed February 16, 2013

We have been coming to this resort six times within six years, always stayed several weeks at the Royal Service and always enjoyed our stay very much. However, after a change in the upper management in Nov 2012, a lot of things have unfortunately changed for the worse. So, one of the most beautiful resorts in the Punta Cana area finds itself in an incredible bad state and has rather become a kind of beach disco than a place of style and relaxation!

Furthermore, the food which had always been very good in the years before, is of bad quality and not worth the high price to be paid in the Royal Service. In addition, none of our reservations for the specialty restaurants ever worked out – not even on Christmas eve and several conversations with the new General Manager Eduardo Perera within the 3 weeks of our stay did not result in any improvement.

But there are also some positive issues:
Exclusively for the guests of the Royal Service, a new open-air restaurant on the beach was built in a modern international style (the “La Palapa“). Directly adjacent, a large GABI-Beach restaurant (beach bar and disco inclusive) opened – also in absolutely modern design. We personally would have preferred a somewhat more Caribbean-Dominican flair but the spirit of time changes, and the hotel obviously aims at a homogeneous European-international style – unfortunately at the expense of the “Dominican soul“.

The beach is one of the most beautiful at the Atlantic coast, and the area reserved for the Royal Service has been considerably enlargened with more sunhats and beds. In this way, everybody finds a shady place on the beach at any time of the day.

Our butlers Juan Jimenez, Ruddy and Ruben were by far the best we ever had in a Royal Service. The remaining staff of the Royal Service as well as the room maids always were very friendly and attentive and tried to fulfill every desire for us. Especially Enrique Garcia, the very experienced longtime assistant manager of the Royal Service attentively listened to our comments and tried his best to realize our suggestions of improvement which, however, mostly failed at the level of the superior management.

The beach boys Jeremias, Jose and Kelvin always had an eye on all the guests and ran tirelessly to fulfill the wishes of the guests. The waiters and waitresses in the La Palapa (Ricardo, Quitina, Rosabel) as well did their job perfectly.

In brief: the mode of working of the staff (gardeners, cleaning staff, waiters, barkeepers, butlers etc.) is, like in the years before, almost perfect (friendly, attentive, always trying to do their best) and is not to be complained about.

What, however, is to be complained about, is the attitude of the new management. Neither the General Manger nor the diverse sub-managers were in no way paying attention to our desires as guests. Above all this, we saw that these people were extremely rude and impolite to their own hard working staff and were only thinking of how they can push the employees to work harder and harder! This was not pleasant to watch. The employees simply look frightened, harassed, and tired which is not amazing because the working times are often more than 12 hrs a day with sometimes 3 weeks without a single day of break.

Now, however, let's come to the offence for the (longtime loyalty) guests: one of the Dom.Rep.'s most beautiful hotels with formerly Caribbean-Dominican flair now has become a discotheque for young people until maximally 30 years. The typical Dominican music (bachata, merengue) has been more or less abolished completely (except for some hours at the main pool). Also abolished were the 3 Dominincan musicians who still came in 2011 in the evenings to the restaurants to play songs the guests had requested.

Instead, an endless tape with always the same boring monotonous electronically distorted „chilling“ music was played in the Royal Service restaurant La Palapa from early in the morning to late at night. Latest after 3 days, you know the tape by heart and after 3 weeks, you feel completely brainwashed.

In the adjacent GABI-Beach, a more aggressive louder Techno (boom-boom-) music was played with fully turned on basses so that we (the guests of the Royal Service) were exposed to two different kinds of music – in this way, our brains were almost blast away, we felt oppressed and every holiday mood was wiped out.

The food in the La Palapa was in no way proportional to the expensive price of the Royal Service: besides a small lunch buffet (tiny portions of more or less cold food served on ridiculously small little plates – far too hot to be touched and hard to be carried to the table), at every lunch the same a-la-carte menue with Hamburgers and sandwiches was offered. For dinner, every night the same a-la-carte menue was offered the highlight of which were Rodizzio swords containing different sorts of meat which was cooked so long that it was dry, tough and tasteless. We were looking in vain for a „special of the day“ or some vegetarian food.

When we were lying at the beach in the afternoon, we didn't find peace any more. Instead of the rushing of the ocean waves and the whispering of the palm trees, we had to listen to always the same absolutely agressive electronic Techno-Hip-Hop „boom-boom“-music (or whatever this is). The disc-jockey and the animation team just made music for themselves without considering our wishes and the wishes of other guests who also asked to play different music. When, e.g., we were uncomprehendingly sitting around together with friends at the afternoon beach party without enjoying ourselves without having any fun , the DJ and the animation team didn't care at all because they obviously had fun in contrast to most of the others (no dancing, no swinging). The DJ turned on the basses so loud that we got the impression a helicopter is landing on the lounger next to us. It is also was not worth while to try to escape from the beach to your Royal Service room because there, we still could hear the basses so loud as if our own radio was switched on – this was especially annoying at night. According to our observation, at best, 10-20% of the guests (mostly youngsters) enjoyed this kind of entertainment, the residual 80-90% were bored and went disappointedly away with shaking their heads. It would have been so easy to play something for every taste!

We had several conversations with the new General Manager Eduardo Perera Castro about the things (food, music) described above (our suggestion: to play different kinds of music for the guests of all ages as well as some Domincan music from time to time) did not result in any changes. So, we have experienced that the concept of the new management is obviously more important than the well being of guests like us who had payed a very high price for their stay in this resort.

According to the Paradisus Christmas brochure which had been distributed to all Royal Service guests, all areas of the hotel were to be spectacularly decorated and illuminated during December and Christmas music was to played everywhere “to live the spirit of Christmas“.

Nothing of all this was realized by the management. Neither in the La Palapa, nor in the GABI-Beach, there was a trace of X-mas decoration or music (not a single X-mas song!)– instead the same monotonous enervating electronic boom-boom all the time. In this way, no X-mas feeling came up even on the very holidays (24 through 26 Dec). Of course, we asked ourselves, why we had to pay nearly the double for this ?!

Since we (and other loyality guests of the Royal Service) have been so disappointed by the new management, we are in great doubt whether we shall come back to the Paradisus although we would like to because the resort is beautiful and the beach is amazing and the staff is so friendly. However, before we can come back, a fundamental change must take place: the Paradisus must find its way back to its former superior ambience (less GABI and more Dominican flair; better food, better music, more style and listen to the wishes of the guests!). For the things (food, music and atmosphere) offered at the moment the price is much too high!!!

What is really amazing – and to be honest an extremely annoying experience: it now has happened the 4 (!!!) times that our review has been removed from this website:
In the 1st case, it had been published on Jan 3 or 4 for about 3 days and was then removed. We were informed by an automatic Email that we should resubmit the article. After we had rewritten some parts of our review, it was published again on Jan 8.
In the 2nd case, our review was online for 3 weeks (from Jan 8 until Jan 29 !), had 20 helpful votings (!!!) and the General Manager Eduardo Perera of the Paradisus Punta cana had published a response to our review on your platform.
The 3rd time, our review was online for 10 days and had 18 helpful votings. Actually, the number of helpful votings changed all the time from high to low – after only 2 days, we had 30 (!!!) helpful votings which was quickly set back to only 9 – extremely weird …
The 4th time, our review was online for 2 days, and so on...
All of our comments in our review are based on first-hand experience (we stayed for 3 weeks at the Royal Service from Dec 6 to Dec 27; we are loyalty guests who have been visiting the resort six times in six years). So, we do not not understand why our review has been removed 4 times, especially bescause the GM wrote in his response to our review that he remembers to having talked to us.
This weird disappearance of a critical article can easily result in a much too positive bias of the ranking of a hotel! We think that this is an independent platform interested in an objective representation of hotels.
It also appears inadequate to include all ever written reviews into the total ranking of single hotels; it rather would make sense to calculate the ranking for single years because sometimes things can change massively after a change in management – as for example experienced in this particular case described here.

  • Stayed: December 2012, traveled as a couple
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27  Thank Petrolf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 15, 2013

My husband and I have just returned from a week at the Paradisus Punta Cana and overall was pleased with our stay at the resort. Upon reading all of the negative reviews on Trip Advisor, we were extremely worried about what we had gotten ourselves into and had lowered our expectations on what to expect. Upon arrival we were greeted in the main lobby with cold towels and water before being whisked off to the Royal Service check-in. Within minutes we were checked-in and enjoying the gorgeous ocean views.

We booked a Royal Service Jacuzzi suite and was impressed with the size and decor of the recently renovated rooms with modern furniture and a double headed tile shower. Our biggest complaint with the room was the multitude of light switches that seemed to turn off all the power and plugs...so it was a constant battle trying to figure out how to turn off the lights at night without turning off the router or our electronics that were charging.

The beach was postcard perfect and the pools and grounds absolutely gorgeous, but a little on the cold side. We enjoyed the privacy of the Royal Service pool, the sun beds, and cabanas and loved the service Benita always gave to us at the pool bar. Mornings were spent at the beach in the Royal Service section that had also had a multitude of double sun beds under umbrellas complete with additional lounge chairs that could be moved around.

We found that breakfast was too chaotic at the main buffet, so we usually took advantage of the room service fee being waived for Royal Service guests and ate in our room several mornings for a quite relaxing morning before spending the day out in the sun.

We dined at all of the restaurants except for Gabi at the Reserve and found the majority of them OK at best. Our favorite dining experience was Vento (located at the Reserve) and Bana (the Japanese restaurant.) Our least favorite was Gabi Beach and the Grill. We enjoyed La Palapa (the Royal Service restaurant) but were slightly disappointed that the same dinner menu was offered for lunch as well at all of the restaurants. Since we were not fans of the buffet, finding something light for lunch was a hassle. After being out in the sun all day...sometimes you just want a salad or a cold sandwich! We finally discovered on the 4th day the grill located behind the main pool bar that offered hamburgers hot dogs and fries (among some other grilled sandwiches.)

Our butler Ruddy was a sweetheart and always available to help us out with anything we needed and it did help having him get our reservations set up for us each night.

Negatives: The tour of the resort that we were given was just a trip to the Reserve to try and sell us on buying into the Melia Vacation club....the 90 minute presentation that we got sucked into actually took over 3 hours by the time we made our escape - your concierge tricks you into thinking you are going to breakfast with them to get acquainted with the resort when in reality they just hand you off to the sales team. We weren't shown were the Royal Service pool, beach, or restaurant was and that should have been the first thing we toured after our room.

For Valentines Day and our last night at the resort we booked dinner at The Palazzo because it was supposed to be the most romantic of the restaurants. We had a 8pm reservation and arrived at the restaurant at 7:45 to find guests already lined up. After waiting for 30 minutes with only 3 couples getting seated, we complained to the hostess and she sat the next 5 couples together at a table for 10 - it took us 2 hours to get served 3 courses....we enjoyed the other couples company....but not exactly the intimate night any of us had planned.

Restaurants: It would be nice if upon check-in guests were given a sheet that not only accurately listed the restaurants, but also listed their hours. It is difficult to decide where you want to eat when you have no idea what the restaurant serves...so I took it upon myself to stop by several of the restaurants and take a photo of their menu so we could decide. I am sure that a lot of the guests would appreciate having a menu posted outside of the restaurant entrances.

  • Stayed: February 2013, traveled as a couple
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4  Thank Mary D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paradisus P, General Manager at Paradisus Punta Cana Resort, responded to this reviewResponded February 23, 2013

Dear guest,

I would like to express my gratitude for having chosen our Paradisus Punta Cana as the place to enjoy your vacations.
Is saddens me to learned the inconvenience that you faced on San Valentine’s Day. Please accept our apologies and we will be attentive to these situations in order to avoid similar coincidences.

Regardless the remark about the restaurant information, it surprise me that you did not receive it upon check in since that information it is part of material we provide, which includes the hours when restaurants open and close, concepts and dress code of each restaurant.
I sincerely appreciate your observations that it will definitely be part of our daily work in order to improve and to prevent this situation in future.

Once again, thank you so much.

Best Regards,

Eduardo Perera
General Manager

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Reviewed February 15, 2013

Stayed at the Paradisus Punta Cana for my son's wedding during Feb. 2013 and had an good experience overall. Aside from a few mishap, my entire stay there was very positive. Many of the staff members I interacted with were very polite and personable, especially Emilio who works in Aqua restaurant and Nanyi whose at the Gabi Beach lounge and last but not least Munuel who seemed so accomodating. They went out of their way to make my entire family feel at home. Special thanks to Patric Loxer and Yusef of Club Melia, I am seriously considering joining this group in the future. My chamber maid ensured the daily cleanliness of my room, the pool area was great and the resort had many restaurants and buffet to choose from. On a not so positive note, one of our guess complained that she lost power in her room without warning whiile preparing to attend the wedding and I was not well informed about booking reservation in advance for the many restaurants in the resort and when I tried to do so, they were all booked.

  • Stayed: February 2013, traveled with family
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2  Thank krikri63
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paradisus P, General Manager at Paradisus Punta Cana Resort, responded to this reviewResponded February 23, 2013

Dear guest,

Thank you so much for your review, we are so glad that you enjoyed so much our staff and facilities. I appreciate your compliments in our staff, which I will share with them for sure, as well as you observations that will definitely share with the departments involved in order to make sure to provide all the information requires.

I hope to welcome you back in our Paradisus Punta Cana. Our Meliá Family awaits you.

Warmest Regards,
Eduardo Perera
General Manager

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Reviewed February 14, 2013

I have very mixed feelings about my stay at this this beautiful resort and the ocean views provided with an upgrade to the Royal Service Level. However, the concept of a personal Butler that Paradisus sells with this Royal Service upgrade package is laughable. Our assisgned Butler, Yunior wasn't on duty the day we checked in or the day we checked out. On the other days, I had to chase him down to make my requests and then ended up having to fill said requests myself through either the Conceriege, Maid Service or Room Service. Just let me rent an ocean view room and subtract the cost of this farce "Butler Service" from my bill.

On a more positive note, if you're staying in the Royal Service area, ask for Conceriege Anthony. This guy is on top of things, is extremely personable and can get things done. Paradisus take note: Anthony is the one you need to promote to run your Butler Service.

Food: stick with the buffet. The reservation required restuarants aren't worth it. VERY mediorce food.

Would I recommend this resort: possibly, but don't bother upgrading to the Royal Service area. Aside from the rooms with ocean view, it's not worth the money.

  • Stayed: February 2013, traveled with family
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4  Thank Realtor28739
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paradisus P, General Manager at Paradisus Punta Cana Resort, responded to this reviewResponded February 20, 2013

Dear guest,

Thank you so mucho for taking the time to air your recent stay in our Paradisus Punta Cana.
I’m very concern about your experience with the butler service in the Royal Service.

The butler concept is to be a person to provide a personalized service and to be available for our guest´s requirements whenever needs. It surprised me to read the behavior of Junior since we don’t really receive this kind of comments.

However I thank you for bringing that to my attention so I can follow up this observation with his department manager.

Once again, thank you so much.
I hope to have the opportunity to welcome you back and make those mixed feelings disappear through a memorable experience.

Best regards,
Eduardo Perera
General Manager

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Reviewed February 14, 2013

My wife and I stayed here the last week in January. We were part of a large group of business people all staying at the resort. By luck, we were given a Royal Service guest room, but we were not part of the Royal Service. The beach area for the non-Royal Service was nice, but there was not enough chairs with shade available. Thinking we were Royal Service because of our room assignment, we wandered over to the sectioned off area for Royal Service. Many palapas and chaise lounges available. VERY COMFORTABLE LOUNGES!!! However, an employee explained very respectfully that our bracelets indicated that we were not part of Royal Service, and that we would eventually need to move. He handled a very delicate situation extremely well. My wife asked if we could upgrade, and he said that we could for $60 per day per couple. So we did. What a smart move!! Jose Reyes and Benita at the Royal Service bar were unbelievable. My wife and I like to spend the day on the beach, and these two made sure that we were well taken care of. Jose especially, he is awesome. The Royal Service beach amenities are worth the price alone, but there are other benefits to Royal Service that make the upgrade well worthwhile. The food is constantly being complained about on this site, but our opinion is that is more about people's expectations than the actual quality. Let's call it what it is. This is an all inclusive resort, with mass produced food available all day long. If you are expecting 5 star food, you will be disappointed. It's like cruise line food. We were happy with it, but our expectations were not high. The specialty restaurants at night were very good, we had no complaints at all. Overall, the food was fine, and exactly as we expected. The grounds were great, but it is a hike to get around. The wait staff in the restaurants are not overly friendly, and it can be a little slow, but again it is an all-inclusive with mass produced food. Certainly, upgrading to Royal Service made a huge difference in our experience. Seek out Jose in Royal Service, and he will make your stay great. Benita in the Royal Service bar is also extremely nice and attentive, and the two of them is what we will remember from our week in DR. We didnt really leave the resort, except to play golf at the Nicklaus course in Cap Cana, which is "Pebble Beach" beautiful, and a great golf course. We recommend this resort, especially if you upgrade to Royal Service...... but if you are going for 5 star food and Four Seasons overall service, you will be disappointed,

  • Stayed: January 2013, traveled on business
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3  Thank Mmmdaddy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paradisus P, General Manager at Paradisus Punta Cana Resort, responded to this reviewResponded February 23, 2013

Dear guest,

Thank you so much for your feedback. I’m glad to learn that Jose and Benita helped so much to make your experience memorable, as well as reading that you really enjoyed the facilities of the Royal Service.

We will be very honor to hos you back in our Paradisus Punta Cana sooner than later, please contact us for any require you may have.
Once again, thank you.

Best Regards,

Eduardo Perera
General Manager

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Additional Information about Paradisus Punta Cana Resort

Address: Playas de Bavaro, Punta Cana, Dominican Republic
Phone Number:
Location: Caribbean > Dominican Republic > La Altagracia Province > Punta Cana
Amenities:
Bar / Lounge Beach Business Center with Internet Access Casino and Gambling Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#17 Casino Hotel in Punta Cana
#24 Top resorts Hotel in Punta Cana
#24 Spa Hotel in Punta Cana
#26 On the Beach Hotel in Punta Cana
#27 Luxury Hotel in Punta Cana
#33 Romantic Hotel in Punta Cana
#38 Family Hotel in Punta Cana
Price Range: $278 - $667 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Paradisus Punta Cana Resort 4*
Number of rooms: 688
Official Description (provided by the hotel):
Discover the unpretentious luxury of Paradisus Punta Cana Resort. An extraordinary island retreat offering a super balance of natural and man-made wonders. Open-air architecture, featuring indigenous organic materials like raw coral and exotic hardwoods, houses an impossibly sumptuous gallery of luxury suites and an exclusive garden villa. All-inclusive and all encompassing, Paradisus Punta Cana Resort is an ocean front playground for all ages. Tennis, championship golf, every non-motorized water sport imaginable, a magnificent array of restaurants, our own casino, an incredible spa for kids, an exquisite full-service spa and health club and personal world-class service all seamlessly unite to deliver you the relaxing, romantic, carefree, fun-filled experience of a lifetime. The resort features 688 oversized suites including 143 royal service suites and 4 ambassador ocean view suites, plus a one-of-a-kind oceanfront garden villa. ... more   less 
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