TripAdvisor Traveler Rating

Was booked there over Christmas. Felt like we were in jail for 7 days. Nothing to do, nowhere to explore. You ask for a taxi to be taken to the nearest shopping mall, and instead you get loaded onto a minibus that races past the actual nearby mall and you get taken to the worst little tourist trap store that sells trinkets and souvenirs that nobody wants. We felt scammed, and this was all arranged by the front desk who no doubt gets kickbacks from this very uninteresting store, because this place was filled with tourists being scammed, so they must be paying hotel staff. The place was giving Influencer vibes. It looks nice on pictures, but scratch the surface and it's a dump. The only ok food was the buffet place. I was miserable for 7 days till we got home.

Punta Cana: Disappointing Guest Experience and Customer Service An Honest Review for Potential Guests If you're considering a stay at W Punta Cana, let me save you some trouble. From the moment I checked in, the resort’s customer service was a letdown, especially after being promised a $1,000 resort credit that never materialized. Months of chasing through countless phone calls led nowhere, and corporate’s lack of follow-up made me feel completely ignored. This persistent disregard for guests sets a frustrating tone that never really improves. In speaking with corporate customer service, I was informed they just couldn’t get in touch with the hotel. For three months you can’t get in touch with a hotel you own. Room service was just as inconsistent. Orders would arrive incomplete or late, and strict ordering limits made it impossible to enjoy a simple meal in peace. It felt like the staff cared more about rules than about making guests comfortable. To make matters worse, the swim-up and private pools were so cold they were unusable, which is a major disappointment for anyone expecting a relaxing vacation. One of the most disturbing issues was the pervasive sewage odor in the bathrooms. It got so bad that I had to keep the bathroom doors closed at all times to prevent the smell from contaminating the rest of the room. No one seemed concerned or willing to address this, leaving guests to deal with it on their own. To be fair, the restaurant and bar staff were friendly, and the food was genuinely good. But unfortunately, these positives are drowned out by the resort’s significant shortcomings. Between the poor customer service, strict room service limits, freezing pools, and persistent bathroom odors, the overall experience was far from what you’d expect for the price. I simply can’t recommend W Punta Cana; there are far better options out there for your money and peace of mind. What is most disturbing and has been the worst part of all of this is my room rate included $1000 in credit to be used towards resort amenities. And we used it. At check in in we were given the details of the credit. We rented cabanas and we upgraded a meal. Four months later and the only response I can get from anyone at Marriot customer service or anyone at the hotel is just that there is no credit due – which is completely incorrect. We rented a $200 cabana every day for 5 days based on the rom rate. Again, we were given a copy detailing all the available amenities and credits to be applied during our stay at check-in. We SHOULD have dealt with this at checkout but never in my life have I had issues with Marriott property like this. You can not get any in accounting, at the front desk, in the business office you name it. You can leave 50 messages, and you will get nothing back. It is unacceptable and my business is going to Hilton. I have the letter that was given to me BY THE HOTEL at check-in describing the credits I would receive SOGNED by Omar Rivera.

We had an amazing vacation!!!! The Resort is beautiful. The staff is incredible. They are friendly, attentive, helpful, fun. At the Wet Deck Pool Diamond and Victor were amazing. They entertained and took care of us. They filled our week with laughs and happiness. Taman in our opinion was the best restaurant. We wished there was one more restaurant with a different variety of food. There are 2 asian restaurants. It would be great if instead of 2 there was a greek or spanish, italian.

We had a great trip at the W! We arrived during 30% occupancy and it was like we had the resort all to ourselves. We had read reviews that had us a little nervous, as we typically stay at more “food focused” resorts, but nothing to be concerned about. The food was mostly good and some definitely great. While the resort wasn’t packed we worried it might be a little too “sleepy” for our group. However, the activities team kept everything moving. We especially loved Diamond! He went out of his way to find us every day and ask about our goals for the day, experienced from the prior evening, etc. couldn’t have asked for better! We had great service overall. I will say there is still a language barrier with some, but everyone is definitely trying their best. The resort is beautiful and well kept. We would definitely come back again.

We had an amazing time at the W Punta Cana. The best part for us was the entertainment experience, Diamond kept the party going from the beach to the pool! The drinks were all great! Miami vice was my go to!