TripAdvisor Traveler Rating

If could give a 0 star review I would. Customer service was non existent. Food was TERRIBLE, we tried all the options trying to find something eatable, until we reached the conclusion it was best to eat bananas and donuts during day, and wait until night time at to eat at the Italian restaurant since it was the only place where food was decent. The water park needs maintenance and the rooms need it too. Characters sightings was the only thing making things bearable.

My wife and I saved for two years to afford this family holiday, expecting a memorable experience for ourselves and our children. Unfortunately, our stay has been extremely disappointing from the moment we arrived. We were allocated a room that was damp and showed clear signs of mould. This was particularly concerning given that we were travelling with our one-year-old baby. During our stay, our baby became unwell after eating food provided at the resort’s restaurants, causing us significant distress and concern. The quality of the dining experience throughout the resort was also far below expectations. We were initially informed that we could not access the Italian restaurant, only to later be told that we could. While the Italian restaurant was somewhat better than the other dining options, it still failed to meet the standards we would expect from a resort of this reputation and price.

I booked a stay at Nickelodeon Punta Cana from May 31-June 3 to celebrate my daughter’s 8th birthday. While my daughter was able to enjoy parts of the trip, the overall experience was extremely disappointing. The resort had numerous maintenance and service issues. My daughter cut her foot in the spa hot tub after stepping on loose tiles that had detached from the surface. This was a serious safety concern that should never have happened. Another problem occurred on our departure day. Guest Services asked me to return at 2 PM to process a refund for arcade tokens that were lost due to malfunctioning games. I repeatedly explained that I had airport transportation arriving at 2:50 PM and still needed assistance retrieving my luggage. I was repeatedly assured there was enough time. Instead, I spent nearly an hour waiting while Guest Services continued delaying the refund process and while I waited for luggage assistance. When I finally contacted my transportation company, I learned that the driver had arrived but was turned away by resort security after being told I was not there—even though I had been in the lobby most of the afternoon and my daughter remained there while I briefly retrieved our bags. No one notified me that my driver had arrived. No one called me. No one attempted to locate me. As a result, I missed my transportation and had to pay $70 for a taxi to the airport. Additional issues included poor room cleaning, Wi-Fi that barely worked, repeatedly having to request washcloths, dirty pillows being placed back on the bed, unfriendly staff attitudes, and food service problems. What was most frustrating was the lack of accountability. Every issue was met with excuses instead of solutions. For a resort that markets itself as a premium family destination, the service fell far below expectations. I would not return and cannot recommend it based on my experience.

Good service from Arianna, Paola, Graciela

Great service! Fast and on point! Aliza at Explorer Table gave excellent service!