Ratings based on 996 Verified Reviews
4.0 Room cleanliness
3.9 Service & staff
4.1 Room comfort
3.8 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 1 Jul 2024
Terrible
Comment from Hotel Management
1 Jul 2024 by Zeus Puertas, General Manager, Hotel Management
Dear Mohammed,Thank you for taking the time to review your stay.We are deeply sorry that your stay fell short of expectations. We are committed to providing our guests with the highest quality of service and accommodations, and it is apparent we did not achieve this during your visit. It is important for us to address your concerns, and we encourage you to reach out to us directly to discuss your experience in more detail.We hope that you will allow us the opportunity of providing you with an improved stay in future. Best regards,Zeus Puertas, General Manager
by A verified traveler
Posted 30 Jun 2024
by A verified traveler
Posted 30 Jun 2024
My husband I paid to stay there for 10 days and because we couldn’t afford the VIP package we only got the all inclusive package they would not allow my husband to buy any drink with top shelf liquor when I think of all inclusive I think every thing should be included we will never go back
Comment from Hotel Management
1 Jul 2024 by Zeus Puertas, General Manager, Hotel Management
Dear Heather,Thank you for taking the time to share your review.We are sorry that your stay did not fully meet your expectations. However, we understand your concerns regarding the availability of top shelf liquor within the all-inclusive package. Our aim is to offer a range of options that cater to different preferences and budgets. Nonetheless, we regret any inconvenience this may have caused and appreciate your perspective on this matter.Nonetheless, we hope you had the chance to experience our unique Dreams mattress during your stay, designed exclusively for Senator Hotels & Resorts to provide a restful sleep experience.We hope to be able to welcome you back for an improved stay.Kind regards,Zeus Puertas, General Manager
by A verified traveler
Posted 29 Jun 2024
by A verified traveler
Posted 29 Jun 2024
Food is questionable staff is unorganized
Comment from Hotel Management
1 Jul 2024 by Zeus puertas, General Manager, Hotel Management
Dear Miracle,Thank you for taking the time to share your review.We are delighted that you appreciated the room cleanliness and amenities at our resort, which are designed to provide a comfortable and enjoyable stay for our guests.However, we are sorry that your stay did not fully meet your expectations. We understand that the dining experience is a significant part of the stay, and we strive to provide a variety of quality options to cater to all tastes. We regret that we did not meet your expectations in this area. Regarding the organization of our staff, we are sincerely sorry that the service did not meet your expectations and our habits. We will follow up on this with our team to ensure our guests receive the high standard of service we are known for.Nonetheless, it is wonderful that you recognized the overall condition of our hotel. Our team works diligently to maintain a clean, comfortable, and welcoming environment for all our valued guests. We are also pleased that the room amenities contributed positively to your stay, enhancing your experience at Senator Puerto Plata Spa Resort.We hope to be able to welcome you back for an improved stay.Kind regards,Zeus puertas, General Manager
by A verified traveler
Posted 29 Jun 2024
Exceptional customer service.
Comment from Hotel Management
1 Jul 2024 by Zeus Puertas, General Manager., Hotel Management
Dear Ardis,Thank you for such a positive review.We are delighted to hear that we met your expectations; this positive feedback inspires us to continue upholding our high standards.It would be our pleasure to have you return on another occasion.Very best wishes,Zeus Puertas, General Manager.
by A verified traveler
Posted 27 Jun 2024
The rooms leave a lot to be desired.
They need to clean the pools much more often. It’s not that you are swinging in the trash, but cups, leaves, and other debris are visible.
The staff was hit or miss! Some were very courteous and helpful, and others hated to be there.
Comment from Hotel Management
28 Jun 2024 by Zeus Puertas, General Manager, Hotel Management
Dear Guest,Thank you for taking the time to share your feedback.We are pleased that the amenities in our rooms met your expectations, providing a comfortable and well-equipped space for your stay.However, we apologize for any aspects of your stay that did not fully meet your expectations. We take pride in maintaining our facilities to the highest standards and your comments have been noted to ensure our pools remain pristine and inviting. We understand the importance of a dedicated team to enhance the guest experience and we regret to hear that you encountered inconsistency in service. Our team is usually known for their attentive and friendly demeanor, and we will be addressing your feedback directly with them.Nonetheless, we hope you had the chance to experience our unique Dreams mattress during your stay, crafted exclusively for Senator Hotels & Resorts for a restful sleep.We hope we can welcome you back in the future.Kind regards,Zeus Puertas, General Manager
by A verified traveler
Posted 26 Jun 2024
Concierge was great through out the stay. We attended the membership meeting and everyone was very kind. However, the mgr of Quality & Control I found to be quite rude as I did not want to purchase anything in that moment. The "timeshare" type membership makes sense however I am not one to jump into anything. I take time to think and make a decision and he simply was rude about it. Also would have more than 1 garbage bin in the room.
Comment from Hotel Management
28 Jun 2024 by Zeus Puertas, General Manager, Hotel Management
Dear Mary, We would like to thank you for this review about your recent experience in our hotel.We are thrilled to hear that your overall stay at Senator Puerto Plata Spa Resort was enjoyable and met your expectations.We are delighted that you found our concierge service exceptional and that the membership meeting was conducted with kindness. The high standard of our room cleanliness and the condition of our hotel are aspects we take great pride in, and it is wonderful that these contributed positively to your stay.However, we regret to hear that you felt the interaction with our Quality & Control manager was not as courteous as it should have been. We also acknowledge your suggestion regarding the provision of additional garbage bins in the rooms. Your comfort and satisfaction are of the utmost importance to us, and we truly value your input on these matters. Finally, we are sorry if our team's approach during the membership presentation made you feel pressured; our team is typically known for their professionalism and we will certainly address this feedback internally.Nonetheless, we hope you were able to take advantage of the impeccable service that our team strives to provide. We are committed to ensuring that all our guests receive respectful and attentive service throughout their stay.We hope to have the opportunity to welcome you back in the future for a more enjoyable stay.Best wishes,We hope to welcome you back. Best wishes,Zeus Puertas, General Manager
by A verified traveler
Posted 26 Jun 2024
I was charge room service for no reason at all
Comment from Hotel Management
28 Jun 2024 by Zeus Puertas, General Manager, Hotel Management
Dear Julio, Thank you for taking the time to review your stay.We are pleased that you found our service to be satisfactory, as we strive to provide exceptional service to all of our guests. However, we are sorry that your stay did not fully meet your expectations. We understand that any unexpected charge can be a cause for concern, and we aim to ensure transparent and accurate billing for all our guests. Regarding the cleanliness and condition of our hotel, we take great pride in maintaining our facilities to the highest standards, and we lament to hear that this was not reflected during your visit. At the end of your stay, we regret any oversights and take your feedback seriously as it helps us to improve. Our team is usually very professional, and we will address this matter internally. Nonetheless, we hope you had the chance to experience our unique Dreams mattress during your stay! These exclusive mattresses are specially designed by Senator Hotels & Resorts and Pikolin for a unique and restful rest, ensuring the best sleep quality for our guests.Zeus Puertas, General Manager
by A verified traveler
Posted 25 Jun 2024
Soap dispensers in the shower that where empty,poor internet signal in the room, had to wait a few days to get into one of there restaurants and when I finally got to the restaurant which was a steak house I ask for a medium, not well done and it came within a minute but warm, as if it was cooked and hour a go and laid. And last they want you to be come a member to have certain drinks
Comment from Hotel Management
28 Jun 2024 by Zeus Puertas, General Manager, Hotel Management
Dear Don, Thank you for taking the time to review your stay.We apologize that certain parts of your stay fell short of your expectations. We understand how important it is to have a reliable internet connection, and we are committed to providing this service to all our guests. Additionally, we strive to ensure that our amenities such as soap dispensers are always fully stocked for your convenience. Regarding dining experiences, we aim to offer a variety of gourmet options and timely seating at our restaurants. We regret to hear about your waiting time and the steak not meeting your expectations for temperature and freshness. Moreover, we understand that access to all our beverage selections is an important aspect of an enjoyable stay, and we apologize for any inconvenience the membership requirements may have caused you. Finally, we regret that the service did not align with the high standards we set for guest satisfaction. Our team is typically very professional, and we will address this matter internally.Nonetheless, we hope you had the chance to experience our unique Senator Presidential Suite Private Pool during your stay!We are looking forward to welcoming you again. All the best!Zeus Puertas, General Manager
