Serenade All Suites, Adults Only Resort

We had an unforgettable stay at Serenade All Suites Punta Cana, and the entertainment team made it even more special! A huge thank you to Teo, Bombón, and CocaCola for their incredible energy, enthusiasm, and professionalism. They were always smiling, full of positive vibes, and made every activity fun and engaging. Their ability to get everyone involved, regardless of age, created an amazing atmosphere throughout the resort. They truly went above and beyond to make sure every guest had a great time. Teo, Bombón, and CocaCola are a huge asset to Serenade. They turned great days into unforgettable memories. We can’t thank them enough and are already looking forward to seeing them again on our next visit. Highly recommended!

My birthday trip to Serenade Adults Only Punta Cana was, unfortunately, one of the most disappointing resort experiences I’ve ever had. From the moment we arrived, it seemed like one issue after another. Our bathroom had a strong seaweed/sewage odor that never went away. The first night, the air conditioning barely worked, and we woke up sweating in an uncomfortably hot room. To make matters worse, the in-room coffee machine didn’t work either. The food was by far the biggest disappointment. For an all-inclusive resort, the options were extremely limited. Most of the time, the main offerings were hamburgers and fries. The burgers didn’t even appear to be real beef, and the fries were consistently stale. The quality of the food was nowhere near what you’d expect from a resort advertising itself as a luxury adults-only destination. We also spent every single day trying to make reservations for the steakhouse. We tried booking online, followed every instruction we were given, and even showed up at 8:00 AM as instructed. Every time we were told it was already sold out or no one was available to help us. It felt impossible to enjoy one of the restaurants that was advertised as part of the experience. Room service was equally frustrating. Most of the time, no one answered the phone, and on one occasion they answered only to hang up on us. There were no ice machines available for guests, making it difficult to even enjoy a cold drink in the room. Speaking of drinks, nearly every cocktail we ordered arrived mostly melted, with very little ice left by the time it reached us. For what was supposed to be a relaxing birthday celebration, this trip turned into a constant series of disappointments. We expected quality service, good food, and a memorable experience, but unfortunately received the exact opposite. I rarely leave negative reviews, but I hope management takes these issues seriously. This resort has potential, but based on our experience, I cannot recommend Serenade Adults Only Punta Cana, and I certainly would not return.

Really disappointed with our stay. There were just too many issues throughout the holiday: Check-in took less than 2 minutes and felt more like a sales pitch for a room upgrade than a welcome. We weren't told anything about the hotel, restaurants, Wi-Fi. We even had to ask for our pool towel cards ourselves. Because nobody explained the Wi-Fi, we had no internet for almost a full day. Our bathroom door locked one night and had to be fixed. The worst issue was our room door breaking the next morning, leaving us locked inside our room for over 3 hours. We kept calling reception from 7:00 a.m. but nobody answered for around 40 minutes, and we weren't moved to another room until about 10:30 a.m. Missing breakfast was frustrating, but being trapped in the room was a serious safety concern. After changing rooms, we found what looked like blood stains on the bed sheets. We asked housekeeping several times to change them, but our requests were completely ignored. Housekeeping was poor throughout our stay. Most days they just made the bed and left. Floors weren't cleaned, towels weren't replaced, used glasses were left in the room, and the room wasn't properly serviced. The room safe also stopped working and had to be opened by staff. The Asian restaurant was unbearably hot with little or no air conditioning. At the sushi restaurant, ordering was all over the place. At the steakhouse, we were told to scan a QR code for the menu, but there was almost no Wi-Fi or phone signal. We waited about 20 minutes for a paper menu, over 45 minutes for our food, and then had to wait again because the order was wrong. The ladies' toilet by the swimming pool smelled absolutely disgusting and was unusable. On our last day, we also noticed obvious mould on the ceiling in our room, which was very concerning.

Unfortunately, our stay at Serenade All Suites was extremely disappointing and nowhere near the standard expected of a five-star resort. From the moment we arrived, the check-in process lasted less than two minutes and focused more on selling us an upgraded room than welcoming us. We received no explanation of the hotel facilities, restaurants, Wi-Fi or how the resort worked, and we were left without internet access for almost a full day. The most serious incident occurred when our room door malfunctioned and trapped us inside while we were trying to go for breakfast. We repeatedly called reception for around 40 minutes before anyone answered, then waited another hour for assistance. We were eventually moved to another room at around 10:30 a.m., meaning we only managed to have a very late breakfast. Being locked inside a hotel room for several hours is a serious safety concern. Communication was another major issue. Many staff members could not speak or understand basic English, making even simple requests difficult. The restaurants were consistently disappointing. The Asian restaurant was unbearably hot due to the lack of effective air conditioning. At the sushi restaurant, staff could barely communicate in English, making ordering almost impossible. At the steakhouse, the QR code menu couldn’t be accessed because there was no Wi-Fi or mobile signal. We waited around 20 minutes for a printed menu, over 45 minutes for our food, and then received the wrong order. After waiting another 30 minutes, the replacement was still incorrect. Housekeeping was equally poor. We requested room cleaning twice, but staff only made the bed before leaving. The floors were not cleaned, glasses were left dirty, towels were not replaced, and the bed sheets were never changed. We also experienced a locked bathroom door, a broken room safe, and the ladies’ pool toilet smelled so bad it was practically unusable. To make matters worse, after we complained, the hotel offered us a complimentary dinner and a future room upgrade only if we signed a legal disclaimer releasing the hotel from any claims relating to our stay. We declined. Overall, the combination of poor service, maintenance failures, communication problems and lack of customer care significantly affected our holiday. We would not recommend this hotel and certainly would not return.

The check in staff were so aggressively trying to con my family and I into upgrading our rooms that they failed to give any of us towel cards. They didn't even mention them! We didn't know the cards were a requirement until my husband had to argue with a towel attendant at the pool. I had to actually raise my voice at one of the front desk guys at check in to leave my sister alone as he basically tried to bulldoze her into an upgrade! My husband and I had already chosen our room in advance online, yet, the guy tried to push us to upgrade as well. I understand commission-based incentives, but NO MEANS NO in English and Spanish. It was very off-putting. Then, we checked in on Wednesday for a stay through Monday and NO ONE mentioned that staying on the adult side of the resort meant you couldn't eat at any of the family side restaurants except the buffet even though ALL the restaurants on the adult side were closed until Friday! What a rip off and an inconvenience for people with mobility challenges! This resort almost completely ruined my family's trip to the D.R. to celebrate our wedding anniversary! I'll never stay at this resort again and we travel to the D.R. quite a bit! It's a criminal offense to claim to be an all-inclusive with an insurmountable amount of restrictions. What a joke!