Review of The Westin Puntacana Resort & Club 4*

My husband and I are currently in the midst of our stay here. When booking we chose the hotel because of its highly rated status online, the no smoking policy, and our prior positive experiences at other Westin/SPG properties. We are halfway through our three-week stay, and unfortunately are not having the experience we’ve paid for. The third night we were here, neighbors were smoking on the balcony adjacent to us and continued to do so throughout the day; we reported it to Guest Services and they moved us to another room. However, we have continued to experience guests smoking on the balconies and throughout the property. We’ve reported it each time. We have also had a theft from our room, and the response from the Concierge and Guest Services has been very disappointing, as have their actions to resolve the matter. We want reassurances that our property is secure, including expensive items that you would not normally put in the safe. While passports, cameras, and cell phones were all kept in the safe, we are concerned for our expensive cosmetics, toiletries and clothing items. Our experience with the overall customer service at this hotel has been lackluster. In the dining areas, requests for simple items are taken as mere suggestions and are often overlooked unless asked for repeatedly. Food orders have been sent back due to lack of care in preparation. In addition, we sent some clothes to the laundry for cleaning and experienced additional carelessness with how our items were treated.