TripAdvisor Traveler Rating

Our stay at Serenade Punta Cana was wonderful, but the entertainment team truly made it exceptional. The resort is beautiful, clean, and very relaxing, but the energy, kindness, and dedication of the entertainment workers stood out the most. A special mention to MARIA, who was absolutely amazing — so warm, engaging, and genuinely caring. She made everyone feel welcome and brought such positive energy to every activity. The entertainment team is truly the heart of the resort and made our experience unforgettable. Highly recommend!

This was an absolutely unacceptable experience, especially for a hotel that claims to be five-star. From the moment we arrived, the service was a disaster. The check-in process was handled by a staff member who was clearly stressed and displayed a rude, unprofessional attitude. Although his behavior later improved, the initial treatment left a very bad impression and was noticed by everyone in our group. I was charged more than what was clearly stated in my reservation, and no invoice or breakdown of charges was provided. When I asked for an explanation, I was dismissively told, “That is the cost,” with no further clarification. This lack of transparency is completely unacceptable. One of the rooms had a broken air conditioner, which somehow went unnoticed despite the room being delivered late, almost at 4:00 PM. Because of this, we were forced to waste most of the day changing rooms, missing out entirely on the beach and pool. Losing an entire vacation day due to poor hotel management is inexcusable. To make matters worse, two of the rooms had dead cockroaches on the floor, clearly visible. If the rooms were cleaned, these were deliberately left behind, which is disgusting and unacceptable at any hotel, let alone a five-star property. Housekeeping was practically nonexistent. Our rooms were never cleaned during the four days of our stay, and the minibar was never restocked during that time. Getting towels was a constant struggle. We were given only two towels in rooms occupied by three or four people. Beach towels were never available, despite having the required tickets. Every attempt to obtain them was unsuccessful. The shuttle service was useless and unreliable. Aside from the initial arrival transfer, it was never available during our stay, even after repeatedly requesting it. On the day of checkout, no shuttle was provided at all. We were forced to carry all our luggage to the parking lot with an elderly adult and four children, which was extremely inconvenient and unsafe. The food was terrible. The buffet offered no variety and served the same poor-quality options every day. The à la carte restaurants were constantly full, making it impossible to secure reservations for the first three days. When we finally managed to get a reservation, the experience was just as bad: the food was awful, it took over 30 minutes just to take our order, and the wait for the food was so long that one of the children fell asleep without eating. I could go on, but this already says enough. I have stayed at far cheaper hotels with fewer stars that offer significantly better service. This hotel is a huge disappointment, a complete waste of money, and nowhere near deserving of its five-star rating.

We would like to give special recognition to Andy Narciso, the AYB for all six restaurants and buffets at Serenade All Suites Punta Cana. Andy does an outstanding job coordinating and supporting dining service across the entire resort. He is extremely professional, attentive, and always present to make sure everything runs smoothly. No matter which restaurant or buffet we visited, Andy was friendly, helpful, and ensured guests received excellent service. His organization, positive attitude, and dedication truly elevate the dining experience. He is a key part of what makes Serenade All Suites such a great place to stay. Thank you, Andy Narciso, for your hard work and exceptional service!

Everything is very nice, food, areas and people, I will come back next year and recomend this resort to everyone. Make a lot of friend

Amazing trip. Food good beach good Been to punta Cana a couple of times but this hotel was amazing. Had luxury tropical garden view but was given 4 th floor room with living room and 2 bathrooms huge balcony, at lunch at Mexican restaurant was good only didn’t like this one chef there. They make rotisserie chicken and he didn’t really want to give it out but the other days they were someone else at no problems. Hotel is modern. Coffee is good can’t complain. If you look for a problem, you always will have one.