Below is a letter I sent to the Sirenis Headquarters Re: our stay:
My family and I stayed at the Sirenis Cocotal in Punta Cana from Dec. 26/2013 - Jan 2/2014. The hotel service and experience was terrible! The room was not to our or anyone's expectations (from the guests that we spoke with). It was more of a 3* room at best! The grounds were amazing, food was good but the service....disgusting! Just like the blood stain on the bed sheets when we arrived. Yes...blood stain! I didn't report it right away thinking that of course the maid would see it and change the sheet (which by the way was the top sheet, out in the open). When the next day it was still there I thought maybe she didn't see it. OK, give her the benefit of the doubt. When after the 2nd day it was still there I went down to guest services and spoke to the manager there who assured me that he would have someone clean it right away. To make a long story short, it was the 2nd last day of our trip and numerous visits to the front desk (where the mngr would not even come out of his back office to speak or acknowledge me) and numerous promises that the cleaning supervisor was advised and would have it resolved, the blood stained sheet was still there! That is when I spoke to our tour operator rep about it and how un-hygienic and disgusting that was...especially with a baby and a 5 year old in the room. I don't know what was more disgusting...the blood or the lack of service from the hotel staff especially that man who calls himself the guest services manager!
We had some other issues with the room like the main door not closing and having to slam it shut every time (not ideal when you have a infant trying to nap) which they fixed right away. We didn't get towels until 7pm some days which made us miss one of our restaurant reservations! Even after numerous calls to room service requesting the towels and telling them many times that we have reservations to get to and young children too. Completely unacceptable!
Further more, when we arrived everyone was so nice and attentive to our needs but the minute we were suckered into a breakfast which ended up wasting 3 hours of our much needed vacation, we couldn't afford your "VIP CLUB" then all of a sudden no one could care less about us or our experience. In fact that is when the service turn ugly! Let me just say that I have worked in the tourism industry and continue to work in the high-end customer service field and I have never seen or experienced such terrible and disappointing service before! To make matters worse, we get back from our vacation to hear about a truly sad incident in one of your hotels in Mexico with another Canadian couple which made it to the Media.
That just assured us that we would NEVER stay at one of your resorts again and I will make sure that everyone I know and don't know wont either. I am sure the pictures I took everyday of the blood stain will help sway people from booking with your hotel. I have also contacted our tour operator (Transat Tours) about this experience with the picture of the blood.
Thank you for your time and thank you for wasting precious vacation hours with your ridiculous "breakfast" and hours of me constantly going to the lobby to try and get some help day after day!
Please re-train and get your staffs act together for everyone's sake
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- Also Known As:
- Sirenis Cocotal Beach Resort Casino And Spa
- Sirenis Cocotal Beach Hotel Punta Cana
- Sirenis Resort Punta Cana
- Sirenis Cocotal Punta Cana
- Hotel Sirenis Cocotal Beach
- Sirenis Cocotal Resort