551 reviews
Terrible Service; Rooms Need the Renovation
The hotel advertised itself as a luxury 5-star resort that was newly renovated. We booked the best possible room with a swim-out pool, which proved to be a poor choice due to heavy trolley traffic and noisy parties between 1-3 AM as guests returned to their respective resorts on the grounds. I suspect the renovations were on the pools and common areas, not the rooms.
Our room, 93017, was unbearably humid with constantly damp bed sheets and slippery floors, despite running the AC at full blast. This created an uncomfortably cold environment without effectively reducing humidity. Wood baseboards showed visible swelling, and bathroom ceilings had mold. The humidity made floors treacherous, forcing us to waste towels keeping them dry. The sugar was clumped and you had to tear the packet in half for it to come out for reference, i had post a photo of my blue shirt being left on the bed for about 30 min, showing the dampness that was transferred.
Our party of three (myself, my 92-year-old father, and 13-year-old daughter) were all charged adult rates. The third bed, a pull-out couch, smelled of WD40, and complaints went unaddressed. Extra blankets were unavailable, and the third bed lacked proper bedding and pillows. The language barrier proved challenging as staff would say "yes" to requests but take no action.
The restaurants are generally good but could benefit from more authentic representation of their respective cuisines. The buffets are nice, and most staff are attentive, though some lack basic service skills, such as proper cutlery handling and placement (specifically server Cheila).
Wheelchair accessibility is problematic, with 90-degree ramps making navigation difficult. Restaurants like Yurta, Tainos, and Naan require navigating awkward ramps with sharp turns. At Yurta, guests must manage heavy curtains without staff assistance.
The hotel's wheelchair is poorly maintained - bring your own. Many steps are inadequately marked, and resort trolleys lack steps, requiring lifting mobility-impaired individuals.
Room service is inconsistent, delivering roughly 75% of orders eventually (example: my father's omelet was missed twice before they claimed they couldn't make it; coffee arrived 30 minutes later, cream 30 minutes after that).
The Sports Bar is good but needs more vegetarian/salad options. Popular items like mozzarella sticks and draft beer frequently run out.
Beach bar staff tend to ignore guests until explicitly approached.
CAICU's day manager Erados is exceptional - managing staff well and helping with translation. The paella cook is also noteworthy for her motherly demeanor.
At BP-Punta Cana's Japanese restaurant, staff seemed lost and inappropriately suggested stairs for wheelchair access.
Front desk experiences varied: Miguel provides excellent service, while Bernardette is dismissive and rude. She responded poorly to queries about pre-arrival email communications.
Our bellhop Dennis was excellent. Note that arrivals at Bahia Principe Punta Cana require an internal trolley transfer to Esmeralda (or other resort sections like Ember or Fantasia) - information not communicated beforehand.
Mid-November weather was subpar, and climate control throughout the resort was inadequate. Indoor restaurants were too cold, and temperature variations between areas were challenging for elderly guests.
The Spa offers good services but lacks customization. My father's massage experiences were disappointing - first too soft for pain relief, then a basic athletic massage. The double room's broken thermostat left him cold throughout. However, my daughter enjoyed her facial treatment.
Beware of constant haggling from sales people and double check any excursion you take, the photos and the actual excursion are worlds apart.
Prepare with any medical essentials; the store on the resort is pricy - pack of mints was $8 USD while cough medicine was $12 USD.
The renovation, I believe, took place in the pool from what i heard guests say. The staff, are really need training by senior and experienced individuals from the industry.
