Impressive Punta Cana

Disappointing Holiday – Impressive Punta Cana Was Not a 4-Star Experience Unfortunately, this was one of the worst holidays we have had, and I would not recommend Impressive Punta Cana. The problems started on arrival when we had to wait around an hour to check in. Our room’s air conditioning was broken, and despite repeatedly contacting reception and being told someone would come, nobody did. We spent most of our first full day going back and forth to reception before finally being moved rooms at 3pm. Communication from the hotel was poor. We weren’t given basic information about restaurant times and were simply told to download an app and find everything ourselves. There were some positives. Plenty of sunbeds were available, the buffet restaurant had a good choice of food, and the gym was well equipped. However, these positives didn’t make up for the numerous issues we experienced. The biggest disappointment was the poor customer service. We also experienced a complete lack of hot water after returning from an expensive Saona Island excursion, and reception could not tell us when it would be fixed. The excursion itself was also disappointing. For $75 per person, we expected much better. The food was poor, the drinks were extremely limited, and the day was badly organised, with long waits and very little communication. Impressive Punta Cana is advertised as a 4-star hotel by both the hotel and TUI, but based on our experience, I would personally rate it closer to a 3-star. There were some good points, but unfortunately, the poor service, room issues, lack of communication and general organisation made this a very disappointing holiday. We certainly won’t be returning.

I’d like to start my review by saying a heartfelt thank you to the staff that contributed in making my stay god. Please see below for those staff. Please forgive me if I spell the names wrong, but to Noelia from guest services. You’re one of the most understanding staff there is. I went to so many staff with my complaints even spoke to managers and they all shut me down or didn’t even tried to help tried to help me in the slightest way, but I came to you and vented my frustration and about the lack of communication that takes place for the time that I was their and in less than one minute you had everything sorted, for that I’d love to say a heartfelt thank you. I just hope this hotel value as much as I do. To Reina our housekeeper, who came every single day around the clock to make sure our refrigerator was stocked, bed was made and place pedals and hibiscus flower and checked in on us once you were on duty, I’d like to say thank you and I LOVE YOU so much. You’ve been another positive contributor to our vacation. Last but not least the front office agent Mr. Bertoni keep being the amazing front office agent you are. Mr. Bertoni was the only polite front office agent at that desk. He greeted us with a pleasant smile on his face and spoke to us very respectfully. He was one who tried his best to actually assisted us when we came to the front desk with any issues. To management of this hotel please to value these staff, for if I was to return to this hotel it would be because of them. Now to downside of this hotel. As someone who works in the hospitality industry I was EXTREMELY DISAPPOINTED in this hotel. Check in time took about 40 minutes or more because they had only 2 front office agents working for all those arrivals, which was a bit crazy for me. I paid for the upgrade and was given a room where it had a pool view and when my coworker went to enjoy the pool party they had in the pool that was in front of our room they said he’s not a PREMIUM MEMBER. He went to the front desk where they informed him we only paid for the premium room and not the service which was not explained to us at the front desk. If I had did that at my job I’d bed dealt with by my manager because where I work we are informative and helpful as possible. To make matters worse I went on a buggy tour and came all muddy and wanted to take a shower and the water was off. No letter was left in the room to informed us or no phone call was ever made. I was super late to my reservation. The entertainment their only cater for the Spanish speaking guest, because during my stay their myself and a few of the English speaking guest had to go to the dj and ask him to play some music for the English speaking guest. They had a headphone party and I had to approach the entertainment and request to have some English speaking music played for the English speaking guest. Even though they play the English speaking music they were very short lived. They played for less than a minute. The bartenders need to be trained in how to make drinks. I went and asked for a Pina Colada and they gave me a pain killer. I asked for a bob Marley and got a strawberry daiquiri with a few liquor in it, even though it tasted good that was not what I asked for. A simple rum and coke and they messed that up. The swim up pool bar pools need a bit of a renovation. The jacuzzi were extremely cold. There’s nothing special about the premium rooms at all. Not even a bottle of champagne or free room service to the premium members. I was told I have to pay $10.00 USD everytime I ordered room service. Craziest part you have a towel card. So, you only get one pool towel and you have to make sure that you have your card and hen leaving the room or you’d have to go back to locate your towel card just to get towels. This was not what I was expecting from this hotel. I honestly wasn’t IMPRESSED at all. Another thing where I work everytime a guest pass a staff we greet the guest with a good morning, good afternoon, good night or how are you doing. There the staff just pass you straight. I would give you a one star review but Noelia, Reina and Bertoni are the reason I rate this hotel pass one start. Please to ensure yall recognize these amazing staff and value them. Another thing after being giving a premium band no one told us that their was a premium Lounge where we could have breakfast and lunch until it was the day before we were suppose to leave and had to extend due to flight issues. As a guest when I heard the name of the hotel IMPRESSIVE PUNTA CANA, I was hoping to come and be impressed, and depressingly I was not impressed at all. Once again please cater for English speaking members. Even if you have to hire an English speak person to deal with the English speaking guest or offer courses to your staff that can train them to speak English. One thing that upset me as well every time I approach a staff they didn’t understand me and I have to either wait for them to find someone who understand and speaks English or I have to go and find them myself. Plus the WiFi is so u reliable. I didn’t have no WiFi in my room and had to go stand by the SPA area where I stood for over an hour to get signal so I could use the WiFi. Sadly to say after my coworker went and complained and they were trying to sell him something instead of assisting with the issue and he came back and told me and I went up their and displayed my frustration and Noelia assisted us from the time I went back to the room WiFi magically started to work. Ending by saying please to do better IMPRESSIVE PUNTA CANA because you’ve officially ruined my very first vacation.

Went with my 3 kids Beach was filled with black seaweed so couldn’t swim Our room had no hot water for two full days when we arrived. They offered for me to check out at noon and check back in at 3 on day two, which if you have kids, you know would have been too much of a hassle. Thankfully by day three we had hot water. Agents at entrance welcome you and try to get you into conversation. If you’re nice like me you’d find out it’s with the purpose of getting you to sit through a 90 min session about their heritage travel club. Biggest waste of time in my life. I had three different people speak with me about the same “special membership deal opportunities”. Each time I thought I was finally done, they introduced their supervisor who elaborated. Eventually I was too agitated and said I’m ready to leave and don’t want to hear anymore. Food was ok. Kids club only had other kids one of the times I brought mine. Not very fun for them, but staff was nice. Most service staff was kind. Reception was a mess and apparently threw away my passport photo copies when I checked in, so they asked for them again upon check out. Just… unorganized. Highlight was the foam pool party.

This is a 3 star hotel at best. They do not like white British and will serve anyone and everyone before they even consider serving you. I don’t know why this is but there was a number of other white British families who experienced the same treatment. They made my 16 year old daughter change from beach wear for the restaurant (which I 100% understand) however they let other ladies wear thongs and completely see through clothing! It made no sense to me at all and for my daughter it made her feel discriminated against and very self conscious. There is a potent smell of sewage in the hotel. They do not clean the cups that they use for drinks other than rinse with some tap water. We all experienced really bad stomachs and put it down to this. If you are to go here please bring your own cup as many people did that, as did we when we realised. Electricity kept going off. We had no water one day. Cleaners are so lively but don’t really do a proper clean. Our cleaner was the friendliest person we met. The food is not good. Even in the restaurants. We found the best food in the sports bar but that was touch & go and was basically crap but the best they had to offer. You can’t really go out of the hotel to use better beaches without paying a premium. The shops in the hotel are prices extremely expensive. There are some local shops within a 5 minute walk that is a fraction of the price you would pay in the hotel. The staff are rude, white British is not welcome, it smells bad and isn’t clean. There also isn’t anywhere to go to relax as there are activities happening all the time which is great but there should also be places to relax.

Very disappointing experience — still waiting for our upgrade refund Unfortunately, our stay was deeply disappointing and fell well short of the standard we expected from a premium area of the resort. We paid for an upgraded experience, but the level of service, cleanliness, food quality and attention to detail did not represent any cost for upgrading and value for money. The above details should be upheld any additional costs. What makes the situation even more disappointing is that we are still waiting for a refund for the upgrade we paid for, despite the issues we experienced with the promised services. We have now sent six emails to the hotel regarding this matter and, to date, we have received no communication or meaningful response from the hotel. This lack of communication is extremely frustrating and, in our opinion, further demonstrates a lack of appropriate customer service. Our main issues included: Only one pair of slippers provided despite two guests sharing the room. Laundry not collected until two days after we complained and completed the required paperwork. We had to contact Customer Service through the app to chase the return of our laundry. Housekeeping supplies were not replenished daily despite specifically requesting this at Reception. Poor experiences at the restaurants, including repeatedly overcooked Filet Mignon and meals that were either incomplete, dry or poorly presented. Butler service, which was included as part of our upgrade, was not provided until eight days into our holiday. Staff in the buffet area attempted to seat us at tables that had not been cleared of any previous guests dirty dishes and wasn't appropriately cleaned. We felt that Spanish-speaking guests appeared to receive preferential treatment. The seaweed situation on the beach and the presence of a tractor working directly at the front of the beach also detracted from the overall experience. We paid for a premium/upgraded experience and expected a corresponding level of service. Unfortunately, the reality was very very very different. The fact that we are now having to repeatedly chase the hotel by email — six emails and still no response — is particularly disappointing. We should not have to continually pursue a hotel for a refund relating to a service that was not delivered as promised. At this stage, our biggest concern is not only the disappointing holiday itself, but the complete lack of communication regarding the refund. We hope the hotel management eventually addresses this matter properly, provides the refund that is due, and takes the necessary steps to ensure future guests do not experience the same level of poor of customer service and communication. Overall: a premium price, but unfortunately not a premium experience — and still no satisfactory resolution. TripAdvisor states that you have to put a rating on this and would of been nothing but its down as one as a necessity.