Sunday, December 21, 2008

D.R. pumps up service

A new highway, a new airport, and a slew of new resorts, most sporting a casino. Those are the major developments in the Dominican Republic.

But what impressed me most was the improvement in resort service and the attitude toward guests.

There was no sign, at least in the half-dozen all-inclusives we either stayed in or ate at, of the irritating indifference I noticed on earlier trips to winter sun destinations.

I'm not referring to the slow pace euphemistically described as "manana" or "working on Caribbean time.''

I mean front-desk staff who looked right through you, bartenders whose surly expression improved only with prospect of a tip, and restaurant staff too busy gossiping to notice someone needing a caffeine fix.

The service I experienced this time was generally attentive, often accompanied by cheery greetings and hundred-watt smiles. (I've excluded situations where they might have known I was writing about the place and done the VIP bit).

Maybe the change has to do with the fact tourism is better established, or there's more competition.

In Punta Cana, any of Canada's major tour operators can put you into 20 or more hotels. That puts Punta Cana up there with Cuba's Varadero for sheer volume.

I compared notes on this trip with other travel journalists and a few of the 200 or so travel agents there.

In Punta Cana, many of us stayed at Ocean Blue, which is partly owned by the Montreal-based Transat group.

Ocean Blue received largely favourable comments. The only complaint I heard was a common one -- the distance you might have to walk to reach the lobby, the beach or the buffet restaurants.

That's because Ocean Blue, like most newer all-inclusives, are built on a long, narrow strip that runs back from the beach rather than along it.

Ocean Blue, and neighbouring Ocean Sand, have a shuttle service that's supposed to make the rounds every 15 or 20 minutes, but guests might get better results by phoning and requesting a pickup.

Other Punta Cana resorts favourably mentioned by agents included:

- EdenH, managed by Mike Bryant, a personable Canadian from Belleville. This elegant property opened last January and Bryant estimates Canadians have constituted 60 per cent of his guests so far.

- Grand Palladium, a brand that covers the Bavaro Resort and the adjacent Palace Resort. (In December, a third Grand Palladium, the adult-only Royal Suites Turquesa, is set to join them).

- Paradisus, whose name is on two sister properties, the Punta Cana and the Palma Real. Golf is included in rates at these five-stars.

(If you're interested in what other holidayers have to say about Punta Cana resorts, visit TripAdvisor, a free website loaded with reviews. Right now, the three top-rated ones are Iberostar Bavaro, Excellence Punta Cana and Majestic Colonial).

What an increasing number of all-inclusives have in common is availability of an upgrade which, for a fee, confers a variety of perks on the guest.

Ocean Blue has Privilege Club, Grand Palladium Bavaro has Imperial Club, Paradisus offers Royal Service, and at EdenH there are not only Le Mirage rooms but Le Mirage Concierge ones.

Oh, and that new highway and airport I mentioned at the start?

Details next week.