Lopesan Serenity Bay Resort, Spa & Casino

Where to start with this company. . . This review is really more about Lopesan Hotels (at least in the Dominican Republic) rather than the Serenity Bay facility itself as while we reserved and paid for a stay at the brand new SB facility, Lopesan moved us, without our agreement, to the much older and less desirable Costa Bavaro facility. I will cross post this to the Costa Bavaro reviews as well. In addition to the non-consensual move, they then tried to give s ONE room in the regular hotel when we had reserved and paid for Adults Only junior connecting suites (see photo). This is after they sent an email about the move promising a "Free room upgrade to a superior category than the one selected in your reservation." (see photo) As we had reserved and paid for the Adults Only tier of accommodations, the only upgrade would have been to the "Unique Club" tier. Not only did they refuse to honor their promised upgrade, they claimed that the "Adults Only" tier no longer exists at this particular resort, but they told us so many conflicting lies (especially the manager, Ms. de la Cruz) that it is hard to say if that is true. If so, there were still areas, bars and dining areas designated "Adults Only" at the resort, so I doubt the veracity of that claim. In any event, we ended up getting only a king and a queen swim-up rooms (they lied and told us that these were "suites") in the regular hotel - no upgrade, so in actuality, it was a downgrade in rooms and amenity tier. Otherwise, the facilities were acceptable (unless you actually want to mini fridge in the room to keep things cold - it did not) and the staff was, overall, friendly. The food in the buffets and in the Asian restaurant was average to below average. The food and service in the steak restaurant and the Italian restaurant were very good. All in all, I'll never stay at a Lopesan resort again.

I typically don’t write reviews because when I have a great time, I have a great time, but I am writing this one because this was the most terrible trip. I travel twice a year with my husband so I am aware of good service versus predatory practices. My family and I are all adults we booked this hotel because it’s adult only and it’s brand new and we love soft openings. We traveled from June 9 to June 16. On June 8 we got a call from the hotel saying that we have been upgraded to a “superior room” and immediately the phone call was hung up on, I’m talking 30 second conversation. We tried calling back the hotel. No one picked up we but we still traveled the next day because we have flights paid for and we show up to Lopesan Coasta Bávaro. Which is the sister resort to serenity and the main resort as well so we figured we’re just getting checked in here and we will be brought to the hotel that we actually booked later. In fact we get moved to the unique check-in for our “superior room”. We get to the room still in Coasta Bavaro and just as strong whiff of mold and just dirty smell hit us immediately it was really disgusting and we’re sitting there wondering why are we here with children? There’s children all over the hotel but we booked adults only. We were so confused but it’s late and we were trying to get food and we end up being told we can’t eat anywhere. It’s completely packed. We have to go eat at a buffet for dinner mind you my husband and I will stay at five star resorts all the time, and we always have sit down dinners where people are courteous and kind. The staff are so rude. They don’t care about providing good service and if you don’t speak Spanish, you will be ignored. eventually we figure out the next day serenity is located past the Boulevard and passed the waterpark and we recognize that is the hotel we booked and there are a few people staying there WITH THEIR KIDS. I’m not kidding kids running around and swimming up to the swim up bar. So management is allowing local Dominicans to stay there but if you’re in an American tourist and you book this you’re not going to get this hotel. When we went and talked to check-in staff about this they basically laughed in our face and said this has been going on for a month and they are going to continue to operate in this manner. Since Serenity is not finished I am under the impression that are having tourists book to get their money and just tossing them in an older hotel. They’re going to continue to take your money get you in the country and put you in their older resort with children. I highly suggest if you are able to cancel your reservation cancel and go to a different resort in the Dominican. In fact, if you are able to cancel your flights and just go to a different country that would be great as well because we had other issues with excursions and what not being left behind from the tour bus and almost died from parasailing because the driver dropped us underneath the buoy. He thought it was funny. My husband and I are currently in contact with our credit card company and running investigation to try to get our money back because this was the most stressful trip with staff who had no empathy whatsoever they do not care. They just want your money and that is why they are promoting this hotel with all these rooms that do not exist. Do not book this hotel.

Mi experiencia se puede solo definir como la peor relacionada a una reserva en un hotel. Soy dominicano, resido en el extranjero, y me he alojando en múltiples hoteles en Punta Cana, La Romana y Samana, no todas las experiencias han sido las mejores, pero rescato la intención de las propiedades por lograr una solución y ofrecer buen sevicio. Hice una reserva en marzo pasado para alojarme en el Lopesan Serenity Bay en Junio, por 4 noches en una Suite Swim Out, dos parejas de amigos reservaron en abril para las mismas fechas. Dos semanas antes envío un correo a la central de reservas de Lopesan para confirmar que el hotel estará operando, me indican que mi reserva está confirmada y el hotel estará totalmente operando. El martes 9/6, dos días antes de mi check in, me envían un correo que me cambian de propiedad al Costa Bávaro, por temas de disponibilidad, las dos parejas de amigos, las mantuvieron en Serenity Bay. Al día siguiente viajaba a RD, informo que no deseo cambios y que estoy con otros amigos viajando, insisten que solo están seleccionando asignar un limitado número de habitaciones. Sigo preguntando cómo mis amigos que reservaron 1.5 meses después que yo, no fueron movidos, declinan responderme. Todo lo anterior fue porque llamé el miércoles 10/6 desde el aeropuerto Las Américas, ya que no sabía ni siquiera a qué sección, tipo de habitación o categoría me asignarían. Por qué no me interesaba el Costa Bavaro? Simple, me he alojado dos veces, es un hotel muy ruidoso, lleno de niños, huéspedes con bocinas bluetooh en las habitaciones y áreas comunes del hotel, yo buscaba descansar. Luego de mi llamada me contacta un “Yield Manager” prepotente, maleducado, sin conocimiento de servicio al cliente, que básicamente me dice que tome lo que proponen o cancele, este señor es la persona más fuera del concepto de hospitalidad que he conocido. Al final pedí cancelar la reserva y me alojé en Sanctuary Cap Cana (soy miembro Bonvoy Platinum), en menos de 24 horas me hicieron la reserva en su hotel, tuve un upgrade y recibí el trato que esperaba. No reserven ni vayan a Serenity Bay, se exponen a que dos días antes cancelen su reserva.