Catalonia Punta Cana - All Inclusive in Punta Cana

On the first night at the game center playing 8-ball pool, we asked a staff member for assistance when a ball got stuck. When she arrived, she said, “oh, two monkeys,” referring to my friend and I, the only dark-skinned people in our group of 5. We immediately told her that comment is unacceptable. She proceeded to justify it saying it was due to the color of our skin. We continued to tell her that’s ****** and she shouldn’t be referring to people like that unprovoked. I took a photo of her in order to report the incident to customer service. They informed us that this same worker has received multiple similar ****** complaints in the past but refused to provide her name when asked. They also said nothing could be done because she works for an “external” company. Even though this situation clearly occurred on the resort’s property, they did not want to take any accountability. The staff was very nonchalant about the ordeal and seemed as though they just didn’t care. I was extremely uncomfortable even walking around the property for the rest of the vacation and left our vacation with a sour taste.

I'd like to share my experience at this hotel, which, unfortunately, was one of the worst I’ve ever had — and I’ve traveled extensively around the world.

Check-In & Reception:
After a long flight, I arrived expecting a smooth check-in process. The queue wasn’t long, but the wait was unnecessarily slow due to the front desk staff struggling with the system. When it was finally my turn, the receptionist was noticeably less courteous than he had been with previous guests. He attempted to upsell me to a higher-tier room for added privileges (which I’ll detail shortly). I had reserved a double bed, but he offered a room with two singles instead. When I declined and reiterated my original request, his demeanor became noticeably more unfriendly. There was no information provided about the hotel layout, amenities, or what my booking included — just a room number and a direction to the bellboy.

When I asked the bellboy where my room was, he offered to take my suitcase. I declined, and in response, he claimed not to know where the room was. Only after some insistence did he vaguely point left. This is not the level of service anyone should expect from a professional establishment.

Room Conditions:
The room was in very poor condition — outdated, musty, and in disrepair. The shower curtain was moldy and clung to the body, the bathtub was dirty, towels were torn, walls showed signs of mold, and tiles were cracked or missing. It did not feel clean or comfortable.

All-Inclusive? Not Quite.
The hotel is divided into tiers: Basic, Privilege, and Exclusive. If you’re in a Basic room (i.e., you don’t pay for an upgrade), you're restricted from using certain beach areas, bars, and pools. VIP guests even receive discounts at on-site shops, making the experience feel quite segregated and unfair.

Housekeeping Issues:
Housekeeping removed used towels but failed to replace them. After a long day of sightseeing, I returned to find no towels in the room. I had to go to reception and wait **two hours** for them to be delivered.

Power Outage:
There was a lengthy power outage during my stay. With no electricity, no air conditioning, and no information from the front desk, it was a very uncomfortable and frustrating experience.

Service & Language Barrier:
There appeared to be a clear preference for Spanish-speaking guests. English-speaking guests were often ignored or treated with indifference. Tipping seemed to be the only way to get basic service. I also witnessed questionable hygiene practices in the dining area — a dropped utensil was picked up off the floor and placed back on a table. It’s not surprising that I experienced stomach issues afterward.

Food Quality:
The food was consistently bland and disappointing. Vegetables were undercooked, and the variety of meat and fish was extremely limited. I’ve never encountered such poor food quality in a resort.

Transportation & Tours:
If you book external taxis or tours, the hotel does not allow the drivers to enter the premises. This means walking around 15 minutes to the main gate to meet your transport. This seems deliberately inconvenient, likely to push guests toward overpriced in-house services.

Final Thoughts:
In summary, if you do not speak Spanish, expect to feel excluded and undervalued. This hotel seems to cater almost exclusively to Spanish-speaking guests. The combination of poor service, substandard accommodations, and a lack of professionalism made for an extremely frustrating stay.