Menu
Login
I am thoroughly disappointed in the way you treated my family as guests at your hotel. You failed to provide the safety and security to a family who traveled from NY with our hard earned money to enjoy some relaxation. I'll start with the lack of attention your desk pays to anybody. Any little distraction and your front desk people will have side conversations, answer the phone, etc and not focus on the task of a simple 10 minute check in - that was day 1. We upgraded our room for an extra $250-$300 and were sadly disappointed to have only 1 bathroom in a suite with no fan to get rid of the steam. Again, I go on vacation to relax and leave my troubles behind - this was not the case not realizing when I picked Iberostar Waves Punta Cana resort to stay at. I realized something wasn't right when the safe in the room which we locked every day with our belongings would have issues with the code in the evening upon returning. I also didn't think much of it when $1000 pesos (roughly $16 USD) went missing from my wallet which was in the safe. I left a $10 tip everyday on the nightstand and could not figure out for the life of me where the $1000 pesos bill went. Well, that would later be figured out as money that was taken from my wallet daily that was left in our safe from one of their greedy inconsiderate dirtbag worker(s) they employ. I also requested that extra towels and extra toilet paper be left in our room. That request fell on deaf ears. On Sunday, February 16th, I called at 6:30 AM requesting toilet paper as we were out of it. I made approximately 5 phone calls to the front desk and by 8:00 am, I received toilet paper. I am deeply disturbed that they train people and/or allow people not to do their job and ensure guests are taken care of. The person at 6:30 am told me I'd have to wait until after the 7am shift of workers came in. What a joke! If the place was on fire, or somebody needed medical attention, I guess that's what they trained them to say - they'd have to wait until the 7am workers came in to put out the fire, or tend to a medical issue. On February 17th, 2025, we fell victim to your resorts timeshare sales pitch which we were told would be no more than 90 minutes, again, false-advertising as it was over 3 hours and we were basically beaten down to try to sign up to get our money. 3 hours of our trip we would never get back and thankfully didn't sign up.
The most disappointing part of the trip is having to call your security to help open our safe because the code said "error" - again on 3 separate days after having locked the safe for the day and returned in the evening to not being able to open it due to the error. But on Tuesday, February 18th, 2025 my wife went back to the room to get out of the sun and found that our safe had been left open, which we locked, and a note from housekeeping indicating that the safe was open when they arrived in the room. She checked her wallet and found that $150 was taken, and $250 was taken from my wallet - which by the way, I'm a police officer and had my credentials, and credit cards in there. She called security and several security staff arrived with absolutely no clue and no initiative to want to help us. Translating guest services person began to question us as if we were lying - asking us how much money we brought, where we went and how much we spent at each place and taking notes, talking in spanish to others as if we were the suspects. Then advised that he needed to search our room! Um, this is not how you treat guests - like criminals, and with an 11 year old little girl, and wife, I wasn't going to allow security perverts to go through their underwear to look for our money. The proper thing would have been to look at security cameras and the electronic key to get into the room to identify potential people who were in our room and at the VERY LEAST ISSUE AN APOLOGY and provide a remedy. But this is not how the situation was treated and IBEROSTAR SHOULD BE ASHAMED for the way we were treated. The icing on the cake for this trip was upon checking out, the clueless front desk person attempted to cake on extra charges such as golf, and a romantic dinner - neither of which we received and certainly didn't request the romantic dinner with 2 kids staying with us. I advised at least 2 weeks prior by phone that we did not want to play golf and I was assured we would not get charged. Upon checking in, I relayed the same information but the desk person doesn't know how to focus on customers. After insisting with the woman that we would not be paying for that, she finally agreed, but would not let up on the romantic dinner we NEVER ordered, nor did we receive. She kept us hanging out in the lobby while she went into the guest services office to figure it out, never re-appearing to provide us with any customer services. I am appalled at the way they treat guests, who by the way we tipped generously throughout the resort. At the very least, they could have offered a refund of the $250 upgrade which would have rectified some of our loss from the theft in our room by one of their own scumbag employees, but instead they chose to point the finger at the victims, a hard working police officer and his ill wife.
People depend on great customer service, safety, security, and relaxation, not what went on at Iberostar Waves Punta Cana. STEER CLEAR OF THIS PLACE - SHADY SECURITY/STAFF, AND MANAGEMENT DOES NOT CARE FOR CUSTOMERS
