TripAdvisor Traveler Rating

Absolutely appalling service at The Truck – and this is only our first day 16/9/26 @ 15:15 We are currently staying at Bahia Principe Explore Punta Cana, and this was our first visit to The Truck restaurant on our first full day here. I am not someone who complains for the sake of it, but the attitude of the young woman working behind the service counter was completely unacceptable. We placed our order on the screen: * 2 portions of fries * 2 portions of onion rings * 1 portion of buffalo wings * 1 portion of barbecue wings The food hall was virtually empty, so we found a table and had barely sat down before our order was showing as ready. When we went to collect it, both portions of fries had simply been piled together onto one plate, both portions of onion rings were together on another plate, and everything was absolutely freezing cold. There was also only one portion of chicken, despite us having ordered two. I pointed out that one portion of wings was missing. The member of staff immediately responded in an abrupt and angry manner in Spanish, clearly insisting that we had only ordered one. She then checked the order screen herself and discovered that, in fact, we had ordered two portions exactly as I had said. I do not speak Spanish, but I certainly do not need to be fluent in Spanish to recognise hostility, irritation and an appalling attitude towards a guest. I then told her that the onion rings were cold. This was apparently another inconvenience to her. She took them away and put them into some sort of heating appliance rather than replacing them with freshly prepared food. The whole experience gave the impression that food had already been sitting on plates waiting to be reheated and handed out, despite the restaurant being almost empty. Cold food can happen. An order can be made incorrectly. Those things can be rectified. What is completely unacceptable is being treated as though you are the problem for politely pointing out mistakes made by the restaurant. There was no apology, no friendliness, no attempt at customer service and certainly no welcoming attitude. For a hotel in the Bahia Principe group, this member of staff is a liability to the business and to the guest experience. Management seriously needs to address both the standard of food being served and, more importantly, the behaviour of staff dealing directly with customers. We are only at the beginning of our holiday, and to experience this level of hostility on our very first visit to this restaurant is extremely disappointing. Bahia Principe management: please take this seriously. Guests should not be spoken to or treated like this simply for expecting the food they ordered to be correct, hot and served with basic courtesy.

Just arrived home from a 2 week stay, Check in was efficient we checked in via the Bahia App 10 days before arrival much easier and saves time on arrival, book your resturant asap as we were only able to book 3. Wrist bands for rooms so no key cards which was great, welcome drink on arrival. Rooms we had a renovated room villa 9, very clean, spacious hair dryer shampoo contioner soap and body wash, frresh towels beds very comfortable, cleaned daily AC brilliant, mini fridge not stocked daily with pop and beers but water was left (i left tip weekly) coffee machine in the room, we had 2 problems with our toilet 1 flooded the room (clean water) but this was dealt with urgently. Pool, we stayed around the main pool, pool cleaned daily, enough sun beds even after 11am, pool towels available. Pool bar good but as its so busy with people sitting there hard to get served, Robinson the pool waiter was great. Beach, yes a lot of sea weed attempts to clear it daily but it was just too much, lots of sun beds. Food we felt no matter what time you visit the food is luke warm at best, we were normally first at the buffet although good choices and you can make a meal they need to sort the hot plates out. As mentioned above we were only able to book limited resturants due to no availbilty the Normad is a must. Entertainment, around the pool, schedules at night good. Karaoke bar was great, lobby bar the best service and for drinks. We have had a good time some staff are more plesant than others but when your dealing with that many people i feel it can take an affect on you, it deserves 3.5 review but can't click halves. The place is hugh very clean, tidy, can always get a buggy, just need to sort the food out. Shop prices are are mega some shops have no prices at all so charge what they feel. Airport transfer around 40 mins. Definitely visit Saona Island it was stunning ??, If you like snacks crisps etc bring them with you ??, take dollas not pesos, tip where you can everyone works mega hard, had a lovely break Dominican is beautiful just a little let down by the food heat but everything else was spot on xx

The only positive feedback is they have nice facilities, otherwise really bad experience. The staff is not friendly, very limited variety of food and fruits, limited nights to take advantage of the à la carte restaurants (which is not disclosed at the time of booking and the restaurants are not good either), there are no smoking designated areas, therefore people can smoke at the pool next to your kids. Do not recommend this hotel

Amazing experience with our group of 28! Beautiful resort. great food, tons of entertainment throughout the day and in the evenings. Carts always stopped to pick us up. Tons of choices at the buffet even for picky eaters, pescatarians and vegans in our group. Staff always went above and beyond for us!

Horrible resort with horrible customer service. The resort as a whole is a dump and they provide no services as described. If booking mistake they are horrible in making adjustment or alterations.