Serenade All Suites, Adults Only Resort

The property looks nice and the beach is pretty. However service was really bad. We were given VIP check in and a butler. We’re not really sure why. The VIP check in just made the check in take longer. 4 other family members that went were checked in much faster at the desk. The Butler was an absolute joke. He did literally nothing for us. Didn’t make any dining reservations. Nothing. After day 3 he stopped responding to us altogether. Day 2 we were on the patio and the door handle dropped down and locked us out. It was a swimup so we couldn’t just walk around. We flagged down a passing security guard and explained what was going on. He got in his phone and made a call. Nobody came. We texted my sister in the next building and she called the front desk. Nobody came. Finally my brother in law found a housekeeper who came and got us. We were out there for over an hour. Our last day housekeeping never came to our room. Asked in the app for them to come. We got a notification it was done. It was not. The day before we left we requested help with our luggage and the morning we left I called down to confirm. They never showed up. Hostess at LaPalapa was downright nasty when we asked to be seated for the evening entertainment. Reservations were almost always full then when we went to the restaurant it was less than half full. The food was mid at best for the most part. We will not be returning.

We had a group of 20 for a family graduation trip. We had few maintenance issues (breakers tripping for lights/plugs, getting locked out of rooms, safes not working) and we did encounter some less than friendly staff but overall it was a good family trip. Our Butler Jorge was amazing. Our server Adonis at La Palapa was also amazing. Luis the bartender made us tons of delicious drinks. For the price we paid this resort and experience met our expectations.

Jorge the butler is absolutely amazing! He got us everything we needed and more. Seriously, he's the best guy at the resort, hands down. Luis and Jesus, the bartenders on the roof top and lobby bars, are seriously the best! They make incredible drinks and are just all-around awesome. Everyone needs big raises. We stayed for week on the All suits adult side in room 2101.

Jorge Van my family’s personal assistant during our trip. Let me just say this was the best experience and service I have ever received. Not only was he polite during every interaction but he had the most positive attitude no matter the circumstances. Always very quick to help and no complaining at all. More people should be like him. The resort had some of the most beautiful views I have seen in a while not to mention the selection of activities and restaurants. All of the work staff were very helpful and kind.

This resort is lively and most of the staff are friendly. The Al papla restaurant is disgusting from the service through to the food with the exception of Martha who appears to be the only one who is helpful and made our time around the pool great with plenty of fluids and a good morning each day. Monica who served us outside the main bar was also great and very attentive. This resort caters very much for the Americans and nothing for the English. The pool was scruffy some days with debris around the sides which was not cleared for days. All in all it was okay but I will not return.