TripAdvisor Traveler Rating

I really want to give this 5 stars however a couple of things let the hotel down. First of all the good: 1) we stayed in the premium section and it was well worth it. The rooms are huge and the beds are comfortable. It was good to have access to the premium beach which was extremely clean with staff cleaning the natural seaweed each morning so that the sand stayed beautifully white. It is definitely the best section of the whole stretch of beach and we walked far! 2) the grounds are stunning and immaculate and the grounds maintenance work so hard to keep it looking amazing. The bird life was lovely to watch from our balcony as they swooped between the trees. 3) the selection of food is brilliant. Spanish, Mediterranean (I loved the French dishes), international buffet, Japanese (I don't normally like this food in the UK but this was an amazing showcase cooking experience and the beef &chicken stir fry tasted delicious), Italian overlooking the sea, a grill (delicious filet steak cooked to perfection). And Mexican. There was so much choice and everywhere tasted good. The Mexican was our least favourite but that's a personal choice. It was cooked and presented well. 4) room service is a mixed review, the app to order this states 10pm. We ordered at 9pm after getting in late from an excursion. We had problems ordering and after a few reception calls (who put me through to another number a few times) I was told as it's after 9pm they dont take orders. So we had to run to the buffet in our dirty clothing to get some food before it closed. The second time I ordered at 7pm (as my partner didn't want to eat so I thought I'd get room service for myself) . An hour went by and I chased via the reception, as our butler never answered our messages, in the end I was so hungry I went to the buffet at 8:45pm. it then turned up to the room at 9pm, two hours later. My partner text me to come back. On a positive though the food was delicious and a good portion. The brownie tasted amazing. 5) the location is brilliant as there are a couple of shops/local bars in walking distance and then in the opposite direction you can walk along the beach to souvenir shops and bars to drink at 6) the majority of staff were lovely. Some may not speak the best English (however I do think tourists should try to learn a bit of local lingo) but they all try to help (apart from our butler Jobrailyn). Particular shout outs to Dionis in the premium bar and Nelson who we saw daily on the beach who worked for the dive centre on site rather than the hotel. These guys don't get a wage unless they sell so please book a tour with them rather than go straight to the water sport reception on the beach. It's the same company but if you go direct the guys don't get any salary as it's commission only. Nelson was so kind to us and checked in on us daily. He should be a butler for the hotel, he spoke excellent English and had great customer service. 7) talking of butler service, I don't like to say negative things but our experience here was really disappointing especially when we saw the service others were getting. Starting from the beginning, when we arrived after a 3 hour drive to the airport and a 9.5 hour flight, it would have been nice to have been greeted by our butler and to have received a welcome drink and cooling towel, taken somewhere to sit down and check in. Instead we were told to stand on the side at the entrance (it was only 8pm and we arrived by private transfer). No one spoke much English and my Spanish is basic. I couldn't show my reservation information as it was online and I couldn't access the WiFi. Eventually a concierge came to help as he could see we were struggling, he put in his details on my phone so that I could get internet to show them my booking details. We were then taken in a buggy to any reception where they checked us in, but we didn't get offered a drink my partner went to the bar to get one, no explanation of the grounds, jow we get to places, what restaurants were open. We wasn't told about our access to a butler and how they do an orientation and other services. We got to our room, freshened up and tried to find our way to a place to eat as we were tired and hungry. We did get lost as the grounds are quite big and look similar in the dark with palm trees. It would have been nice, if like others, our butler had been there to greet us, and arrange to take us to a place to eat that evening before we got our bearings. The next morning, I went to the premium reception by the pool and asked if we should have been allocated a butler. I was told someone would be in touch that day. I chased this up twice as I didn't hear anything. I then went to the premium reception in the main entrance and they allocated us with Jobrailyn. I wish they hadn't. He basically if used is the whole holiday and did nothing for us. We spoke to other guests who had butlers and their butlers (which we pay for as part of the booking) booked the onsite restaurants, showed them around the hotel and grounds, told them about the area, decorated their room with petals and had wine and fruit out in there, sorted out taxis, text them more jbg and evening about what was on, how was their day visited them at the pool or beach and asked how could they help. Support in the check in and check out process, arranging a porter to pick up bags on the check out. We had none of this. Every time I sent Jobrailyn a WhatsApp I had a message saying he's not working and to call #1reception for help. I had to chase him daily to reply to my messages and he wouldnt answer the question, he didn't do anything for us. I had two generic texts over the fortnight saying what was in at the complex, it didn't even use my name. He wasn't helpful whatsoever. I had to navigate the hotel, how to book restaurants, where to visit, check in check out, take my own luggage on the last day (3 flights of stairs as there's no lift) myself. We asked daily for a bottle of sparkling wine to the room and it never arrived. We went to reception and they said it is through your butler. We told them we tried. Then they contacted him and he sorted it. He was terrible. I could give lots of examples but essentially the people we met could not believe the bad service we were getting. He never even met us on departure to say goodbye like the other butlers did. He made us feel like we had done something wrong or were not worthy. We came at this time as it was to celebrate our birthdays as it was in the middle of both and we thought upgrading to premium and having a butler would be a lovely treat. We also would have tipped very generously if he looked after us as I was in the hospitality industry for 8 years and I know how hard it can be. Overall this is a fantastic hotel, central, delicious food (could be a little hotter), beautiful grounds and beach area, so much going on with activities in the day and night, but chill out areas too, we would like to come back and we do recommend it, but the butler really let us down and we were looking forward to being spoilt a little with someone to organise and book things for us and maybe decorate the room. I think if we return we will ask for someone else. Two couples we met had George and they loved him.he did such a lot for them and always checked in to see how they were.

Realy good hotel . The best service we have a real nice room bar in the room with every day beer coke sprite and water. Staff is very helpful.

Genely made our 3rd year a great time! Such a sweet girl. Genuine heart of gold! From the beach to the pool she was there to help and turn our experience into a fun time! We love this resort and can’t wait to see her and everyone again next year ??

It has been an excellent experience here at the resort. We traveled with our 7 and 1 year old and the amenities for them have been wonderful. They have activities every day for adults and kids and are so inclusive to the children. From foam pool parties to dart games and water aerobics, we have been busy all week and loving it! Genely Has been one of our activity guides and she has been very good with us! Yesterday they painted hats. We enjoy the meals and the food has been good at the restaurants, although sometimes not hot when the meals are served. The drink selection has been great. The room is clean and they clean them daily with fresh towels.

Well what can I say about impressive punta Cana On first impressions I was not that impressed with the place First check in took too long as there was a queue and not a lot of staff on & having traveled from UK on a 9.5 hour flight and transfer it’s the last thing you need. Our room 11125 was lower garden view in block 11 I found this room very dated although it was clean & it was in the perfect location to the beach it had 2 large beds & a large TV in the room the beds were very comfortable. The main restaurant was all ok, I did not find the food cold at all despite the reviews I read prior to going I always found something to eat at breakfast and lunch times we only ate one night at dinner & it was always absolutely fine. The al a carte restaurants were ok my favourite was tapas. We also ate out 2 nights of our 10 night holiday to an Indian restaurant which was a 5 min walk. The beach wow it was absolutely stunning and it was where we chose to spend most days absolutely beautiful, the beach bar was always busy with long queues however LUX was our fav beach bar server and would always come round our lounger and offer us service from the many frozen cocktails and beers we ordered, she works very hard as do the others but she has an infectious personality and is very friendly. Pools throughout the complex could absolutely be doing with a full renovation from the cracks in pool wall to the swim up pool bar that was so dingy with water that always had debris in it not only from the many trees n plants shedding leaves but the pool surface is actually disintegrated n flaking away all over it this is why we chose to stay at the beach It actually made me feel dirty in that water & I could not wait to get out when at the pool party which was really good fun. The pools in this complex are the worst I’ve ever seen in any holiday I’ve ever been. The grounds of the hotel are immaculate and very well maintained the staff from green keepers housekeeping bar staff restaurant & entertainment were all a credit to the hotel and actually made our holiday especially Slaine in the lobby bar she is so friendly and works so hard at making you feel welcome & drinks are topped up and served with a smile. Sports bar was also one of our favourite places in the complex always made to feel very welcome and service was fantastic. The location of the hotel was fabulous with a supermarket and bars and many restaurants in the immediate area which is very safe to walk around in, I enjoyed this as it’s nice to leave the facility. Even with the dated rooms & pools this holiday was one we will never forget & would love to visit again if pools were sorted to decent standard and the room were upgraded this would be a fantastic resort