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at the Punta Cana Princess Suites Resort & Spa
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Bad customer service :(
Jan 6th, 2021
To say that I am extremely disappointed is an understatement. This hotel is lacking so much proper customer service it’s an embarrassment. I grew up staying at the Bavaro princess before it was remodeled (my grandma is a travel agent, so we travel often and this used to be her favorite place to go). This is my first time at the grand Bavaro princes, post renovation and my family and I are so dissatisfied. My room had a leak in it for two days, and the ceiling crashed down and completely soaked all of our suitcases. When we went to the lobby and politely asked for a room switch/ upgrade to compensate for our troubles. They immediately started making rude comments and created more trouble saying this was an accident and “not their fault”. Although there were workers in our room for two days straight (on Christmas Eve and Christmas Day) and we had zero privacy, they still insisted that they evaluate the room and our clothes before we can switch it to see the damage. They said all they can do was get the laundry service to clean the clothes soaking wet and covered in dry wall. We called the lobby for the laundry service 8 times and nobody came. We waited in our room for hours instead of being by the beach because they “can’t pick up our clothes without us there” even though we filled out the laundry form and packed it up in laundry bags. THEN my boyfriend had to borrow my little brothers khaki shorts for Christmas dinner; due to his being wet and dirty, and they refused to let him into Christmas dinner because he was not wearing long pants, Not to mention the dress code said “ At night, gentlemen should wear shoes or sandals, sleeved (collard) shirts, long pants or dress bermudas (swimming shorts are not allowed)”. My father also did not get let into Christmas Eve dinner because he was wearing sandals (which were also allowed per the web site) . Just overall an absolutely terrible experience, so much trouble on Christmas Eve and Christmas Day with absolutely no compensation. They insist that the laundry service is a compensation, but I thinks that’s an obvious given service since their ceiling broke on our belongings. When they finally came to pick up the laundry, they were shocked by how bad the leak/flood was... we clearly were not exaggerating the whole time. The day before we left the animation crew started making Rude remarks like “leave we don’t want you here” (my jaw dropped... who would ever say that to a customer) and started encouraging my other family members to leave nice reviews on trip advisor. As if. I don’t even want to mention our flooded bathroom. Nevertheless the most of the entertainment crew, bar tenders, and waiters do a great job and they kept us smiling regardless of the reception team. Other than that, the hotel is beautiful and the restaurants are pretty cool. The food is alright; good at some restaurants, but really not tasty at others. Pictured: how soaked our floor was, the dry wall on the floor after we already moved it off of our suitcase and put it outside to dry, the ceiling in the bathroom and bedroom area. TRIPADVISOR.COM USER
Sep 16th, 2020
The guy that checked us in at arrival were not very friendly or helpful, he was rather arrogant. At first sight we didn't get what we had expected, thought the next day his colleagues had arrived and they cleared everything out and we got a very serviceminded and friendly treatment. Most of the staff is really friendly, especially in the main restaurant. We got a big room with view and it was clean and comfy. The jacuzzi did not work, but we never had the time to use it anyway. The wifi is only accessible in the lobby area and the quality is really poor, this lower the rating of the hotel in our opinion. Main restaurant had really good food during all meals and the other restaurants were ok. Don't miss the included restaurants on sister hotel. The included wine is terrible everywhere, but other beverages are good. I think that the entertainment is better in the sister hotel, so we tried to spend most evenings there. The entertainment at Princess Suites was very loud and noisy and the fact that it was held in the lobby were the bar is located it made it difficult to avoid. At last; the reason to go here is of course the beach! It is so beautiful with white sand and tall palm trees. Its totally the picture that you have of the Caribbean, the paradise! What you should be aware of is that this is a windy coast, so if you like the weather to be calm and a bit warmer, choose another location. TRIPADVISOR.COM USER
Extended Family Visit
Sep 8th, 2020
We travelled with all of our family and some friends. Mom & Dad, 4 “kids” and their spouses...and another group of 10 friends/family! We love this resort. Our room was the last room, 3rd floor, building 5 and the view was spectacular. Parents had to switch to a 1st floor room because the stairs were to hard and there was no elevator but the staff would bring the Golf cart & bring Mom up for meals and back. We all loved our rooms and loved the views. The resort is the perfect size to move around. We also enjoyed the Asian restaurant at the sister resort and it was a beautiful but short walk there and back. TRIPADVISOR.COM USER
May 13th, 2020
It was a great time visiting this hotel with my spouse. The staff here are very friendly and attentive to your needs. Nelson at the pool bar is the best! I also enjoyed the food as well, there is a lot to choose from at the buffet and the nightly entertainment is great. Only downside was the Casino Avalon which is near by that the hotel provides transportation to. We went out for a night off the resort to have fun and do some gambling. I would be cautious of this place, they seem very shady and are running Caribbean keno scams near the front of the casino. Once I saw that we were quick to exit as I know they are not playing fair. Beware! TRIPADVISOR.COM USER
May 9th, 2020
This was our second visit here in a year. We split our holiday and went to the Riu Palace Macao for the first week and the princess all suites for the second week. It was the same price for each, so it was interesting to compare the two. The food was better at the Macao and it was fancier. The ambiance at the princess was quaint and relaxing. I loved the turtles and birds on the nature walk in the neighbouring resort. If you are looking for pampering, good food, posh bars, go to Macao. If you are looking for a holiday that is more laid back, less dressing up, peaceful nature walks, go to the princess. The new sun beds are more comfortable and new chairs at the beach bar. I mentioned the need for that in my last review. Getting sunbeds is not an issue. The rooms are very nice and the views are spectacular. TRIPADVISOR.COM USER
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