TripAdvisor Traveler Rating

The hotel needs a serious amount of upgrading, renovation and repairs. What was offered as Diamond Club is not what we received.

My husband is a Marriott Titanium Elite member and chose this resort with high expectations due to its Luxury Collection designation. Unfortunately, my experience fell far below the standards associated with Marriott’s luxury brands. Aside from the spa, which was the only area that felt truly upscale, the rest of the property resembled a mid-tier resort rather than a Luxury or Autograph Collection experience. My spouse and I considered checking out on day two, but we were celebrating our 10-year wedding anniversary and relocating would have been extremely difficult. We stayed, hoping conditions would improve, but they did not. Key issues included: Significant wear and poor maintenance: stained pool towels, ripped chair cushions, missing pool tiles, broken decking at the Diamond Club pool, worn furniture, and unresolved room plumbing and shower repairs. Consistently inattentive service: long waits for drinks, forgotten orders, and frequent lack of basic table settings even for two guests. Extremely disappointing dining: meals were routinely dry, overly salted, and served cold. Over an eight-day stay, only one meal was acceptable; most were far below expectations. This resort is being marketed and priced as a luxury destination, but the guest experience does not reflect Luxury Collection standards.

I would like to say, I pretty much never write negative reviews, but I feel an obligation to warn others about this resort. We go to 1 or 2 all inclusive a year so I have a lot to compare it to, and I was very surprised how bad this Chic location was in comparison to the Chic Cancun which we have been to. The staff was flat out rude and would ignore you - even at an empty bar the staff wouldn't greet you, it was obvious they didn't want to be there. Multiple bars said 'no water come back later' and there was poor communication from butlers. We stayed with 12 people in the Chic Mansion (11k sq ft and amazing) but the hot tub was empty, and it was hard to get basics like hand soap and toilet paper (and this was in the master bedroom of a mansion we paid $4,000 a night for!) The drinks were very sweet and not strong. The food was pretty bad and took a long time. The main issue was some basic necessity problem. The HVAC was out in our rooms and they couldn’t fix it. My husband slept on wet pool mats in the common area one night because he couldn’t take the heat anymore. Finally on the last night the butler found us a fan. The worst was the resort had plumbing issues and the water went out in the entire resort for half a day (It was like poop cruise 2.0). Oh and room service was down because of leaks into the main kitchen. Our private butler was nice and tried but he was inept to help solve any of these issues. We got trapped there an extra 3 days because of an ice storm and so we moved to the Breathless next door and I HIGHLY recommend staying there instead. Staff was 10/10 and the food was fantastic. Both were party resorts and a fun time, but Breathless was just so much better all around and roughly the same price.

The housekeeping was terrible and ran out of hand towels and didn’t have clue, we had to go to front desk 3 times to resolve this matter and local security guard found some towel but still know hand towels. The bartender spends too much time talking to there other bartenders instead of taking care of the customer. PS THE SIGN ON THE DOOR EXPLAINS IT ALL. The front desk stated the house keeper are confuse by sign on the door but the sign is in English and Spanish, I rest my case.

Literally the worst all inclusive experience we’ve ever had, and there have been many. The food sucks. The service sucks. The room was small and dated. Way overpriced. We’ve had much better for half the price in punta cava.