TripAdvisor Traveler Rating

My wife and I had an amazing experience in this resort not only due to the beautiful views but because of the amazing butler Alex Sauceda. Not only would he make sure the car was ready for us for dinner but he would always look at the small details. Putting rose petals on our bed, our favourite drinks in the fridge being fully stocked, he truly made this experience for what it was - special and extravagant. We would love to come back especially if we had the honour of having Alex as our butler again.

Sadly we had several issues with our stay. Transport and check-in were incredibly frustrating, food quality, and watered down alcohol to name a few. But the resort was gorgeous, beautiful pools and ambiance, and amazing staff. The rooms were very clean. Got sick from the water, which they claimed was all filtered.

Staff are amazing Most of the food has been good, but some has been poor (more detail further down) Resort is nice and well maintained. So why only 3 stars? Because there are some things that REALLY let the hotel down. First is the rooms air-conditioning. Even if you've got the aircon on full, it literally only works for 15 minutes per hour (I timed it), the rest of the time it's just the fans blowing. As a result the room never really got cold and the bed was always damp every night. Yes I did raise this as a fault but was told this is normal. For a 5 star resort, this is poor. They try to make out this is because they are "green" which is a lie when other areas of the hotel have the aircon on all the time. I understand it not being on when you're out of the room, but only 15 minutes per hour when you are in the room is terrible. When we checked in, it was quite busy and sadly we were rushed. Told very little about the hotel and resorts, things we can see or use etc. Tipped our butler quite well to sort some bits out for us - turned out this wasn't our main butler and nothing got sorted. Breakfast at Helios - everytime we went here, even if the restaurant was empty we were made to wait in order to be seated. Yet we were never once seated at a fully set table. There was always something missing. It didnt make sense. Spoons seem extremely rare, you have to ask for them. You're lucky if you get offered more than 1 cup of coffee. Whilst the food selection is great there, nothing was ever hot. The breakfast at Capicho was much better. Lunch - we mainly used the grills around the pool or beach. The grill at La Jarra (TRS Beach) has a great selection and good food. Evening - of the restaurants we used, we had a good meal at most. La Boheme was our favourite. Great service (Eramos I believe) food was served hot. Gaucho was the worst, we ate here twice. The first time, most of the food was cold. Some people we met said this was one of their best meals so we gave it a second try. It was better, but starters were still cold. The lemon dessert is amazing though. It's a shame the Mexican night at Capicho is only on once a week because this was a great meal - definitely a must do. Room service was also a positive experience. By far the worst food is the sports bar - most people's standards for sports bar food is probably low anyway but it was awful. Drinks and cocktails - great selection but does vary between bars. Also always ask for branded spirits. The cheap vodka they serve doesnt taste very nice. House wines are not bad, and again varys between restaurants. Entertainment - there is always something going on. Some nights are calmer, some are lively. The bingo in Chic was great, the silent disco was also great. We didn't do the cabaret but a lot of people said it was brilliant. Few general comments on the room - our mini bar stopped getting fully restocked after a few days, one day the room wasn't even cleaned at all. The rooms are very dark, darker than they appear in the photos. Also at 1am, they were using chainsaws outside of our block to cut down the Bali umbrellas which felt an odd time to do that work. Good job we were still awake. Finally, what ruined over half our holiday. We realised via the app our booking was a day short with the hotel (the check-in would have highlighted this straight away had we not have been rushed). We spoke to our onsite travel rep, who took care of it from their side instantly however the hotel didn't seem to care as they said it was not their problem. Several days later we noticed our booking still hadn't been updated so we raised it again. Got told they couldn't do nothing until the next day because reservations are handled in Dom Rep. At this point my wife is really starting to stress about potentially being kicked out a day early. Next day, still no updates so we went and spoke to someone else (4th member of TRS staff at this point) to be told reservations are done in Spain and they may not be available due to time differences. Admittedly out of everyone, Carlos was the most helpful overall and did finally get this sorted but at which point it had already caused a lot of stress. They made out this happens all the time and its normal - that's not a positive statement. Best tips: - check who your main butler is before tipping them. - not all bars and restaurants are actually listed on the app. Nest restaurant for example. - go and explore the whole resort. (Someone will take you on a tour if you ask) - if you have a booking and are early, they generally will seat you. - infinity pool, if you want beds then be down there before 8.30am as its very busy. If you want good beds be down there before 7am - TRS beach is relaxed and Cesar is great. - your butlers can be amazing (BIG thank you to Lisandra in block 70)

The complex was very impressive. We had access to all for hotels on the site. The rooms in the TRS are a good size and having the butler service is very convenient. Having visited all of the pools I would say that the infinity pool in TRS was the dirtiest, never seeing anyone clean around the area . The floors are covered in spilt drinks and cigarettes from the previous days and nights. The service in the Helios restaurant for breakfast and lunch is a joke having to wait over an hour for food if you order from the menu. Even if you order coffee at breakfast. The service in certain areas and the cleanliness lets the TRS hotel down unfortunately.

The stay at the hotel/resort was excellent and exceded our ecxpectations. The gastronomy overall was great particularly La Boheme and El Gaucho. The service was exceptional including reception, check-in, transportation, and everyone’s attention to details across the different environments and amenities as well as the butler that made the experience even better. In addition, the rooms are quite modern and comfortable but most importantly always kept very clean.