TripAdvisor Traveler Rating

Hi, I am here right now. Greatly impressed. Though resort is oldish and rooms are small but beds are very comfortable and air conditioner working good. I don’t mind old furniture as the rest of the experience is just amazing. Very nice personal and service is just impeccable, enough and not too much. Especially I noticed a hard working guys serving in buffet. Resort is very well maintained, clean, very clean buffet. Beach is two steps away and gorgeous!!!! No seaweeds. And food… I really didn’t expect it. Chefs are just great. I ate such a good food only in Turkey in all inclusive, no where else . I am here with my daughter and we feel very safe. Overall it feels like home. Big thank you to the managers and all personal of this resort. I still here but want to return1 for more:).

Resort needs update, also service failed too many times. However they were excellent people like Amable server by the beach VIP excellent service, polite made our complaints less, Also Kathryn I think was her name in charge of the tours she was fantastic. Front desk on Tuesday May 26 were horrible caused me an anxiety attack. Their inconsistency and poor comunication. And I speak both English & Spanish. We had a great time overall because that’s what we went there to do. We were all a group of 40 my girlfriend and I met them there. Sorry but hope this is constructive criticism.

I want to start by recognizing three employees who truly made a difference during my stay. First, Mr. Amable at the VIP beach section deserves a 100 out of 10. WOW — his service was nothing short of exceptional. Professional, attentive, and genuinely caring, he completely elevated our experience. I also want to recognize Jaqueline at the tours desk. She made me feel welcomed from the moment we spoke and helped us choose the best excursions for our needs at a great price. People often say not to book tours through the hotel because they are more expensive, but that was absolutely not the case with Jaqueline. She was honest, knowledgeable, and extremely helpful. Lastly, Richard, who assisted with luggage at the front lobby, was outstanding. From the second I arrived, he greeted me with a smile and made me feel welcome. He even brought tools the next day to help fix my broken sunglasses. Another 1000 out of 10 for customer service! Unfortunately, aside from these exceptional employees, my overall hotel experience was disappointing — especially considering I purchased the Premium package. The VIP check-in experience was just okay. I had to wait until 3:00 PM for my room, only to later find out it had actually been available since 2:40 PM. Upon entering the room (1249), there was a strong smell of humidity. The refrigerator was extremely outdated, and the water, sodas, and beer inside were all warm. I contacted the VIP desk, and instead of resolving the issue, I was given excuses and told cold drinks would be sent to the room, which never happened. Shortly after, housekeeping knocked twice and entered the room before I even had time to answer the door, placing a fruit plate down and immediately leaving. When I mentioned that guests should be given enough time to respond, the housekeeper said she thought nobody was inside. A few minutes later, the TV volume was not working. I called again, and after several attempts by different staff members, including a technician who suggested I call the front desk myself if another tech couldn’t fix it, I became increasingly frustrated. After being awake since 2:00 AM to catch my flight, all I wanted was to rest, but by 5:00 PM, I was still dealing with unresolved issues in my room. Thankfully, Carlos eventually fixed the TV. The room’s AC vent was also dripping condensation onto the floor, leaving the area wet and making the entire room feel damp. Even the clothes inside our luggage became damp. Another very disappointing experience involved our restaurant reservations. We made reservations for Ocean Grill and Octopus through the VIP representative. However, when we arrived at Ocean Grill, we were told there was no reservation under our name. The supervisor, Carlos, made a call but continued insisting that no reservation existed. Unfortunately, my mistake was leaving the reservation paper back in the room. Carlos eventually found us a table, but it was clear he was not happy about it. Even after we were seated, he returned to our table to, again, tell us we did not have a reservation at either restaurant. The situation was embarrassing and uncomfortable. What made it worse was that we were the only Hispanic guests in a restaurant filled mostly with Caucasian/Canadian guests, and the interaction made us feel singled out and discriminated against. The following day, we went to the Octopus restaurant and spoke directly with the Captain, Jesus Martinez. Once I showed him the reservation paper, he confirmed we did, in fact, have the reservation and kept the paper. The buffet was below average and very basic. I also felt bad for Eduardo at the pool bar, who appeared to be working alone and struggling to keep up with the number of guests. Overall, I would personally rate the hotel 1 out of 5. However, I gave 3 stars because employees like Amable, Jaqueline, and Richard truly stood out and provided exceptional customer service despite the hotel’s shortcomings.

Was there from May 22-26. The resort is ok, the room is clean every day . Had an issue with room towels, after few hours it was resolved. WiFi is weak. Beach towels are not available the times I went . The mini fridge is replenished every day with water. The staffs are polite. The drink is very local, they have the aged brugal rum but you have to inquire , not all the bars serve it , some bars concealed it , not sure why. The food is ok , they are some varieties, but mostly lunch menu is the same . Not much variety of fruits and no fresh vegetables. It seems based on my taste the vegetables are with frozen or canned . Overall all an ok experience.

This was our second visit to VH Gran Ventana within one year, this time for an 11-night stay as returning guests. There isn’t much more to add because everything was just as excellent as it was during our stay in July 2025 (please feel free to check my previous review). It was wonderful to be recognized by many of the staff at the buffet, and especially by our housekeeper, Germania, who once again provided outstanding service. We also want to highlight an important improvement: the loud music that used to play at the main pool last year is no longer an issue. This change allowed us to fully enjoy the main pool area, as well as the afternoon entertainment, now accompanied by pleasant, well-balanced music. Finally, we would like to express our appreciation for Solange Rosario the Guest Services Manager, who kindly extended several returning-guest privileges to us. These included a fruit platter, a bottle of sparkling wine, a special dinner for repeat guests, and—most importantly—a 90-minute late checkout extension. Her attention and hospitality made our stay even more memorable. I don't want to finished this review without mention the cleanliness of the public washroom in all the areas. By the way: we are going to return once again this September 2026.