TripAdvisor Traveler Rating

We’re a family of three from Manchester, UK, and travelled with TUI. This was our first stay at this particular hotel (we stayed on the Palace side but had access to the Beach side), although it was our sixth trip to the Dominican Republic over the past decade. Previously, we’d only stayed at resorts in Punta Cana, so this was our first time exploring this part of the island. Arrival: After a long flight and an hour-long coach transfer, check-in was fairly smooth. We completed some paperwork and declined the $30 safe rental. We were offered a refreshing smoothie on arrival, and our luggage was delivered to our room. Room: We booked a Superior Double Room with a Limited Sea View and Balcony or Terrace. The best part was the view—it turned out to be a full sea view, which was lovely (room 5851, top floor). The room also included an iron, ironing board, and hairdryer. However, the rest was disappointing. The decor was outdated, storage was limited for a family of three, and there were only two sockets, which aren’t travel-plug friendly (a small extension lead is recommended). No English channels were available on the TV, the shower pressure was poor, and the pillows offered no support, causing neck pain. The mosquito screen was ripped, allowing bugs in, and there were no "do not disturb" signs. Wi-Fi in the room was practically nonexistent. Weddings held on-site caused loud music near our room until 11:30 PM. Bedding was supposed to be changed every three days, but it wasn't done until we requested it after a week. The floor was mopped only once during our entire two-week stay. Pools: We expected the Palace side to be quieter, but our first day at the La Papaya pool was anything but—blaring music started at 10 AM and continued for hours. The reps frequently adjusted the volume, making it anything but relaxing. The Trago pool, located between both hotels, was a much better option: peaceful, quiet, and never busy. The infinity pool on the Beach side was filthy, with visible green algae and murky water—clearly not maintained. Cleanliness: Cleanliness was a major concern. Apart from a staff member sweeping sand occasionally, there seemed to be no regular cleaning around the resort. The beach, pool areas, stairs, and corridors were consistently dirty, with sand, debris, dead insects, and food remnants. Water refill stations were unclean, and cockroaches were spotted near the pool, buffet, and snack bar. The buffet restaurant lacked basic hygiene—tables and placemats weren’t cleaned properly between uses. Staff often carried spray and paper towels but didn’t actually clean. The only consistently hardworking staff we saw were the gardeners. Beach: The beach itself offers beautiful views, and the sea is warm and usually calm—great for snorkeling. However, it's poorly maintained. Staff don’t tidy up the loungers or clear rubbish at the end of the day. Loungers closer to the water have no shade, and the hotel provides no umbrellas. Food & Drink: Food quality, selection, and hygiene were the worst we’ve encountered at any hotel. We became ill two days in, and after observing how the food was handled, it wasn’t surprising. Cold items like salads and cheese were left warm and wilted; hot food was barely lukewarm. Cross-contamination between meat and fish was common, and there were long queues due to understaffing at food stations. The Beach side snack bar was filthy, with cockroaches and poor food hygiene. The creperie was a disappointment—staff didn’t know how to make crepes, and what we eventually received was dry and inedible. The coffee shop rarely had juice, despite advertising it. The pizzeria was decent only when the pizza was fresh; cold food was again left to go warm. The drinks were subpar, with cheap substitutes for standard spirits and lukewarm fizzy drinks from malfunctioning dispensers. After three days, we decided to eat all our meals off-site to avoid further illness. TUI UK acknowledged the food and hygiene issues and offered compensation. Overall Impression: While the grounds and beach are naturally beautiful, they’re not maintained properly. The Palace side lacks peaceful spaces for relaxation—even the lobby had loud live music at night. TUI fails to mention that this hotel caters mostly to non-UK guests; during our stay, we saw only a few other Brits. If you have the option, we strongly suggest changing hotels.

The resort is absolutely beautiful, the people were so welcoming and kind; everyone always smiled at us. The nature was also absolutely stunning, everything was so green. The resort is super clean, everyone was always cleaning. We did have a few problems regarding the food the first few days of our arrival but we told the management our problem, and they seemed to have fixed the problem and the food, especially during dinner, was great. We also had a problem with our wifi in our room (#6522), the connection wasn’t good at all, the TV barely worked, but it started somewhat working near the end. Otherwise we had no complaints and had an absolutely amazing time here!

This hotel was part of a multi centre holiday booked with TUI and we spent 3 nights here. This hotel is a MUST visit! All the food was really flavoursome and great quality. As we only stayed for 3 nights; we could only make one reservation at one of the restaurants so we ate at Il Paco and this was easily one of the best restaurants I’ve eaten at. The only downside for me was there wasn’t much choice for me at breakfast (but this may be because I’m a fussy eater). The hotel itself is large with the most beautiful views of its gardens but also of the Caribbean Sea that borders it. There’s lots of little shops around this hotel and in Viva Dominicus Beach that you can roam around too including different bars like the tiki bar which did smoothies and a bar that does drinks in coconuts which were $6. The staff were all so friendly and helpful and provided a positive experience to the short stay. We didn’t see any of the entertainment but from what I saw on the app, there is plenty to do here! We even saw a variety of wildlife here that I’d never seen anywhere I’ve been before, including a monitor lizard roaming around but also a friendly manatee that come up towards the beach which we were told has been coming here for 10-15 years! There’s also boats and surf boards/paddle boards to rent on the beach which is always handy if you want to have that experience. This is my first time ever visiting the Dominican Republic and this hotel and it won’t be the last - stunning visit??

Thank you to Ray, Coqueto, Cali, Alex, Rocio, Quimey, and Lea for learning me everything on the trapecio! Amazing energy from all the team, it is a must visit when you are on the resort! I feel ready to work in the circus in the future :) xxxxxxxx

One of the worst resorts I've been to, most likely the worst in the Dominican Republic. The beach has been eroded to the point of making the entrance in the water a life threatening experience. The service is atrocious and the food is bad. There are no palapas, every time it rains your things will get soaked if you're not nearby. The entertainment is pathetic. Also why are Viva guards harassing the guests from the nearby resorts and not allowing them to walk on the beach -at the edge of the water- in front 9f thus resorts ?