We have both our appreciation and our disappointment following our recent stay at Catalonia La Romana Bayahibe. This was our third visit to this resort, and we stayed for 8 nights. Overall, we had a pleasant experience and enjoyed our time there. We would especially like to thank Juan, the Dining Room Manager at the Taino Buffet/Restaurant, for his kindness and helpful attitude throughout our stay. His professionalism truly enhanced our experience. However, we were extremely disappointed with the behavior of one staff member, Ms. Itziar Ramirez from the Customer Service team. During an interaction involving our paperwork, she was rude, unprofessional, and unnecessarily confrontational. Rather than assisting us in resolving a simple issue related to our passport information, she escalated the situation by using intimidating language and even threatened to call security and the police. At no point did she attempt to de-escalate the situation or offer constructive support. Her attitude made us feel frustrated, uncomfortable, and ultimately unwelcome. Fortunately, after we requested to speak with her manager, Yana, the issue was resolved promptly and professionally. We are grateful for Yana’s assistance and calm handling of the m
We have both our appreciation and our disappointment following our recent stay at Catalonia La Romana Bayahibe. This was our third visit to this resort, and we stayed for 8 nights. Overall, we had a pleasant experience and enjoyed our time there. We would especially like to thank Juan, the Dining Room Manager at the Taino Buffet/Restaurant, for his kindness and helpful attitude throughout our stay. His professionalism truly enhanced our experience. However, we were extremely disappointed with the behavior of one staff member, Ms. Itziar Ramirez from the Customer Service team. During an interaction involving our paperwork, she was rude, unprofessional, and unnecessarily confrontational. Rather than assisting us in resolving a simple issue related to our passport information, she escalated the situation by using intimidating language and even threatened to call security and the police. At no point did she attempt to de-escalate the situation or offer constructive support. Her attitude made us feel frustrated, uncomfortable, and ultimately unwelcome. Fortunately, after we requested to speak with her manager, Yana, the issue was resolved promptly and professionally. We are grateful for Yana’s assistance and calm handling of the m
