08/18/2024
Review of Melia Caribe Beach Resort, Punta Cana (August 11-16, 2024)
Written by: John Hegedus, Fun at Sea Travel
As a travel agent, I always aim to ensure my clients have the best possible experience, but this trip was personal—my family and I visited the Melia Caribe Beach Resort in Punta Cana to celebrate my daughter’s 21st birthday. Our group of five rooms was excited for a relaxing vacation, but unfortunately, our stay was flawed by several issues that left much to be desired. Here’s a detailed account of our experience:
Arrival and Check-In
Our transportation with Amstar was seamless, and the friendly representative ensured our trip from the airport to the resort was smooth. However, our trouble began once we arrived at the resort. The front desk was disorganized and lacked hospitality. Despite making prior arrangements with management which included 5 deluxe rooms with king beds, the staff appeared confused and gave us conflicting information. For instance, we were initially told that only one passport was needed per room, but as check-in progressed, we were suddenly asked for passports from every member of our group. This caused unnecessary stress and delay, as some members had already begun exploring the property. The communication breakdown didn’t stop there. One staff member informed us that room service was available 24 hours, only for another to later tell us that it wasn’t—a huge inconvenience when trying to plan meals.
The language barrier with the front desk staff seemed to contribute significantly to these issues. Basic communication became a challenge, and this led to multiple misunderstandings that could have been easily avoided with clearer information. This lack of competence was evident throughout our stay and certainly put a damper on what was supposed to be a celebratory trip.
The Rooms
When we finally made it to our rooms, we were disappointed to find that four of the rooms had two beds instead of the king beds we had specifically reserved. On top of that, all the rooms were unclean and worn down—cobwebs on ceiling fans, soap scum in the shower, hair in the drains, and dirty floors made it evident that housekeeping wasn’t up to standard. We attempted to report these issues to the front desk, but their unresponsiveness and lack of urgency only compounded our frustration. Instead of addressing the cleanliness problems, their solution was to offer an upgrade for an additional $80 per night, which one couple in our party agreed to. Unfortunately, even the upgraded room fell short of the “Level” service standards.
It wasn’t until I took matters into my own hands the next morning and visited guest services that we saw any real progress. I connected with Cheyanne Santana (Chay), who was not only extremely helpful and professional but also genuinely concerned about resolving our issues. Unlike the front desk staff, who seemed disorganized and poorly trained, Chay took immediate action. He ensured we were moved to cleaner rooms, all with king beds as originally requested, and without any additional cost. His promptness and dedication allowed us to finally begin enjoying our stay.
In retrospect, the incompetence at the front desk could have easily been avoided with better training and communication. A more proactive approach would have prevented the stress and frustration our group experienced during the initial days of our vacation. Thanks to Chay’s intervention, we were able to salvage our stay, but the mishandling of our check-in and the lack of responsiveness from the front desk left a negative first impression that could have been avoided entirely.
Dining and Resort Amenities
The resort’s buffet offered a wide variety of options that our group appreciated, although the inconsistent air conditioning throughout the dining area detracted from the experience. By the pool, the food trucks served tacos, burgers, hot dogs, and ceviche, but unfortunately, the quality of the late-night snacks and the burgers and dogs left much to be desired. In particular, the hamburger buns were consistently hard, making the meals less enjoyable. One of the low points in our dining experiences was at the Italian restaurant, Rosso. The fettuccine alfredo was watery, and the lobster—despite the upcharge—was rubbery and overcooked.
On a more positive note, the hibachi restaurant delivered a much better dining experience, with both the food and the attentive service standing out as highlights of the trip.
The pool area was spacious and conveniently located near the beach, providing a nice place to relax. However, maintenance was inconsistent, and on one occasion, the water level dropped below the skimmers, causing a dirty film to form around the edges. Despite these issues, the swim-up bar was a fun and convenient feature, and we enjoyed the easy access to food trucks, though improvements to the overall cleanliness and food quality would have greatly enhanced the experience.
Guest Services
Despite the numerous issues we faced, Chay from guest services was the bright spot of our stay. After the rocky start, he took it upon himself to ensure we were well taken care of. His swift action in moving us to cleaner rooms and his constant communication through WhatsApp made a world of difference. Chay went above and beyond with thoughtful gestures, such as decorating my daughter’s room for her birthday, which helped salvage what could have been a disappointing vacation. His attentiveness extended even further when he arranged a special family-style dinner to compensate for the earlier problems—something our entire family deeply appreciated. Chay’s dedication to guest satisfaction was truly commendable, and his personalized care transformed our experience. He is without a doubt a tremendous asset to the resort.
Entertainment and Atmosphere
One area where the resort could improve is its entertainment options. While the activities seemed to cater mostly to children and families, we would have appreciated more nightlife geared toward adults. The lobby area near the Olive’s Bar also felt dated, with furniture that could use some updating to match the resort’s beautiful grounds. A more vibrant and modern atmosphere in the evenings would have added a nice touch for guests looking to enjoy some nightlife after a day in the sun.
Final Thoughts
The Melia Caribe Beach Resort certainly has a lot of potential, especially thanks to dedicated staff like Chay who genuinely care about enhancing the guest experience. Despite the challenges we encountered with cleanliness, communication, and some of the dining options, the resort does have its redeeming qualities. The beautifully landscaped grounds, the large and inviting pool (when maintained properly), and the variety of dining options offer a range of experiences for guests. However, the resort could significantly improve by updating its furniture, enhancing overall cleanliness, and offering more adult-oriented entertainment options. These changes would elevate the resort’s appeal and cater to a wider demographic beyond just families with children.
As a travel advisor, I would recommend this resort primarily for families, especially those traveling with young kids. However, I would advise potential visitors to manage their expectations in terms of service, room upkeep, and food quality. This is a resort where flexibility and realistic expectations can go a long way in ensuring an enjoyable stay. Having someone like Chay on your side can make a world of difference, as his attention to detail and commitment to guests truly stood out.
In the end, while the trip wasn’t without its flaws, we were able to make the most of our time and celebrate a special milestone for my daughter. This experience served as a valuable reminder that the right support and attitude can turn even a rocky start into lasting memories.
John Hegedus
Fun at Sea Travel
