Lopesan Serenity Bay Resort, Spa & Casino

★☆☆☆☆ A Huge Disappointment – I Do Not Recommend This Hotel I travel to all-inclusive resorts regularly, and unfortunately, our stay at Lopesan Serenity Bay Resort Spa & Casino was by far the worst vacation we have ever experienced. There were four of us traveling together. This trip was meant to be very special as we were celebrating my 40th birthday, our 12th wedding anniversary, and my mother-in-law’s birthday. Instead of relaxing and enjoying our vacation, we spent most of our time dealing with one problem after another. First and foremost: do NOT pay the extra fee for the adults-only Serenity section. Throughout our entire stay, there were many families with children in the Serenity area. It was far from the peaceful adults-only atmosphere we had paid for. Based on our experience, the surcharge is absolutely not worth it. Before booking, I contacted the hotel several times to ensure they could accommodate my medical needs, including a strict gluten-free diet and accessibility requirements. I was repeatedly assured that everything would be taken care of. Unfortunately, the reality was completely different. There were virtually no gluten-free options available. Staff had very little knowledge of gluten-free food or cross-contamination, and communication was extremely difficult because very few employees spoke English. I became sick twice after eating and lost two full days of my vacation. For most of the week, I survived on gluten-free pasta with butter, tomatoes, and gluten-free bread. This is certainly not what had been promised before our arrival. With the exception of La Bohème, where the chef did an excellent job accommodating my dietary needs, the à la carte restaurants served food that was generally cold, the portions were extremely small, and the meals were disappointing. The overall service throughout the hotel was extremely poor. We had to change rooms twice, and after our second room change, a major leak from the ceiling flooded our bathroom and part of our room. We had to pack all of our belongings for a third time and move yet again. We also experienced a very concerning incident with housekeeping. My in-laws had left a tip on the desk for the housekeeper after the room had been cleaned. Instead, the money was taken while the room had not been cleaned at all. After a long conversation using Google Translate, the money was eventually returned. We reported the incident to hotel management, but we never received any follow-up, explanation, or apology. On several occasions, housekeeping staff entered our room without knocking. One employee even walked into our room while I was in the shower. At a hotel of this category, guests should be able to expect their privacy to be respected. Because of my disability, I had requested a shower chair several times before and during our stay. Despite multiple reminders, it was never provided, and I had to rent one at my own expense to ensure my safety. To make matters worse, renovation work was taking place in our section of the hotel every morning, making it nearly impossible to rest. Despite everything, two employees truly stood out and deserve recognition. Santiago Jimenez, our concierge, completely changed our experience. As soon as he took over our case, he did everything possible to help us. He contacted every restaurant, personally introduced us to the chefs, checked on us every day, and even messaged us after his shift to make sure everything was okay. Without question, he is the best concierge we have ever had in all of our travels. Thank you, Santiago, for taking such wonderful care of my family and me. I would also like to recognize Kendy, the bartender at the Serenity Bar. His service was absolutely outstanding. He was always smiling, funny, welcoming, and attentive. He took the time to get to know us and consistently recommended excellent drinks based on our tastes. His positive attitude and genuine kindness were among the very few highlights of our stay. Thank you, Kendy, for your professionalism and for making our days so much brighter. Overall, this hotel fell far short of the five-star experience we expected. Between the broken promises, the lack of gluten-free accommodations, the poor service, multiple room changes, renovation noise, privacy concerns, and the many issues we encountered, we left extremely disappointed. Unfortunately, we will not be returning, and we cannot recommend this hotel.

We had an absolutely amazing 2 week stay at Serenity Bay. I was worried before going as we could see from reviews that the hotel was not fully open. We had booked the Splash Cove building but the 3 hotels make up the same one huge resort so being in a different building did not take away from the holiday at all. As of last week part of the Caoba building and the full Serenity Bay building were open. There are parts still being finished but this did not interrupt our stay at all, a pool bar was being built which will add to the experience and choice. There are plenty of bars finished and open. They are also making a path to the beach although you can use the path through the boulevard and through the other Lopesan Hotel. Check in was fine and the receptionists friendly. The porters were helpful and told us about the resort on the way to the room. The resort is stunning all round. Rooms are large, balcony is large, lots of storage, large shower, essential toiletries, robes and slippers, stocked mini fridge and coffee maker. Our housekeeper was great, very helpful and done a great job every day (didn’t get her name but room 4535 side). The pools are huge, lagoon pool was busier but fun, cenote pool was amazing, and then the wave and adult pools. All the pool bar staff were friendly, helpful, and fun. Cocktails were hit and miss, everyone makes them differently and there are no menus to chose from. Evening bar in the main building is gorgeous and the staff are fun as well as make good drinks. There are a number of restaurants, we were able to get bookings. The Thai was ok but not the flavour and quality we expect having had excellent Thai food many times. The Mexican we liked less again comparing to excellent Mexican food and it was all cold but the staff were great. The buffet was great! As a family of 7 we all got to choose what we wanted including the live cooking stations. The buffet by far had the best staff ever! I don’t usually name people but Rhaimer, David Mendoza, and Lucy Martinez made our day every day. All the staff in the buffet were lovely but they really stood out for us and made us welcome. Even the security staff were friendly. Google translate helped to have some great conversations with staff and get to know them a little better. We never once found the language barrier an issue. Yolo is the fast (not so fast) food place that’s open 24/7, menu is limited but good, although you can easily be overlooked and have to wait a while when it is busy. Tipping did not feel like an expectation but was always appreciated. The boulevard shared with the other Lopesan is nice, has shops to wander around, sports bar (good drinks), coffee shop, and evening entertainment (the DJ and live band outside sports bar - very good), also the club is fun. The walk to the beach is a nice walk and about 10 mins max through the boulevard or you can get a buggy ride from reception to the other Lopesan and have a shorter walk. The beach was nice although as expected the sargassum did mean that it wasn’t so nice to swim in. I would definitely recommend this resort and would love to go back one day. The DR and this resort has a place in my heart and we are all missing it already.

My wife, my two children, and I booked our vacation to Lopesan Serenity Bay Resort, Spa & Casino through Yes Travel, and I can honestly say it was one of the best decisions we made. From the very beginning, Liliana and Herlinda provided outstanding customer service. They helped us choose the perfect vacation package, answered all of our questions, and made the entire booking process simple and stress-free. Their professionalism and attention to detail gave us complete confidence that everything would go smoothly. The day we traveled, everything was perfectly organized. The airline check-in process was fast and efficient, boarding was smooth, and we never felt stressed or confused. Traveling with two children can sometimes be challenging, but Yes Travel made the entire experience easy and enjoyable. When we arrived in Punta Cana, transportation was already waiting for us. The transfer to Lopesan Serenity Bay Resort, Spa & Casino was quick and well organized, and the Yes Travel representatives were there to welcome us and assist with our arrival. Even though we had booked a specific room category, our hotel check-in was completed in less than 15 minutes. That level of organization was truly impressive. Our departure was just as well organized. I want to give special thanks to Luz, who greeted everyone with kindness, made sure the entire group was together before leaving the hotel, accompanied us to the airport, and stayed with us until we reached the airline check-in and immigration area. Her professionalism, warmth, and attention to every traveler made us feel cared for until the very end of our vacation. What impressed me the most about Yes Travel was their commitment to their clients. From the day we booked until the day we returned home, we always felt supported. Everything was carefully planned, and their team was always available whenever we needed assistance. If you are thinking about booking a vacation, I highly recommend Yes Travel. They don't just sell vacation packages—they make sure your entire trip is organized, stress-free, and enjoyable from beginning to end. Thank you to Liliana, Herlinda, Luz, and the entire Yes Travel team for making our family vacation truly unforgettable. We will definitely book with Yes Travel again! ⭐⭐⭐⭐⭐