Serenade All Suites, Adults Only Resort

An amazing 25th birthday trip, Galan from the animation team was so including and made our trip so great. We also had the pleasure of meeting the director of operations Mr.Lopez, will definitely be returning annually as this has been the best experience. I would recommend booking the resort restaurants if you can as they are better than the buffet by miles. Room service also takes about 1.5hrs to arrive so you’re better off going down to eat.

I am extremely disappointed with my stay at Serenade Punta Cana. This has been one of the worst hotel experiences I’ve ever had. The first room we were assigned became a serious safety issue. We got locked inside the room for nearly an hour because the door malfunctioned. We repeatedly called the front desk, but no one answered. We eventually had to call for help from the balcony just to get someone’s attention. No guest should ever have to experience something like that. After that incident, we were moved to a second room, only to discover that its door was also damaged. We were then moved to a third room, which was dirty, and even the bed sheets did not appear clean. It is completely unacceptable to have to change rooms multiple times and still end up in an unclean room. What made the experience even worse was the lack of professionalism from the staff. Very few employees greeted guests or made us feel welcome. After the incident, the reception staff treated us with little respect, and their behavior made us feel discriminated against. Whether intentional or not, that is how it made us feel, and it only added to an already stressful situation. Today is our fourth day at the resort, and not a single manager or staff member has apologized or checked on us after everything that happened. The Elite Members team urgently needs training in customer service and guest relations. The lack of empathy, communication, and accountability is unbelievable. Instead of trying to make things right, we felt ignored throughout our stay. The food was also extremely disappointing and did not meet the standards expected from a resort of this category. What is even more concerning is that we were not the only guests experiencing these issues. Throughout our stay, we heard multiple other guests complaining about dirty rooms, maintenance problems, and poor customer service. It is clear that these are not isolated incidents but recurring problems that management needs to address. Overall, this resort has serious issues with cleanliness, maintenance, customer service, and guest care. A vacation should be relaxing and enjoyable, but ours was filled with frustration from beginning to end. I cannot recommend Serenade Punta Cana based on my experience, and I sincerely hope management takes these concerns seriously and makes meaningful improvements before more guests have similar experiences.

We have recently stayed at Serenade All Suites Adults Only in Punta Cana and, while there were definitely some positives, there were also a number of issues that impacted our overall experience. From the moment we arrived, we were greeted straight away and our luggage was taken for us while we checked in. Throughout our stay, the staff on the Adults Only side of the hotel were friendly, polite and approachable. If we ever had an issue, we were never made to feel like a burden. We had read a few negative comments about the staff before travelling, so we were quite sceptical, but based on our own experience, we really couldn’t fault them. Our biggest thank you goes to the entertainment team, who worked incredibly hard throughout both the days and evenings of our stay. Their enthusiasm, friendliness, politeness and effort never went unnoticed. For those who prefer a quieter holiday, they would always come over to say good morning and invite you to join in activities, but it was never pushy or overbearing. It was simply a choice, which we really appreciated. The entertainment team alone is the only reason we would return to this hotel. Galan, Teo and Maria — thank you so much for making our holiday. The hotel itself is absolutely stunning. The rooms were spotless, and the buffet, pool area, lobby and surrounding areas were all very clean and well maintained. The housekeeping team clearly do a fantastic job of keeping the hotel looking its best. One of my biggest worries before travelling was bugs in the room or on the balcony, but we didn’t experience that at all, which was a huge relief. The rooms were also very well air-conditioned, making them extremely comfortable, and both the beds and pillows were super comfortable too. The rooms were incredibly spacious and, as much as we go on holiday to enjoy the pool and sunshine, we also really enjoyed spending time in the room. It was definitely one of the highlights of the stay. There were multiple pools and bars to choose from, which we really liked. As mentioned above, if you prefer a quieter stay, it was easy enough to avoid the main pool where the daytime entertainment and activities took place. The swim-up bar was a huge plus for us, especially as we spent most of the holiday surviving on cocktails and beers, so being able to order drinks without leaving the pool was ideal. No matter which bar you went to, staff were ready to serve you almost as soon as they saw you approaching. The pool bar staff were also constantly coming around collecting empty cups and offering fresh drinks, which was a really nice touch. We also loved having access to a private beach right on the hotel’s doorstep. It was quiet, relaxing and a lovely place to spend time. There was also a shop onsite, which was convenient, although very expensive. $27 for a bottle of suncream, $6 for a small chocolate bar and $10 for a big bag of crisps. I would definitely recommend packing plenty if you’re visiting. When it came to the negatives, the first — and one of the main issues for us — was the food. While there was a decent amount of choice on offer, the selection itself was largely the same day in, day out at breakfast, lunch and dinner, so it became very repetitive over the course of our stay. Some of the food was also disappointing in quality; for example, the pancakes, although cooked fresh in front of you, were consistently doughy, and the cereal we tried on one occasion was stale. The buffet experience itself was also made less enjoyable by the fact there didn’t seem to be any air conditioning, which made it very uncomfortable at times, especially in the heat. We also tried the Ocean buffet on our first night after arriving, only to find out on the second night that it had closed for maintenance. Unfortunately, this had not been communicated anywhere, which was frustrating and added to the confusion around dining options during our stay. Another frustration was the à la carte restaurant availability, as the opening days seemed to change frequently, which made it difficult to plan or secure bookings. We did visit the steakhouse during our stay and this was probably our favourite meal of the holiday — the food was lovely and it made a welcome change from spending so many evenings in the buffet. A special mention does need to go to our waiter at the steakhouse, Adonis Gomez, who was excellent. We ordered a side of mixed vegetables with our meal, but when it arrived it consisted of just two slices of pepper. Without us even needing to complain, he took it upon himself to remove it from the table and return it to the kitchen, acknowledging himself that it was not good enough. His attentiveness and professionalism were really appreciated. The second main downside for us was the evening entertainment. While it did vary from night to night, it appeared to repeat on a weekly cycle and, unfortunately, we found it very underwhelming. It wasn’t something we particularly looked forward to, and on a number of evenings we ended up going back to our room to watch something on the iPad instead. Another issue was that there didn’t seem to be any clear information available about what entertainment was on each evening unless a member of the team happened to tell you. On the family side of the hotel there was a board displaying the evening entertainment schedule, so it was disappointing that there wasn’t something similar on the adults-only side. We would also add that the pool areas on the adults-only side were not very well lit in the evenings, to the point where we sometimes found ourselves using the torch on our phones to see where we were going. This is only worth mentioning because the family side appeared to be much better lit, so the contrast between the two was quite noticeable. By the evenings, we often found ourselves not really enjoying that part of the stay, which was frustrating because it felt like there was so much potential for it to be much better. Given there is very little around the hotel itself — no nearby shops, bars or anywhere to go for a walk — the evening entertainment becomes an even more important part of the overall holiday experience, so it was a shame that it fell short for us. A smaller point, but something we did notice, was that the spa and excursion staff approached guests quite frequently around the pool and when walking past. We completely understand that they are there to promote what’s available, but at times it did feel a little too persistent. On some occasions, even after saying no thank you, the interaction would continue and they would follow alongside you, which could feel a bit uncomfortable when you were simply trying to relax. Lastly, one of the most frustrating aspects of the stay was the fact that, despite paying for the adults-only experience, we still found ourselves having to use the family side of the resort on multiple occasions. This felt quite contradictory and took away from the adults-only atmosphere we had specifically paid for. For example, the sports bar — something that feels much more suited to the adults-only side — was located on the family side, meaning we had to go into that area if we wanted to use it. We also had to go to the family side to be collected for the water park rather than being picked up from the adults-only entrance, although some excursions were collected from the adults-only side, which made the arrangements feel inconsistent and confusing. If we wanted to use a buffet with air conditioning, that also meant going over to the family side, and even the tattooist was located there, which again didn’t really make sense to us. Ultimately, if guests are paying extra for an adults-only experience, we do not feel they should repeatedly have to use facilities or services located on the family side of the resort where children are present. It made the adults-only aspect feel less exclusive than expected and, at times, somewhat pointless. The White Party (which was very hyped up) on the beach was rubbish as again - it would be on the family side. We wish this was made clearer before booking. Final tip - if you can book your excursions with your airline - definitely recommend, or using GetYourGuide. We used SkyTours once and once only, which were based in the hotel and we were really disappointed. Overall, we still had a lovely time in Punta Cana and there were definitely parts of this hotel we really enjoyed, particularly the entertainment team. With a few improvements to the food, evening experience and adults-only setup, this could be a fantastic hotel.

I had a very good experience on my vacation on this resort. The staff was over very helpfull and friendly. In special the animation group those kids were amazing Teo and Bombón were the best 5 start to them. Thank you very much I always going to come back here.

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.