6/10
The staff requires enhanced training in quality customer service and retention strategies, emphasizing immediate resolution of issues rather than just apologies. The shower hose was installed incorrectly, rendering it non-functional, and there’s no towel hook outside the shower. Several electrical outlets are not working. Gardeners should operate earlier to avoid disturbing guests on their balconies. To improve efficiency and reduce errors due to language barriers, the hotel should implement an in-room dining app on iPads instead of relying on WhatsApp for orders. Restaurant staff must promptly clean spills and pay closer attention to details, rather than repeatedly ignoring them. The hotel is breathtaking, but it must employ competent, capable staff. The Dominican Republic’s reputation for subpar customer service and quality demands that business owners prioritize excellence to protect their brand. Skimping on this is unacceptable for a property of this caliber. While there are additional concerns, I’ll stop here. Acknowledging the hotel’s recent opening, there’s still significant room for improvement.
Janice
Stayed 3 nights in May 2025
