TRS Cap Cana Waterfront & Marina Hotel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

3740 reviews

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  My first star review ever. Misleading website and management who avoid responsibility

  Would like to mention positives for balance but appalling management needs to be mentioned as they have spoiled our experience and ducked responsibility Booked a room with “views of the Caribbean” as part of the attraction.Arrived and no such view. So we raised this and in sequence this is what we were told. 1) well there are no such rooms. You are mistaken 2) we went back with the booking and their website clearly showing this is what is advertised. 3) ok yes we do have such rooms but we are over booked so “tough” 4) the hotel does have something at a cheaper level which could work. No the hotel won’t make any amends. Will let you know tomorrow 5 nothing 6 can we please have a reply? 7 that “ cheaper “ option wasn’t in fact available because the hotel is overbooked 8) no we won’t compensate you in way for the totally misleading booking . You just have to suck it up At no point did the manager think it might be her responsibility to actually try and sort this out All the proactivity was from us trying to simply get what we’d paid for We felt they tried to make us feel at fault for simply requesting what we’d paid for And in the end we’ve given up and will vote will our feet next time. PS stayed in a Palladium in Ibiza 2024. Actually had the same room experience but their management resolved it overnight PPS there really are some positives including the staff. Will write about them in due course

  Feb 01, 2025
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  hotel

  The hotel is excellent, the people are super friendly, the reception is willing to help, very quiet, they have room service all the time, our butler is a sweetheart, we hope to return soon.

  Jan 31, 2025
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  excellent resort

  This was a beautiful resort!! We had a swim out suit and it was amazing, the butler that we had made sure that everything was perfect all of the time....the drinks were always full, the towels always dry. The only think is, we had booked our tour with the butler, we were led to believe that we only booked with him and had no idea that we had a Westjet rep there once a day to book excursions through. We were in an accident on our tour truck (the one with the open back and canopy over top) everyone on that truck were taken to the hospital and 3 in critical condition. My fiance and I had injuries and were left at that hospital to fend for ourselves....we had to come home early because of my injuries. We got text messages after out return from the butler saying that he was going to lose his job because Westjet was there looking into the accident and why our excursion was not booked through westjet. I suspect that booking it through the butler was NOT allowed. It was the resort or the butler that was getting the money. However, in saying that.....the resort was amazing and they went above and beyond to make your stay the best......the food was also phenominal!!

  Jan 30, 2025
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  Meh!

  Beautiful property, Great Pools, Bars/drinks are excellent, Nice entertainment. Restaurants are average. Food was good, but service is sketchy at best

  Jan 30, 2025
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  DO NOT GO PREMIUM, Hotel will rip you off

  The hotel looks nice on arrival but DO NOT UPGRADE TO PREMIUM. It is a rip off as they ripped us off. They catch you when you are tired and come in from a long flight. When you complain they do not follow it up. The hotel decides what it will charge you but it is not worth it. Like all holidays there are pros and cons. Pros - Charly is very good and works very hard. So does Andres. Pools are cleaned every day but need some TLC. Plenty of sunbeds so no need to save them. We were met by Juliana very meal time and shown to a table. Kelvin was the waiter who speaks good English and is very helpful. We stayed in Room 4214 which was very spacious and clean with fresh towels every day. Drinks are great and you can order most things. Some food is better than others but the BBQ on the beach is very good and so is the Italian. Entertainment ok, but could be better. If you get a chance go to the Chic Cabaret Show - Fantastic and worth every penny. Cons - Constant loud music played by the younger entertainment members (Nicole & Elian) who want to twerk and party all day and put on their own show when Charley is not there. No service from pool waiters unless you keep nagging them (Premium members), wait a long time for food to be delivered, lots of staff don't speak English only Spanish so can be hard to communicate, not good for 2 weeks stay as very repetitive, aim at Americans, Mexicans who stay for 4-6 nights, always having to ask butler to sort things out example: stocking up fridge in room, clean towels by pool, running out of soft drinks and food by pool, make sure food in Helios is cooked as husband had to send 2 meals back as meat not cooked. When it rains the hotel because dangerous on stairs and landing, restaurants flood. We spent 12 nights there and after our 5 night wanted to return as hotel and services were appalling. We will not be returning to this hotel. The only good thing to come out of our holiday was that we met some fantastic couples from Kentucky, Kent & Michigan in the same boat as us and we became great friends.

  Jan 27, 2025