Eden Roc Cap Cana

This hotel is definitely not a 5-star property, despite the prices they charge. The entire place feels outdated and badly in need of renovation. For what you pay, the value is extremely poor. Their social media manager deserves credit though — the Instagram account makes the hotel look far better than it actually is. In reality, the experience is completely different. The rooms are old and damp. When it rains, water literally comes through the windows. The wardrobes look like they were built from the cheapest possible materials. During our stay we even had a water damage incident in our room that caused several of our clothes to become discolored and ruined. We submitted receipts and contacted the hotel multiple times. Five months after our trip we still haven’t received an apology or any reimbursement for the damaged clothing. That is simply unacceptable for a hotel claiming to be 5-star. The staff is friendly, but clearly not trained to deliver 5-star service. Overall: massively overpriced, poorly maintained, and very disappointing. Stay away.

I would go again if it were free. Jokes aside - just don't go. Not worth it for the price. I've been to places 1/5 of the price that had service at least 2-3x better. Beautiful location but I would speculate that ownership is either not involved or focused on other projects. Whatever management they've left in place has no grip on the employees. Your level of service will vary minute to minute depending on which employee you're dealing with and what kind of mood they are in at the moment. There is little attempt to maintain an illusion of cohesion. You would have trouble pointing out the hierarchy here. Never did I see employees even act like someone was watching, or that they were held accountable at all. Expect to see 3 people standing idle for every 1 person performing actual work. Most of the employees appear to want to do as little as possible just to get through the day. Expect to see employees socializing/hanging out while you're missing a fork, your glasses are empty, you want a towel, or the check, or another round of drinks. Expect to repeat yourself. Expect for other people's drinks and orders, and even checks to hit your table. Expect to get the wrong food to the table. Expect for people to walk past you multiple times and avoid eye contact or acknowledgment... and then expect to see his/her back as they with 2-3 other idle employees. In general, expect to have to be aggressive, flag people down and do the work of management yourself. If you have a complaint, don't even bother... they won't care to make amends... you're just another annoying patron that spends $x,xxx per day to be on a tropical island, but just can't be pleased. You will not be viewed as someone with reasonable qualms that should be heard by management and used to improve the customer experience - you'll just get 'So sorry, so sorry'. If you want anything more than that, they're not going to be proactive. You'll have to fight for it. Which no one wants to do on vacation... Not only are many opportunities for revenue completely missed by the employees not being proactive, but they are missing opportunities to enrich themselves through tips. I understand not caring about the organization as a whole... but they are losing money on a personal level as well. Maybe I didn't wear enough designer... or flash a nice watch? I don't know. The lack of truly standout employees is so apparent, that when you encounter someone that actually does a good job, you are super thankful. I feel bad for the people here that actually care... because they will either have to find a job elsewhere or yield to the culture of doing the bare minimum. Food ranges from OK to good. Some dishes leaning towards great. But mostly 6.5/10 Room cleaning is 3/5 at best. Check under beds/couches The place needs a manager with a stern hand and expectations - one that understands the clientele - to come in and clean up shop and give people the service they expect. Service is far from luxury. Place is overpriced and wouldn't be surprised if it changes ownership or is forced to reduce prices/layoff staff within next 5 yrs. We still enjoyed our vacation because "what are you gonna do?". I'm not going to be mad the whole time. But if you want a good time here, just don't notice too much - don't be observant and don't have expectations.

We traveled from New York for a short vacation and booked a stay at what is presented as a five-star resort, reserving a One Bedroom Beachfront Suite at approximately $3,000 per night. Based on the official description, including “stunning beachfront terraces or balconies – the ambiance exudes an exclusive beachfront experience,” we expected a true direct beachfront view. Upon arrival, it became clear that the room was not truly beachfront. There is only a distant partial view of the ocean, while a front building and surrounding structures significantly block a direct, close view of the beach. The photos attached to this review accurately reflect the real view from the room. We immediately raised the concern. A manager, Julianne, visited the room, acknowledged that the view did not match the beachfront expectation, and explained that the resort was fully sold out, so no alternative room could be offered. After review, we were offered a $500 hotel credit, which does not reasonably reflect the very high nightly rate paid for a room marketed as beachfront. It is also important for future guests to understand the layout of the property. The resort includes villas, true beachfront rooms, and a small number of bungalows. While many rooms do offer beautiful views, some rooms—like the one we received—have significantly obstructed views that do not align with a beachfront category. At this price level, this distinction should be clear and transparent at the time of booking. At a genuine five-star resort, accuracy in room classification and meaningful service recovery are expected. Unfortunately, both the room representation and the handling of this situation fell short of five-star standards. Based on this experience, I would not return and cannot recommend this resort at this pricing level. The overall response reflected poor customer service and resulted in a one-star experience within what is marketed as a five-star property.

Truly, one of the great luxury hotels. Fantastic beach club. Three great restaurants. Interesting laid out campus that service is at the core of everything they do. The staff is extremely well trained, and everyone there has an eye for how to make the experience better. I really want to give a shout out to our Butler for the week Absar. He alone elevator experience to make it five stars from coordinating the check-in and making sure we had everything for our toddler that we traveled with. He was an absolute star. I also really liked Juan Pablo at the beach bar. He was personable and knowledgeable. We had a villa room and really like to set up for a family.

We had a wonderful stay at Eden Roc Cap Cana. The service really stood out and was consistently attentive without feeling overbearing. Everyone genuinely seemed to care about making our stay special. The food exceeded our expectations. The quality ranged from above average to excellent across the resort, with great presentation and variety. We found ourselves looking forward to meals rather than treating them as an afterthought, which says a lot at a resort. The property itself is beautiful, with stunning views that make it easy to relax and disconnect. Whether by the beach, the pool, or just walking the grounds, everything feels peaceful and well designed. Overall, Eden Roc Cap Cana delivered a high end, comfortable experience with great service, strong food, and a truly scenic setting. We would absolutely return.