Damian Rodrigo Olivera Bergallo

Review of Eden Roc at Cap Cana - Relais ...

I ve been traveling all over the world since I tra...

I ve been traveling all over the world since I traveled by myself for the first time when I was 14 years old, I ve stayed at motels, hostels, hotels from 1 to 5 stars, and in all this years I have never had a worst hotel experience than the one I had at this luxury resort in the last 5 days. Since the moment I checked in they continuously gave me the worst customer service, the 20 times in 5 days that we ordered food at the beach, or at service room, they took more than 1 hour to bring the food and every single time they had the wrong order, how can you bring the wrong order every single time? The same with the drinks, every single time. If we ordered 2 drinks, they brin only one, if we ordered 1 drink they would bring 3, every single time. The craziest thing is that we had butlers, they were never there, they gave us a Butler phone to contact our Butler, I think I tried to call at least 6 times every day and they would never answer we didn t know where they were, I called the front desk the answer was we can t find your Butler ... we asked them to have towels every morning by the pool so our kids could enjoy the day, they couldn t deliver that not even one day. We decided to come here to celebrate my birthday, the first I m 5 years that I can spend with all my kids and they ruined it. They promised me that an international chef would come to cook for us and they came to our villa 20 minutes before they serve us (they literally told me when they got there that the food was precooked and they would heat it up in the grill) the meat was dry and over cooked, the lobster was undercooked and the worst part was when they play the happy birthday song while my family was singing and they brought a cake without the candles! I asked why it didn t have candles and they realized the big mistake and answer me we are just showing you the cake , really?? So you are showing me the cake while my family is singing the happy birthday, that was enough I asked everyone to leave my villa and just let me be with my family because the service was so awful that everyone was getting upset, I just went to the bathroom grab some candles from the hot tub, put them over the cake and done, problem solve. The lack of common sense from these people is terrible. That night I called the manager and the director and after I explained everything that was going on they promised me to fix it.. nothing was fixed, same problems next day, no one came to clean, no brought towels, all te food we ordered was wrong, I couldn t find the butlers, they wouldn t answer the phone, the phone they gave me continuously ring at weird times with women calling and asking for the butlers or texting baby text me when you have a minute completely inappropriate.. they came to pick me and my family up for a excursion that we didn t book!! (So there was another family that booked an excursion and they were waiting to be picked up?!!!). one morning I couldn t find my 10 years old school book and we search all over the house for 3 hours because we needed to do homework just to find out that the Butler took it! Why would you need to took my daughter s school book? Unreal.. for 5 days I thought I was in the twilight zone where no one had common sense, it s the first time in one of my trips that I couldn t wait to leave the hotel. My kids where upset every single day, they came with promises and disappeared, they came after all the issues and promised my kids that they would bring inflatables and toys for the pool, two days after we are still waiting for them to bring the toys they promised my kids.. my birthday dinner? $1500.. $1500!!!?But hold on, they didn t charge it at the end because they know they did wrong... and more and more problems until we left the hotel that I can t even describe because I m so upset just writing this.. $20k for 5 nights of non existing luxury in the worst service hotel I have ever been. Terrible. I found an envelope in my table when I was leaving an apologies letter I thought..no, the bill..