LocationPunta Cana - Beach
General Policies & Fine Print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring break-free environment.
A price may display when children stay free, if your vacation includes transfer to your hotel.
Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating15729 reviews
I was aware going during hurricane season was risky. The day before our flight I learned of storm Franklin. A few days after we arrived storm hit DR however I am very pleased with how this resort managed our safety, kept us informed and did everything to provide us with great service. Particularly on one of the days we dined at Foccacia where Amarilis was so attentive and kind. She accommodated us, was very generous and provided outstanding service. We felt welcomed. Dinner was incredibly delicious. I look forward to another vacation at the Princess Family Club at Grand Bávaro. Kudos to Amarilis for her efforts and hospitality.
Things have changed for the worst!
I would like to start by highlighting the positive aspects of my stay at the hotel. The staff on the platinum side, including Roberto, Chivito, Osneyda, and the platinum lobby staff Ronny, Idanny, and others, all did an excellent job. They were consistently helpful and made our stay enjoyable. Special mentions to Dariel & Mara at PBG, Agustin (who seemed to be everywhere), Ramon Mora at Gaucho, and Niurka at Samsara for their exceptional service. Claudio at the beachside also deserves a thank you. Guest Service Jairo was also very helpful. However, there were some significant negatives that I experienced during my stay. Our flight was delayed, and we arrived at the resort at 10:30 pm. Despite showing that my reservation was paid for and confirmed, the check-in process took an unnecessarily long time, and I was made to wait until midnight to be informed that they couldn't find my reservation. Additionally, I was asked to pay a two-night deposit, which was unexpected and frustrating. When I requested to speak to a manager, no effort was made to assist me or contact anyone. This lack of customer service was disheartening. Another family with a child had a similar experience. Furthermore, the room assigned to me, 5524, was in poor condition, and I will attach pictures for reference. The shower was disgusting, and the bed felt as though there was sand still in it. One of the advertised advantages of booking platinum on their official website was a free lobster dinner and internal transportation. However, when I inquired about the lobster dinner, I was informed that it had been discontinued a year ago, despite it still being advertised on the website. I approached guest service to address this issue, as I am a returning guest and have always recommended this hotel to colleagues and friends who love seafood. Unfortunately, I had the misfortune of speaking with Gabriel from guest service. He showed no interest in helping me or resolving the issue. He seemed distracted, making calls and checking his phone while I was explaining the situation. Frustrated by his lack of concern, I informed him that I would seek assistance from the other guest service staff, who appeared to be more helpful. I subsequently approached the other desk, where they not only apologized for the inconvenience but also provided me with a voucher for a lobster dinner and explained the issue. In comparison to my previous visit in 2021, where the hotel was great, fancy, and luxurious, it is evident that the property has deteriorated and lost much of its charm and class. I am deeply disappointed with this decline and can no longer recommend this hotel or consider returning here. The price/quality ratio is no longer equal, and I believe it would be wise to hold onto the positive memories I made in 2021 and explore other options. Sadly, I advise others to stay away from this hotel, as it is not the same as it was two years ago. August 12-27
Enjoyed my stay
The hotel is beautiful and welcoming. Our room was big and very confortable but the AC was way too strong specially at night time we had to sleep with hoodies to keep warm. Cleaning staff was very attentive and came whenever needed (Thank you so much to the lady who cleaned our room during our stay). I enjoyed the food at the buffet (La Hacienda), sometimes the staff took very long to bring your drinks. The food at the restaurants was ok and the service was good. I enjoyed drinks at the 24/7 pub and the coffee was just out of this world. Check with Starling or Julian for awesome mojitos. I often took trips to the pub from the beach just to get my drinks there mostly because the bar close to the beach did not make very good drinks, I enjoyed the fresh lemonade though. I enjoyed the shows at the lobby and specially the jazz show at the lobby bar, awesome atmosphere. The beach was great and we tried to enjoy it as much as possible due to the tropical storm and the seaweed. One thing that I was a little dissapointed was that at the lobby bar, we had to wait "by the bar" a very long time to be served, it was not busy but for some reason they were not serving us. I would not mind coming back, I will book Platinum service this time.
Rony Y Juan
Rony & Juan from platinum reception helped me with an extra room without having to switch my room. Very helpful men. Great communication and very understanding. Had to check out Sunday, had to get another room and they mad it possible to stay in same room without a problem, no fuss, no arguing. I appreciate it very much. Thank you!!
Lorenzo best bartende
Lorenzo bartender The best with our group! All weekend ! He was nice, look for our drinks and very special! Great service Lorenzo Clean hotel, nice service and room silver area. Thanks to Lorenzo we have a better weekend . Our group loved and look for Lorenzo !