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“Great with some minor issues”

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The Reserve at Paradisus Palma Real
Ranked #4 of 111 Hotels in Punta Cana
Certificate of Excellence
GreenLeadersSilver level
Huntington, New York
Level Contributor
16 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
“Great with some minor issues”
Reviewed 28 February 2014

Overall, a wonderful week's vacation with the family at a great resort. Wish I could give it a 4 1/2 star rating because I think that is more accurate. I rounded up because most issues were minor.

The great:
- Large, clean, unique pools in both Reserve and Main area that never felt crowded (even though resort was fully booked Presiden't week)
- Spatious, clean suites with in- room and patio jacuzzi
- A variety of chair, lounge options throughout
- Helpful family concierges (Thanks Glenys and Suleny) and very nice service overall
- Beautiful beach
- Enough activities (music, quality entertainment, kids zone, tennis, etc) without feeling hassled
- Beautifully maintained property
- Nice bars, including a pool bar with the entertaining Ramon and his Fuego shots


The not-so-great
- Minor snafus with reservations for all three families in our party
- Good food at sit-down dinners but grilled food at buffets undercooked several times. Chicken, beef, lamb burgers, all dangerously underdone (ask them to keep your's on longer)
- More of a language barrier than I expected. Had a hard time with some service requests
- Beach is great, but grass-like seaweed took water experience down a notch
- No outdoor hot tubs

My advice. . . enough great things to give this place a shot and enough unique things to make the overall DR experience different than many other places. And, if you're feeling adventurous, take a walk down the beach to the Hurican Cafe, grab a Presidente and visit the cigar shop next door. You're sure to come back with a few stories from your walk.

Room Tip: Whatever you choose, confirm that you are getting what you asked for. Also, rooms at Reserve are on...
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  • Stayed February 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank EdHry67
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rafael T, General Manager at The Reserve at Paradisus Palma Real, responded to this review, 3 March 2014
Dear guest,

Thank you for letting us know your impressions about you recent stay with us. I am thankful for your comments about our property.

Regarding to your observations, you may rest assured they will be discussed with the corresponding departments in order to avoid such situations in the future.

Thank you for preferring The Reserve at Paradisus Palma Real and we look forward to welcome you back in the near future.

Sincerely,

Rafael Torres
Managing Director
Paradisus Resorts Punta Cana
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English first
saskatchewan
Level Contributor
12 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed 27 February 2014

Our family stayed 8 nights at the reserve. We booked 2 master suites with a family concierge. The rooms are very good, clean, spacious and we had turn down service every night. The gardens around the rooms are beautiful and private. There is a pool that circles around the reserve area that has lots of comfortable chairs and privacy. The area was just perfect. If you have a family I would recommend staying at the reserve and having a family concierge. That way you don't have to make any reservations and anything you might need will be taken care of. Also at the beach your chairs are reserved until 11:00. The staff are professional and you don't feel pressured to leave tips. The restaurants are good. If we could pick certain things from each restaurant it would have been fantastic. Gabi Club,was our worst meal and our best meal Gabi Beach. But overall we were very happy. The beach is great and you are not bothered by vendors. You are quite a walk from the beach but golf carts and friendly drivers are readily available to take you back and forth. It was a wonderful stay and I wish we were back there.

Room Tip: Get the family concierge rooms at the reserve. I would either get a room on the first or second floo...
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  • Stayed February 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank cattyboyes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rafael T, General Manager at The Reserve at Paradisus Palma Real, responded to this review, 3 March 2014
Dear Catty,

I am very pleased to know that you had a wonderful stay with us and it is a real honor for me to hear your comments about our facilities and the exceptional service you have received.

I hope to welcome you back very soon in your second home, The Reserve at Paradisus Palma Real.

Sincerely,

Rafael Torres
Managing Director
Paradisus Resorts Punta Cana
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Punta Cana
1 review
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 27 February 2014

We chose to take a luxury vacation and opted for The Reserve at Paradisus Palma Real based on reviews and recommendations. From our arrival at the resort, our experience was just okay. The room was in a poor state of repair with a doorknob falling off, the shower head falling out of the wall, the furniture looking beaten up and the overall quality being passable. We asked for extra pillows & blankets and it took over an hour to get them and when they arrived, there were faded bloodstains on the pillow cases, which were also frayed and ripped. The TVs didn't work and when the staff fixed them, none of the English channels had volume.

The next day, we spoke with a representative who "upgraded" our room. She extolled the advantages of our new room and emphasized the nature of the upgrade. However, when I checked the numbers, I realized this was the level of room we should have been in from the beginning.

We opted for the Family Concierge but this was a waste, the concierge kept telling us about the difficulties he was having in getting us reservations at restaurants but we would get there and find lots of open tables - every single time. He was also poorly informed on the nature of the amenities available and the activities in the general area. I constantly felt as if the people were angling for better tips by telling us how difficult their jobs were.

The food was also exceptionally mediocre. there was a good variety of restaurant styles but everything was, as with the rest of the resort, just okay.

The resort itself was pretty enough but having paid for, and expecting, a first-class experience we were left disappointed. I have experience with other all-inclusives and am familiar with the standards and the prices. I don't need to have perfection and I am just fine with the type of experience we had, except that I paid for top notch and didn't get it.

  • Stayed February 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Melia Hotels International

Helpful?
7 Thank Michael M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rafael T, General Manager at The Reserve at Paradisus Palma Real, responded to this review, 3 March 2014
Dear Michael,

Thank you for sharing your comments with us. I apologize if some of our services did not meet your expectations. I appreciate your observations in these respects and have forwarded your comments to the corresponding departments.

I highly appreciate the confidence you have placed in us and it will be a pleasure to host your next stay in the future to improve your perception about our The Reserve at Paradisus Palma Real.

Sincerely,

Rafael Torres
Managing Director
Paradisus Resorts Punta Cana
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New York
Level Contributor
9 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 22 February 2014

We returned from our 7 day stay at The Reserve and overall it was just the tonic that we needed, after the brutal winter we are currently experiencing in New York.

The pros: the Reserve is beautifully maintained, with well appointed rooms, wonderful pools and stunning gardens. The food, for an all-inclusive resort, was actually pretty good. We enjoyed Bana and Passion and the freshly grilled fish at the lunchtime buffet at the Gabi Cafe was truly delicious. There was no shortage of places to sun yourself around the pools and at the lovely private beach. The Yhi spa is wonderful. Special shout-out to Fransisca in the Kids Zone who was very sweet with our children.

The cons: we had no idea that we should have booked the a la carte restaurants for the week as soon as we arrived. This was not explained to us on check-in and no one took the time to tell us about the resort or to give us any guidance about the facilities. We ended up spending a frustrating 45 minutes with the front desk staff who told us that ALL restaurants for our week were fully booked, despite the fact that most of them were empty as the week wore on. After generally making a nuisance of ourselves, we were finally able to make some bookings but it was a painful process. PLEASE tell your guests on check in that they need to book restaurants at the start of their stay and that it's rather a manual process. It will save everyone a big headache.

I was surprised that senior hotel managers were not more visible. It would be good to see them mingling with guests, getting feedback and speaking to guests The front desk seems to be manned by somewhat junior staff, who are well-meaning but who seem out of their depth. Friends of ours who left 2 days before we did had left some shoes in their room. We mentioned this several times to the front desk (Norberto) in the hope that we could take the shoes back with us and on each occasion we were promised a call to our room to give us an update, but never heard back. It was just poor customer service - especially at over $1000 a night. Maybe if we had paid for concierge service, it would have been different??

Overall, we enjoyed our stay. But please sort out your dining reservation process - it's archaic.

  • Stayed February 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Isla2006
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rafael T, General Manager at The Reserve at Paradisus Palma Real, responded to this review, 26 February 2014
Dear guest,

Thank you for preferring The Reserve at Paradisus Palma Real and for sharing your comments with us. I really appreciated your constructive observations about some of the services provided. You may rest assured your comment has been sent to the corresponding department to take appropriate measures.

I hope you will visit us in your next vacation. Please, let us know your next travel dates to recognize you as a frequent guest.

Sincerely,

Rafael Torres
Managing Director
Paradisus Resorts Punta Cana
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
A TripAdvisor Member
Reviewed 22 February 2014

We took our two kids to the Reserve with Family Concierge. Upon arrival we were taken to a private check in area and Laura Castillo was our family concierge. She was wonderful during our whole stay, making all the dinner reservation and each night when we went back to our suite there is always a surprise waiting for the kids. Our kids love the balloon bubbles bath and all the sweet goodies. Laura also brought in beach toys for the kids and make sure we had our beach chairs reserved at the beach. The kids also had a blast at the kids zone. All the staffs at Kids zone was wonderful and great way to have your kids learn Spanish. While the kids at the Kids zone, we would lounge around the many beautiful pool and Devicueto would mixed the best drinks for us. Hector Villar is another great guy that provided us with great service. We tried 10 restaurants and found the food are average, just like most resort food. My favorite was the Hydro Grill by the pool, but really want to try the Passion but could not leave our kids at dinner. Laura did try to offer to watch my kids but my 3 years old was developing separation anxiety and I really didn't want to leave her. We will definitely try it next time on our next visit! Overall it is a little pricey, but the service and the rooms are really great and knowing everything will be taken care of really give you a sense of relaxation.

  • Stayed February 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Melia Hotels International

Helpful?
1 Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New York City, New York
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 22 February 2014 via mobile

We stayed six days at the reserve over Presidents Week. First the good , great looking place the rooms were enormous. We had a two bedroom suite which was really two rooms with a connecting door. More like NYC apartments , the smaller room was about 1200 Sq feet. The grounds are well kept and we never had an issue getting seats by the pool , pleanty of room. While the food is all inclusive it is well above average and at times excellent . The staff was great, we loved our waiter at Gabi Beach, Jorge Luis Castillo

One one negative would be our concierge Rudy who was very attentive until we chose not to attend the sales pitch to join Melia as time share members. The one thing we told him on arrival was snorkeling ( part of the package and dinner reservations) by the time he got around to the snorkeling the time slots were filled , then we were told the weather was too bad, funny how the reception desk was able to get us scheduled. Concierge service should be that, get the consumer what they need not try and sell membership

On the way to the airport we shared a van with a family who also paid for family concierge. Their's went above and beyond , ours nada. I plan on calling my travel agent and have her complain and ask for compensation

Overall we had a great time and would consider returning to the Reserve even with the concierge issues

Stayed February 2014
Helpful?
7 Thank NYCED58
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Maplewood, New Jersey
Level Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 21 February 2014

We recently returned from a week long luxurious vacation that was out of this world! The grounds of both the Reserve and the main hotel were meticulously cared for with an attention to detail not seen very often. Check-in went smoothly, starting with the vanilla scented cooling towels that were given to us upon disembarking from a golf cart! We booked a king bed in the family concierge and what we were given blew us away. We got the king bed but also a huge living/dining room complete with two sofas that turned into beds for our two kids at night. We had a kitchenette, dining table for 6, a double shower, 2 jacuzzi tubs (one outside), and a fabulous terrace complete with hut and chaise lounges. The staff was extremely professional and friendly, willing to help whenever needed. Speaking of the staff: Andy Constante was our family concierge, he was fantastic! We were given a cell phone upon check in so that we could always get in touch with Andy and the family concierge desk. Andy was very attentive, he made all of our dinner reservations, made terrific suggestions about everything from restaurants to excursions) reserved front row cabanas on the beach, shuttled the kids from the beach to the kids club, and spoiled the kids rotten! The kids were given backpacks, t-shirts, bathrobes and the last night a bubble bath was waiting for them complete with balloons! (But don't tell your kids- let it be a surprise!) Speaking of the kids club, the women working there (Natali, Ynes, Nicaurys, Franchesca, Francisca, Yira, and Jennifer) were super, always greeting the kids with a smile and hug. My kids have nut allergies and they did a good job with always keeping that in mind, keeping their benadryl at the ready, etc. Most mornings we went to Gabi Club at the Reserve for breakfast. The buffet was extensive and included an omelet station. We were always greeted so very warmly by Jorge Luis (aka "Juice" at least thats the nickname he told the kids). Jorge was so very friendly, he loved the kids, always brought us the passion fruit juice we requested (even when other waitstaff said there was none)… All in all, it was a wonderfully relaxing vacation that we'd repeat in a heartbeat!

  • Stayed February 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Sarah M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rafael T, General Manager at The Reserve at Paradisus Palma Real, responded to this review, 24 February 2014
Dear Sarah,

I just have one word to describe your comment: amazing!

At The Reserve we are committed to exceed our guests’ expectations and to leave the best memories of a wonderful, relaxing, and unforgettable time in our resort. I am glad we have exceeded your expectations.

Thank you for preferring The Reserve at Paradisus Palma Real and we look forward to welcome you back in the near future.

Regards,

Rafael Torres
Managing Director
Paradisus Resorts Punta Cana
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Reserve at Paradisus Palma Real

Property: The Reserve at Paradisus Palma Real
Address: Playa de Bavaro, Punta Cana 23000, Dominican Republic
Phone Number:
Region: Caribbean > Dominican Republic > La Altagracia Province > Punta Cana
Amenities:
Beach Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Family Hotel in Punta Cana
#2 Casino Hotel in Punta Cana
#3 Top resorts Hotel in Punta Cana
#3 Romantic Hotel in Punta Cana
#4 Spa Hotel in Punta Cana
#4 Luxury Hotel in Punta Cana
#4 On the Beach Hotel in Punta Cana
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — The Reserve at Paradisus Palma Real 5*
Number of rooms: 190
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

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