Vacanze San José de las Matas

DO NOT STAY HERE: POOR CUSTOMER SERVICE!! Part 1 The issues began with misinformation between the resort and the member who owned the villa. I was given an incorrect price for the all-inclusive add-on. Even after the member acknowledged providing the wrong price, no meaningful effort was made to honor the quoted rate or provide a reasonable accommodation. Instead, after spending hours in the lobby trying to resolve the issue, I was left with only two options: downgrade my stay or accept a refund and hope another nearby resort had availability. A refund would not have immediately cleared, making it unrealistic to secure alternate accommodations, and the decision had to be made quickly because customer service was about to close. As a result, valuable time was taken away from what was supposed to be a special birthday trip. Throughout the entire check-in process, The receptionist was rude, dismissive, and unprofessional toward my entire party. She repeatedly gave different pricing information, and when multiple people pointed out the inconsistencies, she laughed in our faces rather than attempting to help resolve the situation. Additionally, when my cousin discovered that the only bathroom in the lobby was out of service and politely asked the receptionist if there was another restroom nearby, she completely ignored her. Thankfully, another woman from the concierge team took over and was very professional, empathetic, and genuinely tried to help.

Hotel davvero davvero bello. La struttura è top, la piscina molto bella, le stanze comodissime, buona la colazione

We had a great stay at New Garden Hotel. The location is excellent, close to the beach, restaurants, and shops, and the rooms were clean and comfortable. The continental breakfast was good and satisfying. Everything was fresh, tasty, and enough to keep us satisfied until lunchtime. The reception process was easy and smooth, and the staff was wonderful throughout our stay. Everyone was helpful and welcoming. One thing I especially appreciated was the owner’s understanding. We arrived around 9:00 PM with children after a very stressful travel day, and even though the pool officially closed at 7:00 PM, he kindly allowed the kids to enjoy it for a while. That small gesture meant a lot to us after everything we had been through. Overall, we had a pleasant experience and would definitely stay here again if we return to Sosúa.

Awesome stay!!! Will return in the very near future