Serenade Punta Cana Beach & Spa

Location was great, short transfer from Airport, about 25 mins. We stayed Adults only side but were able to use facilities and book the restaurants in the family side which was great as restaurants were good on that side. Our suite was great, large room, bath in the middle of the room, huge bed, very comfy and coffee machine. Water and bottled drinks replaced daily. The teabags weren't however. We stayed 14 nights and had a wonderful stay. Some staff seemed miserable but overall staffing wasn't an issue. The main buffet restaurant closed during our 2nd week which was a shame as that was the best one. We then had the buffet in the ocean restaurant which was limited at times. Teriyaki and the Cut were the best ones we eat in. We had to spend x2 days in hospital as my husband had a severe ear infection but the hotel and Cora, TUI rep were most helpful. Only groan was the reception staff, 3 times zing asked to loan a steamer, never did get one. Each time I was told it would be sent to our room but it never did arrive. Trip to Saona island was amazing, idyllic setting. The beach at the hotel was gorgeous, and always sunbeds available at both beach and pools. A great experience!

Great location. Short transfer from airport. Night atmosphere was excellent with live entertainment. Room was very good except for the weird glass window shower view from the main area. Excellent overall for the price. Service was good not excellent though. The grounds were beautifully maintained. Buffet was excellent however the steakhouse and Italian was average at best and service at these two restaurants were slow. The beach was beautiful and great pool scene.

Do NOT waste your money choosing this hotel. It looks absolutely beautiful on the website but when you arrive it’s a complelty different story. There is so much to say about this holiday so I’ll have to try and keep it short and not go too into detail otherwise I could write a book!!! Firstly we had been travelling nearly 15hours with a 6month baby as you can imagine we were all exhausted! Arrived to our room and it is absolutely filthy!!! Urine all round the toilet hairs all round the toilet, toilet floor, bathroom and throughout the room. Blood and urine Staines and mould on the bedsheets too. Filthy mirrors and floors that looked like they hadn’t been cleaned in weeks!!! Rust all over the lamps. When I complained to reception they sent a cleaner up, who came with 1 cloth and a bottle of spray and used the same cloth to clean the floor and she did the sides and didn’t even touch the urine covered toilet!!! My partner then went down and had to cause a scene in reception just to get someone to come to the room to which they then eventually moved us. I complained to TUI regarding this and was told someone from the hotel was going to come see me and to no surprise no one did. I think we must have been moved to above the bin sheds as it absolute stunk of smelly rotten bins! We couldn’t even go out on the balcony it smelt that bad and had to keep the door shut because as soon as you opened it the smell would hit you! Instantly from the minute we arrived we wanted to come home. If the flight wasn’t so long and travelling with a small baby we would have got the next flight home that’s for sure! The place is running alive with cockroaches! We got speaking with another couple and they had them in their room!! they even had to put a towel and there door and cover the drain pipes as they kept getting in. They had a swim up room and said that the room constantly felt damp and even their bed felt damp so I’m not suprised I found mould on the sheets!! Couple days in we come back to the room from spending the day by the pool and the handle to the door is completely hanging off we cannot get into our room at all… again down to reception we go to ask for someone to come fix this. We had to ring reception and ask them to send cleaners as our room wasn’t cleaned for 3days straight, no clean towels nothing. We aren’t dirty people however when you’re away you expect the room to be cleaned at least every other day! Someone had been in as they had left us bottled water. I remember calling reception 3 times one day over the space of 2 hours asking for clean towels as we were going out for dinner and had to be ready by a certain time. In the end I was wondering round trying to find the towels myself as most of the cleaners rooms was left wide open! The food is absolutely horrendous I wouldn’t even feed it to my dogs. Uncooked and raw most of the time. Entertainment - next to none! Most nights it’s a ‘live singer’ they basically just play songs from a speaker we had 1 good night out of 11 which was silent disco night. The same Michael Jackson tribe act every week or just music around the pool bar in the evening. Excursions - BE VERY CAREFUL!!! We booked 2 excursions through the people in the hotel. 1 being monkey land and the other being blue lagoon. Now bear in mind we have a 6month old baby we thought monkey land would be great he told us this would be a 2-4 hour trip…. 8 hours later!!!! He never told us about the 2 hour journey there or the history lesson about coco beans and coffee beans under a tin hut in boiling heat !!!PEOPLE WAS PASSING OUT!!! you had the climb flight upon flights of steps which we also wasn’t told as we bought the pram had we had been advised we could of either left the pram at the hotel or not gone at all. Secondly Soana Island/Blue lagoon. He advised it was 2 different trips soana island would cost us $80 pp which was a Buffett and 100s of people would be queuing up for it or for $130pp we could have a sit down meal under a shelter with a luxuary catamaran. So we decided to do the more expensive option as we had the baby and would have preferred some shade. We arrive to some unorganised chaos to get on some small ferry boat no catamaran to be taken to soana island and be offered the buffet in the sun no shade whatsoever and no sight of this sit down meal the rep was on about!!! We got talking with another couple who told us they had only paid they $80pp so we was scammed out of this and surprise surprise the man then was no longer on site and could deal with it. One thing I will say is the animation team, the ladies bringing round the drinks and the gent doing the pool were great super friendly and really tried to interact with the baby. On a whole this experience here was absolutely terrible and I honestly wished I never booked it and wasted my money… the best part was getting in the taxi to come home!

Beware of this hotel! It isn't a 5 star at all! We were there for 7 days and had a horrible experience. This isn't the first visit to punta cana we've stayed at the royalton previously so we know how 5 star service is in punta cana. Our first day we arrived we went to the pool while we waited for our room to be ready. My husband and son (12 years old) went to the bathroom to change and another guest who was extremely intoxicated came in with his penis out his pants urinating all over the place almost hitting them. We finally get our room i pulled out the sofa bed for my son to sleep on and it was full of urine stains. I told our air transat rep the following day what was happening and he spoke to the reception. They changed our room on our 3rd day 2x and they were in worse condition than the 1st, no ac worse piss stains. We returned back to the 1st room and thats when guest services contacted us asking what can they do to fix the issues. By that time I wanted to leave the resort and go to another but that couldn't happen. We didn't know what they could do so we asked for our troubles if we can get massages at the spa, they said no they couldn't give us that because somehow the spa isn't a part of them. They then offered for them to make us our a la carte reservations.. (we had already booked everything) so then they said they'd get back to us.. never did. We went to the Italian restaurant and ordered the chicken parm which knowing already that the breaded chicken was good from a previous resto, while I was eating it I noticed I ate raw chicken! That did it for me I just wanted to go home by then. On our 5th day they finally decided to bring us a new mattress for the sofa bed (a little too late). The food is not great, there isn't any theme nights, the entertainment was a joke I died of laughter watching the Michael Jackson perform. I honestly was taking the other reviews with a grain of salt because they were very mixed but seriously stay away... no one smiles there everyone looks miserable or they look like they hate their job and each other..

First time at the resort. Beach was beautiful & entertainment was great. Martin made the experience memorable!