We are a family of 4 who stayed in The Reserve for 14 nights in July. This is a stunning hotel. The design of the main areas and the gardens and pools is second to none. The layout of the walkways and the planting mean that you always feel you are in a somewhat private area. There is a huge array of fantastic outdoor furniture and plenty of space at any time of day.
The food is superb, with the only disappointment being the mexican restaurant. In a 14 night stay we managed to eat in many of the restaurants and bars: the hotel uses the very highest quality products in the meals, the cooking is great (albeit largely grills - but do try Aqua for really superb cuisine) and the presentation is good.
The gyms are great. The gym at The Reserve is very well kitted-out and very well managed. The chap who ran the gym (Wendy Liriano) was fantastic and genuinely made a huge difference to our stay (I don't think I have ever before said that the gym was a real highlight of my summer holiday but Wendy literally made the experience so good that I couldn't wait to get to the gym each day). He was so positive, fun and encouraging, and even managed to deal beautifully with a very challenging lady from NY who wanted the gym music silenced so that she could have her own music on. There's always one ;-)
The only downside was that service at reception was generally very weak and the cleaning service poor. The staff at reception simply didn't seem to know what they were doing, and had a very frustrating habit of insisting they understood requests in English, when it subsequently became clear they had not, and much time and effort had been wasted. Much better to say when you don't understand. We discovered from other guests that the solution was to ask for Glynis, which we did, and she was a real 'fixer' - a customer service superstar.
The housekeeping service also needs attention. The housekeepers seemed to be in an out of our room constantly and yet we were regularly running out of clean towels, toilet rolls, shampoo etc. Twice we were woken at 10.30pm by housekeeping barging into our room to do something (heaven knows what since they had already completed the turn-down service hours before). Housekeeping should be as efficient and as invisible as possible. Not like the extra relative you didn't really want to bring with you and is constantly hanging around!
Overall, we would strongly recommend this hotel, assuming service is something that management will work on. The fundamentals are all there, and the environment (the hotel and the beach) are exquisite.
- Official Description (provided by the hotel):
- Explore The Reserve, our new boutique resort within a resort, designed for those whose stay in a luxury suite is as important as sun, sea and sand. Including three pools and a la carte restaurants, YHI Spa and gym, Swim up Suites with direct access to the pool Family Concierge Suites. Take benefit of your stay at The Reserve and use its facilities and services as well as the ones in Paradisus Palma Real Resort. ... more less
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- Also Known As:
- The Reserve At Paradisus Palma Real Hotel Punta Cana