Serenade Punta Cana Beach & Spa

We stayed at Serenade Beach Resort & Spa from September 10 to September 14 as a family of two adults and our 9-year-old child. Unfortunately, our experience was extremely disappointing, and I cannot recommend this resort, particularly to families traveling with children. Family Environment One of our biggest concerns was the atmosphere around the children’s pool. On several occasions, guests were smoking marijuana in or around the kids’ pool area. We reported this to the hotel, yet the situation occurred again. During the weekend, we also witnessed inappropriate sexual behavior between adult guests in the same children’s pool area. Regardless of the type of resort, this is simply not an appropriate environment for young children. Amenities and Entertainment The resort offers very little for children. The Kids Club appeared to have only one scheduled activity per day, with very limited entertainment for children throughout the rest of the day. The evening shows were, in our opinion, extremely poor in both production and overall quality. The beach itself has nice sand, but during our stay there was a significant amount of sargassum. Food and Restaurants Food was another major disappointment. The quality was very poor across the resort. Breakfast offered limited variety, and the themed restaurants had similarly limited menus. The overall quality and preparation of the food fell far below what we expected from a resort of this category. In addition, the restaurants we visited did not have adequate air conditioning, which made dining uncomfortable. Room Issues We experienced several problems with the air conditioning in our room, which did not work properly. The television service and programming were also extremely limited and barely functional. Service Service was perhaps one of the most disappointing aspects of the stay. With very few exceptions, many employees seemed unhappy, irritated, or simply uninterested in providing good service. There were a couple of genuinely pleasant people, particularly one person at the buffet restaurant, but unfortunately they were the exception rather than the rule. Another frustrating aspect was the constant selling inside the resort. We were repeatedly approached about excursions, spa treatments, and other services. After a while, this became intrusive and annoying rather than helpful. Maintenance and Overall Condition The property was reasonably clean overall, but it clearly needs substantial maintenance. We noticed deterioration and a lack of upkeep in the rooms, bathrooms, restaurants, and several common areas. Transfer Process Because of all these issues, we eventually requested to be transferred to the neighboring hotel, which belongs to the same group although it is separately managed. Even arranging that transfer became unnecessarily complicated. We had to involve our travel agency and ultimately speak directly with the Director of Operations because we were receiving contradictory information from different parties. What should have been a relatively straightforward solution became an exhausting process. Final Recommendation For a family vacation, our experience at Serenade Beach Resort & Spa was extremely poor. Between the environment around the children’s pool, the lack of children’s activities, poor food quality, maintenance issues, inadequate room air conditioning, persistent selling, and an overall lack of warmth in the service, this was very far from the relaxing family resort experience we expected. We would not return, and based on our experience, I would not recommend this resort to families with children.

I used one of my friend membership at serenade last December and I can't complain about how special they make my wife and myself feel. Real VIP service from everyone. Hopping that my next vacation is same as last one. Serenade rocks!! I looked for excursions and choose the Saona Island 🏝 Top excursion in all the area!

Fantastic service . Great location. Very relaxing vacation. Will definitely be going back there . Highly recommended.

My experience at Serenade Punta Cana Resort was very disappointing. During my stay, I discovered blood on the sheets in my room on two separate occasions, even after housekeeping had already changed them. I immediately reported the situation to management, and later that night, I found even more blood on the sheets. Eventually they moved to another room. This room had mechanical door issues my wife got stuck in the room and I was not able to enter I had to get maintenance to jack the door open with tools. Also the room floor was wet and I fell. We had a horrible experience .

⭐⭐ Beautiful property, but serious maintenance and service problems We stayed at Serenade Punta Cana from August 27 to September 3 in the Prestige category. The resort itself is beautiful, but unfortunately our stay was affected by repeated maintenance, room, accessibility, dining and service problems. What went wrong: • Strong humidity/musty smell in Room 4315. We requested a dehumidifier and were told none was available. • TV/cable problems were reported more than once and remained unresolved. • Significant water infiltration developed across the ceiling, walls and around the AC area. After calling reception twice late at night without assistance, we eventually had to pack and move rooms close to midnight. • The replacement room was smaller and had a worse view. • Elevators failed repeatedly. We were staying on the fourth floor. I have had surgery on both knees and informed Prestige that I could not safely use the stairs. After being forced to climb them, I needed pain medication. • We requested a first-floor room for health and safety reasons. We were told in writing that the resort could not guarantee the elevator would not fail again. • We eventually accepted smaller first-floor swim-out accommodations so we would not have to depend on the elevators. • Most concerningly, during this room change we were presented with a “Liberación de Reclamaciones” (Release of Claims). The document stated the change was being offered because of “inconveniences during my stay,” but also sought a broad release and included language restricting social media comments that could damage the resort’s image. We refused to sign it. • My sister and my children found a cockroach in their room and were eventually moved. • Some towels were old, discoloured or stained. • Some public washrooms had toilets without seats. • The enclosed theatre was extremely hot due to inadequate air conditioning, making the show difficult to enjoy. • Food was inconsistent. Breakfast was repetitive, and our sushi dinner for seven was particularly disappointing. We were given limited time, restricted selections and rolls we had not chosen. We ended up going to the buffet afterward. • Bellum was unavailable toward the end of our stay, so we had to repeat another restaurant. Positives: • The resort itself is attractive and has a lot of potential. • Alan and Julissa genuinely tried to help us. • Maria at Gourmet provided excellent service, and Gourmet was one of our better meals. Overall: We understand that individual problems can happen at any hotel. The issue was the number of problems during a single seven-night stay and how much vacation time we spent reporting issues, waiting for assistance, documenting conditions and changing rooms. Many of these problems were reported while we were still at the resort to Serenade Prestige and Air Canada Vacations. This was not an inexpensive vacation, and unfortunately the experience did not meet what we expected from a Prestige stay at a five-star all-inclusive resort. Beautiful property, but maintenance, consistency and the handling of guest problems need significant improvement. Rating: 2/5