AMResorts
Reviews and Complaints

Douglas DeSorbo
6004 Catlin Drive
Tampa FL 33647
[protected]
[protected]@hotmail.com

AMResorts Company
7 Campus Blvd
Newtown Square PA 19073
sales.[protected]@breathlessresorts.com
www.complaintsboard.com posting

September 23rd, 2018

To Whom It May Concern/Gabriel N. Felip Cotter: *** ATTENT REQUIRED ***

This letter is to inform the company regarding our recent stay at Breathless in Montego Bay, Jamaica. This letter will review some personal problems we had, structural hotel issues, along with some major design and organizational problems, on top of fundamental flaws primarily as it relates to the Breathless hotel.
We checked in around 4:30/5pm local time on Saturday September 15th, our room was promptly ready which we were taken to (Room 5218). Room looked very clean, very pleased with layout and design however as soon as we walked into the room there was a pungent smell of mold in the room. Without too much investigation we found the refrigerator was leaking, so we thought that may have something to do with the odor. There was maintenance personnel in the hallway who literally mopped it up within three minutes, however they left abruptly. By the time we were finished with the introduction to the room 10 or 15 minutes or so there was a puddle on the floor, the fridge door was closed in each case, the fridge was leaking. My wife told me that she couldn't stay in that room because of her allergies, I wasn't sure I was able to either since it was so severe. I went down to tell the front desk that the refrigerator had to be fixed; the worker told me that she had to get the manager, however she literally disappeared. After 15 minutes or so someone came up to me and asked if I had been helped, I replied that I was waiting for the manger, they said is there something I can help you with, I said probably, I didn't ask for the manager when I came down. I said we need a new refrigerator because ours is leaking very badly. They assured me that they would get us a new one and it was their pleasure to serve us. Before I stepped away from the front desk, my wife came to me and she said she found the source of the smell, the bottom of the closet was completely black with mold and that there was no way she was going to be able to stay in that room. My wife told the worker (Mayika?) our issue and she said they were completely booked and we'd have to make it through one night; we said we would make do for one night. Only to mention for completeness of this letter, the tablet to operate the room barely worked unless it was on its stand... but that was the least of our problems at this point. We go to our new room on the same floor the next day; the hotel staff made the transition extremely easy and pleasant for us (Room 5204). The new room smelled fine at first, air conditioning was blaring when we walked in. We noticed very minimal mold in the room and closet, even though by the end of the night we could smell some of it still. We thought it was livable for a week. Each time we left we noticed that the door wasn't catching or locking to close, after wasting time and energy of playing with the door after multiple attempts to get it to close, only sometimes could we get the door to catch… however we would get back from being out and found the door completely unlocked from probably the cleaning staff who I do not blame because I truly feel like they did not know the door wasn't closing properly. After wasting too much time on this door situation, I realized that the strike plate was completely loose and looked like it was broke once and not properly fixed. I told the front desk about this situation and that the strike plate needed to be fixed because our door was at this point never catching to close or lock. They said they would fix it right away and that it again it was our pleasure to serve us. By Tuesday, the door wasn't addressed, my wife asked if I was going to say something to the front desk, I said no, I have a better way to fix this (by sending a letter that lays everything out to the company and take it as high as it goes, regarding this along with the rest of what will be in this letter and potentially taking this letter outside the company to report the unhealthy conditions it is putting their guests in). Pictures will be included with this letter being sent to corporate, and no, they were not spread socially at all… yet… keep reading closely.

As we were walking though the hallway on the second floor we found more black mold everywhere, my first assumption that there were leaky pipes and gutters that go down the walls in the hallways, upon further inspection we came to the conclusion that the wood looking press board was the wrong material throughout the hotel. Obviously we know why press board was used, however no one must have had the forethought to realize the way that material absorbs moisture… moisture constantly being absorbed with no sunlight leads to mold that is infesting that hotel and every hallway and room in it. Looking at the front of the hotel, some of the front of it about three quarters of the way up looked like it was falling apart from the main structure of the building, it didn't look like it was concrete, it looked like it was some type of plaster used to shape what was wanted, whatever was used, it isn't working. This hotel needs to be shut down for 8 months to a year to renovate everything that was done wrong, it needs to be gutted and replaced with material that won't absorb the moisture as the materials that were originally used and plaster flaking off the front of the building that isn't even 3 years old.

The service at the restaurants in Breathless was beyond slow, however I don't know if I'd blame the staff as though it seemed like there was never enough help. We caught a little attitude from one of the servers our very first meal at the Fishnet grill near the pool, however we did not fault her, but it looked like she wasn't given the full resources to do her job. I said to my wife at each of the 3 places to eat at Breathless that this place doesn't function, there is no one here, and it doesn't function… I don't know what would happen if the hotel had more than 10 people trying to eat at once, which leads to the next problem.

On the Saturday the 15th, the day we arrived, there was absolutely no one at the hotel and nothing going on at the hotel. There would be a DJ playing music, but there wasn't one guest in the vicinity, and we were told the hotel was 100% occupied. The bigger problem was that we found this to be true for the rest our trip, we had many conversations with staff that did not want to talk about what was going on and had different ideas and theories as to what happened to the hotel. Some say it was too wild so they scaled it back to the nothing that was going on, some say it was overbooked before opening and then they owed too many people rooms after that the hotel got way ahead of itself. We were told that the manager asks on every complaint that is made rather than looking at the overall picture. You never want to cater to one crowd obviously, but when you have Secrets across the hall, it should be okay to have a hotel such as Breathless on the other side be more of a party place (within reason), the ones who don't like it can stay at Secretes. It's not that Breathless wasn't that wild, it's that it was dead all week… We found very fun hard working entertainment staff looking for people to entertain… again, they seemed like they weren't given what they really need to succeed, such as a crowd of people more than 4 or 6 max.

Organizationally the place is a total mess… I read in the pamphlet provided to us when we checked in that a regular guest can't go to the roof top bar until after 5pm during the day (it's for Xhale members only), then when you get off the elevator it says 6pm, they someone told us that the hotel isn't following any of that, which they weren't. My wife showed me the tablet that shows pictures of the hotel, they aren't even accurate, has the hotel already gone under major structural changes already? We both agreed, we don't think the pictures would have made the place any better since we couldn't even tell what was going on in the pictures; the main take away point here is the pictures on the tablet aren't even accurate. My wife checked in with Amstar regarding our departure information for Saturday the 22nd, she was assured that we should be in the lobby at 12:15pm to be picked up to go to the airport. At 11:25pm on the day of departure, we were told our bus ride was waiting for us 10 minutes already for us and to be down to the lobby as soon as possible, luckily we were just about down packing so we rushed to make it down to the lobby just after 11:30am. The bellman said we were left behind and seeing if he could arrange new transportation for us since we missed our bus and now we will be cutting it close to being able to catch our plane. This added us all sorts of stress we didn't need, I asked my wife if she had anything that stated that in writing/photocopy of the time of 12:15pm? She said no. Since we were being made to feel this was our fault, I was getting slightly agitated along with dealing with the whole week of events. I told the bellman to go the Amstar desk and figure it out rather than run around in circles and get nothing done, the Amstar people told him he didn't know what he was talking about or doing, our correct time to be picked up was 12:15pm. The problems literally were for the whole trip. A woman's face dropped in the lobby listening to us talk about our week at the hotel, we assured her she would be okay and wasn't that bad because she honestly felt scared from listening to us, but we also told her she was lucky she was only staying for a long weekend.

Who designed the layout of this hotel? Please highlight this section and send them to it. There is a wall in the middle of outside? We are assuming to cut down on the noise from the DJ? Maybe turn down the music rather than putting a gigantic wall in the middle of the outdoor pool area? The pool was designed lengthwise, what are you looking at? People sitting on the other side of the pool along with a tree line that go to where no beach is? If you are on the very end of the pool you are at potentially a prime location to see the entertainment and the DJ, but you are at the furthest end of the pool and there is a wall blocking you from seeing the other pool and the DJ. Rooftop bar, Altitude, seemed like a great idea/touch to the hotel; however nothing was ever going on, but did the company realize where they built it? If you look towards the Sea, you aren't right at the sea, so you see some not so nice looking areas around you, but the view that struck me the most was the dump next door, looked like a house that stopped being built, there wasn't one person working on it all week! I have never ever been on vacation and had an eye sore right next to the resort I was staying ever. Maybe the rooftop bar would have been a better idea somewhere else. After going on the bicycle ride Secrets provided we were getting the feeling that Montego Bay in and of itself may be a thing of the past.

In summation, we will never be going back to Breathless/Secrets Montego Bay for a multitude of reasons, all we did for the first half of our week there is talk about how much we enjoyed Breathless in Punta Cana, then we stopped talking about it because then we thought that maybe it has severely gone downhill also since our September 2016 trip. At this point we don't want to risk it, nor do we care to even check out the Breathless Mexico hotels. However, our 2016 trip to Breathless of Punta Cana was the most perfect all inclusive resort we have ever stayed at. We cannot state one thing done wrong at that hotel, and actually, I don't think it could have been laid out any better or any better staff and entertainment; it was the most enjoyable amazing time ever! It is too bad we had the experience we had in this past week's vacation. Breathless Montego Bay missed it all, there really isn't that much potential either other than wiping out the entire place and starting over would be the only real option. Word of mouth is everything, but giving this company time to respond is what reasonable people would do. Do we tell our friends and family truly how bad it is there? We both work for a very big organization that words spreads rapidly. Do we tell them our few fun times and leave out the rest? Or do we spread the word a little further (i.e. social media, and this trip was booked though Triple A, do you want a national organization such as Triple A not to recommend Breathless/Secretes to anyone)? Are time at Secretes was okay, nothing amazing, we saw the rooms over there, they weren't moldy, but nothing all that impressive either.

I'm expecting a written response of some sort and would be willing to discuss further on the phone if really need be, but this letter outlined a good portion of the problems of the resort.

Sincerely,

- Douglas S. DeSorbo

Good Afternoon,

My husband and I just returned from your resort to celebrate my 50th birthday. We chose your resort after having a very lovely experience in Cancun at Christmas. We have stayed at several Secrets resorts. Your staff is wonderful and the beach is fabulous. I want to comment on several areas of concern that we brought to your attention and let you know that we have written the parent company. Our room was under the name of John Mark Slack and we had water dripping from the ceiling and sewage coming up from the bathtub. The odor was so strong that we had to close the drain and it remained closed the entire stay. We brought it to your attention and yet nothing was done. When going to dinner your policy at dinner is that men must wear a collared shirt at Bordeaux however men wore shorts and sleeveless t-shirts and women were dressed in what appeared to be bathing suit cover ups. This is not what we consider fine dining when we order $100 BOTTLE OF WINE. We spent over 500$ tipping you wonderful staff and there we have no complaints. We went to the spa for a couples message and were left in the steam room for 25 minutes by mistake. The girl said that she was sorry but I was almost ill for my message. Upon returning to the dressing room I was met with 25 women and over 50 pieces of luggage at 4:30pm because their rooms were not ready and you let them shower. They were angry and disturbed and my relaxing experience was now a challenge to maneuver around all of them to find my way to shower and get ready. This is not the service that I had paid for. Secrets portrays itself as an adult only relaxing environment and I truly felt that this time you did not full fill your end of the contract. I have stayed with you many times and would like to be able to stay with you again. I am sure that you will simply hit the delete button on this email. I went to the front desk several times as well to discuss other minor things like the refrigerator not working but I understand that these things happen. Please understand that I could easily file a dispute with my credit card company but I am hoping that you will make this situation right on your end as I am sure that your goal is to have a satisfied customer. I look forward to hearing from you,

Regards and best wishes,

On 07/12/2018 our daughter was injured in the pool. She was sitting with her feet under her on the tiled bench and her brother leaned across her to grab a toy, she cut her foot not he broken tile, requiring stitches. The staff was very gracious and fairly helpful. They paid for her medical bills and transportation to/from the hospital. We very much appreciate it. Because our daughter was unable to get her foot wet or in the sand, we made the difficult decision to leave the next morning (having only been there for about 24 hours when the accident happened). The manager of the resort provided us with a comp for 3 nights (we had planned to stay 4 additional) sometime later in the year. I did reach out to him once we were home and let him know that we don't plan to use it. Our daughter wasn't hurt on one isolated missing tile there are many tiles missing in the pool and I'm unable to relax and enjoy a follow-up trip knowing that an accident could easily happen at anytime. Another reason we'd be unable to return is we did need to pay the airfare (our insurance obviously didn't reimburse us for that). The manager returned my email saying he'd like to speak to me and would call. I received one message from him, I was unable to answer the phone at the time, he said he'd call back and never has. I have avoided posting about this incident on trip advisor and other review sites because I had hoped that the staff would repair the pool and we'd find a resolution.

Honestamente, por ser un hotel de la categoría de uds, hotel 5 estrellas, y un lugar como es Punta Cana que vive del turismo nunca pensé que podría transcurrir una situacion de esta manera. Como ustedes saben, a raíz de la intoxicación que sufrí con sus alimentos, me provocó una gastroenteritis aguda de la que aun sufro secuelas. En ese momento no había en todo el hotel un medicamento, ni siquiera comprado, para calmarme el vomito, dolor de cabeza, o diarrea y me vi obligada a llamar al médico. Me enojó de sobremanera pagar los honorarios médicos ya que la enfermedad fue causada por el hotel con los alimentos que ingerí durante la cena. Cabe mencionar que como el hotel es todo incluido ni se nos ocurrió con mi esposo buscar otro lugar donde comer.

Sigo en espera...NADIE me ha contactado con respecto a la intoxicacion por alimentos en sus instalaciones. La gastroenteritis aguda provocada por el manejo de la comida que me sirvieron me arruinó el viaje y sigo con secuelas. Me sorprende de sobremanera la forma que me trataron y como se lavaron las manos de lo que me sucedió en su hotel ALL-INCLUSIVE de "5 estrellas."

I got HORRIBLY SICK while there, food poisoning at an all-inclusive, pretty easy to point fingers, isn't it? I was puking my guts out at 3am... not a 1st aid kit in sight in the entire hotel...no Tums, Tylenol, Pepto Bismol, nothing! Their proposed solution, call the doctor in and get charged $225 for the visit, plus meds, for a grand total of $280.

***Guest services leaves MUCH to be desired.

Good Evening,

My name is Niurka E. Cabret, I visited Secrets Cap Cana From Sunday July 1st 2018 to Friday July 6, 2018. I, along with my husband Yosef E. Cabret and our best friends for more than 20 years: Mirtha and William Fernandez. We booked this trip back in March 24th, 2018.

All of us were extremely excited about this trip, and the main reason was The Beach. To me and my friends the beach is the center of the vacation. The beach is what we love, enjoy, and spend time in. We were counting the days to get there and enjoy that beautiful beach. We saw the videos from the Hotel, and also from the people that visited the hotels in u tube and we were all excited . However, we received a very ugly, and sad surprise when we got there.

The beach was full of seaweed, We have never seeing something not even similar to what we experienced. The water was brown, smelly, full of a weird mud that made it unable for one to get in the water. It was disgusting! . (we have pictures and videos) Although we love the beach so much, we were concerned about our health. I, for instance, had a small cut in my leg, and I was afraid to go to the middle of the ocean in a Kayak cause I did not want that water to touch my skin. We asked everyone that worked in the hotel, and they all gave us the same answer, they encountered the problem since three to four month prior to our arrival, and the Hotel was working very hard resolve the situation. However, during our stay, we could not get near the beach because of that ugly scenery and the terrible smell.

The question that we all asked is: Why didn't the Hotel inform their guests of the situation ahead of time, in order for their guests to make a decision based on the terrible circumstances? Specially for people like us that spend a year saving money to enjoy a beautiful place and a beautiful beach.

Also, the Hotel did not extend a courtesy to their guests in transporting them (in this case us) to another beach in Bavaro Beach where the company has others Hotels.

We are not complaining about the Hotel itself, nor the food which was very good, nor the people that worked in the Hotel which were helpful, courteous and polite, nor the room which was very comfortable and very pretty, nor the service which was very good. Our complaint is about not letting us know way in advance of the situation and/or not provide a solution to their guests while vacationing at the Hotel.

We felt extremely disappointed, and not only us, we heard of guests that left the same day of their arrival because of the same situation.

Given the situation at hand, I hope the Company can assume responsibility for this disservice that the four of us encountered.

If you have further questions, and/or need more information, you can either contact me at my cell [protected] and/or my email: [protected]@yahoo.com

Sincerely,

Niurka E. Cabret

My name is Angela Ivey and I am submitting a complaint to your office in hopes that I can retrieve $1400.00 dollars that was given to Breathless Hotel an additional cost of the trip because I lost my credit card and realized I did not have the card because it was lost or stolen while going to the Resort in Dominican Republic. I traveled to the DR from Ft. Washington M.D. United States on April 14, 2018 with my husband who is in wheelchair for his B-Day. At check in I realized credit card was stolen I told rep. And the rep got the manager . After 6 hours the AM resorts stated that if we did not have a credit card we would have to pay an additional $1400.00 to be able to stay at the resort . We already had paved $994.00. The hotel stated that if I could get card by time we leave that they would reimburse me . I reported card stolen and gave the report information to rep. The resort did not give money back to me The credit card arrived on April18, 2018 . The resort will not give money back . We had a horrible time and would like our $1400.00 and a decent vacation.

I am a UVC member and booked a vacation through GBS in November. We modified our booking and GBS was supposed to cancel the initial booking and enter a new booking and issue a credit for the initial booking. Very simply, GBS charged me double and never issued the credit for over $3800. Although I have provided copies of credit card statements, the resort claims we still owe an additional $500 for our vacation. To make matters worse, the resort claims independence from GBS and neither can seem to get to the bottom of the issue

Booking number # [protected] travel dates 2/13-18
Names: Irina Avdushev + husband and two kids 4 y.o and 3 y.o

To whom it may concern,

I would like to share my experience during my stay in Dreams Playa Muheras few weeks ago. Honestly it took me so long to write this email because I was trying to cool off and write an objective email. I am expecting a reply and remedy to this situation.

I used Apple Vacations for years, stayed in Riu Peninsula, Barcelo Maya Palace, Grand Palladium resorts, Iberostar Grand, Paradirus Palma Real in Dominican Republic, this is just to mention some properties and always have a great experience and awesome vacation.

This year my travel agent recommended me Dream Playa Muheras as it being a new hotel and has all the amenities we are always looking for (5-6 golden apples) and great for kids. I priced several good resorts and chose this one (more expensive than the other options) based on that recommendation.

Upon arrival to Cancun we found the apple representatives and they took us to our hotel without any delays.

Once at the hotel everybody was very nice, and the resort looked beautiful and updated. The room was ready so we could change clothe, eat and attend the pool which had a very comfortable water temperature and even had Jacuzzis with worm water. The drinks service by the pool was very attentive and fast and for every request I got: "With pleasure" + smile.

So here are the things that did go wrong:

Rooms:

Bloody sheets - I called got apology and that they will change it. That did not happen. I called again next day, again got apology and that they will come to change it - did not happen again.

Shower - although I have to say the best water stream - with all that the water was flooding the bathroom and the corridor and my kids kept sliding and falling over it. - When complained about it I was told that all of their showers are the same so I took 5 towels and put it all over the floor to make sure my kids will not break their head while walking on wet stone floors.

Worst mattress ever - hard. We all had a back ache including kids and couldn't sleep a full night.

Food: I have never been in a resort with such a bad food.

Buffett - slow. Not fresh food. The cooks do not know how to cook. They either over or under cook meet. The cooked food was clearly recycled from the day or days before and tasted just bad. Except the white bread all the rest of breads were hard as a stone. Waited 25 minutes for an omelet in the am just to get it swimming in oil and the cheese inside was not event melted.
Service in the buffet: slow. Had to wait for 5 minutes for a teaspoon. When asked for tea got a mug with yellow water (dirty from the pot). When told the waiter about it, he took the cup and went away. He came back after few minutes with a new cup and already hot water in it - but what do you know - this time the cup was dirty and not the water.

Gaucho- meet is not good. Either over cooked or under cooked. Our server was very nice though.

Meza- waited 2 hours from the time were sitted and got cold steak that we could not cut with knives and lamb the size of a quarter and completely not cooked. - spoke with the manager of the restaurant. He apologized and offered to make another meal for us - really after 2 hours on the clock with 2 little kids? No thank you. I have to say that I felt so bad for the waiter. He was powerless of what was going on and all the tables around him were upset as all of them were waiting for the food as long as we are. We saw people walking out before getting the plates.

Management- One day I was so fed up (after the 2 hours waiting in Meza) that next morning I went to the lobby and asked to speak with the manager. I was asked what is it about. I did explain and they did call the manager. Well I waited for 10 minutes and he still did not come. I was already so disappointed with everything that I asked what will he actually do and was told that they will make sure that next time we go to eat they will make sure we will have a great experience. I thought to myself: how will they fire the people that work in their kitchen and hire actual chefs? Probably not, so I left. And at no point the manager followed up with me (they had my room number).

Bar (do not remember the name but by the ice cream shop) - they had only 5 things on the menu. Ne of the things is a chicken Brest sandwich. I ordered this sandwich just without the bun and whatever the kids wanted. They got their food, finished it, we went to get ice-cream next door and brought it back and finished it and as we were getting up to leave they brought my chicken.

(this one is actually good) Ice-cream shop - I have to say that was the only place that dealt with food that was good - very good.

Room service: we ordered fruit from room service. When done we put the leftover in the special place by the corridor. It stayed there for 2 days - smelled the room. I had to call and ask them to take it. When I brought that up to the lady in the lobby I was told - well why you didn't call them once you done waiting so they could pick it up.

The beach - out of 6 days we were there, only 1 day that the beach was clean from seaweed. So only 1 day we could be at the beach

Bar at the beach - on that only day we could use the beach they had no towels or water to serve.

Entertainment for adults - nonexistent in the evenings.

I will not tell you how to run a resort (although I have a good idea on what could be improved in this place) - but I can tell you that for this resort to get a golden apples - it needs to be a scam as non of the people I spoke to were happy about their stay there.

This resort should be listed as 3 stars based on their service. I did already call the travel agent and told her and others that work with her not to recommend this place to anyone any more.

I am expecting an answer and I am expecting some remedy to this situations. You can check my name I been traveling and using apples allot and never have I listed a complaint, but this is really horrible experience. I always trust the apple rating but this just showed me that I should not do that in the future.

I am getting all worked up again as I am wring this email and remembering on how bad this vacation turned out from such a high rated property.

Disappointed and I will make sure to describe my opinion everywhere I can so no other family would have to through their money on this place.

Irina Avdushev
[protected]
[protected]@hotmail.com

In October 2017 I placed a reservation for Secrets the Vine Cancun for a stay from May 30 to June 6th. In February 2018 I called customer service to see if I could change my reservation to a room with two beds. I spoke to a customer service rep who reviewed my reservation and helped me find a room with two double beds. Since she was informing me of the price I paid at the time of my reservation I thought she was honoring the price of the reservation in October. I booked the new room and ended the call. Once I got off the phone I realized that the room I chose was too snalll( I previously had a honeymoon suite) and now have a deluxe room with two double beds. So I called back to change the reservation. I spoke to a gentleman that gave me the rates for larger rooms. I told him the rooms seemed expensive and if they were honoring the rate when I booked it in October and he said no. I told him the lady I just spoke to said she did. He told me it wasn't true so I calmly asked to speak to the manager and he told me that the manager would only tell me the same thing he told me. So I still asked to speak to manager- Monique who told me that the customer service lady was incorrect and they can't change policy. I told her that I was disappointed and she stated she could not change policy for me. Last year twice I stayed a two Secrets resorts. She was very rude and assisted me in makings new reservation. Although I was mistaken I am sad at how I was rudely treated. Although I hope to be able to revert back to my initial reservation at same price (Mo'nique said she couldn't do it because she didn't know the prices in October). Although I added an additional stay to my reservation and got a different room, when I spoke to the first customer service rep today- I would like to revert to my initial reservation with same number of nights stay and honeymoon suite and price. I just wish that Secrets would make it clear at time of booking their policy And even if the customer is wrong there is no reason to be rude and condescending.

I and my wife Ruth recently visited Dreams La Romana for our wedding and honeymoon. We would like to thank our wedding planner Yessica who gave us a wonderful day and made all of the wedding arrangements as stress-free as we could have wished for.

However, I do have some very serious complaints and issues with the hotel and our stay there. I will explain each of these complaints and what I would like to see done to resolve our complaints.

We arrived at the hotel on the 5th of October and we started our vacation in room 2149. This was a clean an pleasant room and we were very happy with it. We had a lot to arrange with the wedding planner and with guests arriving over the coming days from both the UK and the Dominican Republic, wedding guests of both my family and the family of my wife.

We were told that we would have a butler. However, on our day of arrival, we were told the butler was busy and to come back the following morning, we did, and again the butler was not available and we were asked to return at 15:00 “when he will be here to meet you” we were told. At 15:00 we returned, again to the adult only preferred reception, and again, we were told that the butler was not available but “not to worry he will now call at your room to introduce himself to you and explain all of the services he will provide”. This never happened. Not once throughout our stay at Dreams did we ever meet our butler or receive any of the services he was supposed to provide to us.

A couple of days before my first guests arrived I was informed by a preferred club staff member that, in order for my guests to use the same pool and facilities my wife and I were using they would need to be upgraded to the preferred club. I was quoted a total of $909 (US Dollars) to upgrade each of the 5 rooms for the nights my guests would be at the hotel. I agreed and paid by card at the adult only preferred club reception desk (please note that later in the holiday I was told I had not paid this upgrade and when checking out one of the rooms your hotel attempted to charge me again).

My first guests from the UK arrived at the hotel on the 9th Oct and went into room 3120. In this room, there was a terrible problem with the air conditioning, every time it shut down a huge banging sound came from it and was enough to wake the baby that was staying in the room. This was reported to the main reception who told me that the maintenance department would look at it straight away. This never happened.

On the 10th Oct, my wife and I moved rooms from 2149 to 2153, the Ocean Front Honeymoon Suit. This room was fantastic except for the shower, it was absolutely filthy, ground in dirt and grime. All of the grout had brown dirt and mold, the plug panel on the floor was loose, the shower head and controls had blue and green mold and mildew growing on them! this was not what was advertised at all. It certainly is not what we expected from what is supposed to be one of, if not the, best room at the hotel and certainly not a honeymoon suite! We also had a card in the room telling us that our special honeymoon bottle of champagne was being kept chilled for us and we just had to call room service when we wanted it and it would be delivered, three times we called to request it and each time we were told it was “not available”.

On the 11th Oct my wife family arrived at the hotel and went in to rooms 5303, 5303 & 5244 I also took a fourth room, room 5242 for one of my brothers from room 3120 to stay in for a few nights so that people had a little more room. However, upon arrival, all of these guests had been booked into the adult only rooms and as there were three children it was quickly apparent that these rooms were not suitable. The hotel staff had to arrange for other rooms in the preferred family section to be made ready. My guests were made to wait in the preferred reception for almost four hours before rooms were available. This was the day before our wedding! we were already very busy and nervous making the arrangements and expected things to run smoothly.

On the 12 Oct, it was our wedding. This I have to say went very well and We were very happy. Again I must say that our wedding organizer Yessica was fabulous.

On the 13th Oct, I woke to a call from one of my brother’s wife’s to say that he was extremely unwell in room 3120. I went to the room to find him, his name is Simon, in absolute agony with stomach cramps, diarrhea, and vomiting. He had been like this most of the night. Then I received a call from my other brother Andrew in room 5242 to say that he also was very unwell. I went to that room and found that he also was suffering from stomach cramps, diarrhea, and vomiting. They both decided to remain in bed and see if they could recover quickly. This was my honeymoon and the first day of married life. We had planned to spend the first few days of our honeymoon with our families all together, as it was the first time many of them had met and possibly the last time they would ever meet. Now that special and valuable time was slipping away as two of my guests were in bed very unwell. The evening of the 13th Oct was the last night at the hotel for my wife family and we had planned to all have a meal together, However, my two brothers were still unwell and in bed. They could not attend the meal and nor could my brother's wife, who is a very long-standing family friend, as she was in room 3120 taking care of my brother and their two-year-old baby alone. My wife and I were very sad that this meal did not take place with both families present as were all of our guests.

On the morning of the 14th Oct, it was very clear that my brother's condition was getting far worse. I went to the hotel medical room and explained the situation. The hotel doctor attended room 3120 and saw Simon, who by this time had totally uncontrollable diarrhea and was vomiting bright red blood. He had low blow pressure and a fever. He was unable to even to walk or dress. He was placed into a wheelchair and taken by ambulance to the hospital in Punta Cana. The hotel doctor then visited room 5242 and saw my brother Andrew who was in a similar condition although he was not vomiting blood. The hotel doctor again called an ambulance and he was also taken to Punta Cana hospital. My wife guests were due to check out at 12 pm and we had planned on all having breakfast together and enjoying their last morning at the hotel. Instead and as a result of my brothers being admitted to the hospital, they left early at around 10 am. I personally check them out for each room and there was no bill to pay for any of these rooms.

My wife and I then went to the hospital and had to begin making contact with the insurance company in the UK to get the payments needed for my brother's treatments. Both were diagnosed with Gastro Enteritis (food poisoning). Andrew was also diagnosed with appendicitis and required surgery. It was explained to us by the doctor at the hospital, the insurance companies doctor and a doctor we called in London that food poisoning in strong form can and often does lead to appendicitis.

My wife and I stayed at the hospital until very late and we were advised to return to the hospital the next morning incase any further communication was needed with the insurance company. We spent all day on the 15th Oct at the hospital and we were told that on the following day Simon could make his original flight back to the UK with his wife and child as he had responded well to the antibiotics and his blood results were now coming back ok, but that Andrew would not and that he would remain in the hospital for several more days. I returned to the hotel on the evening of the 15th at around 20:00. on the morning of the 16th, I went to check my brothers out of room 3120. When I did this I was told by the preferred club staff member that there was a bill of nearly $1000 for the room. I told them that this could not possibly be true. I was told that I had never paid for the preferred club upgrade for this form and it was almost $600, after an argument and several phone calls to different departments who all confirmed that I did indeed owe money for the upgrade I finally managed to find the receipt for the $909 I had already paid for the upgrading of all my guests. There was an apology and I left the hotel for the hospital to take my brother to the airport. When I arrived at the hotel they said that they were still waiting for the final payment from the insurance company for Simon but because my other brother was still at the hospital and “they trusted me”! they would let Simon go! I took Simon to the airport with his wife and child and they returned to the UK. My wife and I then went back to the hospital and we agreed with Andrew that the following day on the 17th my wife and I would not return to the hospital unless it was urgent. We would try to enjoy one day of our honeymoon together as planned. We agreed that in the morning we would go to the hospital doctor and get an update from him as he could call the hospital for us. The following morning we did exactly that. We planned a day of trying, as best we could given the circumstances to relax and enjoy a little of our honeymoon together. Unfortunately, when we visited the hotel doctor and he called the hospital we were told by him that the hospital was very angry as there was money owed for Simon that had not been paid by the insurance and that they had only released Simon as they “trusted me”!. we were told by the hotel doctor to return to the hospital immediately and pay this bill. We were also told that it was an important day as the hospital was arranging a meeting with us and the doctor to discuss when Andrew could be released. We wanted him released on Thursday as this was when I was traveling back to the Uk and Andrew needed somebody to travel with him. We followed the instruction of the hotel doctor and went straight to the hospital were upon arrival it was found to my total disbelief that the money owed and that we had been told “must be paid immediately” was £100, the insurance access. This is a tiny amount of money that could have been paid at any time! We waited at the hospital for the meeting with the doctor only to find that there was no meeting and that the doctor was visiting Andrew the following day. We waited at the hospital until 18:00 before finally being told this. An entire day of our honeymoon lost because the hotel doctor had told us to return immediately to the hospital for the sake of £100 and a meeting that was entirely fabricated in order to get us to the hospital and pay the £100.

The following day we again attended the hospital and the doctor confirmed Andrew could go back to the hotel and fly back to the UK with me the next day on the 19th. The insurance book Andrew room 2124 for the night. On the morning of the 19th, I went to check out of our room 2153, I had asked for a print out of the final bill the day before, at the preferred club family reception, the final bill was RD 74, 673.16. However when I went to check out and pay the bill I was told it was now RD 110, 812.40 a difference of RD 36, 139.24 despite spending half an hour arguing in the preferred reception and being told it was for all manner of thing, including rooms neither I nor any of my guests had stayed in and the receptionist calling different managers and the accounts department, nobody could tell me what this extra money was actually for. I was in the preferred reception for over half an hour and by this time really had to leave or we would have been late for our flight. I was told by the hotel that the only way I could leave was by paying the higher bill, despite nobody being able to tell me what it was for!

My wife lives in the Dominican Republic and I live in London. We met a couple of years ago when I was working in the Dominican Republic. It has been very hard spending such long periods of time apart and certainly each time I leave it is particularly difficult for both of us. However, we very much look forward to the time I have off work and can travel to the Dominican Republic to spend time together. This time it was to be an even more special time. It was our long-awaited wedding and a time that our two families would meet. We have dreamed about it and looked forward to it for as long as we can remember. We had the option to have the vacation and wedding at several hotels but chose Dreams as it was supposed to be a higher standard and we believed the higher cost would be justified for the memories, to fit the special occasion and for the enjoyment of our guests.

Unfortunately what we actually received was nothing short of a nightmare. The shower area in the Ocean Front Honeymoon Suit was filthy and not in the slightest bit romantic or fitting of the price we paid for the room. We never received any butler service. Our special honeymoon bottle of champagne was requested three times but we never received it, each time being told it was “not available”. Rooms were not ready for our guests upon arrival and they were made to wait for hours on the day before our wedding when there was so much to do. I billed multiple times for the same thing, the final bill increased dramatically and nobody could even tell me what for.My two brothers ended up in the hospital with food poisoning due to either poor food hygiene or food that was not cooked correctly. This resulted in my family not spending what should have been very special time meeting my wife family and what could be the only chance they ever had. I and my wife had to watch as our dreams for a wonderful time surrounded by family and then alone making wonderful memories on our honeymoon slipped away. Realising our time spent at the hotel and together was turning to nothing more than a nightmare. My guests never got to enjoy or use any of the preferred facilities at the hotel as they were either sick, in a hospital or on their own looking after babies as their partners were sick. We had to spend money on food each day at the hospital instead of eating food we had already paid for at the hotel.

It will be between three and six months now until my wife visa application is complete and she will move to London. This is three to six months we will not be together and will not see each other. We knew it would be a difficult time and very hard to say goodbye again after we had just been married. But we should have been at the end of our dream holiday, wedding and honeymoon and should have had millions of wonderful memories to get us through the few difficult months ahead. As it turned out saying goodbye to my wife knowing that we did not have those memories and so much we had hoped for and been looking forward to was gone and our time together was now once again at an end was probably the hardest thing I have ever had to do.

I am shocked, angry and in total disbelief, at the level of cleanliness, service, errors and mistakes we have received from Dreams La Romana. Your hotel destroyed our honeymoon and the times that our families had to spend together. Your lack of food hygiene saw two of our guests hospitalized and your constant errors with accounting were utterly infuriating. Many of the services and compliments that should be given to couples on their honeymoon were never available.

I think that Dreams La Romana should be utterly ashamed of the service it has provided to a couple who chose to have their wedding and honeymoon at the hotel and use it as the venue for our separate families to meet.

To rectify these multiple complaints and grievances I would like the following.

A full and total refund of all the money I spent at Dreams La Romana between the 5th and 19th October 2017. Including all rooms, services, upgrades etc.

A complimentary stay at the hotel for my self and my wife in the Ocean Front Honeymoon Suite, with a new shower area for 14 nights at a time of our choosing.

During the complimentary 14 night stay in the Ocean Front Honeymoon Suite, I would like all of our wedding guests to be given a 7-night complimentary stay in preferred club rooms with full preferred club status.

A full written apology addressed to my self, my wife and all of our guests.

I will not rest until this matter is fully resolved and I will go out of my way to ensure that it is resolved one way or another to my full satisfaction.

Pictures showing the condition of the shower area in the Ocean Front Honeymoon Suit are attached to this email and I have all supporting documents required to prove each and every other part of this complaint.

I look forward to your response within 7 days.

I was celebrating my 50th Birthday (of which I will never have another)I set up the trip for myself, three Sisters and two friends (girls trip) was the trip I decided I wanted to have. I made the choice based on Nov 2016 going to a Now sapphire, and March 2015 a secrets. I thought iwas going to have a ball.
First we arrived May 4th, 2017 after flying all night, at 730 am. The staff told us we could not check in until 2pm. They never offered to have a place for us to put our luggage up and we could eat breakfast. Nothing. Later in the afternoon when we did get into our rooms we didnt have 2 queen sized beds. Three rooms had king sized beds. We are all grown women. This was supposed to be a great all inclusive resort. The food was ok. the french restaurant was a pay restuarant. the CoCo Cafe wasn't open after 8pm. No night life like Now, No club no shows. Staff were rude. not welcoming.
When you go other places and there are daily activities, the staff will talk to you while you are out and about. Example "hey ladies, we are having archery lessons at 2 in the court yard, come join us." Nothing..
This trip embarrassed me, Everyone went on my recommendation. We spent crazy money going off the resort when I chose an all inclusive so we didnt have to leave the resort unless we felt like it. After the second day I just wanted to go home. I want my money back. My 50th birthday was ruined with this trip of disappointments. One night we waited for an hour to eat. On a line for Oceana restuarant and other people were seated after we were finally seated and they were served first. We paid for our trip and that night we all went to bed Hungry. I have been too angry to write this letter. Every time I think about my trip I cry. We complained to the manager. I finall got a bottle of champagne and complimentary french meal. But I never got the pazzazz of my trip . I will always feel like my 50th was bust The beach was terrible and rough. Not at all like the pictures I saw when booking. I feel there was some not accurate advertising there. I booked based on knowing this was supposed to be owned by amresorts, later finding out its nothing like the others. I am very unhappy.

Also there is a smell in the place like it was flooded or repairedafter a fire beautiful grounds, smelly building, rude staff. If your speaking to staff and someone else walks up to them they turn their backs in mid conversation and attend to someone else.