Be aware of this Hotel, I’ve traveled to so many places and I have never experienced this type of service, the worst. The only reason why I am giving one star is because of the few employees who were really nice and the location.
Once I arrived and paid, I was scored to the room with my family and a set of rules were given to us, including if I wanted to have any family member visit me. I would had to pay $100,00 pesos or $20 per person, just to visit me (Not to stay, Just to visit me). When I told the receptionist by the name of “Blanca”, that I was not going to pay for that and never hear of this she became very rude and disrespectful screaming at us and slammed the door in our faces. At this point, I reported the incident to management and demanded my money back so I can go to another Hotel, they refused.
A lady by the name of Rosanlinda, was very apologetic about the incident and insisted that was not going to happen again and spoke to administration who was ok with my family vising without having to pay, as long as they didn’t use the pool and I was ok with that because they were going to just visit me for a few hours. After returning to the room/apartment, I realized, the room was not clean and the garbage from the previous guests was in the apartment. Once I complained, they sent a cleaning person who cleaned the apartment.
Security in the beach section was also very rude, some slim Italian guy was just as rude and disrespectful. He asked my husband if he knew all the rules of the hotel, we felt if we were in a boarding school and not on vacation. I never felt so uncomfortable in a Hotel, the worst customer service. Every time, my sister and niece visited, they harassed her to pay even thought they already knew about the arrangement with management.
The location of the Hotel was good because it was right in front of the beach, I have to say, some of the other employees were very nice, Rosalinda was always polite and very apologetic about what had happened, the employees at the restaurant and even the cleaning crew was very nice. The guys by the pool were also very friendly.
My message to management is to provide customer service classes to some employees and to treat the guess with respect so they can feel comfortable and can return and even refer friends and family. At times, it felt almost like discrimination, I am Dominican/American and after talking to some of the guest’s tourists in the hotel they said they never experienced that. This is the first time I experience this unfortunate situation; The Dominican Republic is known for having great people and making tourists feel welcome. This hotel needs major improvement on customer service when dealing with guests.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC