Serenade All Suites, Adults Only Resort

From the moment we arrived, our experience was extremely disappointing. We were offered an upgrade to a Master Suite for an additional $400 for our entire stay. Unfortunately, that money was completely wasted. In the first room: * The coffee maker did not work. * The TVs were constantly stuck on the loading screen. * Worst of all, on our very first day we became locked inside the room due to a malfunctioning door and had to wait more than 15 minutes for someone to come and let us out. After that incident, we were moved to another room, but the situation was even worse: * There was a lizard and a cockroach inside the room. * The air conditioning was not working properly. * The room had ongoing electrical issues. * The jacuzzi had a strong sewage smell. We reported all of these issues to the staff, but most of them were never resolved. We also requested a complimentary bottle of sparkling wine for the room, but it never arrived. After experiencing so many problems, we requested a refund for the $400 upgrade fee. Instead of refunding our money, management only offered to move us to yet another room and provide a romantic dinner on the beach. We expected a relaxing vacation but instead spent our time dealing with constant problems, poorly maintained rooms, and customer service that fell far below the standards of a resort that markets itself as a luxury destination. I would not recommend this hotel. Both customer service and room maintenance need significant improvement before charging guests extra for a so-called upgrade that delivers an experience well below expectations.

Pros: - The Beach/White party was really good and a must do if you're there while it's on. Fun and entertaining and a great spot to get some good pictures, the entertainment staff were great at getting everyone involved too. Make sure you pack a white outfit for it. - KOI Teppanyaki and Sushi were brilliant, highly recommend both. Esteban the Teppanyaki chef is very funny and kept us entertained even after the meal, all the staff in KOI were great. The steakhouse also had great food, especially the rodizio, we really enjoyed it. You do have to book these on the app and it can be a bit flaky but if you can book these, you definitely should. - The staff do have options for celebrating events such as birthdays, anniversaries, engagements etc. They won't make it obvious you until you go to organise something like balloons/bottles/rose petals but each of these will be $150+. We did pay for one of these and it was done well. - Free mini-fridge restocks daily, as well as some small snacks, very helpful as you can't drink the water and there's no real shops nearby. - The weather was generally great considering it was the shoulder season/off peak. We were there 10 days, we only really had 1 real day of bad weather, every other day was nice. - They seem to take your security when leaving the hotel seriously. Taking room numbers, number of guests and pictures of the transfer vehicle. It makes you feel a bit safer when leaving for excursions but does feel like it's the cover their back more than protect you. Cons: - We had £40 of British pounds and over 2000 Dominican pesos in cash stolen from a purse in a bag, inside of a suitcase, inside of our locked room. We still have no idea who took the money and left us feeling unsafe as the hotel did not help at all. We also noticed the safe would randomly be opened and closed in between visits from hotel staff to the room while we were not present which certainly did not help. - When we checked in we were told by the receptionist we were in for a "chilled and relaxing holiday" but we now know that was a blatant lie. This hotel is not suitable for couples looking for a quiet/relaxing break, see points below. - Loud and boisterous guests. More suitable for stag/hen parties and large groups of adults. We often had guests running up down the corridors shouting and screaming at 2am or even later in the morning, as well as bombing into our swim up pool from the neighbouring rooms throughout the night. There was also a twerking competition where they wouldn't start the foam party until all the guests they had selected had 'danced' for the rest of the guests. It felt a bit uncomfortable to watch as it didn't seem like the girls knew what they were getting into. - Speakers around the pool constantly. The main pool already has one main speaker playing music, but has two in the morning as one plays different music for the entertainment, not great to listen to but fine. The problem is so many guests bring their own speakers and have them around the pool that you'll be lucky if you're only listening to 3/4 songs at once - make sure you bring very good headphones if you do actually want to relax. - Late checkout seems like none of the staff actually know what's going on. We arranged our late checkout through the app, confirmed with reception and then were very rudely spoken to on the phone by another receptionist and made to leave our room 20 minutes after the regular checkout time, meaning we then had to sit in the hotel lobby for hours waiting for our transfer. - Food in the buffet restaurant, Italian restaurant and Asian A La Carte was not great, we were served raw chicken multiple times and the variety in the buffet was poor. - The prices in the on-site shop were ridiculous, $8 for a packet or crisps or small bag of m&ms, if possible, bring your own snacks or buy from somewhere on the way. Souvenirs are equally as ridiculously priced. The staff in there also seem like they would rather be anywhere else and at one point wouldn't serve us until 3pm because they don't take card for another 20 minutes, even though we had only ever payed by card and usually went in the morning... - Communication from the hotel is generally poor. The information on the app about entertainment is usually wrong and a lot of the times it doesn't even tell you it's on. We learned the hard way right at the end of our trip but the better way to see what's on is the board on the family side of the hotel by reception. Ignore what the staff/app say and use that instead. - The room looked great at first but after a few days the mould and damp were obvious to see. It had clearly been painted over and it was bubbling in places. The floors will be become a slip and slide if you have the AC on (which you will) and open either the front or back door. It gets very slippery and dangerous. The pool in our swim up room to our knowledge was also not cleaned during our 10 night stay and was visibly dirty by the end. - Unfortunately the sargassum on the beach does make it difficult to enjoy swimming in the sea, even as someone that usually swims in open water. The beach itself is nice, it does have the usual looky-looky men but generally nice, I'd recommend to get a bed close to the back so you can easily swim in the pool if you want to enjoy the beach too. - Some strange bias from the staff around guests. We never seemed very popular with a lot of the staff, where we saw a lot of guests getting guided tours of the hotel on arrival with all the info and bags taken to their room on golf buggies, we were checked in, given a key dropped off and that was it. Similar with a lot of other events including entertainment and service at the bar. For context we are White English speakers from the UK, trying to use the local Spanish where we can but the staff never seemed to like us much, even when we tipped. - The swim up rooms with garden view are facing a parrot/bird show which becomes very loud at certain times of day when they rile up all the birds and animals, you can't really see it but you will certainly hear it, bear it in mind if you want to select this type of room.

Me and my husband stayed for 3 nights only and had the best and most wonderful experience! Best of our stay was definitely the attentive and awesome staff, starting with Robelin our personal butler. Robelin went above and beyond yo make sure we had the best stay and always taking care of restaurant reservations and to provide an excepcional service! Shout-out also to Sugeidi at the steakhouse restaurant, Francisco and Santos our servers for the gourmet and private dinner by the beach. The food, our swim out suite and everything in between was just amazing! Absolutely recommended place to stay in Punta Cana.

Rhianna thé Best animation. Very emotionnal understanding .

Currently day 5 of a 14 day stay here. For context, we stayed 14 days next store at the family resort and found the value to be compelling enough for us to return again. Anyways, these are our experiences so far. Day 2 arrived a day late due to flight cancellation, check-in was quick. Had dinner at the Pallapa which I really enjoyed. Door lock to our room does not fully unlock and required 5 attempts before fully unlocking. There are two showers. The one to the left has the shampoo and conditioner dispenser and the right one does not. When using the left shower the water runs out onto the rest of the bathroom and is not contained within the bathroom bc the lip of the tile work was inadequate in redirecting the water to the drain which is located on toward shower number 2. Solution is to use shower 2 exclusively, where there is no lighting and dispenser. The bathroom door also has extensive damage where the fibers are exposed. Toilet works great for anyone wondering. Day 3 power outage from 9am -7pm throughout the resort. Went to the beach which was fantastic. No seaweed issue compared to last year. Plenty of spots due to the low occupancy. Dinner at Koi. Son ordered the chicken satay and the center was raw. Server came over stared at it, picked up the skewer and said he would notify the chef. When we told him to take away the entire plate he seemed confused as if we were going to let our son try the remaining skewers. Food was replaced with a beef dish quickly. Door lock still an issue. Day 4 random power gremlins in our room. Two outlets stopped working. Power to the fan cuts in and out. Door lock still an issue. Stayed at the beach again. Conditions were excellent although the Wi-Fi signal does not reach the beach as usual. Thoughts at the moment: Having stayed at 7 different so inclusive resorts in the last 6 years here in the DR. The value is undeniable. Food and drinks are above average. Workers and staff are nice. The failures come from the infrastructure. For anyone that follows new resort openings you know how important it is for them to get construction done on time so they can recoup their cost. What is consistently obvious is that every report we stayed at shows that corners are cut and the finish work is very apparent. Corners that aren't 90 degrees, tiles that aren't cut and spaced perfectly, gaps, fillers, haphazardly filled in. It's the same everywhere and this place is no different. The door frames here are cracked, broken and non functioning outlets, broken tiles in the shower. It makes sense with the lower occupancy that these issues get taken care of but most often are ignored until the next renovation. Considering the age of this resort that will be a long time coming. Anyways, I will be visiting the front desk to notify them of the broken outlets and door lock to see if any of those things can be addressed. I've attached the pictures of the damaged door frame, shower lip that isn't high enough to redirect water away from the door to the drain.