Dominican Customer Service.

[NanSanPedro]

We've had a couple threads on this subject. I've defended the DR customer service because I'm fairly happy with what I've seen. However, this case below is not exactly making me jump up and down for joy.

Backstory: I went online and reserved a room at the Villas CODEVI in Dajabon for 5 nights for 3 peeps. For those of you who remember, it's Tiblan and his bro. So everything went well and I copied the following from their website. Personal stuff deleted.

your Reservation
Confirmation Number:
xxxxxxx #967920301
Dates of Stay:
May 1, 2025 - May 6, 2025
Double Premium - 1 room$ 485.00
5 nights 3 adults
Subtotal $ 485.00
Total $ 485.00
Included in the Rate
Taxes $ 73.98
Cancellation Policy:
You may cancel your reservation without penalty 1 day prior to your date of arrival at the hotel, that means 24hrs prior your stay.
See Terms & Conditions and Privacy Policy
Guest Information:

However, I didn't get a confirmation email or text so after a week or so I thought I would confirm with them directly on WhatsApp. This is what happened.

ME: Hola. Hice una reserva en su sitio web, pero aún no he recibido su número de confirmación.
¿Podrían informarme si tienen mi reserva para el 1 de mayo, de 5 noches con 3 adultos?
Estaría a nombre de xaxxaa.

Tiene una reserva del 1 al 5 de mayo en una habitación premium para 2 personas.

ME: No. 3 personas por $485USD

El sitio web no realiza cobros. Para aclarar.
Si son 3 personas, puede decirme si va a querer otra habitación de esas mismas o de otro tipo para
la persona faltante. Y sin problema le hacemos la reserva dependiendo de la disponibilidad.

ME: ok, tengo 3 personas si y quiero 1 habitacion solo

Quiere una habitación para cada persona?
es decir todos por separado.

ME: no, quiero 1 habitacion. con 2 camas. Su sitio web decía 1 habitación doble premium por $485

Okay, perfecto. Le realizare una nueva reserva con estos detalles.

ME: Perfecto

Disculpe, son 5 o 3 noches? Tenemos la habitación doble premium pero solo esta disponible por 3 noches.
En este caso le recomendamos que escoja 2 habitaciones premium para poder tener su estadia completa.

ME: 5 noches

Pues en ese caso no estaría disponible

ME: cuantos por 2 habitacones?

Por 2 habitaciones premium por 5 noches serian 970 dólares

ME: Su sitio web dice que 2 habitaciones individuales cuestan $3500 pesos por noche.
5x2x3500 = 35000 pesos. 35000/59 = $593USD. quiero 2 single habitaciones por el $593 USD.

So to keep this from getting any longer, I ended up with 2 rooms for a total of 45k pesos. I have no clue why they couldn't understand what I wanted and why they didn't honor what their website said.

I will followup on this when I get back to see how it actually goes. The whole thing with Tiblan and his bro crossing the border is a whole other issue that I'm told is "taken care of".

 

[josh2203]

We've had a couple threads on this subject. I've defended the DR customer service because I'm fairly happy with what I've seen. However, this case below is not exactly making me jump up and down for joy.

Backstory: I went online and reserved a room at the Villas CODEVI in Dajabon for 5 nights for 3 peeps. For those of you who remember, it's Tiblan and his bro. So everything went well and I copied the following from their website. Personal stuff deleted.


However, I didn't get a confirmation email or text so after a week or so I thought I would confirm with them directly on WhatsApp. This is what happened.



So to keep this from getting any longer, I ended up with 2 rooms for a total of 45k pesos. I have no clue why they couldn't understand what I wanted and why they didn't honor what their website said.

I will followup on this when I get back to see how it actually goes. The whole thing with Tiblan and his bro crossing the border is a whole other issue that I'm told is "taken care of".

Was the website their own or some agency (like booking.com or something else)? What was the URL?

 

[DrNoob]

This is why I book via booking.com or airbnb even if the option to book directly exists, unless I know the people at the frontdesk (after an initial stay via the above websites). I gave it a go and it shows me the Double Premium Room can accommodate 4 people and the cost for 5 nights is $485.xx including taxes. I think you fell into the gap between the booking management website AND the 'staff'

@josh2203 this was the one used : https://bookings.travelclick.com

 

[NanSanPedro]

This is why I book via booking.com or airbnb even if the option to book directly exists, unless I know the people at the frontdesk (after an initial stay via the above websites). I gave it a go and it shows me the Double Premium Room can accommodate 4 people and the cost for 5 nights is $485.xx including taxes. I think you fell into the gap between the booking management website AND the 'staff'

@josh2203 this was the one used : https://bookings.travelclick.com

Yea, that's exactly what/who I used. I always prefer to book direct, and now I find out why(again).

 

[josh2203]

This is why I book via booking.com or airbnb even if the option to book directly exists, unless I know the people at the frontdesk (after an initial stay via the above websites). I gave it a go and it shows me the Double Premium Room can accommodate 4 people and the cost for 5 nights is $485.xx including taxes. I think you fell into the gap between the booking management website AND the 'staff'

@josh2203 this was the one used : https://bookings.travelclick.com

"

Error 404​

The requested page could not be found"​

Am I doing something wrong?

 

[josh2203]

Googled the place and clicked book there, apparently the URL above was missing this locations ending...

Usually sites also forward you to a booking confirmation page immediately after payment, but this was not the case here?

I think you fell into the gap between the booking management website AND the 'staff'

Yeah, I would think also this is what happened.

 

[josh2203]

This is why I book via booking.com or airbnb even if the option to book directly exists, unless I know the people at the frontdesk (after an initial stay via the above websites).

Same here. Many people probably think I'm paranoid, but the times I have booked a hotel in the DR, we have also opted for full payment on arrival. With Airbnb that is not an option, but at least when we have booked, it says that if there is something wrong and you report to the customer support immediately on arrival, Airbnb provides a refund, so it's always been fine.

 

[Peterj]

The title of this post gives me the creeps...😵‍💫

 

[NALs]

Dominican and customer service doesn’t go in the same sentence.

Same with Dominican and returns.

 

[Meemselle]

The title of this post is an oxymoron.

 

[2020]

It's like ordering food at a restaurant.

Then getting the server's attention after that.

 

[CristoRey]

Dominican Customer Service?
😀😅😂🤣🤣🤣

 

[Jan]

I get great customer service from DomEx . The delivery man even searched for a lost package that was in another location for me. Saved me a taxi ride. The delivery man is very good and efficient. No complaints

 

[Meemselle]

It's like ordering food at a restaurant.

Then getting the server's attention after that.

Or the eye roll and the huge sigh when you try to get Belkis off her phone at the doctor's office.