Serenade All Suites, Adults Only Resort

I would have given this 5 star but when we arrived we had no reservation and took about 1.5 hrs to sort out just sitting and waiting in reception. Frustrating after a long flight and hectic airport arrival. We booked through Expedia UK for my wife's 60th birthday which was the next day after our arrival. I don't know who was to blame for this error but it dampened the start of a special holiday. We were both tired, my wife became upset and at this point couldn't even face food. The young lady in the hotel eventually came and after a lot of back and forth with Expedia agreed our reservation and said she upgraded our room to a pool view rather than a garden view. We were exhausted and stressed . I'm diabetic and have a heart issue and just wanted to get to the room to take my medication. We are now on our 4th day and this has definetly left a sour taste to what was meant to be a special holiday.

I first stayed at this resort in 2023, shortly after it opened, and had such a wonderful experience that I left with every intention of returning. Unfortunately, my most recent visit this past weekend was a completely different experience. While the property remains visually appealing and generally well maintained, the overall standard of service, food quality, and attention to detail fell significantly short of what I remembered. Sadly, this stay has left me with little desire to return. 1. An Unpleasant Check-In and a Payment Issue Before my arrival, I exchanged several emails with Dioskin Rijo from the hotel’s billing department to confirm that my reservation could be charged in US dollars. I specifically explained that my payment card requires the transaction to be processed in USD and cannot accept a currency conversion to Dominican pesos. Dioskin Rijo confirmed in writing that this arrangement was possible. However, upon arrival, the front desk agent who assisted me, Maiker, responded in a surprisingly unpleasant and dismissive manner. He essentially stated that unless the billing representative brought him a payment terminal configured to process transactions in US dollars, he could not charge me in that currency. This was an unnecessarily confrontational way to handle an arrangement that had already been discussed and confirmed in writing. Ultimately, I had no choice but to pay in Dominican pesos. A simple matter that should have been handled professionally became an unpleasant start to my stay. 2. Room Assignment and Delayed Check-In Official check-in is at 3:00 p.m., yet my room was not ready until approximately 3:30 p.m. I had booked a Garden View room, the same category I selected during my 2023 stay. On that occasion, the room was spacious and featured a bathtub integrated into the room’s layout, which added a distinctive and romantic touch to the experience. This time, I was told that I was being upgraded to a Pool View room. However, the room I received did not have the bathtub feature I had enjoyed during my previous stay. From my perspective, this did not feel like an upgrade, as the room lacked an amenity that had been an important part of my previous experience. Although the room itself was generally comfortable and in good condition, the room assignment did not meet my expectations based on my earlier stay and the way the change was presented. 3. A Noticeable Decline in Food Quality and Variety The buffet was one of the biggest disappointments of this visit. The selection was limited, the variety was underwhelming, and the overall food quality did not meet the standard I remembered from 2023. For a resort of this type, I expected a more diverse and consistently satisfying dining experience. Instead, the buffet contributed significantly to the feeling that the overall guest experience had declined since my last visit. 4. Poor Communication Regarding Restaurant Reservations I also attempted to make a reservation at the Rodizio restaurant. At the time, I had not yet received my room number, and the employee responsible for reservations informed me that she needed it to proceed. I understand that this may be part of the hotel’s reservation process. However, I later discovered that guests could also make reservations through the hotel’s app by scanning a QR code. This alternative was never communicated to me when I initially asked for assistance. By the time I learned about this option the following day, the restaurants were fully booked. I recognize that restaurant availability is not entirely within the hotel’s control, and I am not blaming the property for the restaurants being full. My concern is that I was not given complete information when I first requested assistance. Had the available booking method been explained to me, I might have been able to secure a reservation earlier. Good service is not simply about enforcing procedures; it is also about proactively helping guests understand their options. 5. Unprofessional Staff Behavior in the Buffet Restaurant Perhaps the most concerning aspect of my stay was the behavior I witnessed among some members of the restaurant staff. At the pasta station, the employee assisting me was barely paying attention to my requests because he was engaged in a conversation with a colleague about how badly he wanted his shift to end so he could leave. I completely understand that employees can become tired and frustrated during a shift. Nevertheless, guests should not have to experience that frustration while seeking basic service. On another occasion, I overheard a male employee refer to a female colleague with a denigrating word while they appeared to laugh about it. The language and behavior were inappropriate for a hospitality environment, particularly in a restaurant where guests were seated nearby. These incidents created the impression that some employees were disengaged and that professional standards were not being consistently upheld. Regardless of what language guests may or may not understand, employees should maintain a respectful and professional attitude in guest-facing areas. I also witnessed what appeared to be a supervisor or manager clapping repeatedly to signal that the buffet needed to close while guests were still eating, as the scheduled closing time approached. I understand that restaurants have operating hours and that staff need to prepare for closing. However, the manner in which this was communicated felt discourteous and gave the impression that guests were being hurried out rather than treated with hospitality. Taken together, these incidents were particularly disappointing and raised concerns about staff morale, supervision, and the overall service culture. 6. Late Check-Out Not Properly Reflected in the Room Key Another frustrating issue occurred on my departure day. I had paid for a late check-out until 4:00 p.m., yet my electronic wristband key stopped working at the standard check-out time of noon. When I returned to my room shortly after 12:00 p.m., I discovered that I could no longer access it. I had to go back to the lobby and explain that I had paid for a late check-out so that my key could be reactivated. This should have been an entirely avoidable inconvenience. When a guest pays for an extended stay, the access credentials should be configured accordingly. Having to leave the room, return to the front desk, and explain an arrangement that was already paid for reflects a lack of coordination and attention to detail. Final Thoughts The resort itself remains attractive, and the property appears to be generally well maintained. My room was also comfortable overall. These are positive aspects worth acknowledging. However, a beautiful property alone does not make for an excellent resort experience. Hospitality depends on consistent service, professional staff, good food, clear communication, and attention to the details that allow guests to relax and enjoy their stay without unnecessary complications. My first visit in 2023 left me with wonderful memories and a genuine desire to return. This visit, unfortunately, did the opposite. The combination of the payment issue, delayed check-in, disappointing room assignment, lack of food variety, inadequate communication, unprofessional staff behavior, and late check-out complications made this a deeply disappointing return. I chose to give the resort another chance because of how much I enjoyed my first stay. I genuinely wish this visit had lived up to those memories. Unfortunately, based on this experience, I would be much more inclined to consider another resort for my next getaway. I hope management takes this feedback seriously, particularly regarding staff professionalism, guest communication, food quality, and the consistency of the overall experience. The property has considerable potential, but the service needs to reflect the standard guests expect from a resort of this caliber.

Location is perfect only 25 minutes transfer from airport. Hotel staff very welcoming on arrival. Check in very quick. Rooms are very spacious. Atmosphere is great, staff very friendly can’t do enough for you. Entertainment staff very good especially CristopherReyes exceptional went above and beyond his duties. Very polite and friendly to all tourists. Nothing was to much trouble. Always happy to help. Would highly recommend this hotel.

Very clean atmosphere. Staff is very friendly! Loved the pool activities with Alejandro, he made it so much fun with his energy! Loved our stay.

Fun events at the pool with Alejandro very energetic