We had a string of problems at the Dreams Resort and all noted in the letter to the management. This is after we had a lengthy discussion with the hotel manager the night before we left the resort.
We are currently in communication with American Express Vacations to settle our numerous problems that arose during our stay -- they are yet to be resolved with the management at Dreams.
First I want to give proper kudos to the ladies in the Explorer's Club-- Awilda (Abby), Elizabeth & Ysabel. They were amazing with the kids; firm but fun and our two kids (ages 8&5) had a blast with them. Besos to all!
However there were many issues with our stay please read below before you book ESPECIALLY FAMILIES with young children.
FLOODING IN ROOM:
"As you probably remember, the problem that prompted our discussion was the flooding of our room (8212) through the ceilings and walls, which left crumbled ceiling plaster and at least 1 inch of standing water in part of the room. Despite that, it took 3 phone calls to the front desk and concierge and nearly 20 minutes before anyone came to the room - and even then, it was by sheer accident because housekeeping showed up to service the room, at which point I told them about the problem. After they began cleaning, I finally reached an on-duty manager, who asked if we wanted to stay in the room. Of course we didn't, and we spent over an hour of our last night of vacation packing up and changing rooms - certainly not the relaxing evening we were hoping to enjoy.
NOISE LEVEL: But as you may also recall, this was not the first problem we had, nor was it the first time we had to change rooms during our stay. The first night we were there, we were in a room facing the pool, where there was a wedding reception with extremely loud music that kept our young children awake till well after 10pm. After the concierge on duty admitted that many other weddings were scheduled during our stay, and that most of the resort's nighttime activities started just under our window, he helpfully changed our room to the "quiet side" of the hotel the next morning. We appreciated that -- but we were honestly surprised that a resort that bills itself as so "family friendly" would have loud outdoor activities going late into the evening without warning people or advising them to choose the quiet side of the hotel. We've stayed at several other resorts that have late-night programs, but they do them inside or well away from people's rooms.
SPA: We were also disappointed in some of the hotel services, particularly the spa. We knew in advance that the spa was undergoing maintenance, but the gentleman taking spa reservations outside the restaurants told us that they'd been completed and that the spa was fully functional. Of course, when we arrived the repairs were not ready, and the women working in there laughed and said "oh, he always tells people that, but it's not true." In addition, we found it outright dishonest that the "spa coupons" we received as part of our booking special didn't give the actual discount advertised. The woman at the spa explained that the price for a massage was approximately $80, but that if we wanted to use our $40 coupon, the base price would be well over $100 before they deducted the $40. I have never seen anything like that in my life.
VENDORS: There were numerous other disappointments that would hardly warrant mentioning in isolation, but added to the issues I've outlined above, they suggest a serious lack of commitment to guest service and satisfaction. For example, I have never been bothered so frequently by salespeople while at the beach--mostly by the hotel's spa and watersports salespeople--or around a resort's pool. It seemed as though we couldn't go 10 minutes without being aggressively targeted by these vendors. And on the nights when outside vendors were allowed to set up tables poolside at the resort, we were unable to go anywhere in the resort without being badgered by those vendors.
HOUSEKEEPING: In addition, power and water were out for nearly one full day while we were there, and on four of the seven days we stayed at the resort, by the time we returned to our room at about 5pm, the room had still not been made up (and we were out of the room by about 9am everyday). For a hotel that advertises twice-daily housekeeping, this missed the mark, and was especially noticeable given the frequent lack of cleanliness at the resort (lampshades, curtains, and restaurant chairs were noticeably stained, pillows and linens were not always clean, and the pools frequently had visible debris floating in them that the staff appeared in no hurry to clean) - which again we found really surprising and disappointing."
I hope this saves some other family from experiencing what we did!
- Official Description (provided by the hotel):
- Facing the Caribbean Sea, white sand beach and lush gardens, Dreams Palm Beach Punta Cana boasts 500 spacious rooms and ample suites surrounded by swaying palm trees and views of endless blue waters stretching to the horizon - the perfect setting in paradise. Take advantage of all the unlimited luxury activities Dreams Palm Beach Punta Cana has to offer. Swim, sail, snorkel or windsurf in the turquoise Caribbean, enjoy fine a-la-carte dining, sip favorite cocktails at one of our bars. ... more less
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- Also Known As:
- Dreams Palm Beach Punta Cana Hotel Punta Cana
- Occidental Punta Cana
- Occidental Allegro Punta Cana
- Punta Cana Occidental
- Sunscape Punta Cana
- Punta Cana Dreams Palm Beach
- Punta Cana Allegro