Sanctuary Cap Cana

I cannot believe the level of disrespect and unprofessionalism I experienced at Sandtuary Cap Cana. I paid top dollar to stay in The Castle, expecting a luxury experience, but instead, I was treated like a random intruder rather than a paying guest. The night manager was shockingly rude and even physically threatened me—making me feel genuinely unsafe. Instead of assisting me in getting to my room, he threatened to call the police on me just for trying to access the room I paid a fortune for. The way he handled the situation was completely unacceptable. Then there’s the security gate staff, who are just as terrible. Even though I had proper identification and room keys, they flat-out refused to let me in because my driver had accidentally lost his license—even though he has been to the property hundreds of times. On top of that, they show zero respect to guests, blatantly ignoring you when you try to speak to them. I have never seen such unprofessional and dismissive behavior at a so-called luxury resort. Now, onto the only saving graces of this place—the day staff, especially Alexander, who is an incredible butler, and GM Ciara, who genuinely cares and does her best to make things right. If I were rating based on them alone, this would be a 5-star review. Unfortunately, the way the night staff and security mistreat guests, with absolutely no resolution or accountability, ruins everything. If you’re considering staying here, be prepared for a nightmare if anything goes wrong—because the night staff and security will treat you like garbage, no matter how much money you’ve spent. Absolutely not worth the risk.

This was our first all-inclusive experience and must say it did not disappoint. My wife and I went there to celebrate our 50th birthdays this year and we are very thankful we selected the Sanctuary. We got a room in the castle with the plunge pool, and a pretty awesome view. Things we loved: - everything was very clean - our room, the restaurants, pool area, all the common areas. It is clear they take great pride in their property - the grounds were lovely. Nothing was too far apart but plenty of places to walk around which was only made better by how manicured and well kept things appeared on the grounds - the food - I had heard "stories" about dining at all-inclusives so perhaps my bar was pretty low going in, but honestly the food was really good. We were only there for a short time and would have loved to try more of the places, but we enjoyed the steakhouse and the pizza place (as well as the gelato!). We did get room service a few times and was on par with room service you would get anywhere to be honest - the SPA - had the best massage of my life from Sophia and my wife also enjoyed hers as well as a facial. The 80 minute Sanctuary Signature massage was legit - the gym was way more than I expected - much larger than I had hoped with free weights, machines, treadmills - all the fixings - and was very clean - lastly the service was unmatched from anyplace I have been previously - it really put this place over the top for us and will guarantee our return. And I mean all the staff from our housekeeping to the wait staff to the Concierge folks Special callouts: -- Lugo our butler was awesome. He was very responsive at a moments notice for any questions with reservation requests, extra room beverages, really anything, and even tracked down some soda crackers for my wife when she wasn't feeling well. Thank you Lugo! You made our trip very memorable -- Anselmo at the Ocean Bar was very friendly and kept our drinks full with some great conversation along the way -- We reserved a Bali Bed on the beach (recommend) and Carina at the Destination Bar was lovely as she waited on us all day. Was a great way to spend our last full day on the property In general, Sanctuary was the perfect spot for us as there were plenty of places to find space to relax outside of your room - which ultimately is exactly what we needed. Can't wait to go back and experience more of this amazing property!

We were very impressed with the level of service. Our butler, pool staff, wait staff, cleaning crew - every one exceeded our expectations. Our villa, which we were offered upon arrival, was the nicest place we've ever stayed.

Wow what an experience . We stayed at the beautiful castle , with a butler attending to our every need . The room was beautiful and spacious , right on top of the spa where we fully enjoyed awesome massages ,hydrotherapy and facials . We were celebrating 15 years and I could not be happier with how our experience went . Everything is top shelf - top quality food - top quality service - the cocktails were delicious (try the espresso martini ) but for me , the MOST important part was the service . The people - smiling , asking you constantly if everything is ok . They deserve a huge amount of praise for their work . To the owners of Sanctuary - keep it up . It is a rare gem to find a resort with everything so perfect , especially its people . Thank you for all the memories . We won't forget it - EVER . ❤️

From the moment you arrive you can see the quality and time to maintain this report. Everything is clean, welcoming and beautiful. The entire staff go out of their way to show their appreciation. The pools, restaurants, bars and all accommodations are top notch. Cannot. Recommend this resort enough. Very safe, easy to get too from the airport, clean, relaxing and one of the best resorts in the Caribbean.