Frequently Asked Questions

Are body treatments and massages free?

No, body treatments and massages have additional charges.

How much is the Wi-Fi connection?

The Wi-Fi connection is free for customers staying at the resort. Our customers will connect to the Wi-Fi network of the hotel using their room number, name and by providing an email address.

Is the hotel accessible for people with reduced mobility?

Yes, the complex is adapted with ramps so that you can move around all of the public areas of the hotel. Additionally, we have the Internationally recognized Blue Flag status on our beach which includes adapted access to the beach. 
https://idard.org.do/playas_certificadas/uvero-alto-sirenis/
Although we do not have special installations for accessing the pools, we do have a gradual beach slope, like a ramp, into the pool.

Is the access to the Water Park free?

The access to the water park is included for all hotel guests.

How much does the safe service cost?

All of our rooms are fully equiped with a free safe where you should deposit your documents & personal items of value. Please ensure that the safe is completely closed every time you leave you room & on the last day before you leave, please ensure that you do not forget anything in your room & leave the door to the safe open. 
The hotel does not take responsibility for any money or items of value left outside the safe. This also applies to our policy for valuable items lost, which are inside the safe, if it has not been closed correctly.

Is there a tea/coffee service available in the room?

Yes, this service is available in the room.

Does the hotel have a laundry service?

Yes, the hotel has a laundry service with an additional charge. In your room, you’ll find a sheet with all the laundry services available in the hotel, as well as information on prices and the general terms and conditions of the service.

Does the room have Room Service?

Yes, this service is available in your room. What’s more, we offer a free menu between 11 am and 11 pm.

Is there a hair dryer in the room?

Yes, you will find a hair dryer in the bathroom.

Is there an iron and ironing board available in the room?

Yes, this service is available in the room.

Is there a minibar in the room?

Yes, a minibar service is available in your room, restocked every day with water, soft drinks and beer.

Is it possible to reserve a room upgrade in advance?

It is not possible to guarantee an upgrade to a superior category room before arrival at the hotel.
It is only possible to request an upgrade to a superior category room upon arrival at the hotel, and it will always depend on availability at that time.
The Reception staff will be able to check the availability and price of the upgrade upon your arrival.

May I request a specific room at the hotel?

We try to accommodate our clients based on the type of room selected at the time of reservation. You can email the hotel with your requests and needs. Please don't forget to include the details of your reservation. Our Reception staff will do everything possible to satisfy your wishes based on availability at the time and without guarantee of confirmation before arrival. 
Please, bear in mind that different types of rooms are located in separate blocks, and as such it is not possible to have one type of room next to a different type of room. For example, a Family Suite cannot be located beside a double bedroom.

What is the climate in the Dominican Republic?

The climate is tropical and the country has the same season as the north hemisphere. The average temperature varies between 25º and 30º C except in high altitude regions.

Which clothes are best in summer?

It is preferable to wear cool summer clothes and of course don’t forget your swimming costume! Take also light cover ups for the evenings.

At what time is advisable to the sun?

With the tropical climate of Dominican Republic is better, particularly for children, prevent the sun from 1 p.m. to 4 p.m.

Which sun protection factor should I use?

The protection factor depends on your skin. If you travel in summer, the temperature can reach more than 35º C and we would advise a minimum factor of 20.

What is the currency?

The official currency in Dominican Republic is the Dominican Peso but in all the tourist areas the use of the American dollar is common. The Euro has also entered the market thanks to the large amount of European tourists, particularly Spanish.

What is the official language?

The official language is Spanish; however English is generally understood in the main tourist areas.

Is it possible to change money or withdraw cash in the hotel?

The hotel offers an currency exchange service and in addition you’ll find an ATM to withdraw money in the local currency.

Is there a shopping centre in the Resort?

You will find shops in the resort selling souvenirs.

Where is the closest shopping centre and how do I get there?

The closest shopping centre is 2km from the resort and may be reached either on foot or by taxi

Can we buy alcohol and tobacco in the resort?

Yes, you will find alcoholic beverages and tobacco in the resort’s shops.  

Is there a Dress Code in the restaurants?

Day: Casual
Please wear appropriate clothing to access the restaurants. It is strictly prohibited to enter barefoot, in swimwear, with wet clothes or topless.
Night: Smart-Casual
Male guests need to wear shirts with sleeves, smart shorts or long trousers.

Does the hotel cater for vegetarians?

Yes, there are always vegetarian options available for our customers in the main buffet.

Are there special dishes for diabetics?

Diabetic dishes are available on request, so we would recommend that you inform the hotel reception of your needs on arrival.

Is it necessary to book a table in the resort’s themed restaurants?

Yes, our all-inclusive programme offers unlimited themed à la carte dinners which require previous booking which you can manage with your Concierge. All bookings are subject to availability at the time of booking.

Is it safe to drink tap water in the hotel?

No, but mineral water is available in the mini bar, in addition to mineral water in the bars and restaurants in the resort.

Can we buy mineral water in the hotel?

You will find many soft drinks including water at the bars and shops within the resort. 

Are any vaccinations necessary?

It is not necessary to be vaccinated, however we would advise you to check with your doctor your previous vaccinations prior to your visit.

Are food allergies taken into consideration?

Yes, we make particular attention to guests suffering food allergies on request, so please advise the front desk or the restaurant manager accordingly upon your arrival to the hotel. 

Is there a chemist in the hotel complex?

There’s a pharmacy on the resort’s premises. If it’s closed, there are other pharmacies close to the resort.

What are the facilities for children in the hotel?

Children have two separate swimming pools, the SIRENIOS mini-club, a complete games programme from 10:00 to 13:00, a wide programme of entertainment with shows, mini discos, special snacks, etc. and the SIRENIS AQUAGAMES water park.

Is there baby food such as soup or purée?

At the buffet restaurant you will find various options of soup and vegetables purées.

Is there a baby sitter service available at the hotel?

Yes, this service is available in the hotel with an additional charge.

What is the minimum height necessary for the slides of the water park?

Tornado 1.40m
Kamikaze 1.22m
Aquatubo, Aquafun, Aquaracer 1.10m

How do I get to the hotel from the airport?

If you haven’t already booked your transfer with your tour operator, you can book it on our website.  

Is there a bus service? How often?

There’s a public bus service between 7:00 am and 6:00 pm which passes every 35 or 40 minutes. The destination of this service is Higüey. The bus stop is at the hotel’s main entrance.

Is it necessary to rent a car to go downtown?

To go to Bávaro you can hire a car or book a taxi. To go to Higüey you can also hire a car, book a taxi, or use the public bus service.

How much does a taxi cost from the hotel complex to downtown?

To go to Bavaro, approximately 90 USD for the round trip.
To go to Higuey, approximately 100 USD for the round trip.
These costs are not fixed and may change according to the taxi taken. 

How much is the entry and exit tax?

Most tourists will only need to pay for a tourist card that is issued upon arrival at the airport. The cost for the tourist card is US$10 and it will be valid for 30 days. The exit tax is US$20. However, most of the time this is already included in the airline ticket cost. To see if you need a visa, contact the embassy.

What is the electronic ticket?

From 1 April 2021, all passengers entering or exiting the Dominican Republic will be required to fill in a Dominican Republic Electronic Ticket for inbound and outbound travel.

Is the hotel accessible for people with reduced mobility?

Yes, all the public areas in the resort are adapted for disabled guests.

What are the online booking conditions?

 

Non-Refundable rate:
Changes are not permitted.
Prepayment: Your credit card will be charged with the total cost of the reservation when you finalise the reservation process. Cancellation: In the event of cancellation of a booking with a non-refundable rate or no show, the amount paid will not be refunded.

Flexible rate:
If you cancel up to 24 hours before the arrival date: the hotel will refund any deposit you may have paid. If you cancel after this time or do not arrive: the hotel will charge the first night to the credit card left as a guarantee, and if the total has already been paid, the amount for the first night will not be returned. If you wish to pay the total cost of your booking on arrival at the hotel, your credit card is only necessary as a guarantee for your reservation. The reservation cost will not be charged to your credit card, as payment is to be made at the hotel on the day of arrival, either by credit card or in cash, in local currency and according to the exchange rate of the day. Only in the event of cancellation one day before the arrival date, or if you do not arrive, will the first night's accommodation be charged to your credit card. Sirenis Hotels & Resorts reserves the right to do a pre-authorization for the cost of the first night. If you have chosen to pay the total cost of your booking now, the reservations system will connect to the bank using a secure connection, in order to give the maximum safety guarantee for the payment process and will charge the amount indicated in the voucher. 

All bookings made via our website from 1 November 2021 onwards will be subject to new reservation and cancellation terms and conditions. These are detailed here:

Non-Refundable rate:
Changes are not permitted.
Prepayment: Your credit card will be charged with the total cost of the reservation when you finalise the reservation process. Cancellation: In the event of cancellation of a booking with a non-refundable rate or no show, the amount paid will not be refunded.

Flexible rate:
If you cancel at least 48 hours before your arrival date, the hotel will return any deposit you may have paid.
If you cancel after the deadline, the hotel shall charge the amount of the first night, and if the whole booking has been paid, the amount of the first night shall not be refunded.
If you do not show up, the hotel shall charge the amount of the first two nights to the card provided as a guarantee, and if the whole booking has been paid, the amount of the first two nights shall not be refunded.
If you wish to pay the total cost of your booking on arrival at the hotel, your credit card is only necessary as a guarantee for your reservation. The reservation cost will not be charged to your credit card, as payment is to be made at the hotel on the day of arrival, either by credit card or in cash, in local currency and according to the exchange rate of the day. If you cancel two days before your arrival date, you will be charged for the first night of your booked stay; in the case of a no-show, you will be charged for the first two nights.
Sirenis Hotels & Resorts reserves the right to do a pre-authorization for the cost of the first night. 
If you have chosen to pay the total cost of your booking now, the reservations system will connect to the bank using a secure connection, in order to give the maximum safety guarantee for the payment process and will charge the amount indicated in the voucher. 

What should I do if I want to cancel my booking?

If you wish to cancel a booking made on our website www.sirenishotels.com , you may do so under the section "My Booking" on the home page. You will need to include the email address used at the time of booking, and the booking confirmation code.

If you need further assistance to cancel a booking please contact ecommerce2.mx@sirenishotels.com.

Rate with cancellation fees or non-refundable: In the event of cancellation the amount paid will not be refunded.

What should I do if I want to amend my booking?

If you wish to amend your original booking, whenever your rate allows it, the procedure is as follows:

1. First of all, make a new booking for the accommodation and dates you now require.  Please bear in mind that the rates shown on the website are subject to change at any time, as are the booking conditions, so the cost for your new booking may differ to that of the original one.  Please also take into account that the room availability is limited.

2. Once you have received the confirmation email for the new booking, with the booking confirmation code and copy of the voucher, you will need to cancel the original reservation, under the section "My Booking" which you will find on the home page.  You will need to include the email address used at the time of booking and the booking confirmation code. 

3. Please make sure the new booking is successfully made before cancelling the original one, so that you are assured of the accommodation. The booking is confirmed when a reservation code has been generated and a confirmation email has been received displaying the code, with a copy of the accommodation voucher.

What should I do if I do not receive the confirmation email after making the booking?

If you have not received the confirmation email, you should contact ecommerce2.mx@sirenishotels.com. We will locate your booking and send you a copy of the voucher.

Grand Sirenis Punta Cana Resort awards

Grand Sirenis Punta Cana Resort

Playa de Uvero Alto - Punta Cana

República Dominicana

+1 809 688 6490
Approximate exchange rate, valid for information purposes only. We would remind you that according to the applicable legislation, payment is to be made in local currency, and in Cuba, in Cuban Convertible Pesos (CUC) only.