TripAdvisor Traveler Rating

Vanessa at the bar in Live Aqua, Punta Cana was amazing!!! She was prompt at getting our drinks and made them to perfection!! It didn't matter what we ordered, she found a way to make it! So many great staff. Down to the housekeeping. Angela in housekeeping ensured we had what we needed daily! She made sure our 20th anniversary was a special one! So accommodating! Alex our Butler was unbelievable. He text us each morning with the line up for the day and made all reservations for us! Angel at the beachside bar made every day worthwhile and Oscar at the French restaurant was top notch! We highly recommend this resort for the service alone! For our first time in the Dominican, we couldn't ask for anything more!

this is more like a Boutique Hotel, it should not be an all inclusive resort. No top shelf liquor and the food was mediocre at best. The resort was not at full capacity, not even half capacity, the wait and the service was horrendous. The entertainment staff was not entertaining at all. There was a scheduled neon party at the beach as per the entertainment schedule, the entertainment staff was a no show. Every time we ordered something, the restaurant staff would come back and apologize stating that they ran out. The esthetics of the resort is modern and stylish but not the best beach in Punta Cana. We have visited quite a few resorts in Punta Cana, and this by far has been our worse experience ever. This experience was so displeasing that I actually wrote my first review. Do not spend your money, it is a pricey resort and not worth the money. There was construction of a new resort on one side and renovation of another resort on the other side, lots of noise during the week. Lastly, they put flip flops and a beach bag in your room for you to use. When you check out make sure you leave the beach bag, if you dont leave it, they will charge you $60.00 US dollars.

The resort is beautiful, but you will not get any customer service. All of the employees have been trained to smile, but absolutely nothing beyond addressing issues. First I was told my room would be ready in 20 minutes and I asked for a quiet area, however well over an hour later it still wasn’t ready, and when it finally was the television didn’t come on, no robes in the room, and of course they placed me in the noisiest building facing music, etc. Anytime I called to get problems fixed, either no answer, or the attendant would not come for at least 30 minutes. I left to go to breakfast and beach at 9am, and when I returned at 4pm, my room had still not been cleaned. When they finally did, no washcloths were left, and when I asked the attendant who was still in the hall, she told be to dial the operator. DO NOT GO IF YOU EXPECT SERVICE!,

My boyfriend and I have just come back from a 2 week stay and had the most relaxing time! The rooms are huge and well maintained and the housekeeping were incredible everyday. We loved the breakfast & lunch options, the dinner didn’t massively overwhelm us and we found the Asian restaurant the best…the Mexican one night was great then the other night totally different and we found this with most restaurants one experience one night was totally different another night. The staff were lovely..I do get the other reviews in terms of service some were dismissive and you’d need to wait a while..let’s say they were stacking cups they’d continue to do this even though they know you’re waiting but with a little patience you get over this and it didn’t dampen our trip at all but I can see how you’re seen as an inconvenience at times! Overall had a lovely time!

We booked this hotel for our honeymoon based on the glowing 5-star reviews on TripAdvisor, expecting exceptional service to make our trip romantic and memorable. Unfortunately, we left feeling disappointed, especially given the high expectations and the cost of our stay. **Rooms:** The room itself was high-quality and spotless, with a modern open-plan style and nice decor. There were a few marks on the sofa, but we could see staff working hard, constantly maintaining and updating rooms, so it wasn’t a big issue. We stayed in a swim-up room, which was lovely; however, I’m unsure how often the swim-up pools are cleaned. The steps felt a bit grimy, and after scraping my leg on one, I ended up with an infection that required medical attention. What was most disappointing, though, was that this was our honeymoon, and we were expecting something special—perhaps a simple decoration or a small welcome gift—but there was absolutely nothing, which really soured the experience. **Food:** The food was delicious and of high quality across most of the restaurants. Our favorite was the French restaurant, where the service and dishes were great. However, on our second visit, I ordered the same meal, only to find something missing from the plate (the dauphinoise potatoes). When I asked the staff about it, they simply brought me another drink instead of addressing the missing food. We avoided the Mexican restaurant due to consistent negative feedback from other guests, and while the Asian restaurant was good, the hibachi experience was underwhelming. Unlike the other tables around us, we didn’t get the show we were looking forward to—just the food, which left us disappointed. The Italian restaurant was tasty, but both times we visited, we had to wait over an hour for our meals. The breakfast buffet was good but repetitive, and by day five, we were bored of eating the same thing. Miaflores had the most incredible fish tacos, but the Mediterranean lunch spot had such poor service that we didn’t bother going back. **Service:** The biggest letdown of our stay was the service. There were some wonderful staff members who stood out, but overall, the service was subpar. We felt ignored most of the time, and asking for a drink seemed like an inconvenience for many of the staff. We always greeted staff with smiles, but it often wasn’t reciprocated—we felt invisible. Tipping also didn’t seem to change the atmosphere, as we rarely received a "thank you" or any appreciation. It felt like we were a burden, which was frustrating, especially on our honeymoon. We did complain a few times, and while things improved slightly afterward, we shouldn’t have had to complain at all to get basic hospitality. **Butler:** One bright spot of our trip was our butler, Ivan. He truly went above and beyond to make our stay as special as possible, even when the rest of the hotel let us down. Ivan was kind, attentive, and always up for a chat, and he is one of the reasons we’re not rating this hotel lower. His efforts were greatly appreciated, and he made our stay more enjoyable. **Pools:** The pools were visually nice, but they weren’t as clean as expected. As mentioned earlier, the swim-up pools didn’t seem to be regularly cleaned, resulting in my leg infection. The main pool bar played almost exclusively Latin music every day, which became tiresome after a while. I enjoy Latin music, but a mix of genres would have been more enjoyable. **Entertainment:** The entertainment was, unfortunately, quite disappointing. There were only two standout shows during our entire stay: the Michael Jackson tribute and the fire show. Other than that, the shows felt repetitive, and the music was always the same. Daytime entertainment was very disorganized, and we never knew when or where it was happening. The one highlight was the silent party, which we absolutely loved, but it only lasted for an hour, leaving us wishing it had been longer. **Nightclub:** We went to the nightclub once, as it was advertised to play pop music. However, just like everywhere else, it was predominantly Latin music. We requested a song early on and waited for hours without it being played. It wasn’t until we tipped the DJ $10 that the song finally made it into the lineup. The overall experience left much to be desired. **Staff:** While the service was generally lacking, a few staff members truly exceeded our expectations. Claudio at the front desk was one of the loveliest people we encountered, always willing to listen and help resolve our concerns. Gil helped us with our room change, and Joshua from the Aqua Club beach bar greeted us with the warmest smile and was incredibly attentive. Lastly, there was a wonderful lady at the lobby bar whose name we didn’t catch—her cheerful demeanor and welcoming attitude made our day each time we saw her. **Final Thoughts:** While this hotel has the potential to be amazing, especially given its 5-star rating, we were ultimately disappointed. For a special occasion like our honeymoon, we expected much more in terms of service and attention to detail. We hope management takes this feedback seriously, as improvements are definitely needed.