My partner and I, along with 23 others stayed here for a close family friends wedding. After reviewing many different resorts, this is the one the bride had chosen. I am sure that if she had have read a review like this one, she may have chosen differently. All of us from our group wrote separate complaint letters which were sent to the travel agent and she submitted on behalf of us. These letters were sent at the beginning of February and we still have not heard anything and it is the middle of May. It is unacceptable that a resort like this can continue to rent these suites out and take our money in this state! They said it would take up to 8 weeks for an answer back and we have still heard nothing.
At the bottom of this review I will post the URL's for my YouTube video's that i uploaded as proof of having no water or hot water.
Here is a copy of the letter that we wrote:
"To Whom This May Concern,
We are writing this letter to make sure that there is awareness brought to the amenity and customer service issues that there are at The Club Caribe Princess Resort in Punta Cana.
My partner and I committed to a group vacation that was planned by a close family friend for her daughters wedding through the recommendation of Julie from Julie's Travel in Delhi, Ontario. From my understanding, Julie has stayed at this resort in the past.
Upon arrival to the resort we were greeted by a very friendly front desk staff. Everyone was very helpful and made us feel welcome. We were taken to the VIP Building with our luggage arriving separately with hotel staff. I do feel that this is a very strange process as most people do not feel comfortable leaving their personal belongings unattended with strangers. We wanted to take our own luggage but we were not given the option, which is something i strongly disagree with.
We entered our "Royal Suite" which we upgraded to. The room was nice, but not at all what the pictures on the website showed. The room was very dimly lit and out of date. Our real issue with this room was that we had NO hot water or at sometimes, water pressure at all. The washroom and the jacuzzi tub on the second floor did not have hot water at all, OR water pressure, for the entire week. What is the point of paying extra for a room that has a second washroom and jacuzzi tub if you cannot use them? We had to shower in my mother's room, when she had hot water for us.
I addressed our concerns with Francisco at the front desk and he said that someone would look into it. We never heard again from anyone. The next day we had to meet for our mandatory meeting with our Sunwing representative, Richard, for our meeting to find out about our departing details. This meeting was nothing more then a sales presentation for day excursions. At the end of the meeting, some of us waited to express our concerns to Richard. He listened to what we had to say but was not at all empathetic to our concerns. I found that everyone we addressed the water issue with, as well as Richard, acted surprised when we brought up the water temperature and pressure issue. I'm sure this issue did not just arise the day we arrived and last throughout the time we were there. Richard said to let him look into the issue and he asked if we wanted a different room. I informed him that we just would like hot water. From my understanding, there are only 6 Royal Suites in the resort and that it was fully booked so how would you be able to offer another room? We again addressed the water issue with Miguel at the front desk. He too acted surprised and picked up the phone to call someone regarding the issue. What really made us feel uneasy and distrusting was the instant answer from whomever he was "calling". We had the feeling that it was a pretend call and that it was just an act.
To expand on the experience that we had with Richard. I feel that a representative for a vacation company, working for a specific resort, should be more empathetic to their customers concerns and issues. Richard was more concerned with defending himself and the resort rather then sorting out our issue. I find this to be very poor customer service and it leaved a bad impression with customers. Even the day that we returned the internet modem we discussed our stay with him and that the issue was never resolved. Again, this turned into a debate and Richard was more concerned about hearing from us that he did what he was supposed to, rather then genuinely addressing the issue and our concerns.
After 2 days of not having our water issue resolved. I decided to video our water pressure to have video documentation to confirm our problem. I do have these videos for your review if you would like to see them. From my understanding, it seemed that the water issues were all in the VIP building, where all of the more expensive and upgraded rooms are.
Overall, we had a nice visit with good friends and family as well as a beautiful wedding. The resort itself was nice and well maintained. We had great experiences with most of the resort staff like Angelina and Christina in the restaurant and our housekeeper was very kind as well. When it comes down to the basics of assuming that you will have hot water and water pressure in your room and you do not have this option, that is a problem. One thing that I look forward to in my day is being able to have a nice hot shower or a bath, whether it is to wake me up or make me feel relaxed and refreshed. We were not given this basic necessity for our stay, which in return did not make it the full enjoyable and relaxing time that we anticipated.
I hope you understand our concerns and can address them, especially for future guests at this resort. Being someone who is an Area Manager in the Customer Service field I feel that it is very important concerns like these to be brought to someone's attention to better your business. I am upset that we paid extra for this suite and did not even have the same amenities of a basic room and that we did not have our issue resolved. This was also supposed to be our first relaxing vacation after a stressful home renovation.
Thank you for taking the time to read about our concerns. We look forward to hearing from you."
Link's to the video's that I recorded and uploaded to YouTube of our "Royal Suite" and our water isses:
Day 1: http://youtu.be/uPW7hMOPafo
Day 2: http://youtu.be/hgaE5utpilo
Day 3: http://www.youtube.com/watch?v=Xto2qLgFwwI&feature=youtu.be
Day 4: http://www.youtube.com/watch?v=xMZkd2d3hT8&feature=youtu.be
Day 5: http://www.youtube.com/watch?v=4aipNfrOuvU&feature=youtu.be
I stopped at this point, I think you get the point by this time.
If you have decided on this as your resort, do not waste your money on upgrading your room!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC