Hotel chain says it acted immediately after altercation with guests in Punta Cana

The Palace Company issued its first statement this Friday regarding the incident at the Moon Palace, The Grand Punta Cana hotel, where a staff member was involved in an altercation with guests at one of the resort’s restaurants. The incident was captured on video and went viral on social media.

In an official statement, the company reported that as soon as it became aware of the situation, it activated its internal emergency protocols to assist those involved and notified the relevant authorities.

The hotel chain stated that it maintains direct communication and ongoing collaboration with the authorities responsible for the investigation to clarify the circumstances of the incident.

The company also expressed regret for the impact the incident may have had on its guests and the community that trusts the brand, while reiterating that the safety and well-being of both its visitors and its employees are a priority at all its properties.

“The Palace Company reaffirms its commitment to creating a safe, respectful environment in accordance with the highest quality standards that distinguish both our organization and the tourist destination of Punta Cana,” the company stated in the document.

The incident

The statement comes days after videos circulated widely on social media showing a hotel employee allegedly losing control while guests were dining at one of the resort’s restaurants.

In the video, the employee throws various objects toward the customers, causing moments of tension and panic among those present. The footage quickly spread on digital platforms and generated numerous reactions.

So far, authorities have not provided details on the causes of the altercation or on any measures taken as part of the investigation. At the same time, the company assured it will continue to cooperate with the process and reiterated its commitment to the safety of its guests and employees.