TripAdvisor Traveler Rating

Wonderful service in the Royal Club thank you Wendy, Dileynys, Fabiana, Ana .

Amazing service at the royal restaurant with Wendy, Dileynys,Faviana y Ana , great service Thank you all

Exceptional Service from Yeraldin Rodriguez During our stay at Occidental Punta Cana, Yeraldin Rodriguez from the Members Club was, without a doubt, the best example of exceptional customer service we experienced at the resort. From the moment we interacted with her, she provided the kind of personalized, attentive, and genuinely warm service that you expect from a hotel chain of this level. She was always friendly, professional, attentive to our needs, and willing to go the extra mile to make sure we felt valued and well taken care of. What really stood out was how personalized her service was. She made us feel like more than just another guest, and that level of attention made a significant difference in our overall experience. Unfortunately, we did not find this same level of personalized service consistently throughout the hotel, which made Yeraldin stand out even more. She truly represents what excellent hospitality and customer service should look like. Yeraldin was the highlight of our experience when it came to service. She is an exceptional employee and a valuable asset to Occidental Punta Cana. She absolutely deserves recognition for the wonderful way she treats and takes care of guests. Thank you, Yeraldin, for making our stay a little more special!

We arrived a little earlier than check in and that didn't matter they checked us in anyway, which I loved! The staff was always pleasant, the food was great and the facilities were excellent. I would recommend to anyone and will go back in the future.

This was, without question, the worst hotel experience I have ever had. My family and I stayed at Occidental Punta Cana from September 10–13, 2026, only because we were attending a wedding there. Had it not been for the wedding, I would never have chosen this resort—and after what happened, I would never return. We were forced to change rooms three times because the conditions were absolutely deplorable. The first room was disgusting. The couch had burn marks and visible white stains, ants were crawling on the furniture and throughout the room, the refrigerator was filthy, the bathroom light did not work, and the room had a horrible smell. There were also obvious signs of water damage and leaking. This room should never have been assigned to paying guests. The second room was even worse because it became a serious safety issue. The patio door was broken, and someone entered the room and stole a wallet containing cash, bank cards, identification, and other personal belongings. Security’s response was completely unacceptable and did nothing to make us feel protected. Based on the circumstances and the way the incident was handled, I was left deeply concerned that someone with inside access may have been involved. My family and I no longer felt safe and had to move again. The third room had no working air conditioning, a leaking ceiling, and expired snacks in the minibar. We were told that room service had to be paid for in cash, but the same order was also charged to our room. This was dishonest and unacceptable. Housekeeping was practically nonexistent. After repeatedly requesting towels and asking for the beds to be made, no one came. We only received service after contacting a manager. The rooms were filthy and poorly maintained—the phones were dirty, the televisions did not work, closets and dresser drawers were broken, and even the iron and ironing board were damaged and unusable. The food was terrible. The buffet area had dirty tables and chairs, and the food had a strange, unpleasant taste. At the Italian restaurant, bugs repeatedly crawled across our table. An employee wiped them away and acted as though it was normal. I had to demand another table. The food was then served cold and was not enjoyable. The beach was covered in seaweed and appeared not to be properly cleaned. The beach chairs were dirty, damaged, and broken. Most of the staff were unfriendly, tips were expected even when the service was horrible, and it was extremely difficult to find anyone who could communicate with us in English or provide someone to translate. Rafael, Esteban, and Richardo were the only employees who genuinely tried to help and accommodate my family. I appreciate their efforts, but nothing they did could erase the filth, theft, safety concerns, poor food, broken rooms, and unacceptable treatment we experienced. I am not simply “unhappy” with this resort—I am angry and disgusted that guests are expected to pay to stay under these conditions. A hotel room was entered, personal belongings were stolen, and my family was left feeling unsafe. That is far beyond an inconvenience or poor customer service. I cannot understand how this resort has so many positive reviews. The online reviews do not reflect what my family and I experienced. I would never stay at Occidental Punta Cana again, and I strongly warn others—especially families—to think carefully before booking.