Ratings based on 1,054 Verified Reviews

4.3 out of 5
83% of guests recommend
4.3 Room cleanliness
4.4 Service & staff
4.3 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from New York

Nice place on the beach

Posted Mar 22, 2017
Pros: Nice restaurants
Cons: Increase the number of umbrellas on the beach
The stay was nice and relaxing, the staff friendly. A drawback is the small number of umbrellas on the beach, so that the few spots with umbrellas were swiftly gone as early as 8am.
Comment from Hotel Management
Mar 22, 2017 by Jennifer Velasquez / Assistant Manager, Hotel Management
Dear Peter, Thank you for sharing your feedback through this mean. Your comments are truly valuable for us, as this allow us to improve our service levels and product. We are glad to know in general you had a pleasant stay and enjoyed our restaurants. We sincerely hope we can have the honor of being your hopes in not too distant future. Kind Regards,
3 out of 5
by A verified traveler from NH

A grossly mismanaged hotel

Posted Mar 11, 2017
Pros: Since the above would not allow more comments I will continue here . The spa would not answer the phone to book until the third call. On arrival mens
Cons: Locker room had no towels except the dirty ones strewn all over the floor and seats. The appointment time was fifteen minutes late, the hot tub area w
Location: It seems you are really not interested in my completing this critique in that your site keeps blocking further entry. ..hot tub area also strewn with
We arrived to be as signed a villa but not ocean front as booked. The manager came over and agreed he overbooked and would move us to an upgraded king and queen(1 down from their best accommodation) ocean front the next day. On arrival to a very spacious accommodation over the water we found the toilet seat held on by one bolt, the shower head about to fall off the wall, the bed night lights not working, two electrical outlets not functioning,the second bathroom sink plugged and the huge sundeck flooring totally scarred with a peeling floor covering. After two days we called to ask if they had night turn down service with a positive response. Third night they came and did just that, turn down the bed and left the bathrooms with all the dirty towels, amenities unreplaced, and the waste baskets untouched. Another call to room service that turn down was inadequate resulted in the addition of chocolates on the bed...the dirty towels on the bath floor still there , the empty soap, shampoo and conditioner containers still on the sinks and the coffee capsules not refilled. The many dinning facities were well staffed with helpful personnel but the food in every one except the beach bar with good burgers and dogs had less than acceptable quality food.at the beach and pool no personnel helped with chairs or umbrellas or towels . You had to get your own towels, raise your umbrella and set up your own chair. They did have adequate service personnel for drinks and food service. trying to
Comment from Hotel Management
Mar 13, 2017 by Jennifer Velasquez / Assistant Manager, Hotel Management
Dear Irwin, We regret to learn that your experience was far from pleasant. Please be certain that this situation does not meet the usual standards from our resort and brand and we will take the proper measures to prevent re-occurrences like this in the future. Kind Regards,
1 out of 5
by A verified traveler from North Carolina

Very disappointed

Posted Mar 11, 2017
Pros: Nothing
Cons: Everything
Location: Golf course was nice
We stayed at Cap Cana Sanctuary using Expedia's advice that this was a nice place. It was not anything like you advertised. Our room's door was broken where someone had tried to get in. The hotel smelled like terrible incense. Our actual room smelled like a sewer. Could not wait to get out of this place. I would recommend not telling anyone this place was great.
Comment from Hotel Management
Mar 13, 2017 by Jennifer Velasquez / Assistant Manager, Hotel Management
Dear Niomi, We apologize for not meeting your expectations during your recent gateway. There seems to have been a number of deficiencies encountered which are very atypical and not reflective of our brand experience; if this stay was marred by irregular circumstances, we can only renew our apologies and assure you that we have in the meantime briefed the team at great length of your comments. Kind Regards,
5 out of 5
Recommended
for Everyone
by A verified traveler from Kalamazoo

A slice of paradise

Posted Mar 6, 2017
Pros: The staff is outstanding. The property is small enough to walk but not so small that people are on top of each other.
Cons: The air conditioner in our room was a bit loud but ended up being our white noise.
This was my first visit to Sanctuary Cap Cana. I am leary of all inclusive hotels because if the resort is sub par, there goes the vacation. Thankfully Sanctuary exceeded my expectations. The property is beautiful, quaint, and relaxing. I never had to worry about waiting in line or stressing about where to eat or what to do. There were plenty of high quality options. The best part of my vacation was meeting so many other guests. Since the property is small, it was intimate, and I ran into many of the same people. The restaurants were very good as were the activities. In my opinion, the highlight of this hotel is the staff. Everyone is very friendly. They remember what you like and are willing to go above and beyond. JZ is fantastic! I will definitely return in the future.
Comment from Hotel Management
Mar 6, 2017 by Jennifer Velasquez / Assistant Manager, Hotel Management
Dear Holly, Many thanks for taking the time to leave your kind words and observations following your recent stay with us at Sanctuary Cap Cana. I was delighted that you’ve enjoyed all the details we take pride in offering our guests. As are our regular practice, we’ve been happy to share your lovely remarks to our team who take so much pride in ensuring that all of our guests only receive the very best in service. We look forward to have the pleasure of having you back home in the near future. Kind Regards,
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Mar 2, 2017
Overall resort was great - nice pools - great food - but actual rooms were musty and lacking in comfort -
Comment from Hotel Management
Mar 3, 2017 by Jennifer Velasquez / Assistant Manager, Hotel Management
Thank you for taking the time to write a review about your stay in our resort. We value your detailed suggestions as our guest’s feedback is truly important for us and we will consciously revise all of your remarks. Kind Regards,
5 out of 5
Recommended
for Everyone
by A verified traveler from Ocala, FL

Great place right on a private ocean beach.

Posted Feb 28, 2017
Staff was very accommodating, friendly and fun! Some of the restaurants are closed one day so read the schedule. Food was excellent in all! Lots of options. Rooms were extremely clean! Rooms in Castle and Villa come with a 24 hour butler! Staff here really go out of their way to make sure you enjoy your stay. Stayed in the Villa with its own pool. Gorgeous set up! Felt totally safe at night! Villa is a great setup for 2 couples traveling together. Highly recommend it. Separate baths and a quest bath! Each half very private.
Comment from Hotel Management
Mar 3, 2017 by Jennifer Velasquez / Assistant Manager, Hotel Management
Dear Frank, We are very happy to learn that your stay was a most pleasant one, and that you were highly satisfied with our service. We have strived to deliver the most memorable experience to our valued guest. We highly appreciate your gracious comments here and have shared it with our team. We look forward to your next visit!`
5 out of 5
Recommended
for Everyone
by A verified traveler from Iowa

Beautiful resort, excellent service

Posted Feb 22, 2017
All I can say is wow! The staff was willing to bend over backwards to make our stay memorable. White sandy beach, 3 quiet pools and 1"party" pool. The steakhouse, Italian and Wok was excellent. Buffet was so-so. Excellent service around pools and the beach. We have been to a number of resorts and this rates in top five. Definitely going back.
Comment from Hotel Management
Mar 3, 2017 by Jennifer Velasquez / Assistant Manager, Hotel Management
Dear Dottie, Thank you for sharing your experience! It's our most pleasure to learn that your stay was a wonderful one while you were impressed with our service and facilities. We appreciate your gracious comments as it shows our consistency in maintain the AlSol Resorts brand standards. Your feedback has been shared to the team as a motivation to keep up our work. Kind Regards,
4 out of 5
Recommended
for Everyone
by A verified traveler from Cincinnati, Ohio

Nice week long getaway.

Posted Feb 20, 2017
Pros: Nice location, beautiful beach
Intimate - not too many people. Furniture in room was uncomfortable but pretty. Great service. Good restaurant choices. Disappointed that tips were expected - my prior experience with all inclusive is that tips are not expected, even discouraged. I would have also appreciated free wifi given the price we paid. Excursion that we took was great - Sunshine cruises.
Comment from Hotel Management
Feb 20, 2017 by Jennifer Velasquez / Assistant Manager, Hotel Management
Dear Terri, Thank you for sharing your feedback through this mean. Your comments are truly valuable for us, as this allow us to improve our service levels and product. I'm glad to know in general you had a pleasant stay. We look forward to your next visit!
5 out of 5
Recommended
for Couples
by A verified traveler from Rochester, MI

Absolutely beautiful

Posted Feb 15, 2017
Pros: The outstanding staff. They went above and beyond every day.
Cons: There were a couple of days when hot water in the shower was not available.
Location: We never left the resort. As an all-inclusive, we never felt the need to go anywhere else.
Our stay at The Castle was wonderful. From the time we arrived til the sad day that we left, the staff was friendly, helpful, and just fabulous. They went above and beyond every day. The rooms were beautiful, comfortable and clean. The beach was gorgeous. Even though resort was at full capacity, you would never know it. It was not crowded, there was no waiting to be seated at the restaurants. It was the perfect place to relax, unwind and renew. We can't wait to go back. Rebecca at the front desk, Immanuel the butler, the lovely hostesses Ginette and Conan, Naurys our favorite waiter, and Nathanael who was always there for us when we needed a ride, made the trip extra special.
Comment from Hotel Management
Feb 17, 2017 by Jennifer Velasquez / Assistant Manager, Hotel Management
Dear Cathy , Thank you very much for highlighting every aspect of our Resort and for sharing your experience. It is an honor to know how much our hard work and effort manage to make your holidays memorable and unique. Please know that our goal is to provide you at all times an outstanding service, being very attentive towards your needs and achieve in accomplish them. Know that the staff members you have mentioned will surely receive the kind words you expressed about how the excellent service they provided to you did exceed your expectations, allow me to let you know that they will be recognized for making your stay a truly Sanctuary experience. I hope to welcome you once again in another getaway and create many more unique and special memories. Kind Regards,
2 out of 5
Recommended
for Couples
by A verified traveler from Washington, DC

Great staff and location, but...

Posted Feb 15, 2017
Pros: The location, the entertainment staff, the beach, the proximity to the airport.
Cons: The food, insect control, the butler service.
Location: The resort was inclusive.
Upon our arrival, two folks in our party were put in a room other than the one they reserved. It took about an hour to get that fixed, and then we were underway. When I initially made the reservation, I call to ensure that our place was ocean front, because if not I was willing to change the room type in order to have an ocean front room. I was assured that all of the rooms in the class I reserved had a view of the ocean. As such, we decided to roll the dice, only to learn that you would have to cut down a LOT of palm trees in order to see the ocean. The room was spacious and well-equipped, but there were some "mystery areas" in the bathroom that I chose to ignore. When I went to the front desk to try and move rooms for a better view, I was told that the hotel was fully booked but there were a couple of rooms available in the future for an upcharge of $300+ per night. we decided not to because it is a pain to move once you are in, but it would have taken very little to comp up the room. The staff did try, and comped us late checkout. The food was just meh. And kinda gross at the buffet because of the flies that would land on your food if you did not continually fan them away. A couple of fans would have taken care of that. The entertainment staff and bartenders were terrific! They kept things festive and upbeat and made us smile a lot. Don't bother thinking that a room that includes a butler offers anything but a guy who forgets about you until he wants a handout.
Comment from Hotel Management
Feb 20, 2017 by Jennifer Velasquez / Assistant Manager, Hotel Management
Dear Lynn, I appreciate your candid comments and hope hope in general you had a pleasant stay. We pay close attention to our client’s comments because your satisfaction is important to us. We will take in consideration your comments so we can make our hotel more enjoyable for our guest. If you would be so kind to let us know when planning your next visit we will be sure to look after the details mentioned. I'm looking to see you in the near future to create more memorable experience. Best Regards,