Sunscape Coco Punta Cana

I am writing to formally request a substantial refund and financial compensation for the abysmal experience my family and I endured at your property from [09/23/2026] to [09/27/2023]. This trip was meant to celebrate my mother’s 70th birthday, but it instead exposed us to severe sanitation failures, health hazards, and a total breakdown of guest services. As a District Manager in the janitorial and security industry, I hold a rigorous standard for operational execution, quality assurance, and environmental hygiene. What I witnessed at your property was a systemic failure across multiple departments: Critical Sanitation & Health Hazards: Room 3118 was structurally unhygienic upon check-in and harbored visible mold, which directly resulted in my elderly mother falling ill. Failing basic surface cleanliness is an unacceptable liability. Substandard Recovery & Amenities: When reported, the room move to the "members area" was negligible, and the promised welcome wine was omitted. Furthermore, key cards repeatedly malfunctioned, and basic linen management was non-existent (taking two days to deliver a single washcloth, alongside zero provision for waste disposal bags). Misleading Marketing & Inadequate Facilities: Your website advertised a fully operational dining ecosystem, yet only a fraction of restaurants were open, and the food truck offering was unpalatable. Deficient Staffing & Environment: Front-line staff lacked basic hospitality training, and the general environment was compromised by excessive noise and disruption. Given the premium price point paid for this stay, the service delivery and asset condition fell appallingly short of acceptable hospitality standards. I expect a prompt response within the next 3 to 5 business days detailing how management intends to financially compensate us for this ruined milestone celebration and health hazard. Attached are photos and documentation of the conditions encountered.

Hotel not far from the airport. It’s a big hotel so expect to do a lot of walking. Make sure to upgrade for a better experience with VIP access to additional restaurants and beach access.

We were a group of 16, all adults and one four-year-old. My family had the three-bedroom, three bath unit 8100 that was shared by five adults and the child. We really enjoyed it. Beds were comfortable, air conditioner worked great and our housekeeper, Llyana (not sure if that is spelled right) was wonderful! We had plenty of room and the living area was a bonus. There are no drawers, so unpacking suitcases in one of the bedrooms was an issue. The master had plenty of shelves and the bedroom with four bunk beds only had one person it, so the other beds were utilized. The other room did have limited space. The only complaint about the unit was that the doors/windows did not seal well, so we did have mosquitos. But nothing that we could not deal with. Others in our party had Ocean front Sun Club, handicap accessible bottom floor pool view Sun Club, top floor Sun Club pool view (they were in a regular room in building four and the air would not work, they moved them to the Sun Club room) and regular swim outs building 13. The beach was clean. Unfortunately, the water was full of rotting sargassum, and it did stink at times. But that is not the resorts’ fault, so it was what it was. We ate at all the restaurants. Food was fine. We could always find something to eat. Our biggest complaint with the food was it wasn’t that flavorful. But we are from the southern United States, we like our seasoning. We did have one person that went to the buffet multiple times. He did get sick, but we aren’t sure if it was viral or something he ate. His wife also got a touch of it, but it did not last long. He has been sick for almost a week. All the rest of us are totally fine. I ate lettuce, fresh fruit, etc. My husband forgot and drank the water to take some medicine, but it did not affect him. We both used the tap water to brush our teeth…no problems. Resort was fine. Clean. We hung out at the main pool one day. Found chairs along the pool mid-morning with no problems. The rest of the time, we stayed at the Sun Club pool..mainly because the bars were not crowded and we liked the shallow water with the tanning shelf to sit on. Main pool was clean while we were there. Sun Club pool was clean except for one day. It was a little dirty. Overall, the resort was fine. Staff was great. If I just wanted a chill cheap vacation and didn’t care if I got in the ocean, I would stay here again, but due to the beach, which is totally out of the resorts control, I would not book here again. Also, we were a little dumbfounded by the fact that the bars were not stocked that well. One day, we could order a drink and then the next day they didn’t have what they needed to make it, and they would just say we don’t have it, no calling someone or trying to get it. One night they did not have white wine at any of the bars and one night they did not have beer. Carlos in the Sun Club was outstanding. Not only did he take care of us that booked Sun Club, but he also took care of others in our party. He was amazing. The entertainment staff was a blast and all the bartenders at the Sun Club were excellent. We had a great stay and no regrets!

Arrived in Sept - Upgraded room was huge, room was GREAT with Jacuzzi tub, shower, double the size of most hotel rooms, great cleaning staff, AC was cold. The main issue was the 100ft depth of weeds on the beach. Couldn't swim or use the beach the whole vacation, this put HUGE amount of people in the pool and filters couldn't keep up with sunscreen, band aids, debris from so many swimmers. Also couldn't get many drinks unless you are the first one there in the day because the bar was SLAMMED! Tried to relax by the water but the smell of the weeds was disgusting and the 20 people a day that harass you to buy excursions at the beach tried to use it as a selling point to leave the resort to go to somewhere you can actually swim. The food was all the same at the Windows buffet, it would be nice if they had 1 specialty option for that night like pork chops today or fish steaks or something like that. Eating cold cuts on plain bread, beans or baked potatoes was not my favorite. Also the food was mostly cold the soup was the best part. Although the specialty dining WAS AMAZING, the Italian was excellent service and FOOD! The shows were not good and loud and the "night life" was lame, many people just sat for hours at dirty tables smoking or sitting around passing the time. Half the specialty dining was closed and some snack bars but understandable for off season. The coffee bar was good too. They should warn you before you book that "I understand that the beach is not swimmable this time of year and water sports and boat use is not available" since that IS the whole reason to book a resort in the Caribbean. Also almost no shade anywhere, pool no shade, chairs at the pool taken, no shade most places.

He was an amazing server always had a smile on his face very pleasant made my trip very fun glad to have him here