allisonh294
Google
We recently stayed at Whala! Boca Chica for 14 nights, booked through Love Holidays, and unfortunately, our experience was overall disappointing and fell short of expectations in multiple areas.||Arrival & Check-In:|We paid extra for a private transfer from Punta Cana Airport, expecting a smooth and efficient journey. Instead, we were met by a driver who did not speak English and made no attempt to communicate throughout the 1.5-hour trip to the hotel. Upon arrival, we were welcomed by Virhelio, who was courteous and helpful, and we were shown to our rooms.||Although we had requested rooms next to our friends at the time of booking, we were placed on different floors (we were on the second floor, with no lift, and they were below us). When we approached reception, we were told by Estefany that moving our friends’ room would not be a problem. However, it took three separate room changes over three days before they were finally relocated next door. There appeared to be no internal communication or proper record-keeping, as the room that had been promised to them was reassigned to two other couples in the interim. Alarmingly, during one of the moves, our friends were given a key to a room that was already occupied—with personal belongings inside—raising serious security concerns.||Room Conditions:|Our own room presented several immediate problems: the balcony doors would not lock, the shower head malfunctioned, and the main door did not secure properly, meaning anyone could have entered. These issues were reported and, after some persistence, we requested to speak with Deputy Manager Angel. While he appeared attentive during the discussion, no follow-up occurred, and the problems were only addressed after we made further complaints. Additionally, the in-room safe was unusable as it had no door, so we understandably declined to pay for it.||Swimming Pool and Surrounding Area:|The main pool was of a good size, which I appreciated as a regular swimmer. However, after the first day, I chose not to swim again due to the cloudy water, which made it difficult to see the bottom of the pool. At no point did we observe any testing of chlorine or chemical levels, although staff were seen applying large quantities of chlorine powder in the evenings, with no apparent monitoring. Guests were frequently allowed to bring drinks and even food into the pool, leading to multiple spillages. On one occasion, cake was seen floating in the water following a birthday celebration.||There were sufficient sunbeds, but very few umbrellas, which made finding shade difficult. The sunbed area was visibly unclean at the beginning of our stay, with wasps present daily. Although sunbeds were jet washed towards the end of our visit, discarded food and cups left behind by guests were often ignored, despite a regular staff presence.||Bar Service:|The bars frequently ran out of Coca-Cola and lemonade, and no diet or sugar-free options were ever available. Many guests were seen bringing large one-litre travel mugs to the bar and having them filled completely, which may have contributed to shortages. Staff rarely intervened or managed this effectively.||Main Restaurant:|We would like to express our appreciation to Ricky, who was always friendly and welcoming. However, the overall dining experience was frustrating. Some staff appeared to deliberately ignore non-Spanish-speaking guests, including ourselves, walking past without acknowledging requests. On a daily basis, we struggled to locate cutlery, plates, bowls, and to receive a drink with our meal.||The food quality and service were also inconsistent. While one chef prepared fresh pasta, the majority of the dishes placed under heat lamps were often lukewarm or cold. Items that ran out were not promptly replenished, and guests were left waiting for extended periods. On one occasion, after waiting over 10 minutes, my husband politely enquired about when a dish would be ready, only to be told to “F* off” in Spanish** by a chef who assumed he wouldn’t understand—utterly unacceptable behaviour.||La Caleta Restaurant:|This à la carte venue offered an escape from the chaotic main dining area. However, even on Italian night, pizza was never available, which was quite puzzling. On one occasion, staff kindly made one especially for us as a starter. Menu variety was limited, often alternating between Italian (minus pizza) and Mexican options.||Alma Restaurant:|Although advertised as available with a 10% discount, this restaurant was closed for the duration of our stay, with no prior notice.||Entertainment:|The entertainment team made no effort to engage with us throughout the stay, only acknowledging us on the final day when a team member was absent. All entertainment was conducted exclusively in Spanish, with no translations or inclusivity for international guests. The only cultural experience offered was one evening of traditional Dominican dance. The rest of the entertainment primarily consisted of dancing competitions focused on provocative performances, which we felt were in poor taste.||Staff Recognition:|We would like to highlight Armado, a friendly and helpful member of the maintenance team, who consistently checked in on us and offered assistance, particularly during the repeated room changes. His genuine kindness was much appreciated and stood out in contrast to the general lack of care from other departments.||⸻||Final Thoughts:|This hotel requires significant improvement in communication, guest service, cleanliness, and overall management. While a few staff members went out of their way to assist us, the majority of our stay was marred by poor organisation, safety issues, and unprofessional behaviour.||At present, we cannot recommend Whala! Boca Chica, and we would encourage prospective guests to consider alternative accommodations until serious improvements are made.||Rating: 2/5|(Primarily for the efforts of individual staff members like Ricky, Virhelio, and Armado—not the facilities or overall guest experience.)
