TripAdvisor Traveler Rating

My girlfriends and I had an amazing stay at the Paradisus Palma Real. Our concierge, Ariel Benzo was attentive, friendly, accommodating and just flat out amazing! He helped us plan each day perfectly and was available to answer all questions and accommodate every request.

It has taken me some time to finally be able to write with a clear mind about our experience in this resort. This was not a 5 star resorts and definitely not a 5 star rating. Food: Selection was poor and unhealthy. It only looked good. Food was over cooked, or not cooked at all and too salty. The variety was very limited and no much healthy choices. The seasonal Fruits had no flavour. How is this possible? My kids couldn’t eat anything except for plain pasta and rice. The Lunch buffet was left overs or untouched food from dinner the previous night. If you are use to eating healthy at home and you are a food lover. This is not the place for you. Rooms: We were 3 separate families with 3 rooms and all 3 rooms needed extra cleaning. When we brought this to the managements attention and they saw the condition of our room they changed our room right away. Super inconvenient with 3 kids. The daily cleaning continued to be poor and unsatisfactory. We left $10 tip every day hoping for a better cleaning. Beach service: don’t expect to get service by the beach. You’ll be lucky if they come by once per day for an order.

Avoid this hotel - it’s being remodeled and they only mention this 10 days prior to arrival without the possibility of canceling the reservation. I received an email 10 days prior to my arrival indicating that the pool and Infrastructure close to the beach is being remodeled. For my troubles they offer access to another area (that doesn’t have access to the beach). I don’t go to punta cana to go to the pool, I want to go to the beach and hence I want to go to another hotel and cancel my reservation. The email I received with this bad news has a contact phone number that doesn’t work. After two days trying I finally called another number. The response was that my reservation is not refundable and there is only one person capable of solving this. This person (Aidee Basora) can only be reached by email and there is no way to contact her immediately. I have sent 3 emails and after more that 2 days waiting I have not received a reply. The hotel staff doesn’t acknowledge the importance of solving this asap as I need to book another hotel. I have contacted 5 different teams and the hotel and they don’t offer any solution. I’m afraid I will get a reply when it’s too late for me to book another hotel. Even worse, this is the second time I book this hotel and the first time I went there I had the same problem. I was not able to change hotels and had a terrible experience. Shouldn’t have booked it again, I never thought I would be so unlucky that another remodeling would be taking place.

There where slot of complications between what the booking was and how they didn’t tell us but other then that we had a great time and our service was great if it wasn’t for the staff it would’nt of been a great trip

We came to The Reserve in Punta Cana for our 17 year anniversary. The resort was beautiful, and everyone was very helpful (great service). One individual ,Claritzel, our concierge stood out above the rest. She made sure that our anniversary was one that we will remember forever. Red carpet service the entire 7 day trip. Thank you to The Reserve and Claritzel for making this our best anniversary trip yet!!