TripAdvisor Traveler Rating

Arrived on Monday after a very long flight and directed to the wrong check in despite telling the front lobby Marshalls that we were premium Waited 35mins in booking to be told you need to be in another part of the hotel for premium check in. Once there waited to be told the room we had booked was not available. I had emailed the hotel 10 days prior to request and had received an email back confirming it was done. I had requested two beds the room they had was apparently an upgrade with a jacuzzi but no second bed!! That doesn’t work if all of us can’t sleep!! Arrive at the room they make up a sofa with no pillows ring 0 from the room told yes they’ll come straight away no one came I ended up finding the linen cupboard myself and made up some pillows Got into the bathroom only to find the so called jacuzzi upgrade full of red ants I have taken a video We couldn’t use the bathroom in our room so in the morning had to go to the buffet area bathrooms Was told they would change the room on the 2nd day but I had to check out of the ant infested room by 11am and the new room would not be ready till 3pm In to the new room and the telephone doesn’t work so no chance of ringing for anything Reported via the app and got a reply 2hrs later engineers turned up and said he would be back in 15mins to exchange the non working telephone this was at 22:15pm when he had woken the children and me from our sleep we waited 45mins no one turned up The engineer then turned up again the next morning after I reported on the app that I wanted to speak with senior management but again without a replacement telephone or knowing what he was there for reported to management who offered me a massage as compensation which I didn’t take as I’m not after a free bee but just for what I paid for I explained to the management that this is the first holiday that my children are having after their father/my husband passed away and it was to make it special for them but it almost felt like it fell on deaf ears. So far nothing has been done and I’ll be writing to BA too as they are affiliated with the hotel and my booking was through them. After saving and paying so much for a so called premium holiday I’m disappointed is an understatement. (On a separate note if you are vegetarian you will struggle for food at this hotel!!)

First visit to Dominican Republic and it did not disappoint. There were a few negatives but those did not stop us having a good holiday. We travelled with Tui and upgraded to Premium on check in. Check in was quick and easy and we were brought to our room in the buggy. We were allocated Block 25 on the top floor, Special mention to our chambermaid (didn't catch her name) she was so welcoming and friendly each day we saw her. Our experiences in the restaurants was mostly positive. Japanese, Grill and Tapas were our favourite choices; food was always good here. La Magna was delicious for breakfast and just average at evening time. The service in the Mexican was poor, we found in this restaurant that if you didn't speak Spanish the staff were not interested. We left after our main course feeling very unwelcome, we reported this to our butler but did not hear anything back from him. We only ate in the Olive Tree once but I think we made the wrong food choices. I have to give special mention to the girls in the Premium section of the main buffet, Esparenza in particular was a lovely, friendly and welcoming girl. Every morning she brought our drinks knowing exactly what we wanted. There was another girl who worked alongside her and she was extremely helpful also. We did have an issue during our second week with the air conditioning which stopped working. This was reported four times before it was investigated. We were told it was fixed but it wasn't. This left the room extremely uncomfortable to dress and sleep in. We did eventually move rooms but this was two days before we left. Wasn't ideal but we were happy to be in a room with AC that worked. There was seaweed on the beach but the staff did do their best to clear, it seemed to be a thankless task. Unfortunately that was the time of the year we travelled and Mother Nature!! We booked a trip to Saona Island with TUI rep and had a brilliant day, definitely a highlight of the holiday - no other words only Paradise! All in all we had a great holiday but I do agree with other reviews that if you don't speak Spanish you are treated differently. Spanish speaking guests were definitely given preferencial treatment at the bars. We did try with the basic words and that seemed to be appreciated. We will definitely return to Dominican Republic.

I go to Cancun or Los Cabos every year, and this time I decided to try Punta Cana. I booked Impressive Premium, expecting a smooth experience. Big mistake. Check-in took 1.5 hours with only five people ahead of me. Staff everywhere, but none helping — they were too busy trying to sell timeshares. When you’re tired and just want to rest, that’s the last thing you want. Restaurants? A joke. You make reservations through a “mayordomo,” but every restaurant gives you two dishes to choose from, no menu, no variety. After three days we discovered the main buffet, which had more options than all the restaurants combined. Service was the worst part. Slow, careless, and untrained. If you don’t ask, you’ll wait 10–15 minutes for a drink. In Mexico, they take your plates in seconds and treat you like a guest. Here, everyone says “not my job.” Food: mediocre. Internet: works sometimes. Power outages: two nights. Beach: full of sargassum, no blue water. Honestly, the staff attitude ruined the whole stay. Next year, we’re going back to Mexico.

Very good had no complaints, Jose was great

We stayed at the impressive premium resort and it was close to the airport (30ish) which was a plus. We were greeted in the premium lounge with drinks as we set up our stay. We met our lovely guide for the week Jose! he was amazing and went above and beyond right from the beginning. He helped us plan our dinner for our entire stay as well as explain all the amenities and what we had access to. He was very resourceful and always replied in a timely manner through text. The resort was very spacious and beautiful. There were multiple pools and restaurants spread all throughout the resort. The premium pool bar was phenomenal and hosted activities throughout the day on our stay. Our room was nice and spacious, it included a his and hers shower and sink setup with an amazing view of the pool and resort. Moving on to the food, it was subpar to say the least. Although there were multiple restaurants to chose from the food was of the same average quality. Overall our experience was great and the staff was very friendly and helpful. We would come back to this resort and we recommend upgrading to the Premium package.