Sunscape Dominicus La Romana

Two weeks with fantastic people its to much to writing coz I have no words how our stays looks like. Mucias Gracias Love u All ❤️

Had an excellent family holiday and really enjoyed our stay. The staff were consistently friendly, and the family‑focused activities and facilities were a real highlight. We would happily recommend the hotel to anyone considering it. A few small attention‑to‑detail issues held it back from being a perfect 5/5: minor paint spills in the room, slight bathroom floor warping, and some paint visible at the bottom of the communal pools. Otherwise, the hotel was clean, neat and well maintained throughout. We occasionally wished the background music had a bit more variety, especially some international tracks, as we don’t understand Spanish. We also suggested turning the space between the pool and beach into a raised decking area with board games for a relaxed hangout spot. These are the only reasons we wouldn’t rate the hotel 10/10, but in terms of enjoyment and a happy family holiday, we are very glad we went.

Had a great time with my family! Renato was amazing, incredibly attentive ❤️

The best location in Bayahibe, compare to other hotels. More privacy. Lovely atmosphere, amazing perfect beach. Modern decorated rooms. Garden very well kept. Good food buffet, but could have more variety and quality. Not a 5 Star hotel, but the best value for money.

I am writing to express my profound disappointment with our recent stay at Sunscape Dominicus La Romana. Having previously enjoyed memorable stays at Hyatt/Inclusive Collection properties—such as Dreams La Romana—as well as other high-caliber resorts in the Dominican Republic and Mexico (including Bahia Principe Luxury Sian Ka'an, Riu Palace Macao, and Majestic Colonial), we chose Sunscape Dominicus to celebrate our 20th wedding anniversary. Unfortunately, this experience fell dramatically short of the standards expected from your brand. Before arriving, we communicated with the resort to arrange a reservation for our anniversary dinner on July 22nd at 19:30 for 3 people (2 adults and our 7-year-old child). Upon arrival, no one knew anything about our booking, and the dinner happened as a "favour" because we didn't have any booking . Furthermore, no anniversary gestures were prepared on our check in/room. In past milestone celebrations (our 10th and 15th anniversaries), resorts proactively offered partial upgrades or special rates for suite upselling—benefiting both the hotel and guests during a celebratory trip. Here, despite seeing simple fruit baskets or door banners for other guests, we received no recognition whatsoever. This shows lack of customer care and even business vision, because we were likely to upgrade like we did in the past, and so you lose business revenue this way. The issues extended across every aspect of our stay: Room Quality & Maintenance (Room 4217): The room had serious structural flaws. Floating laminate flooring was installed in a beach environment, causing the bathroom floor to warp so badly that the door could only close with extreme force (the bottom of the door was visibly worn). Additionally, from our check-in on Friday until the following Wednesday (5 nights), the floor was never washed or swept of sand—the staff merely made the bed. It was only cleaned for the first time on Wednesday. The towels were taken during the morning and replaced sometimes at dinner time, and the smell they have, made me wonder if they were cleaned and not only dried. We had a clog in the toilet but it was fixed really fast. Pool Hygiene & Maintenance: The pool was consistently dirty, turning our swimwear yellow and leaving yellow grime on the edges. Pool cleaning frequently started late (between 09:30 and 10:00), while guests were already in the water, and involved only surface skimming rather than vacuuming accumulated sand. Guests even resort to using the nets themselves. Alarmingly, a large piece of plastic and a white grate sat at the bottom of the pool for 1 full day; after I personally pulled them out, they remained on the pool deck for another 2 days before being removed, and several staff members pass through it. Beach Conditions: While the ocean and artificial reef were lovely, the beach area was never cleaned of trash or cigarette butts. Staff merely plowed sand near the grill restaurant without removing debris. I never saw this kind of maintenance on a beach property, I know guests are responsible for that, but the hotel must take action to keep the beach clean and safe. Dining Facilities & Public Health Risks: Buffet Windows: Massive entry queues (30–40 people) formed at every meal because entrance staff were forced to handle upselling for lobster events instead of managing seating. Inside, options were limited, tableware was dirty, staff behavior was unacceptable, and chilled items were kept at room temperature. At breakfast, only one omelet station was active, bacon was cooked on-demand after opening instead of being prepared in advance, and green pineapples were served while fresh mangoes sat unopened on displays. At lunch, only one grill station operated, and the dessert area was infested with bees. Critical Health Hazard: During lunch at 13:00, our assigned table lacked glasses. A staff member brought pre-filled glasses. Upon finishing, she took our used glasses to her station, refilled them without washing, and served them to another table. This is a severe public health violation. Furthermore, we noticed greasy plates and cloth napkins being taken from used tables and folded back into the clean stack. The more we look in the last few days, the more disgusted we get. A la Carte Restaurants: Experiences were severely inconsistent. At Tierra, our second visit was appalling: the ceviche appeared unappetizingly thrown together and was served warm (a dangerous food safety hazard), while the server was rude. At Da Mario, the meatballs contained no sides, my wife's lasagna ragù was inedible, and my chicken napolitana was barely acceptable (though the waitstaff was wonderful). At the Grill, the meat was good, but service was cold and inattentive compared to neighboring tables. Staffing & Explorer's Club Incident: The hotel appears drastically understaffed, with employees working under tough conditions (such as bee infestations at the bar), leading to a noticeable lack of warmth compared to our previous visits to the country. While the Italian animation team at the Explorer's Club was excellent, a staff member named Michelle behaved unacceptably toward my 7-year-old daughter during face painting at the theater. At 20:58, she rudely dismissed my crying daughter, claiming she had "no time" due to a crowd, despite finishing with all the children by 21:05. The face painting was scheduled till 21:00. For comparison, the Italian team stayed until 21:10 applying tattoos with patience and a smile. This for me was revolting, we are talking about children, and as a parent i wish this kind of vacation were magical, instead she spent the rest of the night sad, having even cried for a few minutes. Even if she needed to finished on time (and she didn't because she were at 21:30 on the show introduction), if we work with children we need to more empathetic, and if not possible, just try to express it in a nice and simple way, not shouting pointing to the mobile phone clock. Language Barrier: Very few staff members spoke English, creating significant communication barriers for international guests. Although this is not a barrier for us, many native English guests were struggling with it, so I need to point that out too. On check out, like we always do, we ask if a late checkout is available, paying the according fee. This was much appreciated on this trip, since our transportation only picks us at 17:45. At 8:45 of the checkout day (like I always do on our trips) I went to the front desk to ask for availability for the late check-out. First interaction was "I can only say at 09:00", literally 15 m later... then she just said that option were not available. This is strange because we know guests that had the same issue (they tried at 8) and then go back after 9h and they were able to do it. I don't know what kind of organization the hotel has, but again, you're losing extra money guests are willing to spend. Positive Aspects: To be fair, we want to acknowledge the dedicated resident animation and theater show teams, the lovely ocean water and snorkeling at the reef, the impeccably maintained gardens, and the hard-working maintenance crew. Conclusion: Our last stay in the Hyatt group was Dreams La Romana, and I'm really surprised that this hotel is part of the same group, because the kind of experience it is providing to the guests puts a stain into the name of the brand. Comparing this service with what we have in our 15 year marriage anniversary in Dreams La Romana ... My only regret was that when we were booking, since Dreams were not available with our agency, we specific ask to book in a Hyatt hotel because this was a special occasion and we trusted that Hyatt were going to deliver, which from this email you're already realized that not only you did not deliver, but also tarnished you brand reputation . We are currently planning our next family trip to Mexico for next year, a large group of 9 people, including my parents-in-law who have never visited Mexico before. Based on this deeply disappointing experience, which fell far below Hyatt’s global standards and our needs as customers, we are seriously reconsidering whether we will book with your hotel chain again. I request that this feedback be escalated to brand management, although it can't do nothing for my ruined vacations and special moments, it can be used to avoid this kind of behaviour. I look forward to your response regarding how these service failures will be addressed.