Serenade Punta Cana Beach & Spa

This was our second stay at this hotel, and unfortunately we were extremely disappointed. The biggest issue was the staff, who were generally unfriendly and unhelpful. In particular, the team at the Sports Bar was consistently rude and seemed unwilling to assist guests. The housekeeping staff also repeatedly failed to leave the necessary bath and face towels in our room, despite this being a basic requirement. What was most shocking was that everything seemed to revolve around tips. Staff members openly left tip containers visible, making it very clear how the system worked. As European guests who are not accustomed to constantly tipping for basic service, we felt that we were treated differently from guests who tipped frequently. The difference in attitude and attention was obvious, and it left a very bad impression. The buffet restaurant had only a handful of employees who were genuinely friendly and efficient. Most of the staff appeared disorganized, and during dinner the dress code and hotel rules were clearly not being enforced. Another major problem was the pool area. Some guests were allowed to play very loud music through their own sound systems and shout constantly, creating an unpleasant atmosphere for everyone else. There seemed to be no effort from the hotel to manage the situation. The elevators were another clear sign of poor maintenance. They were frequently out of order, often dirty, and showed a complete lack of basic upkeep. Several buttons were damaged or had been replaced incorrectly, giving the impression that maintenance was neglected and that little care was taken to keep the facilities in good condition. We had chosen to return because of our previous experience, but this visit was completely different. We left feeling very disappointed, and we certainly will not be coming back. A very poor experience overall.

I do not recommend this resort to anyone! I live in Ontario Canada and just got back. We went from July 23rd-30th. This is my ninth resort and it's definitely not on the top of my list. If you want a good one go to Samana in Dominican go Gran El Portillo, I went two years ago and it was amazing, or just go to another resort in the Dominican that is not this one. I apologize for my lengthy email but I feel like this is important to share and must say u never write reviews. At this resort there are people outside of the breakfast restaurant area harassing you trying to get you to go with them on a stupid tour. My husband and I told them on various occasions that we weren't interested and they persisted, it was very annoying because we just wanted to go for breakfast. I did the tour once with my husband when we had no experience at another resort years ago in Dominican and basically they want to take you to the resort next door to have breakfast with you and then show you all their VIP areas, then they bring you back to our resort to show you those areas also and try to sell you a package that you aren't interested in for 20 thousand dollars. This also happened to another couple we met at the resort that were there for two weeks. We just got back on the 30th of this month. I have to mention that My husband, brother, sister in law and her son went to the lobby in the room where they sell excursions right beside the club called VERTIGO and there was a girl and a guy in the room wearing a white & green uniform that was labeled something like TORTUGA TOURS and they sold us a SAONA island excursion for 580 dollars American. We paid it with a credit card and got a receipt and everything. They told us that we would be going to the excursion on the 28th and had to be at the lobby at 7:25 first thing. The man told us that he himself would be there waiting for us in the morning. We waited and waited and were the first ones in the lobby and we were there by 6:50 in the morning. We saw people coming and going and leaving on their excursions and people even calling for Saona Island, we then went to ask the lady and she said she only had another person's name. My husband asked like 10 different people asking if they had our names on a list and nothing. 730, 8:30, 9:30 and nothing, at this point we were pissed off and we went to go look for the guy at the excursions sale office in the lobby and he wasn't there. The guy that was there was someone completely different (different uniform) and said he didn't know who those ppl were that sold us the excursion and that they should have not been in that room, basically implying that they snuck in or something, we were so pissed off. My sister in law had the mans phone number that sold us the tickets and she messaged him right away on WhatsApp as he had given us his number. A while later he showed up and said he was calling his boss etc etc.. he also said someone was at the front waiting for us to approach them apparently instead of them calling for us. The person even took a picture of the people at the lobby at the time and my husband appeared in the pictures which means there was someone actually there that never called our names or anything. We then asked for a refund and the man called his boss supposedly to talk to him for about an hour or so. He then took us back to the excursion room where there was no one at that moment and my husband once again gave his credit card info for the full refund and they gave him a receipt and everything and said we would get a full refund in exactly 72 hours and be able to see it in our bank accounts. It has now been a week since and nothing. We are back in Canada now and my husband messaged this man on WhatsApp two days ago very upset and asked him why we haven't received our refund. The man replied saying he is waiting for it to be processed and it's waiting approval from his boss or something like that and that as soon as he had information he would let us know. We called the bank today and explained everything with transactions and receipts as proof and they gave us a complete refund and these horrible people are being investigated now. I will never in my life go back to a Serenade. The hotel should be controlling who is coming in and out of this resort and they do none of that. I know not everyone has this experience and the resort overall is beautiful looking, food is like a 67 out of 10 not amazing but not bad but the fact that they don't control this really upsets me and I think it is the worst service ever. I also have been feeling sick since I got back with lots of diarrhea, nausea and dizziness, so I don't think they handle food properly either.

We had an amazing family experience at this hotel. They have great AC in the rooms, it’s so humid ;). We enjoyed all the pool activity they had and night entertainments. A special thanks to Beyonce from the entertainment group that made all the parties unforgettable :)

It was out first experience, family loved it, food was amazing, room was excellent. Staffs and entertainers are fun. The beach had lots of seaweed, not a great experience 😕 on beach side. Great shows in the evening. Overall I would recommend 👌

It started out good but free drinks are great but the food is not good for weak stomachs. My mother n law got diarrhea and had to be hospitalized because she was pooping on herself. As a grown women pooping on herself because of the food. My pregnant women was throwing up and pooping all day the next day after eating the food they served I was also a victim of there food and was pooping all day as well. It was a horrible ride home because it was the last day. The food wasn’t even good so 100% it is not worth it. Also, they are stingy on towels as well you can only ask for two towels at a time in your room. You will also experience bug bites all on your body while in your room. ‼️ THEY WILL EAT YOU ALIVE ‼️ Also, if you don’t speak Spanish some workers will catch mean attitude.!Horrible experience wouldn’t recommend it. On top of that my women’s mom has been in the hospital for 4 DAYS. We ended up finding out she got ‼️‼️Salmonella AND EColi‼️‼️‼️ Be careful eating the food of your gonna go cause you will get sick undoubtedly. The baby we had with us also got sick!!!! THE BABY!! They made our last day and the trip back horrible. I wish I could give it negative stars cause if it was I would give it a -4/5