The Reserve at Paradisus Punta Cana

Customer Ratings & Reviews

TripAdvisor Traveler Rating

25499 reviews

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  Poor service bordering on racism and bad food...

  - English proficiency lacking - Insufficient hospitality training - Staff was inattentive (or out right ignoring) - Food was horrible, keeping in mind that all inclusive resorts typically don't have the best food Extremely bad service bordering on racism. Constant micro aggresions which we noticed was an apparent disdain for my family being here which even both my kids noticed. This was for approx 90% of the staff. There were a few above and beyond, particularly since I made it a habit to drop tips constantly as most did not tip at all. You can tell more trained staff weren't like this, but majority of the staff didn't seem to want us there. I had iitially chalked this up to lack of english proficiency but you could tell there was an issue after a few days. I wouldn't go here if you're not of hispanic descent and speak spanish, and avoid altogether if you're of asian descent. --Check in process-- I tip a $20 to the front desk just for a smooth check in, the staff appreciated it, but told me the room wasn't ready since I came early. Ate lunch, came back, we're still waiting for the cleaning staff to clean our room and told several times, another 15 min, another 30min, etc.... After several hours, and about an hour and half past check in time, and all other check in patrons serviced, we're still waiting in the lobby... At some point the hotel manager noticed we're still waiting and walks up to help us. They gave us a room upgrade, which was really nice and it off set the waiting. If this was the only issue, I would have just considered this as a fluke incident and the hotel made it right.... but not the only issue... --Room-- Room was really modern and nice looking. We were upgraded to the master suite which has a separate bedroom and livingkitchen area. Window was broken and does not lock. There were holes in the window frame which mosquitos could come through, no real fix by the hotel after reporting, so I plugged up the holes with bunches of tissue to prevent any mosquitos from coming in. Phone also broke after the first night, no one fixed the window or the phone for the remainder of the trip. Safe lock was a bit strange and the numbers had to be extremely hard or the numbers wouldn't register. --Food-- Horrendous food. Ate mostly the buffet, but the food was re-used from previous service. You can easily tell, e.g. pork chops which were cooked during previous service were now bathed in BBQ sauce but it couldn't hide the dry cook taste from previous service. Room service food, for chick nuggestries - the nuggets you can easily tell were re-used from dinner and rock hard. Asian restaurant was a very strange fusion. Walked out without even ordering to avoid wasting time. Avoid anything on tap, the water, soda, lemonade, etc on tap was disgusting and we started asking for bottles. --BeachPoolAmenities -- Amazing location.... the beach and pool is the true gem of the resort and sets the atmosphere. The pool and beach were pretty empty, i have no clue where everyone was as the pooleach was nearly empty and there is almost no other attractions there. Cabanas were extra charge requiring a package or bottle service, I ordered a cabana daily for the full days I was there. Lifeguards are non existent, on their phone or taking care of other matters. It seemed like they there for show than they are for true emergency services. No other real amentities. The kids room, is really a baby oddler room. There's one play area, with a bar and one pool table but no other true amentities - this was fine by me as I was looking for a beach resort. Just another note, there is very limited space with AC available. --Staff Service-- Most tips were not appreciated or acknowledged to provide a basic level of service. I don't care if the staff doesn't come up and thank you for tipping, but I would have appreciated a basic level of service from a higher end resort. There were a few gems staff members who were appreciative and actually provided service, I made it habit to be serviced by them, but most just took the tip, and continued to ignore you. For those that did provide better service, making sure I had bottles of watersoda instead of the flat tasteless tap drinks, or my bottle services for the cabana, I kept tipping constantly to keep their attention. Most staff ignored to service us (or technically the asian guests) intentionally at times. Even on the day of check out the coffee cafe, the staf went around and checked for drinks of all guests except the 2 asian families sitting there. The resort here needs more english proficient staff, hospitality training, and drum out the racist under tone from most of the staff. They also need to tell their staff to stop playing on their phones all day. As a wrap up, I would not ever return to this resort or the hotel chain.

  Dec 13, 2025
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  Dream vacation, amazing service thanks to Alam.

  Our family trip was amazing. Atmosphere was great. Staff was overall attentive. We stayed at the adults only side, beach was clean. The actual beach did not have any rocks, smooth ocean floor. Food was superb. However, what made the vacation amazing was our concierge Alam Molina. He created a group chat for the family to keep in touch. He even helped us celebrate a very special family event. Top service, this is exactly the vacation we needed.

  Dec 13, 2025
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  Ask for Alam

  Spent an awesome time at Palma Real Reserve for a week vacation. Perfect beautiful weather, good food, cold drinks and awesome beach. Rafael is the man on the beach! The best was our concierge ALAM! He took care of us like family and set up everything we needed/ wanted. Definitely recommend him!

  Dec 13, 2025
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  Would go again

  Very nice beach. Rafael at the beach is your hook up for all your drink needs. Alam the concierge was the best. Would definitely think about coming back again.

  Dec 13, 2025
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  when you have a problem is your problem not ours

  Unfortunately I culd't use my reseervation. My wife broke her leg eleven days before our checkin'. the answer of the hotel was they will do nothing. the cancelation must be done 15 days after the checkin', and medical causes accepted only if she was in a hospital for at least 72 hours. so, don't have health issues.

  Dec 13, 2025