We checked into this hotel for one night due to issues with our flight. Upon arrival, the customer service was excellent. Gloria was very informed and welcoming and Juan Luis also went the extra mile to make us feel comfortable. The lobby area was really nice and gave the impression that the rest of the hotel was going to be the same.
When we checked into our first room, we were disgusted by the smell and overall condition of the space. The room was outdated, dirty and definitely not 5*. The balcony had no privacy as it just opened up onto the grass outside.
Food was also not to a five star standard and the staff in the main restaurant were also all very rude and didn’t seem to know what they were doing.
We went to reception to request a different room which Juan Luis assisted with. He showed us to the new room which was a huge improvement on the previous one, but still not to the five star standard. We could not help but compare it to the 5* hotel we had stayed in elsewhere in Punta Cana which was 100x better than this one.
Upon investigation of our second room we found stains on the bedsheets, stains/mould in the bath, the mini fridge to be empty and a damp smell once again. The fan in the room was also very noisy and when we came to go to bed, we had to remove a lightbulb from the fitting because we could not find any other way to turn it off (even though the room had about 20 light switches).
The hotel seemed to have an issue with mosquitos. I had personally not been bitten once in the previous hotel we stayed in, but after one night here, I had numerous bites. We also noticed several bugs to be crawling around in the room.
The WiFi didn’t seem to work but Juan Luis did help us to connect for 1 hour. After 1hr, you must pay to use the WiFi which is not to a five star standard. You also had to pay for the safe in the room, something which is usually included in a five star hotel. The hotel is advertised as all inclusive, with free WiFi, which is clearly a lie. You get 15 minutes free a day in the hotel lobby.
The general condition of the hotel was not to a five star standard at all. The lift had graffiti on the walls and the place generally looked like it had been ran into the ground. I would be confident in saying the hotel had not been renovated since the 70s.
We would not stay in this hotel again based on the above points and we were very grateful we only had to stay for one night.
Customer service from the names mentioned above was outstanding and the management should praise them for trying to sail a sinking ship.
Personally we would rate this hotel a 2/3* and not 5.
