Serenade All Suites, Adults Only Resort

I just got back from here and I have no complaints! The staff was friendly, the food was good and fresh! The restaurant staff was nice. I loved the entire entertainment team! Ariana,Shark, there was another guy with short,red hair I didn’t get their name but they were my faves. Wilson also was the best instructor for dancing. The dj’s played a good variety of music. I also got a massage by Mary at the spa which was amazing!

The resort is very nice and the staff friendly and helpful. The food is good. There is less night life than I expected and only sporadic activities by the pool. A great environment for relaxing. The proximity to the beach is excellent.

First time visiting Punta Cana from Canada and booked Serenade All Suites - Adults Only despite the negative reviews. Should have paid attention. Let's start from the beginning. We reached at 12 and were informed check-in is at 3; okay, fair. The receptionist was extremely rude-no greetings, smile, nothing. They took away our luggage without letting us know what they were doing with it. We figured out later that they had put them in their storage room until we got our rooms. The room itself was quite spacious, with a nice balcony and a mini fridge. The fridge has drinks but they aren't cold at all and there's no setting to make it colder. The bath tub in the room didn't have a stopper so we couldn't use it. The lights in the hallway are motion censored, but most times, on our floor, we were walking in the dark. We went to La Palapa for lunch which was decent. The buffet food is not the best except the hot stations where they made fresh food. Drinks are decent, coffee not so much. Depending on the person serving, expect to receive wildly different versions of the same drink. Dining in Koi was a memorable experience. Don't expect air conditioning in any of the restaurants on the adults only side. All of them at the family side have AC. The staff: Guest services folks, the woman who made coffee in the mornings, and the guy who booked our excursion were great, friendly folks. A bunch of them were extremely pushy for the timeshare pitch (which is not disclosed obviously) offering "free breakfast" (which is already free in an AI) and free coupons. One member of the staff kept bothering us asking why constantly. I had to be firm and say that breakfast is already free and that we aren't interested and that I'll be writing a review. He finally left us alone. The woman booking massages was the same as well. Ask them once about something and they'll keep bothering you until you book something and keeping asking "why?" The staff obviously also tried to sell us the elite package which we refused and were left alone. The pools are okay, and the beach is decent as well, but don't go swimming as it is quite murky and full of weeds. The resort has an app through which you book the various restaurants that aren't the buffet, and we could only book two through the app. There is no way to order room service through the app, but there is a way to do so with the tv. And, it takes them ages to bring the food, but at least it was freshly made which was good. We booked an adventure with the dolphins and even though the brochure mentions free lockers, we were told that's an extra charge which wasn't true. They are free. Additionally, the third party website had a much cheaper rate than what the hotel quoted us through the same third party website which was another disappointment. You can literally walk to Dolphin Explorer from the resort and pay there instead of booking through the resort. Otherwise, it was fun but expensive in CAD. We mentioned we are on our honeymoon and we didn't get anything from the resort which was disappointing.

Only been here 3 days and we should have stayed somewhere else. On the surface all is fine BUT .... all food in the buffet restaurant is cold whether it's meant to be or not and reminds me of a Butlins cafe. Staff do not want to be here that much i clear but they won't hesitate asking for your phone to write their own 5* Google review then not talking to you again for the remainder of your stay. Getting any service at all is rare let alone good service. The hotel is clean but has 0 personality or character, could be anywhere is Europe and when you travel 14 hours to get here it's really disappointing. Huge let down

One Star-a failure of management, not staff The one star has far more to do with how this hotel is run than anything else. I genuinely do not understand who decided this is a 5-star property. Whoever made that call needs a serious reality check — or to travel more. I want to be clear: this is not a criticism of frontline staff as individuals. Staff are always a reflection of management — in training, supervision, and leadership — and here, leadership is clearly absent. We choose this hotel specifically because of its high google review assuming that reflects a genuine guests experience just to understand that staff goes around asking for good feedbacks for doing absolutely nothing and going to the extreme of asking you for your phone so they can write it themselves and adding their names. From the moment my partner and I arrived, it was obvious that extracting money from guests mattered more than hospitality. At reception, we were offered a room upgrade if we paid in cash (for obvious reasons). We signed what was presented as an official hotel document, only to later realise the cash was handed directly to an individual. That same person said they would “personally look after us,” which never happened — I had to ask four different people just to get a duvet. By day three, after countless red flags, we checked online reviews (something we rarely do) and were relieved — and alarmed — to see our experience was far from unique. For clarity, here is a breakdown: Staff frequently prioritised chatting among themselves over attending to guests Staff actively solicited cash payments for room upgrades without proper hotel authorisation Staff openly bad-mouthed guests in Spanish, unaware that some guests actually speak Spanish Complete lack of customer service from restaurant hostesses Reports from other guests of items stolen from rooms Hotel management allowed tour sellers to approach guests on the beach — despite widespread knowledge that many operate scams We personally had an issue with one of these tour operators, who claimed to work with the hotel. Our tour was cancelled the afternoon before, despite being the only day we could attend. The only way to get our money back was by going to the police station. To make matters worse, hotel guest services told us it was our fault because they “can’t control the beach.” Interestingly, once I asked to speak with a manager and mentioned the hotel’s duty of care, those tour sellers suddenly stopped approaching guests. Food & beverage was equally concerning: Buffet food was acceptable at best À la carte restaurants are a waste of time — staff don’t explain how anything works and show zero interest Spoiled food was served at the steakhouse (octopus that was clearly off). When I asked the manager to smell it, he immediately understood. The response was a weak, meaningless apology Undercooked burgers served at the buffet — a serious food safety issue Steaks ordered medium arrived closer to rare Bar service was particularly poor: Many bar staff were lazy, disengaged, and uninterested in guests Tips were treated as an obligation rather than appreciation The room (after the paid upgrade) was a decent size, but nowhere near 5-star standards: Doors visibly damaged, as if previously broken into (and this appeared common across rooms) Ceiling light fittings hanging loose Faulty safe that required repair during our stay Lamps not working due to faulty plugs Dirty sheets One broken fridge (luckily there were two) We also tried to book the included water spa, only to be told there was no availability until after our departure — yet somehow, for $50, a space could suddenly be found for the exact same experience that should have been free. The glowing reviews from so-called YouTube influencers are completely disconnected from reality. We have travelled extensively, and this was without question the most disappointing hotel experience we’ve ever had. We felt misled, overcharged, and frankly robbed.