TripAdvisor Traveler Rating

This is a fantastic place to take a break from life/work and relax. As premium guests we got an upgrade to an ocean front room and the view was gorgeous. Having been to other resorts before, I found everything was very close (no crazy distances). The restaurants of choice for dinner were great (super recommend the Japanese one, both food and entertainment were *chef’s kiss*). The activities available are varied and fun (we got to do pottery), and the staff is absolutely lovely (shout out to my gal Gasolina). Would 100% come back.

Gasolina was the best entertainer ever, she took care of our perfect stay,always taking care for our great mood,entertaining us perfect with different activities,above all we had great time at the hotel, everything was at best level, the food,the bartenders,the cleaning staff,we highly recommend the hotel,we definitely will come back ASAP,thank you guys for what you are doing ??????

NEVA…EVA…EVA…AGAIN!! ?????? So I spent 5 days/nights at Impressive Punta Cana and paid for the premium package with a junior suite with an ocean view and jacuzzi. THE ROOM: I’ll first begin by saying aesthetically it was a beautiful property with breathtaking views of the beach and ocean. I especially enjoyed the views from my suite. The room was spacious and had a nice set up but it was a bit outdated. The report provided a refrigerator filled with complimentary waters, pops, beers and champagne presumably for my birthday. The bed was big and comfortable with a lot of pillows, which I love. The bathroom was big and the shower water pressure was amazing. They also provided bottled water in the bathroom as you are recommended to not drink their water out of the faucets at the resort or in Punta Cana. CHECK IN: This was a lot! Not the simple hand them your credit card and get your key! You are taken to a separate area where you’re required to fill out several documents and sign different agreements. After you’ve been on a plane all day and you finally navigate the busy airport and finally get to your resort the last thing you wanna do is spend more time doing stuff like this! I’m not sure how necessary this was but apparently it’s how they do things. It’s definitely not a quick process though. ? FOOD: There is a buffet that you can go to for dinner every night that’s a part of the all inclusive package. In addition, there are four restaurants on the property, but you must have a reservation. In most cases, your assigned butler will be the one to make these reservations unless you luck out and find an opening which is apparently rare. It is very hard to get into these restaurants as reservations fill up quickly. The buffet is average food and pretty much the same choice every night. It includes the main entrée side, dishes, salad, bar, and desserts. Since drinks are a part of the all inclusive package there will be a waiter that comes to your table to bring you water and to offer you beverages. People grab those tables as soon as they see one available so if you leave your table vacant to go get food and there’s no one holding it for you don’t be surprised if someone grabs the table and you have to sit elsewhere. There’s not much variety with food selections so I wouldn’t recommend eating in the buffet every night unless you just really wanna eat the same meal every day. The premium package includes breakfast and lunch being served in your room if you choose to eat in your room. That was a great service to have free since many of us know room service is often quite pricey, even at the cheapest hotel. They? didn’t have many options, but it was enough to get through five days and not have the same thing twice. I went to two of the four restaurants. One was a Mediterranean restaurant and after changing things up to my liking, my meal was quite enjoyable. I went to a steakhouse that was just average. In both settings, I felt like they were trying to rush me out the door, which was annoying. And it might’ve been because I was by myself that they felt like I didn’t require the same amount of time as others. Either way the worst feeling ever is feeling like you have to rush through your food and get up and get out immediately. I should’ve mentioned the restaurants that you need to make reservations for are included in your all inclusive package therefore, you do not have to pay additional money unless you add things that are outside of the inclusive menu. There are other restaurants on the property you can go to as well as they are not included in your package. ??? BUTLER: if you book the premium package, you automatically will be assigned to a butler. They’re basic job is to attend to whatever needs you have while you are staying at the resort. They can do things like get reservations for the restaurants that are on the property or help you get set up activities outside of the resort if that’s what you desire. They will encourage you to attend activities on the resort, of course. You can also talk to your Butler if there are any complaints or problems on the property, but often they are not in a position to make things better or actually address the issues as they have to pass it on to someone higher. If they know that you have a special occasion a lot of times they will do extra things and in my case, my Butler sent champagne to my room several times, chocolates and also decorated my room for my birthday. You can pay for additional things such as flowers and candy as well. COMMUNICATION: Something I wish they would’ve told me or added to the information when you book the resort is that communication with staff at the resort is done primarily through WhatsApp. I was unaware of this, and therefore I did not have WhatsApp and for some reason once I was in Punta Cana, I was never able to download it. Thankfully, my Butler did download Facebook messenger so that we could communicate there, but not having the app did present challenges and barriers when I was trying to communicate with transporters outside of the property. As I’m sure it comes as no surprise, the primary language in Punta Cana is Spanish. It was very difficult to communicate if you do not know Spanish. It was also very noticeable that staff treated customers who knew Spanish very differently than those who did not. I often felt like I was ignored and disrespected, and laughed at at times as well. When there were issues they made light of them and tried to sweep them under the rug and just not deal with them because communicating with me was difficult being as I did not speak Spanish. This made for an annoying trip honestly it was quite frustrating for me on many levels. They very much had the attitude that if you didn’t speak Spanish that was your problem and not theirs. It was a very humbling experience to feel unable to communicate with the staff that I needed to get the things that I needed for my trip to be successful. ? I watched as some of the bartenders at different spots on the resort serve Spanish-speaking customers before me and others that were American. It was frustrating beyond belief. When I reported these things to my Butler while he expressed regret that this happened, he wasn’t eager to talk to the staff or make this better and will try to encourage me to just go to a different spot. PROBLEMS: The biggest problem that I had besides some of the snarky staff, not being served and disrespectful remarks made by staff when I brought up issues was the Jacuzzi. The Jacuzzi was one of the main reasons that I got the room I got with the exception of the ocean view. Those were both things that I wanted to Celebrate my birthday time in Punta Cana. Unfortunately, I had problem after problem with my Jacuzzi. Five days without use of the Jacuzzi, which was quite annoying. The first night when I called someone in after discovering that it wouldn’t work, the staff was Spanish-speaking and laughed at me and joked about it, insisting that it worked. After he left and I tried it a few hours later one of the knobs popped off and water went all over the bottom floor and part of the top floor. Also getting water on my phone, which was not on the Jacuzzi but was on the table in the room. Water got in the charging port and I was unable to charge my phone overnight and worried that it would no longer work and I’d have to replace it. Thankfully, the next day it worked. ?It took forever to get someone to respond to me to get someone to come bring a mop and clean up the mess. After this happened he still said that nothing was wrong with the Jacuzzi and it was a frequent imagination. The next day there were several staff outside my room, waking me up, wanting to address the Jacuzzi issue. After several people came in, declared that they fixed the Jacuzzi and showed me a video of how it worked with very little water but when I tried the Jacuzzi again it again began to flood, and I just turned the water off before the room was again ruined. This was a fight the entire time back-and-forth between me and the staff. The issue was never resolved and at the end of my stay I tried to reach out to management which proved to be difficult as well. When I did finally speak to management it was only after I acted a fool in the lobby because they were trying to keep me from talking to her. They insisted that I had already spoken to a manager about the issue which was not true. When I found the manager she was extremely disrespectful immediately. I felt unheard, and she minimized everything I shared despite the fact that I sent multiple emails as they requested, outlining the problems that I was having with the Jacuzzi and the TV. They assured me that they could switch the TV to English-speaking, which never happened. For the first two days I wasn’t even able to use their Netflix or Amazon prime. When I finally was able to access those on day 3 I could not use the add-ons that come with my app even though it was my account being used on the TV. The most difficult thing for me was the way the manager spoke to me. I explained that I had done research and noted that there was a significant increase for room rates for rooms that has a Jacuzzi. I indicated that I thought it would be fair for them to refund part of my money since I had no use of my Jacuzzi any of the days I was there. The manager immediately told me I would not get my money back and she could care less about my feelings or my review. Actual statements! She further stated that my review would be buried by all the reviews that were positive about the resort and she planned to do nothing else. This was right before my driver was coming to take me to the airport so I didn’t really get to finish the conversation, but I definitely gave her a piece of my mind. It was very clear to me at that moment that being in another country I had no control over this matter. The one thing I will say about the United States is I have rarely had a problem at a hotel that wasn’t immediately addressed or addressed upon complaint. This was unbelievable to me. And I was furious. She in no way felt like anything was wrong with the fact that I couldn’t use the Jacuzzi and continue to gaslight me and speak to me in a condescending manner insisting that it worked and it was just me. The funny thing is I’ve had a rooms with Jacuzzis and I’ve never had a problem before. Even though this was a beautiful resort and so many things were cool, there were so many small things that were difficult for me, especially considering the amount of money I spent, and the fact that this was a birthday celebration for me. I would never recommend this resort for anyone despite its beauty. There’s beauty all over the Island of Punta Cana, so I’m quite sure that this beauty could be found at any other resort. Customer service is the MOST important thing for me when I spend money. It can be the most beautiful place in the world but If you don’t treat me right, I won’t come back. If I’m paying for a premium service, I expect premium treatment. And the fact that this was for a birthday trip was even more horrific in my opinion. The nasty attitude of the manager was absolutely ridiculous and shameful. My Butler said to my face that he agreed with me, but in front of her, he was quiet. I understand he was probably protecting his job, but that was annoying as well. so with that being said, I am forced to rate this as 3 out of 10 which is generous only because some of the staff were so nice because I really wanted to give it a zero! So sadly, the impressive Punta Cana resort was far from impressive. It in fact was quite unimpressive overall. Of course I made the most of it and I had fun anyway because that’s what I do. And after spending the amount of money I spent and the fact that it was my birthday and Sagittarius season I certainly was not going to not have fun. The sad part is I had more fun at the activities off the resort that I did on. But it seems to be a general Punta Cana thing to talk down to Americans and be disrespectful and demeaning towards us. I saw some other reviews where Americans noted this very same thing that we were treated differently because we didn’t speak Spanish. My driver headed back to the airport who was from Costa Rica also noted that they did treat outsiders very differently at some of the resorts. He had heard that from other customers as well.?I also noticed that most of the people I saw on the resort were Spanish speaking and appeared to be either from the area or somewhere similar. There were a lot of Hispanic people there and Puerto Rican people there. So for that reason, I’m not sure how soon I’ll return to Punta Cana. You don’t have to like Americans, but if you want us to spend money at your resorts, there is an expected treatment that comes along with that. So despite the many 4 and 5 star reviews, all of their customers don’t get that 4/5 star treatment. If you search long enough, you will find reviews with 1,2 and 3 stars that have similar complaints that I had. Ironically, those always seem to be hidden and the 4 and 5 star reviews seem to be at the top.

The resort has open space and excellent place for vacation! We booked 2 rooms , one for ourselves and one for Son's family ( Junior Suite Ocean view with Jacuzzi). We got the room we had reserved. My son came a day later and he was told that as the preferred (with Jacuzzi) is not available , so he is getting upgraded to a Vila with ocean view. When we went to the room we found that first of all the room was smaller in size , secondly there was no Jacuzzi. We went back to the reception and asked the customer representative to change it. She was not cooperative and kept saying that we got an upgrade. She was somewhat rude in dealing with us. As it was getting late we went back and came next day to get the room changed. The next day customer representative (Medline) . She was very helpful and courteous in her explanation of the so called upgrade. But when we insisted for the room we reserved, she told us that similar room is available (with Jacuzzi) but without Ocean view. We accepted it as it was larger in size , but Ocean View. The other services were excellent, though staff did not speak English, but were understanding our request. For the bad reception service I am giving 3 and 1/2 star.

We stayed 8 days on the impressive premium side of the hotel and we loved it! The room was spacious with two large double beds. Very big shower that 2 people could shower at the same time. Always very clean and tidy. A little disappointed at the view of the construction site but it didn’t bother us too much as we weren’t in the room too much anyway. All the bars were great, the buffet on both the premium and non premium side great. All restaurants lovely! Shame we didn’t get to try the tapas. Only disappointed with the Italian, they were busy so service was slow and food wasn’t great. Pools are great, with swim up bar, fun activities from the entertainment team and also always very clean. And the beach… just wow! White sands and warm clear water. If you have kids just be careful as waves can be a little big and strong current with the wind. Entertainment with a fun show almost every night in the theatre area. To top it all off the staff are all amazing. A massive thank you to our butler Graciela (Grace), if you stay on the premium side you get your own private butler that can help you with anything you need. She was fantastic and checking on us everyday to make sure we were ok. Thank you grace! Another huge thank you to Lujeiry who was our lovely bartender in the premium lobby, every night she served with a smile, always very friendly, asking how we were, we had great little chats with her and the cocktails she made were fantastic! She even made me a special mix on my last night that was super tasty. A massive thank you! Another big thank you to lovely Ezequiel who worked around the pool and in the lobby. Always smiling, always friendly, always asking how we were and if we needed anything. He even showed us and personally took us to the open grill restaurant as on the first night we weren’t sure of how to get there! A gentleman and very sweet boy! Thank you. Thank you to all that made our stay that little bit extra special! We will defo be back to the DR and to this hotel again!