TripAdvisor Traveler Rating

Hotel staff at front desk are excellent. Yessy, Leonardo helped us out tremendously. We had an issue with the Air Conditioner, and they promptly acted and moved us to another room.(327)....which is excellent. When my wife and I first arrived here (Oct 14) it was after 5pm....so we didn't know or couldn't make a reservation to one of the 3 restaurants they have on site (which required reservation)....I was told today (Oct 15, 2026) as I was attempting to make reservations for dinner that the only restaurant available was the Italian (Grappa)...we wanted to go to Steak House but according to guest services it wasn't available. So we had no choice but to settled for that one. Obviously you can eat at the buffet or sports bar or walk around and eat pizza and what not....but definitely not a proper dinner of your choice. Another thing to be aware of is that if you are booked here for less than 7 days...you are only entitled to ONE RESERVATION....my wife and I are here from Oct 14-18, 2026 which only gives us ONE RESERVATION at a proper restaurant at the resort. Guess services will tell you this is not so.....you are able to make a reservation daily after 3pm in any restaurant as long as there is availability....what makes you think that a restaurant is going to be available after 3pm.... When I came to see guests services today (Oct 15, 2026) at 1220pm and the only thing available was the Italian Restaurant at 6pm..... Which was their time choosing not mine....BIG SCAM with that.......be aware......DO NOT COME HERE!!! You have been warned!

I'm sorry but I have to write this review. Never before that I wrote a bad review anywhere else. I purchased from Air-Transat – a Senator Junior Suite King Bed, Pool View, max 2 person per room, period September 30 to October 7, 2026. We arrived at the resort in the afternoon around of 6 pm. Everything looks ok until I had to deal to these two persons at the reception. First Jessy gave me a small side room with NO view at the pool at all, on the 1st floor, dirty and smelly, with two beds instead of 1 king. Smelling of cigarettes besides the musty smell from the bathroom. (room 401). I left my luggage in the room, and I returned to the reception and these two Jessy and Michell started telling me that “The hotel system that they have doesn’t show which type of room I booked.” Michell repeated the same lie that she couldn’t see which type of room I booked, because I booked with AIR TRANSAT, that she has no visibility. She said that was my fault because I didn’t book direct to the Resort. Very aggressive She said that I should tell Air Transat about the booking and they should solve the problem. She let me wait 2 hours in the lobby in front of the reception, while she was having personal conversation in Spanish with a group of people kissing and laughing about me with them, without her knowing that I understand Spanish. She told the group, that she will letting me wait until tomorrow morning because I’m a Fat, Stupid Canadian and she doesn’t care if I’ll die there in front of the reception. I told her that I’m diabetic and I don’t feel very well and I need to eat something because I could faint anytime. She looked at me with disagreements. I told both Michell and Jessy that I fully hear and understand the disrespectful comment made by Michell about me, and I want to speak to a customer service person or a manager. Michell, with her aggressive laud voice, started screaming at me to go back to where I came from and not stay in her lobby and hear her conversations with her friends. I field intimidating and threat by this woman. At that point I requested to move to a different resort in Puerto Plata, and I call my family in Canada to contact Air Transat and see if I can go somewhere else. By that time was already 8pm. I’m 65 and have never experienced anything like this in my entire life. She requested to see my ticket and my reservations. She requested to show her where on the web side I saw how the room does should look like. I presented all the requested information. Then she took me to the customer service desk after over 2 hours of waiting and my blood level was very low. At customer service; Marvin was the only person with compassion and understanding and helped me. Thank you, Marvin, for your help! After this despicable situation, finally I got a room with pool view as I paid for it. The resort is beautiful, most of the staff personnel are doing a great job in all areas. The Resort needs some updates which are not big deals for me. Overall, I say that one bad apple ruins your Resort reputation and is not worth it. I’m not sure if I should go back! Is hard to forget this disrespectful person working at the reception.

Our girls trip of a group of 8 had a great stay! The resort is beautiful, and the rooms are very spacious. We stayed in Building 11, which we found to be perfectly located — close to everything without being in the middle of all the activity. The water pressure was great, the AC worked perfectly, and the beds were super comfortable, which made a big difference! The decor in the rooms could use a little updating, but honestly, you don’t come to Puerto Plata to spend your vacation sitting in your room! ?? The buffet was really good with lots of options, and the à la carte restaurants were excellent. We tried the Japanese and the steakhouse. The steakhouse house is out of this world. We also added the $25 lobster tail to our meal, which was definitely worth it. (It’s cheaper is you go through guest services. A couple of fun things to know if you’re planning your stay: the foam party is on Saturday at 4:00 p.m., and the beach/white party is Sunday night starting at 6:00 p.m. Definitely worth checking out if you like a little extra entertainment! We also hired a driver to take us to Jumbo in the city. I’ll add the business card in the pictures. And because we weren’t limited on time, we crossed the parking lot and had McDonald’s. Night entertainment is ok. The Rock Show is by far the best in my opinion. Do go over to Playa bachata around 10pm. You’re welcome. Calling out the people who say that the staff is rude. They aren’t. They are lovely people who work extremely hard. If you treat them well and with respect, they will reciprocate. A smile and a hello will go a long way. And please tip the staff. If you’re in the mood to haggle, near where the cruise ships arrive, the little huts are full of souvenirs. The owner can get a little too friendly and sometimes agressive about you coming to visit their store but just politely smile and decline. Overall, we really enjoyed our stay and would absolutely come back. Great resort, great location, comfortable rooms, and plenty of good food — exactly what we were looking for in a beach vacation! ?? If I were to “complain” about something it would be the cleaning of the main pool; it is poorly maintained and does get unsanitary at the end of the day. Shout outs ?? Gym/Water aerobics Johanna, awesome ???? Sports Bar: PM shift; Stephanie, Christopher, Domingo and Jay are simply the ultimate best ?? Front desk: Yesy, super helpful and attentive ? Entertainment: Monkey, Shampoo and Skinny and The Shorty ?? I genuinely love it here and I highly recommend it.

The hotel is beautiful and the facilities are great, but unfortunately, our honeymoon experience did not live up to our expectations. We paid for a luxury room and expected a level of service to match, but we received very little help from Guest Services when we had an issue and there was no special welcome or acknowledgment for our honeymoon. We also felt a noticeable difference in the way Dominican and foreign guests were treated, which was very disappointing. This was my second stay at the hotel, so I honestly expected much more. I hope they take this feedback seriously and improve their service and guest experience.

Do not book. They have very inflexible policies that allow for zero changes when unexpected events arise. Would not even allow me to transfer a prepaid stay to another name so that our money wouldn’t be wasted when a travel companion was hospitalized. Poor customer service that sounds like AI robot instead of a human