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“Bad experience...terrible service”

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Grand Palladium Punta Cana Resort & Spa
Ranked #45 of 111 Hotels in Punta Cana
GreenLeadersPlatinum level
1 review
common_n_hotel_reviews_1bd8 8 helpful votes
“Bad experience...terrible service”
Reviewed August 1, 2013 via mobile

I stayed here from Jul 18-23, 2013. Check-in process was long & horrible in non-air conditioned lobby, wasn't even offered a drink. From the time we stepped on the property, we didn't feel welcome at all. I have stayed other Grand Palladium resorts and had expectation of that. As this was a girls' trip, we paid for oceanside rooms with double beds, but to our disappointment we had a king-size bed with a roll-a-way bed. Other people traveling with us had issues with their rooms, such as ants, broken TV, & telephone. Even though we complained, nothing was ever fixed during our stay. No washclothes were provided. The property is huge & requires a train (kiddie train) to transport you around. Due to the fact they only had two trains, the wait was ridiculously long. Restaurants had long wait times & the food wasn't worth it. The servers in the buffet were horrible. It was a chore everyday to get water from them. The bars were okay. Drinks are strong, but the mixes were too sweet. Also, if you don't speak Spanish, it is difficult to communicate with the employees. Also, the resort does not promote their daily activities. It was hard to figure out what the resort had to offer.

Pros: Beach is really nice. Pool are as well, but they all close at 7pm.

The best time I had in the Dominican was off of the resort. As a frequent traveler, I do not recommend this resort.

Stayed July 2013, traveled with friends
Helpful?
8 Thank Lbembry02
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daphne K, Gerente at Grand Palladium Punta Cana Resort & Spa, responded to this review, August 6, 2013
Dear Lbembry02,

Received a warm greeting from the staff of Grand Palladium Punta Cana Resort, Spa y Casino, we want to thank you for dedicating your time to share your experiences concerning your stay.

We apologize for our services and that we do not full fill you expectations as well. Thanks for highlighting these details; remember we are in high season and this may obstruct the service.

Once again thank you very much; we hope to see you soon at our resort.

Best Regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Santo Domingo, Dominican Republic
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed August 1, 2013

This used to be a five star hotel back in time but not anymore. Neither the service nor the installations are up to the standard of a five-star hotel category. I was looking forward for a family reunion at this hotel (July 2013) for which we booked 3 rooms for a total of 9 guests (3 per room). At check-in it was evident that the hotel did not have a system that properly accounts for reservation and room charges. I thought we got a good deal when making the reservation far in advance but looks like it did not matter. All rooms were assigned in different building and when requested to have them all in the same building no intention from the reception to accommodate this request was perceived. Rooms are assigned by another department but the buildings are close to each other, was their response at check-in counter. When we got to our rooms, surprisingly for us, we noticed that every room was furnished with only one king size bed expecting to hold 3 people each. We thought it was a mistake at first and proceeded to contact the reception to correct this misunderstanding. The explanation from the reception was that they did not have rooms available and if we wished an extra bed could be sent to our rooms. In my opinion, the rooms were not big enough for an extra bed. Further, we were told that extra beds were not available either. They could not explain why the rooms were assigned to us when we paid by individuals with the assumption that proper accommodation was to be provided to each and every one of us. We were told to contact the representative who booked our rooms (from the Hotel, not a travel agency) to work out this situation. We contacted the representative to discuss our issue with the hotel which made them seem more interested in trying to solve our problem. After almost two hours of discussions one of the rooms was changed for one with a king size bed and a sofa-bed and the next day the other rooms could be changed for ones with the same arrangement. This still did not solve the problem as it was only one room and also we were unwilling to sleep on a sofa-bed. Why would I want to expend vacation time in a resort in a sofa-bed? We had no other choice than to accept the change and opted to leave the others as it was to avoid the packing and unpacking again. To make things worse, the reassigned room had problems with the lock. After two hours discussion when we thought that at least we would be able to start to enjoy our weekend, we had to struggle for another hour to get a room changed again. It took us three hours to get a room not prepared for three guests. No were no enough towels nor pillows. We had to call the reception to have the sofa-bed prepared. The proposed compensation for the inconvenience was to allow us a late check-out. When I told them we had three rooms, they had second thoughts about that proposal. However, I just wanted to get out the same day. If it weren’t for the family event, I would have returned home immediately.
Another issue in one of other rooms was the air conditioner. It was not working properly and nobody showed up for repair during our stay.
Food was good and the pool was clean. In certain areas of the pool it was visible some cracks made buy the roots of the trees planted close to the pool. There was construction going on but we kept away from that area most of the time so that was not an inconvenience to us. The place is big and there is a little train but it does not start to operate until 10:00 a.m.
Another indicative of poor system to account for charges made to our room was their inability to issue a receipt for incurred expenses. Our room was charged for SPA and Bike rentals. Only the rental applied to us and I had to show the receipt so they would be able to determine the correct amount. I do not think we would ever consider going back to Palladium.

  • Stayed July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank jlnunez
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daphne K, Gerente at Grand Palladium Punta Cana Resort & Spa, responded to this review, August 6, 2013
Dear lnunez,

On behalf of Grand Palladium Bavaro Resort, Spa y Casino we want to thank you for the dedicated time you spent to share your suggestions.

Politely we would like to apologize for the inconvenience, thanks to you and other customers suggestions we are working to improve our services.

One more time thank you very much,

Regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto, Canada
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed July 30, 2013

We stayed at the Punta Cana part of the resort as there are 4 other properties in the resort. We stayed there late June to early July and the weather was beautiful everyday! The resort is beautiful and the gardens are very well mantained, and it keeps the natural beauty of the country. The resort is only half an hour away from the airport. There were many restaurants to choose from which all satisfied our needs and taste. The Japenese show cooking to us was personally the best restaurant throughout the whole resort. The buffet food was also very good, especially if you were not willing to wait for a table at one of the A la Carte restaurants. There are also many bars around the whole resort near the lobbies, pools and restaurants. There is good service and you get your drink on time. Plus, the drinks are absolutely fabulous. As the resort is quite big, they have many golf type carts and trains to provide transprotation if in need of getting around. I reccomend taking the Dotto Train near the beggining of your visit to familiarize yourself with the resort surroundings. The beach is clean and absolutely beautiful. The sand is white and the water is crystal clear. Lots of chairs available at the beach. The rooms were okay. Very outdated and the air conditioning was noisy. The maid kept our room clean and always left flowers in the washroom everyday. We thought that was a beautiful nice touch. Only down side to our room was we did not have air conditioning for 2 days, and after calling the reception for so many times to come and fix the problem, finally we approached our sunwing representative, and she spoke to one of the reception staff and then only we got moved to a new room in the same building, with air conditioning. Overall our stay was very enjoyable! If staying in the Punta Cana section, ask to stay in the 3000 or 4000 section when you check in, as it is right on the beach and close to the pool. I hope this review is a big help :)

  • Stayed July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Victoria M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daphne K, Manager at Grand Palladium Punta Cana Resort & Spa, responded to this review, August 11, 2013
Dear Victoria M,

We are really thankful for the precious time you dedicate to share your good experiences in the hotel with us.

It is a satisfaction to know that you enjoyed your stay at our resort, thanks for highlighting these details; we work to improve every day.

Thank you very much.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
new jersey
Level Contributor
76 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
Reviewed July 29, 2013

My experience was not that great here. I was staying for one week. Once I arrived at the front desk they told me to come back within an hour because the room I was staying in was to be changed. I came back within an hour and there was no advancement on the room.

There was a lot of unprofessionalism that my group and I experienced. You tried asking people for help and most would look at you like you were dumb! Trying to eat at one of the restaurants on the resort was hard. We would go and some places said you needed to have a reservation and then when we tried to make one for the following day they said you didn't need to have a reservation at all! It was too much back and forth with that. I asked the front desk about the activites and they didn't have any information about it. Only the people working around the pool did. When we went to go to the activity center some of the activites that they quoted to having, they did not.

The resort is big and its a few resorts in one and you have access to most. There is a little train that comes around. Not often tho and it gets filled up quickly. We waited very long to get on one several times. Sometimes they just pass you up without stopping!

There is a language barrier if you don't know Spanish. It was hard with communication.

On a positive note, the beach is right there. the pools are nice. they have pool bars. There are different resturant themes which is nice as well. There is a theater you can go to that they have shows. If your just looking to relax mainly this is a nice place.

Room Tip: have enough time when you are checking in because they can be slow at the front.
See more room tips
  • Stayed July 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank krazyray42
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daphne K, Manager at Grand Palladium Punta Cana Resort & Spa, responded to this review, August 12, 2013
Dear krazyray42,

Received a warm greeting from the staff of Grand Palladium Punta Cana Resort, Spa y Casino, we want to thank you for dedicating your time to share your experiences concerning your stay.

We apologize for our services and that we do not full fill you expectations as well. Once again thank you very much; we hope to see you soon at our resort.

Best Regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Birmingham, United Kingdom
Level Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed July 26, 2013

Slightly delayed review as totally forgot to publish :) .. however from start to finish this hotel did everything to make our stay the best. We went as a group of 4 and were located in the same block. Rooms lovely, clean and modern. Really nice touch to have the mini fridge replenished everyday included all the all inclusive status. The hotel itself is huge and so much to do.

The food is the best thing we found, could not complain from bacon and fresh bread at breakfast and all the all inclusive a la cartes in the evening.. amazing. One thing i think other hotels should take from this hotel is the reservation system for the restaurants.. you go to the restaurant you wish to eat in and get a buzzer that you hold, when it goes off .. it is your turn. This is a very fair way of doing it and prevents constant queuing.

Overall lovely hotel.. would love to return.

  • Stayed April 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Katonedayone
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daphne K, Manager at Grand Palladium Punta Cana Resort & Spa, responded to this review, August 12, 2013
Dear Katonedayone,

From the staff of Grand Palladium Resort, Spa y Casino we want to thank you for dedicating your time to share your experiences concerning your stay.

We are proud that once again you chose our Resort, trusting that we will give you your well deserved vacations.

We look forward for your return.

Greetings.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Montreal, Canada
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed July 25, 2013

Grand Palladium is divided into 4 section, Bavaro, Palace, Punta Cana and Turquesa(Royal). We stayed at the Punta Cana section and we are allowed to assess to all the facilities in all section,except Turquesa(which is also called Royal services). Therefore, before you book the hotel, I will suggest to check Palace and Punta Cana's price, whichever costs less, just go with it. They are not much difference, just one beside the other.

The resort is very big because you are allowed to use the other section's facilities, I really like their Spa center, no need to pay to assess to the Spa center(of course massage is not included). I have been to so many resorts and I find their Spa center is quite full equipped. Their Gym is attached to the Spa center, very nice as well.

The beach has nice white sand. But shaded areas are limited. A large area in the entertainement pool is 6 feet or more deep. Be careful when you get in the water if you don't know how to swim, make sure you are at the right area.

Food is just ok. All à la carte restaurants are opened for all. We don't need to make any reservations. we have tried Japanese and Sea food à la carte restaurant. It's just ok. Nothing special, therefore we prefer staying at the Buffet restaurant. They have different theme each night at the buffet restaurant. Some of the dishes are quite salty. But they have a lot of choices. I am quite sure you will find something you like in there. For us, the buffet is better than à la carte restaurants.

We have bought an excursion REEF Explorer. If you want to swim with Stingray, sharks and snorkeling. I will suggest you to get the other one that's not included the body massage because their massage technique is very bad.

We have also been to a market called Nicole market, don't need to waste your time, even though is free to get there, usually offered by your own tour representative, the price in that market is just like what you can get in the hotel's shops. But if you want, there's a market not far from the hotel, you can find your way to get there. If you want to get some souvenirs, you will get a better price over there. But don't forget to bargain with them.

You can find free wifi at the Lobby area.

I saw a lot of tourists not offering tips at this resort. The employees are mostly very polite even though they don't always receive tips. But if you like their services, I think it will be nice to tip them. They are living in a very poor country, each dollar mean a lot to them.

In general, it's a nice resort. With the price that we paid for, it's worth it.

  • Stayed July 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank dumb_snoopy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daphne K, Manager at Grand Palladium Punta Cana Resort & Spa, responded to this review, August 12, 2013
Dear dumb_snoopy,

Received a warm greeting from the staff of Grand Palladium Punta Cana Resort, Spa y Casino, we wants to thank you for dedicating your time to share your experiences concerning your stay.

Comments like yours are the best motivation; once again thank you for choosing our Resort and for trusting that we will give you your well deserved vacations.

We will be waiting for your next vacations.

Best Regards,.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ottawa, Canada
1 review
Reviewed July 22, 2013

Our trip to Punta Cana D. R. was for one month from Feb 6th 2013 to March 6th 2013. We can honestly say it was the best trip we have ever been on!
We went with another couple. My brother-in-law is handicapped and walks with a cane. The staff immediately helped him when they saw him, and designated a handicap location on the beach for him.
We were invited by the the Director, Mr.Octavio Dh.Subervi, for a cocktail party and met most of the employees. There would be no end to the wonderful things to say about this resort, so please accept our
appreciation to the following people:
Mr. Octavio, Fernells, Polo,Mirpl, Marley , Luis,Leticia, Denisla
Crmen Salono, and all the employees who served us, including the
transportation drivers and bartenders.
Just one thing, Canadians like their French Fries with
white vinegar and there was none.
We booked our vacation for 2014, we look forward to one month at Grand Palladium Palace Resort and Spa.
Thank you to all staff of Palladium D.R.
David and Margarete Hagopian,Canada

  • Stayed February 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank DavidHagopian
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daphne K, Manager at Grand Palladium Punta Cana Resort & Spa, responded to this review, August 12, 2013
Dear DavidHagopian,

We are really thankful for the precious time you dedicate to share your good experiences in the hotel with us.

It is a satisfaction to know that you enjoyed your stay at our resort and that we have totally satisfied your needs.

We look forward for your return.

Thank you very much.
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 Grand Palladium Punta Cana Resort & Spa

Property: Grand Palladium Punta Cana Resort & Spa
Address: Avda. Francia s/n | Playas de Bavaro Higuey, Punta Cana 23000, 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 Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#27 Casino Hotel in Punta Cana
#39 Top resorts Hotel in Punta Cana
#39 Family Hotel in Punta Cana
#40 Romantic Hotel in Punta Cana
#41 On the Beach Hotel in Punta Cana
#41 Luxury Hotel in Punta Cana
#41 Spa Hotel in Punta Cana
Price Range (Based on Average Rates): $$$
Hotel Class:4.5 star — Grand Palladium Punta Cana Resort & Spa 4.5*
Number of rooms: 535
Official Description (provided by the hotel):
The Grand Palladium Punta Cana Resort & Spa enjoys a privileged, sea-front location on the renowned Playa Bavaro. The resort, located on a sprawling estate of lush tropical vegetation and a coconut plantation, is next to the Grand Palladium Bavaro Resort & Spa, the Grand Palladium Palace Resort Spa & Casino & Royal Suites. The facilities of these adjoining resorts are open to guests of the Grand Palladium Punta Cana (excluding the Royal Suites). ... more   less 
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Also Known As:
Grand Palladium Punta Cana Hotel Punta Cana
Grand Palladium Punta Cana Resort And Spa
Grand Palladium Punta Cana Resort Spa

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