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Reviews (17,966)
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9,062
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967
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9,062
4,843
2,031
1,063
967
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Reviewed August 7, 2018 via mobile

Hotel was for the most part well kept and clean. Room service was ok and food was better than average given the fact that it’s an all inclusive hotel. Drinks were OK and like all other all inclusives, you’d have to pay for the good stuff.

However, I am writing this review over a horror incident that happened a day before I left (thank god) which was August 4th, 2018 mid-day. After a long and relaxing day I was having a drink at the pool side bar when suddenly I hear a loud commotion and people jumping out of the pool. I suddenly thought it was a fight breaking out, instead it was tourist like myself pulling a mid 50 year old lady out of the water. To this day I do not know if she had previously drowned or if she sufferered medical issues while in the water. The point is the pool lady was laid on her back on the pool deck while other tourist like myself tried to revive the lady. Several tourist were giving her CPR and pumping her stomach and turning her on her side to try and give her life. At this point the scene is getting ugly, children and families on vacation are witnessing death right before their eyes, but a handful of tourist were not losing hope and trying to revive her even though her feet were turning purple. At this point it was 5-10 minutes of witnessing this horrific scene on vacation meanwhile STAFF AND SECURITY OF MELIA CARIBE TROPICAL WATCHED FROM AFAR UNDER SHADE. Yes ! Not a single person from the Melia Caribe Tropical staff or security staff was seen rushing in any way to try and save this dying lady infront of the eyes of women and children. Tourist like myself repeadelty screamed at any staff on sight to HURRY UP and get medical attention, DO SOMETHING ! Not a single one bothered to show some effort into helping the now dead lady. After another 2-5 minutes, some phony medical guys came running from the beach with nothing but some asprins and bandages and took the body away. After that happened on the deck of the pool sat diahrreah from the now dead lady and guess what ? POOL NEVER SHUT DOWN ! As her body left and tourist were in total shock and disbeliefs Melia Caribe Tropical turned their music back up at the bar and didn’t bother to evacuate swimmers from water that was contaminated with diahrrea!

Post the incident several travelers confronted the front desk and demanded answers, police to report the incident, and status of the lady. NO ONE at the hotel had anything to say but to brush us off and ignore our concerns !

What everyone that day experienced was beyond absurd. Melia Caribe Tropical showed total disrespect to human life, Human Resources and traveler safety. I will never in my life return to that island let alone a Melia International chain.

Post the incident several travelers confronted the front desk and demanded answers, police to report the incident, and status of the lady. NO ONE at the hotel had anything to say but to brush us off and ignore our concerns !

Stayed: August 2018, travelled with family
6  Thank Keyslover100
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeliaCT, Manager at Melia Caribe Tropical, responded to this reviewResponded August 9, 2018

Dear Keyslover100,

First of all, we thank you for having selected us for the enjoyment of your Caribbean vacation, as well as for the time taken to share with us and other travelers your impressions.

We are passionate about taking care of every detail of the stay of our guests in order to ensure the quality of their holiday experience, where the safety and integrity of them is of vital importance.

We appreciate your comments; however, we can assure you that our hotel has established emergency protocols that are carried out by our staff in this type of situation; We regret that you have not been able to appreciate the integration of some of our staff in the relief efforts to assist our guest during and after the event.

Again, we appreciate your preference and concern; however, you can be sure that our security team and emergency brigades are constantly being trained to prevent and handle emergencies that may arise.

Best regards,

Sugeidy Alvarez
Community Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed August 7, 2018

I was not impressed. It was rated on Google at 3.9. I would rate it more a 2 at best. Doors to room and bathroom were old, rickety. Toilet didn't work well, tank had leak. Housekeeping was inconsistent, stingy with towels. At worst we only got two bath towels, at best in addition two hand towels. Check in inconsistent. Lost bags at check out. Average at best food.

  • Stayed: July 2018, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Meliá Hotels International
1  Thank raw376
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeliaCT, Community Manager at Melia Caribe Tropical, responded to this reviewResponded August 9, 2018

Dear Guest,

First of all, I would like to extend my gratitude for your review and the valuable time you dedicated to share your experience with us.

Please, accept our most sincere apologies for the shortcomings you experienced during your stay at our resort. Rest assured, we will share your remarks regarding the condition of your room, Housekeeping services, check in and check out processes and quality of our food, with our management and the departments involved. Your comments help us identify areas we might need to improve and we thank you for them.

Although we did not meet all your expectations, I really hope you give us another opportunity to change your perception of our services and offer you an unforgettable experience.

Warm Regards,

Dariel Gómez
Community Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed August 6, 2018 via mobile

I am writing this hoping that I can save someone from wasting their time and money visiting this resort. Our experience with the front desk staff was probably the worst experience we have ever had at a resort.

The staff was very unprofessional from the beginning. It took an hour and a half to check in! During our check in the counter staff informed us that our credit card had not been charged even though we made a reservation months before with that card. Since we had no choice I gave them my card and they proceeded to charge it for $10,900 instead of $1,090..00! Apparently an hour or so later the man realized his mistake and tri d to come to our room at 1:30AM!

We attempted to fix his incorrect charge the next morning and were told that it would take 21 days to get our money back! Unacceptable! After complaining about this they informed us that we would receive a full refund and our stay would be free. However that isn’t what happened. We went to the desk later that night for the paperwork and they renigged on that promise and then offered us a free dinner instead. They then offered to upgrade our room but we didn’t want to move so they promised us a second free dinner. We reluctantly accepted both dinners and they informed us that the certificate would be put in our room. The next day we received one free dinner certificate. Later we went back by to get our other one and they lied again and renigged again!!

The resort was actually pretty nice other than that. Room area little outdated and the food was average at best. Cruise food is much better!

The final problem we had was at checkout. We had to wait another 15-20 minutes at the front desk for them to give us a checkout “coupon” so we could get in our airport transfer.

I hope that other couples read this blog and choose someplace besides Meliá or Paradisus. We know other couples who gone to Punta Cana and stayed at other resorts and had a great experience! I know the Hard Rock and the resorts in CapCana are much better and recommend you try those instead. If we save one other couple from wasting their time and money on Meliá this is well worth writing!

Good luck and God Bless

Stayed: July 2018, travelled as a couple
5  Thank todd s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeliaCT, Community Manager at Melia Caribe Tropical, responded to this reviewResponded August 7, 2018

Dear Todd,

After a warm greeting from our Paradise in the Caribbean, we would like to extend you our gratitude for having chosen our hotel as the perfect place to enjoy your holidays.

We lament to learn that your stay was not up to your expectations as it is our passion to exceed our guests’ expectations.

We sincerely regret to learn that we were not able to provide you an unforgettable stay, due to a misunderstanding at the moment of registration; nevertheless, we appreciate to learn that our team took immediate corrective actions. Please, accept our sincerest apologies since this does not define the experience that we are used to offer.

It surprises us to learn about your comments regarding the courtesy of the dinners, since as per our team and as per our records the offer was for one occasion; we appreciate your observations and sincerely hope you receive our apologies for any misunderstanding that this situation may have cause you.

Again, we appreciate the opportunity given to be the hosts of your holidays and sincerely hope the situation mentioned before do not deprive us the honor to have you back in this, your home away from home.

Sincerely,

Dariel Gómez
Community Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed August 6, 2018

Check in took 2 hours!
The staff seemed fed up or really unhappy to be there tip or no tip!
The activities for kids was closed due to rénovations! I left the city because of renovation noise and i went to a resort where there is majo construciton!
The beach smelled of rotten eggs!
I did not know that there is different classes of stay there so we were in the standard family resort so our side was rarely clean the transportation was long and we had less restaurants to chose from....
after 4 days my kids 11, 10 and 6 asked me when are we going home.

  • Stayed: July 2018, travelled with family
    • Value
    • Location
    • Service
3  Thank ArcRid
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeliaCT, Community Manager at Melia Caribe Tropical, responded to this reviewResponded August 6, 2018

Dear ArcRid,

We appreciate the time taken to air your recent vacation experience in our hotel.

We pay special attention to every detail of our guests stay in order to ensure they receive the memorable experience that characterizes us; therefore, we lament to learn that we were not able to provide you with this experience.

Our team is normally prized by their attentiveness and cordially at the moment of offering the best to our guests; therefore, it surprises us to learn that this was not your experience. Please, receive our sincerest apologies since this does not define in anyways the kind of service we are passionate.

We lament to learn your dissatisfaction with the improvement of some areas. our main purpose is not other than to provide a renovated service to all our guests.

Again, we appreciate your observations, you can rest assure that your comments will be used as a tool of improvements in order to ensure the quality of our services in this, your home away from home.

Sincerely,

Dariel Gómez
Community Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed August 5, 2018

Accommodations-we stayed in the Family Junior Suite, with the first room not being what we requested-had two twin beds instead of one king bed. In addition, the mirror in the bathroom had multiple rust spots from the top to the bottom, most of the drawers in the room were warped and off track, there were no washcloths upon check-in, and the room overall was in need of renovations. We were reassigned to another Family Junior Suite the next day with a king bed, that was slightly better but still very much in need of renovations, and with a mosquito problem due to the warped front door. Toiletries were not replaced daily unless requested, with the kids toiletries not replaced during the entire stay, washcloths not provided unless requested, and handtowels not provided at all. The website advertises pool or garden view for the Family Junior Suite, we had a view of a stone wall with barbed wire at the top. More reminiscent of a prison instead of a resort, and with all of the construction, trucks, etc., it certainly is not relaxing. You begin to hear men speaking loudly in Spanish at around 7:00 a.m. and trucks going back and forth. Also, most of the areas that should be filled with water around the resort were empty as there was something wrong with the drainage system. Instead you saw white concrete with soda bottles thrown in these areas.

Service-most of the staff speak very poor English and are for the most part very dismissive of any requests directed their way. They will tell you what you want to hear, and then move on regardless if the problem is solved or not. During our last two days there, the resort train service was terrible. There were 4 trains at the start which was decreased to 2 trains by the time we left. This resulted in very long wait times to get from the lobby area to our room after a show and/or dinner or vice versa. When we called from the train stop outside of our room one evening after waiting 30 minutes to try to catch a train to dinner, the 3 that came during that time were all full, and I asked was the red train in service due to I had not seen it, I was told yes and it was being sent out at that time. I never saw the red train that night, which it took us 75 minutes to get back to our room after dinner, nor the next day.

Food-the food is average. I was disappointed that I could not use my food/beverage resort credits for the steak and lobster and japanese steakhouse restaurants. It would seem that guests would be able to use their credits at any of the restaurants not included as part of the all-inclusive.

Resort Credits-resort staff were not familiar with the My Time resort credit package and I had to go to guest services to get clarification. The welcome gift that we were supposed to receive upon check-in was not there and if I had not inquired, we would not have received.

Circle Staff-we received a phone call at 8:00 a.m. the day after we arrived asking what time we would be going to breakfast and offering to take us to the VIP buffet at the Level. We agreed upon 9:00 a.m. and the gentleman said he would come to our room to pick us up at 9:00. We waited until 9:30 a.m., with noone showing to take us to breakfast, and proceeded to go to the Agora to eat. Again, very poor service and professionalism.

Check-Out-there is very poor signage in the lobby area and the staff are very disorganized. We stood in the check-in line due to there is no signage identifying check-in and check-out line, and then was told once we got to the front that we were supposed to be in the line to our left. The guest services staff smiled and waved me over and said yes, this is the line. All of the staff seem to be clueless of the concept of quality customer service.

This was my first and last trip to this resort. What a disappointment!

Room Tip: Do not stay here.
  • Stayed: July 2018, travelled with family
    • Rooms
    • Cleanliness
    • Service
2  Thank mcbrandon07
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeliaCT, Community Manager at Melia Caribe Tropical, responded to this reviewResponded August 6, 2018

Dear McBrandon,

We would like to thank you for having selected our hotel in Domincan Republic.

We are very passionate to provide the bests experiencies to our guests by exceeding their expectations; therefore, we lament to know that these has not been your case.

Please accept our apologies for the situations regarding delivering the room reserve as well as for the inconveniences with the amenities. Our housekeeping team takes care of every detail; nevertheless, we undertand there is always room for improvements.

We are constantly training our personnel in order to offer the best experiences to our guest, since we understand English is their mother language. You can rest assure that your comment will be transmited to our Training and Development Department to continue offering the best.

The gastronomy in our hotel is designed, combiened and constantly varied to ensure that our guests enjoy kitchen from different parts of the world in delicious dishes that satisfy their highest expectations; nevertheless, as mentioned before, we understand that there is always room for improvement, which is why after having shared your comments with our Food and Beverage Director we would like to extend you our sincerest apologies.

Our team members are constantly prised for their attentiveness and high sense of responsability, that’s why it surprises us to learn about the situation with the breakfast appointment; nevertheless, we have shared your comments with our departamental heads inorder to ensure the quality of our services.

We appreciate your comments regarding the check-in and check-out process, you can be sure that alongside the others, they will be used as a tool of improvements to continue ensuring the quality of our services in this your home away from home.
Sincerely,

Dariel Gomez
Community Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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