TripAdvisor Traveler Rating

First of all slow check-in process, I arrived at 4 pm and I got my bedroom at 8:30 pm, I don't receive the room that I pay for, besides the room was all dirty dust everywhere one lamp was full of stains and do not have a bulb, the soap holder was broken and the bathrope was ripped, the jacuzzi had 2 hair. As if that wasn't enough 7 of 8 people in our group got food poisoning we had diarrhea, vomit, and fever. The only compliment that I have is for the people who work in the restaurants.

Resort was beautiful. But there are many issues. Room Stunk, There is no hot food. They really try to sell you a time share. I was shocked once I found out and refused to go their morning meeting.

We have just spent a week in the impressive premium. I don't tend to write reviews but on this occasion I feel the need to write an honest review so others can be prepared. Overall we had a nice stay here but it is by far a 4 star hotel. 3 star at best. I would say this hotel is suitable for groups of friends/young families because the entertainment is the best part of the hotel. The hotel generally: The hotel has a lot going for it with its lovely white soft sandy beach (which you can walk along for miles) and grounds. The staff do a lot to keep the beach and hotel clean, however they could do with cleaning the pools more as lots of debris was floating about from the recent winds. The pool areas could also do with some maintenance improvements. We had a family garden view room in the premium section which was a brilliant size for our family of 3, it could easily fit a family of 4. A large bathroom with double shower and double sink, 2 double beds, a sofa and a table and chairs. The cleaners did a great job in keeping our room clean. There are plenty of towels and sunbeds available, however you are only allowed 1 towel per person and once you've checked out of the hotel, you have to pay $30 per towel (refundable) if you want to use a pool towel for the rest of the day. There are showers available near reception to use once you have checked out, but they are small and when I used it the floor was swamped with water (not ideal with a suitcase). Staff: The people are very friendly all around the hotel, always acknowledging my daughter when she said hello in passing. However, be prepared to tip from the very start if you want any sort of service. It is a spanish speaking country so be prepared for a language barrier as not many of the staff (especially in the restaurants) speak English. Premium: We didn't have a great experience with "premium" except for being able to use the extra facilities. We had a butler service, which I've never had before and am used to doing things for myself. Our butler, Smerlin, was friendly on first meeting, but then very poor at communicating. The reception say the butlers are to do things like book your meals and deal with your queries. He only booked 3 evening meals and 1 lunch for us during our 7 nights (I did the rest). I wasn't even told you could book Villa Magna for breakfast and lunch (they have a website with the info, but it would get nice to be told on check in what is on offer). When I find out, I asked Smerlin to book a breakfast which he didn't do (but thankfully they let us in anyway). Many of my messages were not responded to during our stay. I understand they work for tips but we were unable to tip him at all as we didn't see him at all during our stay, except for when I had to ask reception for information because I wasn't getting a response to my texts, and they called him to the reception area (looking very agitated). He didn't even turn up when we checked out which was surprising and disappointing. Food: This needs serious improvement. We ate in every restaurant. The main buffet has a lot to offer however there is absolutely no covers on any of the foods so flies were landing all over it which was off putting. We decided to eat in the premium buffet for the rest of our trip (when having the buffet) because it was inside and less flies. They also need more serving tools as there is lots of cross contamination when the same serving spoon/tong is used for multiple dishes (and covered in different food sauces). The food choices were the same and very limited in the preium buffet (not many meat or fish options). Lovely cakes! Could do with something like icecreams being available during the day. The other restaurants were all pleasant. The Japanese was very good fun. Service was extremely slow (although the people were friendly). We were not offered a drink at all during dinner for the first 2/3 nights. A shout out to the people in the premium buffet who were lovely with our 6 year old daughter and always remembered her name. Entertainment: This was the best thing about the hotel. The entertainment staff work endlessly during the day and evening and there is lots going on if you wanted to join in. If you want to just relax, you can do that too. There was no pressure. The kids club was really good and the ladies were brilliant with our daughter. She loved going there and loved the mini discos. The kids club area is large, clean and had lots of offer (outside garden space, sheltered outside space and an air conditioned room). Overall, it was a nice stay but if you want a good experience, be prepared to tip a lot of different people from the very start otherwise you will be ignored. I wouldn't return to this hotel unless they improved on both the service and the food.

We had a fun five days celebrating long time friendship. We stayed in the premium pool view room and it’s the best location! Special mention to our housekeeper Natalis for keeping our room spotless and well stocked! She is just so friendly and pleasant. Huge shout out to our butler Wilbher!! He was always available and very nice to deal with. He went above and beyond to make sure we had everything we needed and checked in with us regularly via WhatsApp and visiting us at the pool. Highly recommend! We enjoyed the easy access to the premium lounge and buffet and utilized it daily. Only recommendation for the lounge area is to provide coffee/tea service for lunch as well as breakfast. The coffee machine was out of order a lot and was a bit disappointing. The coffee shop is located by the main lobby but just a bit inconvenient for where our rooms were located. The main buffet and the premium buffet need to make some improvements with keeping food hotter and providing clean tongs regularly. The tongs get caked with food and cross contamination is an issue. We will return again!

The Unimpressive Resort. 1. Staff- rude (except for like 3 staff members we met) they genuinely seemed bothered by our presence. Had a bartender completely ignore me and I was standing right in front of him. 2. Food- makes a turd. Bland and zero variety. We tried ordering room service around 840pm, no answer and online an error kept popping up, we called the front desk and were told to call room service they didn't answer. Called the front desk again and they told us we had to go to the lobby and order. My husband went downstairs and spoke to an employee who told him to wait there he would help us, he never returned. Also 2 in our party got food poisoning. 3. Room- was spacious and clean 4. Beach- excellent 5. Pools- was there 7 days not once did we see them being cleaned 6. Premium package- not worth it. Saw all color bands in the Premium areas. Will we come back to Punta Cana?HELL NO!!