TripAdvisor Traveler Rating

Exceptional Service Thanks to Javier, Our ButlerMy family and I had a wonderful stay in Punta Cana, and what truly elevated our experience was the outstanding service provided by Javier, our butler. From the moment we arrived, he made everything effortless, organized, and stress-free.Javier took care of all our restaurant reservations, ensuring we had great dining times even on busy nights. When we realized that the air conditioning in our first room wasn’t working properly, he immediately stepped in and arranged a smooth room change without any inconvenience to us.He also helped us coordinate our tours, explained the options clearly, and made sure everything was confirmed. On the day of our excursions, he checked in with us to ensure we were ready and had everything we needed. Even on our departure day, he arranged the pickup of our luggage, making the whole process easy and comfortable.What impressed us most was his attentiveness, kindness, and professionalism. Javier was always just a message away, responding quickly and making sure every detail of our stay was perfect. Thanks to him, we felt truly cared for and relaxed throughout our vacation.If you’re staying at this resort, I highly recommend requesting Javier the Butler. He made our trip unforgettable.

Unfortunately, our last day at Grand Bavaro Princess became the final reason why we will most likely not return again. We came to this resort for the second time because we had a good overall impression from our first visit. However, the way our departure was handled left a very negative final impression. The day before check-out, I requested the Bellboy service to pick up our luggage from the room. We waited outside in the hot sun for about 15 minutes, but nobody came. In the end, we had no choice but to take our luggage ourselves and walk to the reception under the strong sun. When we arrived at the reception, our airport transfer was already waiting for us. I explained my disappointment with the Bellboy service and the situation to the front desk staff. Unfortunately, the response was simply a shrug — no apology, no explanation, and no attempt to address the issue. Small details like this make a big difference, especially at a resort that positions itself as a high-quality vacation destination. A guest’s last experience is often what they remember the most, and unfortunately, this was not the way we expected to finish our stay. Grand Bavaro Princess has many positive aspects, and that is why we returned for a second time. However, after this experience and the other issues we encountered during our stay, we will likely choose another resort for our future vacations.

We chose Grand Bavaro Princess for the second time because, overall, we like this hotel and we believe it has a lot of potential. The resort is beautiful, the location is great, and many aspects of our stay were enjoyable. However, this visit also came with several disappointments that should be addressed. Unfortunately, our room had some maintenance issues. During rainy weather, the bathroom ceiling was leaking, which clearly indicates that the roof requires attention and renovation. The safe in the room was also not working properly. These are details that should be taken care of, especially for a resort of this level. The à la carte restaurants were once again disappointing. We decided to give them another chance, but unfortunately the experience was below expectations. The service was average, and the menu options could be improved. After one of the à la carte dinners, we actually decided to go to the main buffet instead because the overall experience was better. Another point we noticed was a difference in service between Spanish-speaking guests and English-speaking guests. It was not something openly expressed, but there were moments when Spanish-speaking guests seemed to receive attention and service first. This creates an uncomfortable feeling for international guests who do not speak Spanish or who are not from Latin America. We still appreciate many things about Grand Bavaro Princess, and that is why we returned for a second visit. However, improvements in maintenance, restaurant quality, and consistency of service would make the experience much better and help the hotel reach the level that guests expect.

Not the 5-Star Experience We Paid For My husband and I have been traveling for approximately 23 years and have visited many countries and resorts around the world. For my husband's birthday, we decided to return to the Grand Bavaro Princess in Punta Cana, a resort we had enjoyed about 15 years ago. We had read that the property had undergone renovations and were excited to see the changes. Unfortunately, our experience was extremely disappointing from the moment we arrived. Upon check-in, we were escorted to our room and immediately noticed that the air conditioning was not working. We attempted to call reception, only to discover that the phone in our room was also not functioning. Since this is a very large resort, we had to walk back to the lobby to report the issue. It was there that we learned the entire resort was without air conditioning and that it was expected to be restored the following day. This information should have been communicated to guests during check-in. The following day, the air conditioning was still not functioning. When we returned to the lobby, we saw several families who had dragged their mattresses into the lobby area because the heat in their rooms was unbearable. They were attempting to find relief under the ceiling fans. It was shocking and disappointing to witness. The air conditioning was finally restored around 3:00 p.m. that day. Prior to our arrival, I had arranged through Guest Services to have a special birthday surprise set up in our room for my husband's birthday. I was assured it would be completed by 10:00 a.m. On his birthday, I returned to our room at approximately 1:00 p.m. and found that nothing had been done. Once again, because our room phone was not working, I had to walk to the lobby. I was told someone would take care of it immediately. In the end, only a few balloons were provided, and the requested champagne was never delivered. Our room door and lock created ongoing problems throughout our stay. The door frequently failed to close properly, sometimes would not lock, and on one occasion we were completely locked out of our room. Maintenance repaired the issue multiple times, yet the problem continued. At no point did anyone seem to treat these repeated security concerns with any urgency. On our final full day, the air conditioning stopped working again. Maintenance claimed it had been fixed, but the room never cooled down. As a result, I developed a severe migraine because I was unable to regulate my body temperature in the excessive heat. To address the ongoing air conditioning issues, we were eventually transferred to another room. Initially, we were relieved because the air conditioning in the new room was working. However, that relief was short-lived. We were placed directly beside the beach where a White Party was being held, with loud music blasting well past midnight. By that point, I was already suffering from a severe migraine, and the last thing I needed was to be relocated to one of the noisiest areas of the resort. The lack of thought and consideration that went into this room assignment was mind-boggling. It seemed that no one took the time to consider our circumstances before moving us. Additional issues included housekeeping failing to replace towels, garbage not being removed from the room, and repeated delays in addressing maintenance concerns. Communication was also extremely difficult. I understand that we are visiting another country, and I do not expect everyone to speak English fluently. However, at a resort that caters heavily to international tourists, there should be enough English-speaking staff available to effectively address guest concerns. Too often we were simply brushed off and told to go to Guest Services, where promises were made but rarely followed through in a timely manner. Another concern was the safety of the walkways throughout the resort. While there are pathways designed for guests to move around the property, they are constantly shared with trolleys, delivery trucks, maintenance vehicles, and motorized scooters. As a result, guests are repeatedly forced off the pathways to make way for traffic. This happened so frequently that it became frustrating and, at times, concerning. On several occasions, vehicles came uncomfortably close to us, and it often felt as though pedestrians were an afterthought. A resort should prioritize the safety and comfort of its guests, and unfortunately that was not our experience. What makes this experience even more frustrating is that both my husband and I work in the service industry. We understand that unexpected issues can happen, whether it's maintenance failures, staffing challenges, or operational problems. What matters is how those issues are communicated and handled. Throughout our stay, it became clear that this was not simply a maintenance issue—it was a management issue. At every turn, we were met with the same response: "Sorry for the inconvenience." While an apology is appreciated, it means very little when there is no urgency, follow-through, or effort to make things right. Promises were repeatedly made but not kept, and concerns that should have been addressed immediately often required multiple trips to the lobby and repeated follow-ups. We know what good customer service looks like because we provide it every day in our own careers. Good customer service is proactive communication, accountability, and taking ownership of problems until they are resolved. Unfortunately, that was not our experience at the Grand Bavaro Princess. What is most frustrating is that we spent a significant portion of our vacation walking back and forth to the lobby, reporting issues, waiting for repairs, and following up on requests that should have been handled the first time. Our final day was largely wasted sitting in our room waiting for maintenance and service staff. After nearly 23 years of travel, my husband and I rarely feel compelled to leave negative reviews. We understand that no vacation is perfect and that issues can arise anywhere. We are generally patient, reasonable travelers who prefer to focus on the positive aspects of our trips. However, this experience pushed our patience to its breaking point. Perhaps the most disappointing outcome of this trip is that it has completely changed our perception of the Princess brand. While we understand that one couple's decision may not significantly impact a large company, we are loyal travelers who frequently share recommendations and travel experiences with family, friends, and fellow travelers. Unfortunately, based on our experience at the Grand Bavaro Princess, we can no longer recommend this resort and will not be booking with the Princess chain again in the future. We paid for a relaxing vacation and a special birthday celebration, but instead experienced stress, frustration, and disappointment. While the Grand Bavaro Princess may advertise itself as a 5-star resort, our experience was nowhere near 5-star service. Renovations may improve appearances, but they do not matter if the operational and customer service issues remain unresolved. A five-star resort should deliver more than renovated buildings and attractive grounds. It should provide a level of service that makes guests feel valued and cared for. Sadly, that level of service was completely absent during our stay. The Grand Bavaro Princess needs to do better.

I’ve spent 11 days in Grand Bavaro Princess resort and in general, I was quite happy with it. I payed extra 325$ to be right on the beach which was a great idea, since the resort is very big. I could eat my breakfast and lunch in a dining room situated 3 min walking from my room. The food was generally good and there was a good variety of it. Dinner buffet was quite good too. When I landed in Punta Cana airport, both immigration and customs were very quick, and there was no need to pay for VIP access, as long as you have your online registration with Dominican immigration. There was a taxi stand there and I did pay 35$ for my private transportation to my hotel. Everything was hassle free. The only thing I regret is to pay for my eSIM card issued by Airalo online. I’m warning everyone not to do it. Their service is useless and doesn’t work there. It’s better to arrange your mobile connection at the airport in Punta Cana, and WiFi in the hotel worked quite well so there was no need to spend extra money. Airalo is truly a waste of money. There are many different restaurants in the resort, however, for me the buffet was quite enough. I’m an avid scuba diver and arranged all my diving around Catalina Island and Saona Island with Seapro at the resort. They were very good at it. My guy who restocked minibar and my housekeeper were both great. Guest services were OK, and it’s better to use general 0 numbers on your intercom, then call guest services. The only disappointment was laundry service cause it took them a VERY long time to pick up my laundry. My exit was very quick, and my bellman even called my private taxi for me so I wouldn’t even wait for it. The resort has very well maintained grounds with ducks, peacocks, egrets, and cranes. Dominican music nights were great.