TripAdvisor Traveler Rating

Dear all, I think it's important to know that this hotel manages to be top-tier mainly thanks to the people here! ?? The accommodation is excellent... large, clean rooms and top-notch security. In my opinion, it's definitely a 5-star hotel. While there is always room for improvement, I won't go into details here. ???? ?I want to give a heartfelt thank you to Santo in particular. He is a true professional, always available, and the kind of person who gets everything done—no matter how demanding you might be as a tourist! He is simply wonderful! ?Beyond that, I cannot leave out Luna, a highly skilled manager ready to handle any request and solve any existing problem! I also want to mention the entertainment team, the bartenders, and even the security staff. My utmost respect to you all! ???? ?About the hotel, I can tell you this: it's worth choosing for a truly relaxing vacation! I highly recommend the Premium package. ???? ?Thank you to everyone! And thanks again, Santo and Luna! ????

Check in is supposed to be a 3pm it’s been a hour and I still don’t have my room. Reservations for dinner count on my t on being at 7pm or later. Not impressed this far.

We were premium, Building 12, February 20 to 27, tropical side. Big resort, the only 2 hot meal we had was at the japanese restaurant and the arena sports bar. The grill we asked for filet mignon but it was not filet mignon. The italian we asked for butter for our breads and we only got 2 mini butters and were not aloud to get more. We had a butler and he was very attentive to the matter. Everybody we spoke to said the food is not hot and not enjoyable. The rooms we had to ask for facecloths everyday because they never left some when they cleaned our room. The pools are disgusting, not clean and no filters to clean out the pools. Too far of a walk to go to main lobby, especially for a person that has mobility problems. The employees were very nice and polite. Mini bar was filled lightly and we had to call reception for them to allow us to have more than 2 mini beers in our rooms. The powder milk only had 4 small envelops for coffee and tea. Overall i would rate this a 3.5 to 3.7 star hotel. My overall review would be at 6.2 because in our room we needed to ask for big towels as we would only get 1 or 2 of them. Room service not too excellent. We had to go see the cleaning lady to tell her we wanted facecloths and towels . Especially when you pay the big price to be premium i am not impressed at all. Won't be going back there tht's for sure

Average hotel. Premium guests have better facilities and areas off-limits to regular guests. Check-in took 2 hours. The room they gave us was horrendous and should never have been sold. It was falling apart and the shower flooded the bathroom. They did not hesitate to give us a better room. There are water bugs in ground floor rooms. The pool is dirty from leaves and plants and needs repair. It is not cleaned enough. Two pools you see in the ads are for Premium guests only and are well-maintained. The food is typical Dominican, just average, salty, and the menu didn’t change much. They reuse leftovers for the next meal. Do not eat salad or anything not peeled or cooked. I took medication, avoided foods, and I still got sick. So did others. There are a lot of salads, but if you eat safely there aren’t a lot of options. The labels on the food are not clear. Food gets dry under the heat lamps. Eat early. The bread is fresh, they make their own donuts, and the desserts are beautiful and delicious. The fruit is not ripe. They only serve coffee at breakfast. There’s a coffee shop with long lines. It’s worth the wait. Lines at bar are long and sometimes they forget what you ordered. Housekeeping is inconsistent. We had workers show up and tear the bathroom ceiling down without warning. There are no elevators. The balcony and lush gardens are very nice. It’s hard to get a seat at the pool. Palm trees block the sun in the afternoon on the beach. The beach is not as deep as it appears in the photos. The evening entertainment wasn’t bad, but it was way too loud. The hotel staff other than those at Reception or the entertainment crew, which happen to be very talented, do not speak English. Don’t accept an invitation from the Heritage Club. It’s a hard sell for 90 minutes to buy into their club. There is no yoga on the pier as advertised. For the same money I think I would have a better experience elsewhere.

Pros: Excellent resort security; very tight and controlled access. Well maintained grounds; generally very friendly staff; no pressure to tip. With Premium package, unlimited A La Carte advanced bookings. With Premium package, large rooms with pull-out sofa and tons of closet space when compared to non-Premium buildings. Daily sargassum clean up; mostly good wifi except at the beach. Cons: Extremely slow lobby bar service; deceptive reception practice of routing guests to timeshare/vacation club representative rather than registration desk upon arrival. Skip booking for food at the Sports Bar....worst food ever. The resort is undergoing major renovations and new construction, including work being completed in the evening. Way too much plastic waste via 500ml water bottles. The resort needs to move to a more sustainable model of offering water refill stations. Little variety and selection of fresh fruit. Beware of golf carts using pedestrian paths as speedways. Very poor communication when trying to get answers prior to your arrival.