Four Points by Sheraton Puntacana Village — Hotel in Higüey

I recently had the unfortunate experience of staying at the Four Points Sheraton Punta Cana hotel (04-29-24 to 05-04-24). I am deeply disheartened to recount my extremely unsatisfactory customer service encounter with Mr. Luis M. and Mr. Marlone (Reception Desk), who displayed a lack of professionalism, failed to provide accurate information, and showed disregard for my concerns. ||As a dedicated traveler and a Lifetime Platinum Marriott member, I had high expectations of the service that has consistently made Marriott my preferred brand for personal and business travel over the past 20 years. However, the service I received at the Four Points Sheraton Punta Cana from Mr. Luis M. and Mr. Marlone was a stark contrast to the exceptional service I have come to expect from Marriott. |The Four Point Sheraton Punta Cana services from Mr. Luis and M. Marlone, regrettably, fell far short of honoring the Marriott brand, its renowned customer service, its superior room bedding and amenities, among many other qualities that have established Marriott as a top global brand. ||We received below-quality standards from the moment we arrived at the hotel on Monday evening. We arrived with six bags for three adults, planning to spend a whole week. The hotel staff standing in front of the property did not offer assistance with the luggage until we asked him for a Cart, how to enter the hotel, and if he could assist. Communication was not the issue as I speak the native language. This lack of assistance was particularly disappointing considering the size of our party and the length of our stay. ||Next, at the reception desk, we spoke with Mr. Luis M. After asking for information about the different types of rooms, he stated (three times) that all rooms were the same. Mr. Luis also failed to acknowledge my Lifetime Platinum status. After I advised him of what that status meant, Mr. Luis responded, "You have to choose between the welcome gift or breakfast." ||The next morning, I went to the reception desk because my keys were not working. I spoke with Mr. Marlone, who reactivated the key. I asked him about other types of rooms because ours was dated. Mr. Marlone stated all rooms were the same. I had to tell him and show him on my mobile app, that they offer suites and ours was not one. Only then did he reply that “yes, they only have one suite in the hotel, which is always booked.” This inconsistency in the information provided was a source of frustration and confusion. ||The night before our departure, I had to go to the reception desk to ask for Ice because our room did not have a small fridge (in a Marriott Hotel in the Caribbean). Mr. Marlone told me there was no Ice on the hotel floors, except in the bar, which was closed. He did not offer any solution to the Ice request. This lack of basic amenities in the room was a significant inconvenience during our stay. A second hotel staff overheard the conversation and asked me to follow him about 15 steps to give me Ice from the bar that was closed. All it took was 15 steps to assist a hotel guest. |We decided to stay in the hotel because of the amazing services provided by the restaurant team and our housekeeper, Mrs. Maria Elena. Thank you for saving from a complete nightmare. ||Whether it was a lack of training, poor people skills, or pure disregard for customer service, Mr. Luis and Mr. Marlone could benefit from additional training and a reassessment of their future in the hospitality business. I believe that with the right guidance and support, they can improve their service and contribute positively to the...

This is the second time we have stayed at this hotel. We previously stayed here in February 2013, when the hotel had recently opened. As I travel frequently for work, I try to stay at Starwood hotels whenever possible, not only for the points, but also because they are consistently a great hotel brand. We spent half our vacation here and half at another resort. From the very beginning with Julia helping during check-in, the experience was extremely pleasant! I was able to get into my room early, as everything was ready and my flight had gotten in early. The hotel is located about 5 minutes from the Punta Cana Airport (PUJ). Despite its proximity, you don't hear the planes at all. The hotel has a free shuttle that runs until 11pm, so you don't have to worry about getting a taxi. At the airport, there is a telephone that is clearly marked "Four Points" that will dial directly to the front desk, so you can let them know that you have arrived. There is a separate shuttle that takes you to Playa Blanca, a golf course, the new Westin resort (another Starwood property that is beachfront), as well as several other locations. (This shuttle is different to the airport shuttle.) We only went to the beach this time. The shuttle runs about once an hour; the schedule is available at the front desk. It would be nice if the front desk had copies of this schedule for the guests to take, especially for when they want to know when the shuttle will be passing for pick up. The room that we had was #223. It is relatively close to the elevator and the ice machine but we didn't hear them. It seemed much quieter than last time. In my previous review of the hotel, the most bothersome aspect was that at night, we heard doors closing and people walking. I don't know if they did anything to improve this, but we thought it had improved! We found this to be incredible, as there were definitely more people staying at the hotel this time, to include many families with small children. A bit more about the room. There is no tub, just a standalone shower. No big deal for us, but something to keep in mind if you have small children and are used to bathing them in a tub. Again, the beds are really the big hit! All of the beds in Starwood hotels are spectacular, and this hotel is no exception. Two things we didn't like about the room. There was no minifridge to keep any food/water in. Also, you only get two bottles of complimentary water/day. As we traveled in August 2014, and the weather is very hot and humid, it would be great to have some more water to keep us cool. There is a small, but functional, gym on the property, as well as a pool. The gym equipment is pretty good, but basic. There is no full body machine, but rather an elliptical, a treadmill, some bikes and free weights. The pool is only four feet (1.2m) deep and there are some nice chairs for lounging. Be aware that the towels they have by the pool are small; we ended up taking our towels from the room. We had wi-fi and breakfast included in our stay. The breakfast improved from our last visit, and we were both happy to see some traditional Latin American foods -- since we are both from South America -- as opposed to just a typical continental breakfast. A special thanks to Juan, Argenis, Leiny, and the young boy (el muchacho pelirrojo cuyo nombre no sabemos) who were all very helpful and courteous during breakfast! We can't wait to return on our next visit...

First time in Punta Cana and was not sure where to stay. I wanted to stay at a resort originally but I saw that the four points (which I’m typically not a fan of) had really great reviews and it offered a free airport shuttle service, and it also offered a free beach shuttle service and that’s what sold me into booking with them and I’m glad I did. All of the employees where friendly and extremely professional, the front desk young lady with the cute blue nails, the bartender, the breakfast staff, the shuttle drivers, I was just very impressed by their service. The rooms are modern and they are nice and clean. I really loved that they actually served a breakfast, a breakfast buffet to be exact. Coming from the US, you don’t get that experience at hotel breakfast unfortunately. It’s typically a muffin and a sugary drink, it’s a complete joke, some places are good enough to at least give you one hot breakfast item but here at this hotel it’s an actual buffet! You can even request to get an omelette if you like (I didn’t but I saw some people in line who did) . The buffet arranges from fruits, yogurt, cheeses, cold cuts, eggs, breakfast sausage, sometime bacon, hot dog links, mangu (not sure if I spelled that right) cassava, pastries etc. There’s a gentleman that passes around and serves you coffee/water or whatever you’d like. As to the beach shuttle, as of currently the beach it would take you at is apparently closed but they do still take you to the Westin resort, where you have access to their pool and private beach which I highly recommend, crystal clear water. There’s a bar you can order drinks off of, my only issue is that unfortunately the shuttle that takes you and back has a set schedule, they pick you up at 11am at 4points and by 3:05pm you get picked up again at Westin to return to 4points, it was still nice don’t get me wrong but I wish they would extend the time to getting picked up at 5, so we could really enjoy the time, but that’s just my opinion. The shuttle service and the driver, Nelson was extremely friendly and welcoming. He advised me to go to the ecological site, with the lagoons( which as a 4points guest it’s free for entrance as opposed to paying the $50 entrance fee) all you do is say where you stay and room number. It was definitely worth to go check out super beautiful. For anyone looking for an affordable place to stay with cleanliness and good service, def check out this 4 points location...