TripAdvisor Traveler Rating

My husband and I were married at the Melia Caribe in 2016, we returned this year for our 10 year anniversary. This resort stood out in our minds as the nicest (both actual grounds and service) we had ever received. Wow is that not the case anymore. While the Melia holds a lot of sentiment for us due to our wedding being there we will NEVER return. We went for 8 nights and booked 2 rooms at the Melia, 1 for my husband and I and 1 for my mom and our 1.5 year old son. The air conditioning did not work in our room. It was 27° C (about 80° f) for 4 days. Every day we made multiple requests for maintenance to look at the ac. These were either ignored by staff from us or ignored from their staff even when it was coming from guest services. Finally by the 4th day the one and only guest services staff that was helpful got permission to move us. This required us moving both our room and my moms as we were moved to Paradisus from Melia. That process took almost 4 hours and was met with repeated lack of knowledge of the situation from both staff at Melia & staff at Paradisus. Reservations for dinner only can be made in person 2 days ahead from 8-4 physically in the lobby, At the Paradisus the concierge can request a reservation for you outside of the 8-4 hours but can’t confirm and do not actually follow up. They ask about food allergies but don’t actually make sure they don’t give you something with your allergen. My husband was served food he is allergic to on 2 occasions (once a desert with hazelnut at Melia and once an appetizer with shrimp at Paradisus). Floors dirty on check in (my white socks were filthy) both at the Melia in my mom’s room and again in my room at Paradisus. It took multiple requests for house keeping to actually get them cleaned. Can’t stay in kids play area with child, only option is to leave your child alone so unless you are wanting to do that there is zero indoor play space to give them a break from the heat and being in the sun. Room service not included at Meliá unless you’re staying in the Level (which you cannot do with kids). Room service slow at Paradisus when they actually delivered (Took over an hour and a half) but several times they just did not reply to orders or fill them period. Even just attempting to get milk for the baby required 6 separate requests via WhatsApp and in person the first day at Paradisus. The “train” (golf cart) that runs to take you to the beach, pool etc was so unreliable at the Melia and not frequent enough at the Paradisus either. I don’t mind walking but these properties are quite large and my mother is disabled and had our toddler with her much of the time. The lack of these made it very difficult for her to get around with him. We surprised my mom and booked an appt at Melia before they moved us to Paradisius. They then weren’t able to move the appt to the new hotel so she had to go all the way back to the Melia. We arranged a golf cart to pick her up and bring her back with the concierge (she is unable to speak due to her disability). We verified no less than 3 times the pick up and drop off and that they would take her directly to the spa. They did not. They dropped her off at the Melia main lobby and it is a very far distance to the spa from there. They then failed to pick her up altogether. I had to leave my child and husband to physically come to Paradisus lobby to get them to pick her up as no one would reply via the concierge messaging. The long story short is they had zero follow through, you had to ask 1/2 dozen plus times for any one thing and at least 50+% of the time it still didn’t happen. The staff acts like they hate their jobs and they would rather socialize than actually do their jobs. Utter disappointment as a company overall and we will not be customers of them again.

Our family stay at Meliá Caribe Beach Resort in Punta Cana was absolutely incredible. The resort grounds are stunning, featuring beautifully manicured tropical gardens that lead right onto the breathtaking white sands of Playa Bávaro. The kids had the time of their life at the Splash Island water park and the interactive Kidsdom, which gave the adults some well-deserved downtime by the massive main pools. We loved the variety at the international dinner buffets, and grabbing fresh lunch by the beach at Tartufo was a daily highlight. The staff went above and beyond to make us feel welcome everywhere we went. It is an amazing, high-energy property for families looking for the ultimate Caribbean getaway!

Great service and the personal was very professional and very nice

We had an excellent 9 nights at this hotel, we & our kids (10&5yrs old) loved it! Beautiful grounds, kept very clean, right on beach (also kept very clean) & nice selection of pools & kids splash park/slides. Fun republic was great for different kids activities in the evening. The hotel entertainment was also very good, especially Michael Jackson tribute & circus show. The massage at the spa was very relaxing. We had a concierge Nadege who was lovely & looked after us well. We enjoyed the food & great to have choice of different restaurants to eat at. We would highly recommend this hotel & definitely return!

Just back from 14 nights and so glad to be home as myself and wife did not have a great experience at this so called 5 star resort. When we arrived we were asked if we wanted to upgrade for nearly $500, being promised of a better more luxurious room, jacuzzi style bath nearby the pool and ocean which we decided to go ahead with but when we got to the room we were met with a room from hell, the damp smell greeted us the things got worse, the broken toilet seat, broken lamp shade, broken drawer, broken iron, picture hanging off the wall, ants constantly crawling the walls, blood on the wall and then finally while looking for a plug socket I found insect eggs on the socket so we headed back to reception and got a room change that evening but room 2 was only slightly better as bathroom door wouldn't close properly or even lock, we had to put towels up against doors to stop it from opening , then every now and then the toilet wouldn't flush so we had to manually fill the cistern up with water but too he honest we couldn't be bothered with the room change again and the stress of complaining but following evening during a heavy rain storm we decided to stay in and take advantage of the jacuzzi bath, after all we paid for this on our upgrade and it didnt work, so we just felt robbed and angry. Too make things worse my wife fell ill during the holiday a day or 2 later and now the bathroom became an issue, she needed the toilet door to close properly and lock and also the flusher to lock so now we had to raise a complaint and nothing was getting done. I took the complaint to our Tui rep and still nothing so constantly having to chase up my complaint for a day or 2 and then eventually when I did get somewhere I had to go to guest services and fill out paperwork and send them over all my video and photo evidence from both rooms. I was told I would find out the outcome by 5pm that night, but by 10pm I went chasing again looking for answers only to be told ill find out tomorrow, by now my patience is running low. We were promised by guest services that we would get some sort of compensation as they had also agreed it was a bit unfair but following day we eventually met a supervisor who came out with an attitude and told us straight away, NO we aren't getting anything and to basically go away ! We demanded an email address for melia international and asked why we have been told this and she says she will send me an email with all details, that was a week ago and still no email, all what's app messages now im back home in the UK being ignored from the melia Guest services. This complaint isn't over, we have sent emails with our evidence and statements to Tui and Melia International as well as ministry of tourism. Its such a shame as well because the Melia has so much potential, apart from the complaints its such a beautiful well kept place, great pool and beach, some but not all staff (mainly the casino staff) are great but it would be better if you looked after your guest and rooms the same way.