The Reserve at Paradisus Punta Cana reviews

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 4.5
  • Location 4.5
  • Rooms 4.5
  • Service 4.5
  • Value 4.5

6633 TripAdvisor reviews

TripAdvisor users rated this property 1 out of 5

The customer service worst experience to date

mo2489 (Fort Lauderdale, Florida) on Jul 03, 2022

This trip was a disaster from start to finish. We booked a bachelors party in December of 2021 for June 2022. We booked the ADULTS ONLY Section through Expedia. Three weeks before our trip in June I called multiple times in May to make sure everything would be ready for us and to confirm our room selection. In the last week before our trip was set to begin. The resort informed be via telephone that they no longer had the adults only section, and it had been under construction for months. Due to people calling in they changed the reservation with online parties so the adults only selection would no longer be available. I asked why we were not informed of this prior the resort staff Daniel simply said I don’t know I apologize. I req a full refund they denied me. I call Expedia and asked why they had not informed us of the change the agent Michelle said I don’t and apologized. Again I requested a full refund I was denied and told our room would be upgraded. I explained to the Expedia agent and the Resort agent that we did not want to spend a bachelors party at a family resort with children running around. Neither were helpful and our money was not refunded. Without being able to cancel we were forced to be at a family resort on bachelors party due to the lack of communication from both Expedia and this Grand Reserve resort. We spent the weekend watching kids running around and the only group of guys there with no kids or family. This was absolutely the worst trip of our lives. Paying for a service and getting something completely different, far from what you requested has got to be the biggest slap in the face. The Reserve at Grand Paradisus owes us an apology and a refund

TripAdvisor users rated this property 5 out of 5

Amazing vacation with Harry Milor

normanj788 (Toronto, Canada) on May 27, 2022

We have a fantastic vacation here are the reserve services are excellent our Concierge Harry Milor is very friendly and attentive he pay attention to our details and help us with all of our need and find us where ever we are in the resort nice place to welcome groups and individuals for vacation thank you Harry Milor you are the best.

TripAdvisor users rated this property 1 out of 5

Not a 5-star experience. Not worth the money.

anthonymcomunale on May 10, 2022

Not a 5-star experience whatsoever. I recently stayed here at "The Reserve at Paradisus Punta Cana" for 8 days, 7 nights for a wedding that brought over 80 guests to the resort (40+ rooms).If you're interested in a beachfront resort experience, the Reserve is not what you're looking for. The Reserve is down the road from the main resort and requires you take a golf cart over every single time you'd like to go to the main resort or beach. I had a Deluxe Master Suite. The room was large and had amenities like a hot tub and dual showers, but all very outdated. Old furniture and rusty coat hangars, pipes. We had constant problems. My room was not available at the promised 3pm. Our safe was broken. Food was a 5/10, many restaurants were also inexplicably closed. The hibachi chef handed me a hot plate that left a large burn scar on my arm. At 11pm day one, we discovered our mattress was completely soaked underneath. Room service covered the wet spots with dry sheets. It took over an hour to resolve. Next night, our toilet didn't work. We called at 11pm and it was resolved at about 12, or so I thought. The next morning, we had booked a $180 excursion for snorkeling on a party boat and we were set to leave at 8:45am. My girlfriend woke up very sick at about 6:45am only to discover the toilet was broken. I called reception at 7am. At 8am, I called again. At 9am, after we had missed our plans, I called again. By the way, my girlfriend was forced to use the main lobby bathroom because of this delay. Talk about a luxurious experience. A person finally arrived past 10am and it was resolved by noon. Next day, we returned to the room to discover half the room was covered in water and my girlfriend's luggage drenched. Some leak somewhere near the window. Our concierge set us up with a new room, which had a working toilet and was dry. But most of the sinks and one shower was missing hot water. We complained to Reception Manager and Hotel Assistance Manager, Jose and Edward, who offered us an upgrade on future stay. That's essentially it. No reimbursement for all the troubles or for the missed excursion due to hotel shortcomings. Not a great customer service whatsoever. I spoke to multiple people who all claimed that they had to discuss with a different manager. They just jerked me around until it was time for me to leave. Absolutely horrid experience, would not recommend to anyone.

TripAdvisor users rated this property 5 out of 5

Beautiful resort with excellent service!

Mallory C (Maastricht) on May 03, 2022

From sitting poolside with Pedro and Wanda hooking up the towels and excellent drinks to our concierge Nicolas who was incredibly helpful and thoughtful we had the best vacation! The many pools and beautiful beachfront were so relaxing.

TripAdvisor users rated this property 5 out of 5

Beach bar on adult side

ammie_11 (Machesney Park, Illinois) on Apr 10, 2022

Wanda and martin are the best! Martin Had our beach spot set up everyday and Wanda always had great drinks! Ruby at the Gabi Beach bar was super every night! Simeon was great getting our dinners set up! Enjoy a great trip business and personal!

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