TripAdvisor Traveler Rating

It’s a shame because the service and the workers are wonderful to deal with, all very accommodating. That being said, I sent an email as soon as I received a survey for feedback. We paid for an oceanfront and received a pool view room, but this hasn’t been addressed at all, I would like to be reimbursed some type of amount for the 4 days that was our stay. I’m not being unreasonable, I’m not asking for a full refund, I simply would like compensation for the bait and switch that occurred during this stay. Our room #3341 apparently was a renovated one, I can tell you it is not. The balcony door was nearly impossible to open, there are bubbles on the walls, I’m assuming condensation or leaks. Our power went out 3 times during our stay, in the middle of the night (it only rained once). There were roaches in our bathroom, the towels had holes and the pillows couldn’t be any stiffer. The property welcomes/caters locals, and it was packed during the weekend but it made for a lively time as everyone was so nice. Don’t expect to eat anything after 10:30p, all venues close including room service. Check-in was a mess, we arrived at 3p on a Saturday (understandable that it was busy), but there was a wedding and those arriving for the event were given priority - they should have had a separate desk to check in with. We stood there until about 4:15p, handed our passports, form of payment and we were given 2 keys and 2 towel cards, that was that. There are vendors within the property selling knick-knacks and of course the occasional approach to try and entice you to a presentation for a vacation club. When I provided my feedback to the hotel, I was offered to come back and be upgraded to the highest category, unlimited reservations at the “premium” dining venues and discounts at the spa or other activities. Generous offer, but if I didn’t get what I paid for the first go round and didn’t enjoy our stay, why would I give it a 2nd go? Pictures of my so called oceanfront room, as you can see, If you zoom in, it’s a partial ocean view. I saw ocean front rooms this was not it.

When we arrived at Occidental Caribe around 12:30 pm, we were surprised that no bellboys assisted us. The lobby was chaotic. There was no directions as to how to check in and we were approached by a middle aged employee (Jose), gruffly telling us we were in the way and to move out of the way. He approached others in the same manner. We were checked in by Emeli, who was very pleasant and helpful. When we were assigned our room number, we were told that we were one pillow short but that housekeeping would bring it to us. No one showed us to our room or assisted us with our luggage. We observed a LONG line at the buffet, approximately 150 people in line. When we got to the room, we had a beautiful view of the beach. The room itself was clean and fairly updated. We later discovered that there was some form of condensation dripping on the bathroom counter from the ceiling, & that the toilet flushing mechanism was malfunctioning. We then tried to find some food and ended up at the Mare Nostrum beach buffet. The only food left was white rice and French fries. We discovered there was a pizzeria above. Our order was taken fairly quickly, but my wife waited about 45 minutes for her pizza. My pizza didn't come until she was almost finished with hers. Others were seated after us, but received their pizza first. The food in general is not good! When we arrived back at our room, we were still one pillow short. After 4 phone calls, 2 trips to the front desk, and 2 trips to guest services & 6 hours later, Mairelys at guest services was able to finally get a pillow brought to us at 9:20 pm. Read your reviews before booking here. We have been to 3 other resorts this month and 10 total in DR and have never been treated this poorly. We checked many reviews and found that our experience is consistent with many others. The reply of management to this review was quick, but we'll wait to see if there will be corresponding changes. To be fair, I must add that when notified of maintenance issues, the response was fairly prompt. However, the dripping from the bathroom ceiling was not fixed. We also had a television that hasn't worked for 2 days, the sink stopper came apart, the toilet still has an issue flushing, the headboard is mounted very crooked on the wall. Also the floor in the buffet is slippery and caused my wife to slip and fall. Kudos however to Alexandria and Juan Malbien in the buffet who will take very good care of you! Not enough room to say more.

Nice beach and pools, the bathrooms need to be reconstructed, I had health problems from food, the hotel is not air-conditioned except for the rooms

Check in was a nightmare, loads is buses not enough check in clerks could not eat or drink until we checked in. Luggage was never brought up. First room nothing worked could not call to complain since no phone, after complaining to guest services room was changed next day since sheets were dirty and pillows like in the 50s. Second room was a fiasco as well, a king size bed for 3people, no extra bed, only 2 towels and no hot water, after complaining 4 hours later we got the extra bed, ac was not cooling, Food overall was poor , not hot enough, not good quality, only average was Japanese and Italian restaurant. To top it off the transfer to airport was not scheduled, person in charge was on vacation and none knew about it. Had to pay for a taxi. This hotel needs a lot of updates and better inspection management of facilities. Only good things are the beach, pool and staff, This was my third time here and I never had an experience like this.

This is my first time to visit Punta Cana and I was very much disappointed. When checking in it was a long queue, the weather was so humid, there's no fan in the lobby, no welcome drink, the lobby was a mess. The front desk staff does not speak any English at all. It was a long walk to our room, upon entry to our room, could not adjust the aircon, it stayed on 25deg, the ceiling fan was not of any help. The bathroom was horrible, toilet flush does not flush completely.The next day, have to book dinner reservation, could only book one dinner at a day. Most of the hotel staffs don't speak English, I have to use my phone for translation. Be very cautious of the guest service guy who works on days, he's not friendly neither accommodating. Each time I request a dinner reservation, he'll immediately say all booked, no availability. He did this to us 3x of the 5 days that we were there. The only consolation of our stay was meeting Cindy Serrano, she's a wonderful woman who I can say really cared for the guest's satisfaction. Amongst the restaurants that we've eaten, the French Restaurant was the best. I want to give a big shout out to Maria Peguero, she's very attentive to our needs, always have a sweet smile on her face. The rest of the hotel staffs, I would suggest that a basic English class or training would be beneficial, if I'm a Spanish speaking person, I have no problem at all. I have travelled to Cuba multiple times but have not encountered such a negative experience. Will I come back to DR? Maybe not. Will I recommend this hotel? NO I'm sorry but this is my honest opinion.