We arrived at Moon Palace Punta Cana just 4 hours ago, and the level of incompetence and disorganization is unlike anything I have ever experienced at a 5-star hotel. Here is how our first few hours went: Double-Charged at Check-In: After waiting in long lines, the front desk insisted I pay for our booking. After noticing other guests around me complaining about the same issue, I checked my credit card statement—only to find I had already been charged in full. Resolving their billing mistake took 30 minutes. Furthermore, despite taking all of our passports, no one noted or acknowledged that it was my wife’s birthday the following day. Zero Wayfinding / No Escort: We were given no orientation or assistance finding our room, and the resort grounds are impossible to navigate. The only saving grace was a very kind bellman who eventually stepped in and helped us find our way. Dirty Facilities: Upon entering the room, my wife went to use the shower, only to find it was dirty and covered in hair. We had to wait to get it re-cleaned. Unacceptable Delay for Infant Crib (1:00 AM and still waiting): As indicated on our reservation, we are traveling with a 6-month-old baby who needs a crib. The room was not prepared with one. I have been calling the front desk, room service, and guest services for over 3 hours. Every time, I am brushed off with "it's on the way." It is now 1:00 AM, our baby cannot sleep, and no one seems capable of actually solving the problem. This has been a completely chaotic, exhausting, and disappointing start to what was supposed to be a special birthday celebration. Curious to see how the rest of the stay goes and if this crib ever actually arrives, but as of right now, I strongly advise travelers—especially families—to look elsewhere.

Le Jiraf was amazing! We were unsure of bringing our kids, but there were plenty of kid friendly options. We ALL loved the food and the service was top notch! Would highly recommend! 100% get the crème brûlée