TripAdvisor Traveler Rating

Came to this resort for our wedding anniversary and unfortunately it was a very disappointing experience. Check-in took almost 3 hours!! which is simply unbelievable after a long trip. The room felt very dated , not clean during our 9-day stay it was cleaned only twice ! Towels were rarely changed and the fridge was never restocked properly.Service overall was extremely poor, and communication was difficult since very few staff members spoke English. It also felt like Spanish-speaking guests received noticeably better treatment. Sadly, many employees seemed more focused on receiving tips than actually providing good service. Hospitality was almost nonexistent. On the positive side, the grounds are beautiful and the resort definitely has the potential to be amazing. However, without better management and more attentive staff, that potential is being wasted. Save your money and choose a different resort!

I don’t usually write emotional reviews, but this trip left me genuinely heartbroken. We traveled to Catalonia Punta Cana to celebrate my mom’s 60th birthday — a milestone she’s been looking forward to for years. I wanted this to be a beautiful memory for her. Instead, it became something we’re trying hard to forget. From the moment we arrived, the lack of care and warmth from the staff was obvious. I had arranged ahead of time for her room to be decorated — something small, something special, something to make her feel celebrated. But when we opened the door, there was nothing. No balloons, no note, no acknowledgment. Just a plain room. Watching her face fall like that is something I won’t forget. And the room itself… it was moldy, musty, and clearly not cleaned properly. We paid for a Privileged Suite, but it felt neglected and uncomfortable. Housekeeping barely came, and when they did, it was rushed and incomplete. Towels missing, floors dirty, basic items not replaced. It felt like we didn’t matter. The buffet food was disappointing, bland, and often cold. Even the outdoor seating felt dirty and uncared for. We spent so much money hoping for a relaxing, joyful experience, but instead we found ourselves frustrated and let down at every turn. The alcohol was terrible, even in the Privileged bar. We expected at least decent brands, but everything tasted cheap and watered down. The “privileged” service we paid extra for was almost nonexistent. What hurts the most is that this wasn’t just a vacation — it was my mom’s 60th birthday. A moment you only get once. I wanted her to feel special, appreciated, celebrated. Instead, we felt ignored, disappointed, and honestly, cheated. Catalonia Punta Cana took what should have been a beautiful memory and turned it into a stressful, emotional experience. I truly hope they take this seriously, because no family should have to feel this way on such an important occasion.

Had an amazing and welcoming experience, I want to give a special thanks to Lisette and Ricardo from ayami restaurant who made our stay more joyful and unforgettable. Lifetime memories made, thank you.

Serious Concerns Regarding Customer Service and Overall Guest Experience Dear Resort Management, I am writing to express my deep disappointment regarding my recent stay in the Romantic Suite, Building #8. While your property looks impressive from the outside and the grounds are beautiful, the actual guest experience was far below expectations and certainly not reflective of the standards your resort promotes. The biggest issue throughout my stay was the complete lack of professional customer service. Unfortunately, it often felt as though many staff members were more focused on tips than on providing genuine hospitality and guest care. Service should come first, not only when gratuities are expected. My experience began with an unacceptable three-hour wait to check in. In addition, my room number was changed three times — from 823, to 827, and finally to 815 — despite the fact that we had booked a Romantic Suite. After a long journey, this immediately created frustration and disappointment. What made matters worse was the lack of communication, organization, and urgency from staff throughout the process. Once checked in, basic amenities that should have been prepared from the beginning — including towels, water, and umbrellas — were either missing or required repeated requests. Instead of feeling welcomed and cared for, I constantly found myself chasing staff for necessities that should have already been in place. Housekeeping service was equally disappointing. During a nine-night stay, my room was cleaned only once. I frequently saw a lot of activity in the stairways and hallways, but very little actual attention given to room cleaning. I was not expecting any special treatment — only basic service such as restocking essentials, changing towels when needed, and maintaining the room properly. I consistently used the door hanger to indicate that I was out of the room and requesting housekeeping service, yet nobody came. When I finally contacted customer service to address the issue, someone was sent to clean the room at 10:30 PM. This was extremely surprising and highly inappropriate timing for housekeeping service. It left me wondering why regular cleaning staff were not available during normal daytime hours. Basic housekeeping should not require repeated requests from guests, especially when I was consistently tipping staff for services provided. At one point, I genuinely found myself asking what I was doing wrong as a guest to receive such poor attention and service. In addition, after three days, we experienced water leaking from the ceiling due to air-conditioning condensation. While this should have been treated as a priority maintenance issue, the response lacked professionalism and urgency. From my observation, maintenance staff often appeared more occupied driving around on bikes than addressing guest concerns efficiently. What is most concerning is that many issues seemed to be addressed only after complaints were made, with staff attempting to correct or “cover up” problems afterward instead of providing proper, proactive service from the start. Lastly, after nine nights at the resort, I called the front desk to arrange Bell Boy service for my departure. I was told that I had called “too early” and needed to call back only five minutes before I actually required assistance. In my experience at other resorts, this service can easily be arranged in advance so that luggage is ready while guests enjoy their final hours on the property without inconvenience. Instead, I was left feeling that even a simple customer service request could not be accommodated properly. In the end, I decided to bring my bags to the lobby myself. This entire experience reflects a much larger management problem from top to bottom. Your resort has potential because the property itself is attractive, but without strong leadership, accountability, staff training, and proper customer service standards, everything else begins to fall apart — and unfortunately, that already seems to be happening. I came to your resort hoping to find a place where I could relax, feel valued, and return again in the future. Sadly, this experience left the opposite impression. Despite the appearance of a luxury property, the actual level of service felt closer to a 3-star experience. I sincerely hope management takes this feedback seriously and invests in improving staff training, guest relations, housekeeping standards, and overall operational management. Without meaningful improvements in customer service, the resort’s reputation will continue to suffer regardless of how beautiful the property may appear. Unfortunately, based on my experience, I will not be returning. Sincerely, Vitali M

I will start by saying that the hotel itself is lovely and the grounds are like paradise. They really stress a peaceful, serenity atmosphere. The beach is fabulous with lots of palapas and chairs. The pool is huge and very well kept. There are always plenty of activities and fun thanks to the awesome animation team. Never a dull moment. Unfortunately our return to the Catalonia got off to a bad start due to miscommunication and a language barrier. It was all resolved when Guest Services staff member José Alberto noticed that I was having a minor medical episode due to all the stress the situation was causing. He resolved the issue immediately. He contacted his supervisor Miss Kally and front desk managers Senhoras Dislany and Gisele and within minutes all was corrected after a 41/2 hour standoff. If it wasn't for José Alberto we would have gone to another hotel, and would never have returned. I feel that José Alberto should be recognized by Catalonia Hotels as an outstanding employee who really cares about the guests, and goes beyond, by checking in on me once in a while to make sure my husband and I were enjoying our stay. I suffer from asthma and had constant AC issues in our room. Again, between José Alberto and Ricky (front desk), maintenance was always very quick to respond. That's it for the negative stuff. Almost forgot Anny and student Maria Altagracia who always had a smile and said hello. Miss our wonderful maid Mariliv (building 22) who took such good care of us. Always friendly, polite, and inquiring about our needs. Then there's Kenia, our Hostess in the dinning room. At times the lineup was crazy long to get in, but she always made it fun, and time flew by quickly. This lady has an incredible talent with people. She should be working in Public Relations. All the servers were very friendly and polite, but not always efficient, but I think its because they weren't properly trained. Outstanding servers (that took great care of us) were Maria, Isreal, Juan, Alvin, and Santos. At the Pure Beach bar Isreal, Maria and supervisor Menffys always had us laughing and enjoying our incredibly delicious drinks. Shoutout to our bellmen Oscar, José, Leonardo and Victor. What an incredible team. Miss you guys. All in all, I can say that eventhough there were issues, every staff member we met, represented the Catalonia in an exceptional well manner. Shout out to our awesome AirCanada Rep "Bladimy" We will continue to be return clients. See you soon. ???? ?? ???? M.S.G & V. P. April 16-23 2026 Tried to upload pictures, but won't work.