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“Very Disorganized”

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The Westin Puntacana Resort & Club
Ranked #40 of 111 Hotels in Punta Cana
Certificate of Excellence
GreenLeadersGold level
Rochester, Minnesota
1 review
“Very Disorganized”
Reviewed 11 March 2014

We recently spent 4 days on our honeymoon at the Westin and found the front desk to be extremely disorganized. We were told we would have an ocean view and we were put on the first floor in the back of the hotel so we could only see the pool. They told us the next day they would get us a better room. After going to the front desk 5 times and spending 1/2 of our day they moved us up to a higher floor. They sent a bellman and after 45 minutes we moved all of our luggage and things our self. Similar experience upon check out....

Room Tip: Best rooms are on the 3rd floor
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  • Stayed February 2014, travelled as a couple
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Helpful?
Thank Lisalove22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alberto A, Executive Director of Hospitality at The Westin Puntacana Resort & Club, responded to this review, 14 March 2014
Dear Lisalove22:

We are very sorry that you did not have a good experience at our Front Desk during your check in our check out. Thank you for telling us about it.

We were very concerned about your comments and investigated your particular case and we certainly failed in many instances, especially in that we did not recognize the problem while you were here and remedied it with you.

Hopefully, you will give us another chance, and if you do I would like for you to contact me directly once you have made your reservation so that we can make up for this past inconvenience in a possible future stay in our hotel.

Have a great day!
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Kite beach Cabarete Dominican Republic
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 10 March 2014

I live on the North Shore of the Dominican Republic, I heard a lot about Punta Cana, mostly negative, but after visiting the Westin, I was truely impressed. I think the fact that it is not an "all inclusive" was an advantage, one meal was included and that was about right. The rooms were fresh with a super usable layout, the staff was excellent, the breakfast was perfect, the Nature Park was extremely impressive and something not to be missed. Golf was a blast, the beach and ocean were really nice, the only thing is that the websites I looked at did not seem to mention all that there is to do there, which is a shame because there is a lot to do if you are active...sure would like to return...

  • Stayed February 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
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Helpful?
Thank MethodMan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alberto A, Executive Director of Hospitality at The Westin Puntacana Resort & Club, responded to this review, 15 March 2014
Dear MethodMan:

We are glad that you enjoyed our new The Westin Puntacana Resort & Club and that we helped improve your perception of the region, which overall has really improved the overall quality of its product.

Thank you for saying such positive things about our rooms, the staff, the breakfast and some of the other amenities in Puntacana Resort & Club such as the golf and the natural lagoons.

We hope to have you back soon.

Have a great week!
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Kaufbeuren, Germany
Level Contributor
86 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
Reviewed 9 March 2014

This was my first trip to the Dominican Republic and relative to two "luxury" hotels in Santo Domingo where I've stayed (Nicolas Ovando Mgallery and Hilton), the Westin Punta Cana clearly stands out because it is not only new but also clean and crisp and has a high standard of in-room facilities. The Westin also is relatively (!) cheaper than other high end properties in Punta Cana / Bavaro.

However, comparing the very high absolute price with what that money can buy in other countries (e.g., Mexico and Miami), I still was very disappointed by the overall experience. While the rooms are spacious, the modern-sleek style of the property also can come across as a bit sterile, and there are a few clear downsides due to which I wouldn't want to stay there for a long time:

1) The rooms have very poor sound insulation - bring ear plugs. I even heard every step in the room in the floor above!

2) The menu of the Brassa Grill at the beach is extremely short, standard, and boring. The Anani restaurant has a few more imaginative options but a sterile interior (it's mostly indoors and the small outside area is in a corner of the property far away from the beach).

3) The breakfast is distinctively boring and apart from the very good egg station doesn't offer many tempting options (e.g., very limited choice of fruits, no freshly made muesli, no specialty or local delicacy to which one would look forward to). A good thing is that breakfast is until noon.

4) The gym has sparkling new LifeFitness cardio equipment and free weights but just two randomly chosen machines (for chest and shoulders) but nothing else (e.g., nothing for back, legs etc.); there is a lot of empty space in the gym and it almost looks like they ran out of money for properly equipping the gym.

5) The waiters at the beach stubbornly ignored me - I even waved at them and called them when they stood 4 meters away and looked at me but they still would choose to walk away.

Therefore I left with a few regrets and really nothing I could point out as a high-light. This is just not enough to justify a trip to the resort and paying such a high price (e.g., by comparison, the beach clubs in Boca Chica offer a lot more style and vibe). It would be really great if Westin could be a bit more imaginative!

Room Tip: We treated us to a suite but got one which was in an inside corner of the double-L-shaped building...
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  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank biz_world-traveler_d
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alberto A, Executive Director of Hospitality at The Westin Puntacana Resort & Club, responded to this review, 11 March 2014
Dear biz_world-traveler_d:

Thank you for taking the time to review our hotel The Westin Puntacana Resort & Club!

We are sorry that all in all you did not like the hotel and we hope that at some point you will give us another opportunity.

We are happy that you liked the newness and crispness of the hotel and the high standards of the rooms.

We have taken note of your F&B comments and we will look at them, I am not sure when you stayed in the hotel, but in the last few days we have improved the breakfast buffet considerably and have gotten some good comments about them.

We are also sorry about the lack of service at the beach, this is something we stress on a lot because of its importance and obviously have an issue there because of your experience.

In regards to the gym equipment, the supplier did not have the equipment in the country and there is more equipment coming in the next few weeks.

Again, we thank you for your time reviewing our hotel and we hope that you will give us another opportunity one of these days.

Have a great day!
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Austin, Texas
Level Contributor
3 reviews
Reviewed 7 March 2014

What a beautiful hotel, location, beach, and staff! We are going back. We didn't realize that Punta Cana even existed until we noticed that a new Westin was opening in December of 2013. After 10 beautiful days in "paradise" we had to go back to Austin but we will be back. We could walk over 3 miles down the beach and back. Water is crystal clear and you can swim, frolic, snorkel and even scuba.

Room Tip: try to get a room not facing the pool area if you want to sleep in behind those wonderful black out...
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  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Creditcardman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alberto A, Executive Director of Hospitality at The Westin Puntacana Resort & Club, responded to this review, 11 March 2014
Dear Creditcardman:

We are very happy that you discovered our paradise Puntacana, by finding out of our new The Westin Puntacana Resort & Club!

We are glad you enjoyed the great beach, location and the staff and that you enjoyed so much the walks in our extensive beautiful beach.

We hope to have you back in our resort soon!

Have a great week!

PS – My son lives in Austin, his name is Diego Abreu and he is a Sous Chef at Freedmens Bar, if you are ever there look him up, he would love to hear about your experience in Puntacana!
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Englewood, New Jersey
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 7 March 2014

As Gold SPG members, we found that the Westin a new resort, put their best foot forward. From the facilities to the staff you couldn't ask for more.
The front desk staff, especially Melissa Munoz, and Mayalin Rujio were beyond knowledgeable as well as true ambassadors for the hotel. The staff went out of their way to make our stay as comfortable as possible Yarik, assistant to the General manger Ceasar Oliva went above and beyond.
We enjoyed breakfast and lunches with such a friendly and competent waiters and waitresses, Skarlyn Smith and Damaris at breakfast and Sergio Sirva and Ramon Zorilla for lunch.
Santiago Salamana the executive Chef for the Punta Cana Group joined us for lunch as well as a fabulous conversation. Hats off to his attention to detail.
Our suite, with its breathtaking views and wrap around porch, was attended to to by Martha de Los Santos and she kept it immaculate.
Mr Ceassar Oliva, general manager walked around checking on the facility, its guest and his staff. He was approachable to discuss any concerns at any time.
The golf facilities and greens were kept immaculate and pristine. The staff at the golf club couldn't have been more helpful and friendly. Heath Henrich PGA golf pro, was Knowledgeable and professional. Enjoyed taking lessons with him.
Overall our experience was wonderful and would definitely go back again.

  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Debbie S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alberto A, Executive Director of Hospitality at The Westin Puntacana Resort & Club, responded to this review, 11 March 2014
Dear Debbie S:

We are so glad that you had such a positive experience in our The Westin Puntacana Resort & Club.

We are also glad that you enjoyed the facilities of Puntacana Resort & Club and its amenities.

Thank you for your time reviewing our hotel and for singling out so many of our executives and employees, they do a fantastic job are all very dedicated to the hotel doing well and will be a huge part of our success. A copy of your review will be placed in the HR file of each of the staff that you mentioned.

We hope to have you back soon!

Have a great week!
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Connecticut
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 6 March 2014

As a platinum SPG member, I was real excited to hear about this new hotel opening up in Punta Cana, and even more excited when I was able to book a four night stay for my family using my points. We set our expectations accordingly understanding that this was a brand new property and there were sure to be a few learning curve issues with service delivery.

Our stay was excellent! We were upgraded to a king room ground floor pool front at check in which was great especially if you have kids. Our luggage was swept away at check in by Yalencio who organized our bags in a huge dressing room area that was in the room. I requested a roll away for the kids and at first it appeared that there were not any left, but one of the pursers Abel Mejia saved the day and delivered. Abel and his team came in like a swat team and moved furniture and provided fresh linens for the roll aways. Mailynn at the front desk was excellent and very attentive. Katherine at the lobby bar was also fantastic, she made some great drinks. One of the Mgrs Francis was also floating around and very attentive making sure our needs were always being met. The Brassas restaurant was decent. Jonathan was one of our favorite servicers. The cigar bar is a very nice place with both indoor and outdoor seating. The resort has a very family friendly atmosphere. Our family felt very safe on the grounds. The housekeeper was great (Ersita) she provided plenty of bottled waters in the room every day. As far as additional activities, there is an hourly shuttle that takes you into Punta Cana Village were there are some additional restaurant choices, a supermarket, pharmacy, and a few shops. We also booked a day tour to the capital Santo Domingo through Gray Line Tours. The tour was great mainly due to our entertaining guide named Monchy. It was great to tour the colonial city and see some very historic sites.

One thing that was a little disturbing was the attitude of some of the guests staying at the resort during our time there. I can understand getting upset while traveling on business when things don't go according to plan (Been there done that), but if your on vacation relax a bit and be respectful of the people that are trying to do their best. The resort employees work their butts off and want to do everything they can to please the guests. Keep your rude manners back in the US and don't ruin it for everyone. Understand that the one thing you can always control is being polite and controlling your attitude. Enjoy the moment and the paradise that Punta Cana is.

We will definitely return to this property!

Room Tip: Ground level pool side
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  • Stayed February 2014, travelled with family
    • Value
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    • Rooms
    • Cleanliness
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Helpful?
6 Thank Brunet5301
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alberto A, Executive Director of Hospitality at The Westin Puntacana Resort & Club, responded to this review, 12 March 2014
Dear Brunet5301:

We are glad that you enjoyed our new The Westin Puntacana Resort & Club and that you also enjoyed the amenities of Puntacana Resort & Club and our Puntacana Village.

Thank you for taking the time to review the hotel and to give us such glowing comments, we especially thank you for singling out so many of our wonderful staff, a copy of your review will go in their HR file.

We are happy to hear that you will return, we hope that it is soon!

Have a great week!
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BOSTON
Level Contributor
21 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 3 March 2014

All in all we just returned from a very nice time at the Westin. 1st the pros....The waitstaff and bartenders are very friendly, seeming to bend over backwards to make you feel welcomed. Everything is new so the resort is clean and nothing is worn out or tired. The bed was very comfortable, towels are nice and very soft robes. The rooms were nice size and all seem to have the same view of the pool and a slight turn of the head to see the water. The shoreline is beautiful, and the beach sand is nice. The color of the water is outstanding and pretty shallow. The food was better than expected, a nice breakfast buffet. The bar is open 24 hours. the resort is 5 minutes from the airport. In addition there are shuttles into town(if you can call it that) and to other restaurants within the property.
Now for the cons.... The property just opened in december and still has a few growing pains. including still doing some projects that result in banging and drilling. They were working on the wedding pavilion on the beach, which was disturbing and took away from the serenity. They were digging trenches which while wasnt particularly noisy, was just an eyesore and an nuisance. You can only get beach towels with a card that they give you at check in. That feels very strange and maybe something you would find at a low quality resort, besides being a nuisance if you forget them in your room or misplace it. Are people really taking advantage of the beach towels???? While the staff is mostly great, some were having difficulty with understanding english, this can be frustrating at the concierge of restaurant or even reception. We did have a few issues and wondered whether they just didn't understand our requests. We gave them the benefit of the doubt. Perhaps the our greatest dismay was that they ran out of chardonnay on our 2nd day. They did finally get some more after a couple of days, but it just seems unbelievable that at a resort of this quality, they wouldn't have chardonnay, its not such a strange request. I think they could also benefit from having a deeper wine selection. Last, we paid to upgrade to a room with ocean view, most of the rooms have a similar view of the pool and if you turn your head just a bit you will see the water. When i asked the reception what we were getting for the extra $30 night upgrade he told us a premium room has a door rather than a shower curtain on the bathroom. 1st of all, this is so strange, you need to pay more to get a bathroom door???? and 2nd, we didn't actually even have that so we never actually found out why we were paying more and they seemed unable to help us make the correction at the hotel.
All in all, we had a nice trip, i wont go into the flight issues, and as long as the keep the prices reasonable, The Westin in Punta Cana is a nice high 3 or low 4 star experience.

Room Tip: ask for ground floor and closer to water for easy access to beach and room, also ask for a room with...
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  • Stayed February 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank JKSKM
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alberto A, Executive Director of Hospitality at The Westin Puntacana Resort & Club, responded to this review, 5 March 2014
Dear JKSKM:

Thank you for taking the time to review our new The Westin Puntacana Resort & Club!

We are glad that you thought the staff was friendly, that you liked your room, the views, the beach and the food among other things.

Your feedback on the towel control is being analyzed.

We apologize about the incident with the wine, there is no excuse for this, all I can say is that I am sorry this happened and that we are making sure it does not happen again.

In regards to the upgrade and the erroneous explanation you were given we did a re-training with the staff and the explanation is simple, it’s a bigger room and it is better located, it has nothing to do with the bathroom door, which coincidentally we have started installing in all the rooms and this work will be finalized in the next few weeks.

We also apologize that you were inconvenienced by some work being done while you are here, as a new hotel, some things do come up which we have to address immediately and we try to avoid inconveniencing guests as much as possible.

Again, thank you for your feedback and hopefully you will give us another chance in the future as we strive to be a great option for people to come vacation in the Caribbean.

Have a great day!
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Additional Information about The Westin Puntacana Resort & Club

Property: The Westin Puntacana Resort & Club
Address: Punta Cana, Dominican Republic
Phone Number:
Region: Caribbean > Dominican Republic > La Altagracia Province > Punta Cana
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #40 of 111 Hotels in Punta Cana
Price Range (Based on Average Rates): ££
Hotel Class:4.5 star — The Westin Puntacana Resort & Club 4.5*
Number of rooms: 200
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