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Reviewed 4 weeks ago

Thanks for a Great Vacation, the Royal Club is the only place i will stay in Punta Cana. Our Repr took good care of use, She made my wife birthday excellent, she prepared everything for us. The room was perfect.

  • Stayed: September 2018, travelled as a couple
    • Rooms
    • Cleanliness
Review collected in partnership with Barcelo Hotels & Resorts
Thank firekat262000
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
gpcsm, Social Media Manager at Occidental Punta Cana, responded to this reviewResponded 3 weeks ago

Dear Firekat262000,

Friendly greetings from the Occidental Punta Cana !

Thank you for sharing your feedback. We truly appreciate your rating and we would like you to know that we are thrilled to hear that we were able to meet your expectations. We truly hope to have the opportunity to host you again very soon. We guarantee your next stay will be even better than your last.

It was our pleasure to serve you.

Warm regards,

Scarlett Acosta
Social Media Manager
Occidental Punta Cana

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago

Check in was a nightmare as we waited for over an hour as the hotel was packed. Lovely marble floors, friendly staff, little shop inside (pricey for essentials). Most staff spoke English. Food was amazing from the buffet to the restaurants although the restaurant service was a little slow but the food was good, especially Oriental and Italian. Seafood restaurant had the worst service because they were understaffed but we loved the food. Make sure you wear long trousers or jeans if you are a man or you'll get turned away. Rooms were really large and clean with daily maid service, very large bed, free huge bottle of Dominican rum and beers and soft drinks in the mini bar. Towels changed every 2 days, very close to tropical beach. This is one of the best hotels for friendliness and cleanliness. Do your excursions via the beach guys as you can haggle and save a fortune! Take US dollars if you can. Swim up pool was annoying as you had to cover your drink to avoid getting the waterfall in it! Above pool snack bar had lovely chicken, hot dogs and drinks. Fresh local fruit and produce cooked to perfection every meal. Look out for Hector on the beach, he wont give you the hard sell, but he works very hard and speaks very good English. Some of the beach guys will hound you. I recommend the boogies excursion as it's the best one we did! Try to tip if you can because these guys earn peanuts! The whole experience was phenomenal and we (2 adults and 4 kids) would definitely come back!

Room Tip: Our room had a massive balcony where we dried our clothes and towels. We were about 45 seconds slow walk to the sea.
  • Stayed: August 2018, travelled with family
    • Value
    • Rooms
    • Service
1  Thank TriciaPoulter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
gpcsm, Social Media Manager at Occidental Punta Cana, responded to this reviewResponded 3 weeks ago

Dear TriciaPoulter,

Thank you for taking the time to review your stay with us. We are thrilled to know that we met your expectations. There is nothing more important to us than offering each of our guests a five star quality of service. This is why guest reviews are so important to us. We have taken note of your experience with the staff in our seafood restaurant, Las Caracolas. We will address this issue directly and assure you that similar difficulties with the service will be avoided in the future.

Once again, we thank you for choosing to stay at the Occidental Punta Cana. We hope to host you again very soon and guarantee your next stay will be even better than your last.

It was a pleasure to serve you.

Sincerely,

Scarlett Acosta
Social Media Manager
Occidental Punta Cana

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago via mobile

Like every year, we went to celebrate my husband's birthday, and this occasion our destination was Punta Cana.
We stayed at the Occidental Punta Cana, because we become members of this vacation club and we want to try a different country
The installation is good, but the service of many people weren't as we expected, lacking of enthusiasm, politeness and interested when service had to be provided.
The location is good. We had 2 rooms, the second one was excellent, with a jacuzzi, because the first one didn't have hot water and we were moved.
Employee of the top pool bar, was more interested watching the phone than the guests.
The water at the beach had algae, inside and on the edge.
Not a good experience.

Stayed: June 2017, travelled as a couple
1  Thank Elizabeth Q
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
gpcsm, Social Media Manager at Occidental Punta Cana, responded to this reviewResponded 3 weeks ago

Dear Elizabeth Q,

Thank you for providing us with feedback regarding your recent stay at the Occidental Punta Cana. Although we are glad that in general you were able to enjoy your week with us, it is disappointing to know that we were unable to meet your expectations. We have taken note of your complaints with our service and the situation with the seaweed on the beach. In reference to the seaweed I would like to clarify that, to ensure that your holidays are not negatively affected by this natural phenomenon we perform cleaning and maintenance operations of our beaches twice a day at least or more if required. Rest assured that we do everything in our power to offer an excellent stay to our guests.We are sorry that our efforts did not meet your expectations.

We truly hope you reconsider staying with us in the future. We guarantee to, not only meet, but surpass your expectations.

It was our pleasure to serve you.

Best regards,

Scarlett Acosta
Social Media Manager
Occidental Punta Cana

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Reviewed 4 weeks ago

We have just gotten back from our stay at the Occidental Punta Cana. We had high hopes when arriving at the hotel and left a bit disappointed, but I will start with the good bits.

- The staff. Most them are excellent, the animation team are without doubt the best out of all of them, they really helped add to our experience and even though some of their English was not good, they loved to just sit and chat with us. Richard and Jose are awesome.

The bar staff are also brilliant and give good measures of alcohol, so you really do make the most of the all inclusive! They are also good at maintaining order, one day a group of particularly rude and intimidating men jumped the queue for the bar and demanded drinks but were sent to the back despite becoming quite aggressive.

- The food, we read a lot of bad reviews on the food before our trip and can happily say the food was very good for all but our last day, it seemed that the hotel had suddenly got that much busier and weren’t able to cater for as many people as when we went for lunch they had ran out of a lot of things but on the other days it was very nice and the restaurants you can book are very good with the Italian being our favourite.

- The rooms. Our room was very spacious and close to the quieter pool and the beach which was perfect for us as the other pools tended to be very busy with children or groups, so it made for the perfect location for us to start out a chilled day. The beds are also very comfy, and the curtains block out the sun light so keep it nice and dark. The air con is also very good to keep the room cool.

- The choice of excursions. The staff at the tour desk are very helpful and they have a good range of trips to offer, if you have the chance to pick, choose to do Bavaro adventure park rather than La Hacienda as we feel we made the wrong choice when booking. It is also worth checking with the guys down the beach at the Mariana hut as to which boat tours they offer as you can often get the same tour for less money.

Now for the bad.

-Room amenities. On our second night whilst using the hairdryer it popped and caused a power cut to our room and smelt like it was burning, we called and asked for someone to come and check our room, but no one turned up for 3 hours despite us calling and even having to go to the front desk to talk to someone! In the end two men turned up, flicked at switch on the fuse box which was hidden by the mirror and then left! 3 hours to come flick a switch. Ridiculous. The same problem happened 3 days later... Safe to say we didn’t use the hairdryer again after that!

We also decided to not have our room cleaned everyday as we would often go back around 6 in the evening to find we had no towels, despite us leaving them hung up as to show we didn’t want them changed.

Also be aware that if there is a storm they are likely to cut the water supply, the whole hotel was without running water/flushing toilets for a good few hours one evening.. not good.

- The Beach. Unfortunately, the beach is covered in seaweed at the moment which is also in the sea so it makes it very hard to enjoy the water unless you want to be standing in it and having it wrap around your feet! This is a problem out of the hotels control, but it would have been nice to be warned.

-Wifi. Wifi at the hotel is not free and comes at a cost of $12 for 24 hours. Whilst we didn’t need to use it much as we wanted to get away from it all, it was frustrating when you have paid for an all inclusive resort to then have to immediately pay extra just to let your family know you have arrived safely.

-Self Entertainment. The resort relies way too much on the animation team, and whilst they are brilliant, the hotel lacks basic things such as pool tables or other games that you can play in the evening if you don’t want to watch the show. If it just had a few more things to do that would have been great.

-Hassle. The last thing you want on holiday is to be bugged by anyone, especially if all you want is to relax, however, when on the beach expect to be hassled by someone on a regular basis. Whether this is someone trying to put a monkey, parrot or iguana on your shoulder or someone trying to sell you a parasailing trip, this becomes frustrating when you just want to relax and i believe they shouldn’t be allowed within any area of the resort. Also beware of the Vacation Club staff, they look like regular staff and wait near the lobby around breakfast time, they will try and get you to attend a meeting and will try and make you go by saying how they get commission and it will help them and their family etc, once again this is hassle that I don’t want to feel when I’m on a holiday within a resort!

The biggest disappointment of the trip was seeing the main pool and main restaurant closing only 3 days into our trip with no prior warning! Sunday we were happily swimming and drinking cocktails at the pool bar only to see it being taped up that evening, the pool wasn’t open again for a whole week and we left the day it reopened. The restaurant reopened after 5 days and whilst they did replace the buffet with a restaurant on the beach this one had a lot more choice and was much better.

We also had one bad experience with a member of staff who said it was impossible to refund us our $120 for wifi when it wasn’t working on our phones. He was called away to assist someone else and a lady was able to cancel it in seconds for us... This was on our first day so wasn't a pleasant start to our holiday.

All in all we feel disappointed by our experience at Occidental Punta Cana, seeing as the main pool was closed for a majority of our stay it feels like we lost out on a huge part of the hotel and with no prior warning given to us it seems that we paid all that money to stay at a hotel with less available than promised, therefore missing out on being able to make the most of the resort, because of this we feel like we have been ripped off. Had we known before we would have chosen another hotel.

  • Stayed: September 2018, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
4  Thank sjg1992
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
gpcsm, Social Media Manager at Occidental Punta Cana, responded to this reviewResponded 4 weeks ago

Dear Sjg1992,

Thank you for taking the time to share your recent experience in Punta Cana. Needless to say, it is disappointing to hear that we were not able to satisfy your expectations. Please know, we are constantly reviewing and renewing our installations and services in order to continue improving the quality of our holiday offerings. Our goal is to offer each and every guest an excellent holiday experience and although we did not succeed in your case, we will continue working towards offer a superior quality of service. We have taken note of the difficulties you experienced with maintenance issues in your room, the wi-fi service, and your experience with the Vacation Club salespeople. We also apologize that the scheduled maintenance affected you negatively. We have also noted your suggestions for self entertainment. We hope you consider contacting our Customer Service department directly so they can work directly with you. We truly hope to hear from you, nonetheless, we will work on these areas.

I would like to reiterate our appreciation for having chosen us as your holiday destination. Please consider giving us another opportunity to host you and, this time, not only meet but surpass your expectations.

It was sincerely a pleasure to serve you.

Best regards,

Scarlett Acosta
Social Media Manager
Occidental Punta Cana

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago

This was our family vacation and we were looking very much forward to having our usual amazing time at the beach... I think I can resume my feelings after the vacation with a ....Nah! We became members of the Occidental vacation club (firstclub) in our favorite location, the Occidental Grand Xcaret in Mexico and every visit we have had there over the years has been great,amazing experience. This time, we wanted to try a different location/region and booked our week at the Occid, Punta Cana (OPC). Well, customer service is not what we are used to from our experiences in Mexico; I mean talking about the whole resort services not only the first club. The first club service was alright but for us it was a hit or miss with the staff in general those first days of our trip. Some seem ready to help with a nice attitude and others looked at us as if we were about to ask them for a big favor (no darling, I only want to order a drink lol). I speak Spanish, too, so through the days I talked to some of them and had some interesting conversations. It transpired that there is some employees discontent after a recent change in the directors personnel with some new rules they were unhappy about, apparently including their access to water and food. You can say it happens everywhere, yes. But when the guests start noticing this in the staff attitude then you have a problem. After my conversations with them, then the "hit or miss" attitude I mentioned before made a lot of sense for me. After a few days, we became regulars and they started to show a better/happier attitude. I guess some times you just have to show a little appreciation for the work they do.
The other thing we missed in this vacation was entretainment for our young child. OPC has a kidsclub, and their website describes "daily supervised activities" for the children. Well, we did not see any daily program of activities going on at the kidsclub. In the evenings, they only showed a film during the "minidisco". The custom mascot, the delphin, was a "no-show" as well. They said it was because of the low season/few children around but in the other Occidentals resorts we have visited even with few children around they run the programs and the minidisco (a proper show, music and dancing; not a film!); guests are still paying for the service all year round, right? Our child stayed a couple of times for a short while at the kidsclub playing on his ipad and that was it. Terrific... not.
On a positive note, big shout to the animation team. All of them went the extra mile to make us adults feel entretained and included in the daily activities. They are one of the best animation teams I have seen in the Caribbean/Mexico. Excellent. Also to the beach bartender of the firstclub, Francisco, very hard working and pleasant guy, always with a smile in his face.
Food and drinks were good; I liked my experience with the Dominican cousine. Unfortunately, my husband got ill with gastro issues the day before the last and spent that day in the room, unwell. He has never fallen ill during previous beach vacations at other destinations. The fistclub staff prepared a herbal-something for him that seemed to help but that was yet another stain to our experience at OPC
This is a resort I would only visit with my partner (if he dares to go back, lol), because Punta Cana has a beautiful beach and entretainment. But as OPC currently is, it doesn't satisfy our needs as a family with a young child.

Stayed: September 2018
1  Thank Monromarce
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
gpcsm, Social Media Manager at Occidental Punta Cana, responded to this reviewResponded 4 weeks ago

Dear Monromarce,

We would like to take this opportunity to thank you for taking a moment of your time to share your experience at the Occidental Punta Cana with us. We strive to offer nothing less than a five-star quality of service for each and every single one of our guests. Which is why we would like to apologize for being unable to meet your expectations. We have taken note of your dissatisfaction with our service and and our kid's entertainment. We have also taken note of the reported illness, so we would like you to contact us directly, so we can investigate the matter further.

We take our guest’s safety and health very seriously. This is why, all major Tour Operators promoting Punta Cana, require that we go by specific hygiene standards. In order to audit those standards on a regular basis, we have hired an outsourced company called Crystal Worldwide LTD, a UK based company represented by Crystal Americas, S.A. Crystal is used by most hotel chains and tour operators doing business in the Dominican Republic, Europe, US as well as Canada. In addition to this, our Quality Control team carries out laboratory testing on a monthly basis to ensure the standards of hygiene of our food and drink sources and storage areas.

Once again, we express our appreciation to you for having chosen to stay with us at the Occidental Punta Cana. Needless to say, we hope to welcome you back in the near future, so we have the opportunity to not only meet, but surpass your expectations.

It was truly a pleasure to serve you.

Sincerely,

Scarlett Acosta
Social Media Manager
Occidental Punta Cana

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