The Reserve at Paradisus Punta Cana

Customer Ratings & Reviews

TripAdvisor Traveler Rating

24503 reviews

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  Perfect paradise!! 🥰

  I recommend the "The Reserve" section. The reserved section on the beach with the Bali beds is simply as amazing as its staff. Our concierge Basilio was more than attentive to our requests and went above and beyond. Our honeymoon trip was perfect!

  Feb 03, 2025
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  POOR SERVICE AND GOT CHEATED

  Was a nice stay up until check out. We were given $200 worth of resort credit (coupons) which winded up being worthless ! The Rep. at checkout said we should have used them at the Spa. How ever Spa staff said we could use them at checkout. I informed the front desk Rep. of this. He proceeded to call a member of Spa staff to sort it out. Turns out she told my wife she could either take discount she's giving her OR use the coupon. Not both. I accepted this I apologized to both Spa Rep. for the mis understanding. The discounts we were given added up to $115. So they owed us $85 in credit/discount ($200 - $115). Front desk Rep. refused. I kept explaining that we only got $115 in credit. He kept saying we were supposed to use coupons at Spa. I explained to him several times that staff told us we could use at checkout. & that staffs' English wasn't the best. That likely wjat caused the confusion. He wasn't polite at all. Very curt & kept saying, he couldn't change amt. in system. I worked in hotel industry. There is always a way to over ride, correct charges. I asked for a manager. He didn't attempt ot call one. Just said they are not available. Right ??? This huge resort has no manager available to handle price discrepancies/disputes ??? I explained to him, I'm not stupid. AND I just saw them lying to guests. Saying they did not have change. However when customer pressed, signal was given by a colleague to open drawer & give change ! ... to make a long story short, I walked out of hotel, yelling these guys were cheating me and this isn't service I'd expect from " 5 Star " resort. My wife pressured me back inside. She acknowledged I was indeed being cheated, but to go ahead and pay. So I did. It left a very bad taste in my mouth though. I don 't like being lied to & cheated. It wasn't so much about the money either. The attitude, rudeness and disregard by this gentleman was totally wrong. Unfortunately I don't know his name. Lucky for him I guess. He didn't once try to understand our point of view, apologize, empathize or anything. They treat Club Members differently/better. Perhaps Club members are the only ones they break $10 bill for ??? In summary, don't expect them to care about your greivances. Don't expect to be respected and valued as a customer. And don't expect to speak to a Mgr. in charge. Pretty property but bad memories !!!

  Feb 02, 2025
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  Beautiful Property, Horrible Management/Service

  Beautiful property, horrible management & service. Problems started at check-in: We were a group of five people and I have two rooms under my reservation: 1 room for two people and 1 room for three. I requested that the room for two guests be one single bed a couple days before arrival as I was told this was an option when I booked only and that the other room have a cot brought in or the pull-out couch made into a bed. At check-in, they confirmed that they were able to secure a room with one bed for the two guests and that they had a rollaway bed brought into the other to accommodate the room with three guests. The rooms were not ready until about 4PM, which was fine, but once we got into the rooms we saw that both rooms had two small beds and the rollaway bed was put into the wrong room. The three guests who were rooming together only had access to the room with two beds through their badges, so I called concierge to request that they move the bed over to the correct room and mentioned that we were told one room would have one large bed. The response I got: “Is that a problem?” I decided to drop is and the concierge agent I spoke to said they would sent someone to move over the rollaways bed. Hours passed, they never came. We moved the bed ourselves and as we were dragging it over to the other room, a worker walked by and said/did nothing. Then we had a 9:30 PM dinner reservation at the Japanese restaurant on the property: Our server was COMPLETELY DRUNK. Spilling water on the table, delayed to bring our requested drinks, some came some never did, and got all our orders wrong for appetizers and desserts. Any time he came to take an order, he could barely stand as he wrote them down. He would forget repeatedly what was ordered and come back to take our order over and over again as he swayed from side to side. The cook knew he was drunk and kept looking at us shaking his head over the situation. This was quite a shock for our first night on vacation but decided not to say anything because we knew it could cause the man his job. The next day, we go to book a tour at the excursions desk and as we’re doing so, they asked how we planned on getting back to the airport. I had called the hotel a few days before to arrange round-trip transfers for us and paid $95. The agents at the excursion desk seemed confused and asked for the name of the company that brought us to the hotel. Come to find out, the hotel doesn’t even partner with this taxi company according to the agents at the excursions desk. Whoever I spoke with before arriving to ask about transfers probably gave this company my information because they were a friend so they could make a quick buck instead of using the official taxi provider of the hotel. While the taxi ride was fine, I thought this was completely unacceptable behavior for a 5-Star Hotel. The agents at the excursion desk said they’d bring it up with the hotel and we left it at that. The taxi service was fine and while I was annoyed that a hotel worker would act this way, I brushed it off since there was nothing that could be done: I had to pay for the round trip transfers in advance directly with the taxi service. We got back to our room at the end of the day and we phoned concierge to request fresh towels be brought to us so we could use them on an excursion we were going on the next day. They never came. We woke up the next morning, left for our excursion with towels we went to go grab ourselves and come back to find our room was never cleaned. We requested the room to be cleaned and for fresh towels to be brought to the room a second time. We left for the beach for a couple hours, come back and still nothing. I called concierge a second time to request fresh towels at the least. They never came. That night, we stopped by the concierge desk in-person to file a complaint about the towels/cleaning service/drunk server/taxi situation because at this point we were quite annoyed. No compensation was offered but he promised to have the rooms cleaned and fresh towels brought to the room. This is now our THIRD time requesting fresh towels over the course of two days. We go to dinner, come back to the room 2 1/2 hours later and find that the room is not clean and no towels have been brought to the room. I walk over to the concierge counter to speak to them in-person. I let them know that I really don’t care if they clean the room at this point but that I’d like the towels I asked for three times already. He doesn’t apologize about the room not being cleaned/towels not being brought, but calls to request that the towels are delivered to my room. To no surprise, they never arrived. We have two nights left on the property but after going to concierge about the above issues and still not receiving any sort of compensation, apology or resolution, I figured I’d at least share my thoughts in a review for potential future guests to keep in mind. The only reason I’m giving two stars instead of one is because of the positive experiences we had with other staff members at the hotel, including bartenders and our amazing waiter at Flora. There are some great people working at this hotel, but there are others that have absolutely soured our experience. This is our second time here and I see a dramatic difference in the service we received compared to our last visit. After spending over $5000 dollars for a four-night stay at a 5-Star hotel, you would expect much better too. We will not be returning.

  Feb 02, 2025
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  Unforgettable holiday

  Everything was perfect. Nice beach, good food and above all very nice people. I was forgetting, excellent cocktails! I raccomend the caribean restaurant, Flora, and their professional waiters Starlin and Cesar. Maybe the reception could be improved with people welcoming and showing you around the resort.

  Feb 01, 2025
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  Great Stay, But the Food Was a Disappointment

  I had an overall pleasant stay at. The rooms were comfortable though noisy/bright, the staff was mostly friendly, and the amenities were well-maintained. However, the food experience left much to be desired. Unfortunately, the food was consistently served cold or, at best, lukewarm. Whether it was breakfast, room service, or dinner at the restaurant, I found myself wishing for a hot meal but was repeatedly disappointed. This was particularly frustrating given the otherwise high standards of the hotel. If the kitchen could improve on this, it would make a huge difference. Until then, I’d recommend the hotel for its accommodations but suggest looking elsewhere for meals.

  Feb 01, 2025