Debora was absolutely the BEST! Ramon, Melvin and Derriie were the absolutely best at taking care of our needs in terms of food and drinks. The resort was amazing overall I would say that they should considering changing up the menu a little at the Mexican Restaurant to add some real Mexican flare but I believe that we they get fully opened things will continue to grow and evolve. I am looking forward to returning for another visit once they are fully open.More
This new hotel is beautiful and the staff is wonderful! The food was some of the best I have eaten! It is a great time to go here and enjoy the peace and quiet. I can't say enough about how great the hotel is. There were two areas that need to be corrected. 1. They don't accept American Express. Even though I made my reservation with it, once I got to the hotel they would not take it which made a very uncomfortable situation for the desk staff. Not pleasant for anyone. 2. It seems they chill the pool which led to no one in it and no one at the swim up bar. Too Cold. I will go back and hope they honor AMEX next time.
Hi Key,
Than you for choosing Serende Punta Cana for your vacation.
We love the fac that you took a moment of your time to share your experience with others in this way. Thank you for highlighting our beautiful facilities and facilities. We also appreciate that you highlight our service and the quality offer.
Our goal is always to improve our service, we generally receive few clients using this method, but we will implement it for the peace of mind of our clients.
Hope to see you soon!
Best regards
We were there in mid February from a Sunday to Friday. We arrived to a beautiful property and smiling eyes (can’t really see smiles due to the masks, and we were quite impressed. At check in we were instructed to Make reservations for dinner at the steak house that night. I said “what if we don’t want to eat at the steak house tonight?” We were told that was the only restaurant open other than the buffet that night. So, the buffet is the only option for breakfast. The “Mexican” restaurant is the only lunch option, and there is one specialty restaurant, or the buffet each night for dinner. There is a sports bar that is open from 9-9 (Darrie makes an incredible Malibu cranberry) and a very limited room service menu also from 9-9. However, neither my wife nor I were impressed with the quality of the food.
- [ ] The room was beautiful! We upgraded to a premium suite with an outdoor jacuzzi which was very nice. We also liked the idea of this room category being eligible for the “preferred club”. Unfortunately this was of very little consequence, as very few of the amenities that are listed for preferred members were offered. There was a special place on the beach (we’ll get to the beach in a minute) which was nice with comfy chairs, and a bar off the beach for drinks, but no one ever came to offer drinks while we are on the beach and there was certainly no food options offered as advertised. Again the room was beautiful, and the staff was very nice. They just seemed somewhat ill informed. They did not know when things were going to be open or what/ when events might be happening. Honesty, aside from a musician in the lobby at dinner time, there was no structured entertainment that we noticed. There was very little communication in writing regarding the hours of operation of the restaurants or activities. We are used to having some sort of schedule to be able to plan your day to maximize fun, but we were unable to do that at this resort.
- [ ] The beach.... yes there is sand, and beach chairs and thatch roofed umbrellas. It’s beautiful. And if you like to just sit on the beach and look out into the ocean, this works. But if you like a beach that you can get in the water and enjoy the surf, you should look elsewhere. The seaweed is overwhelming. The staff clean the beach of it daily, but the resort must be in an area that continuously brings seaweed onto shore. The waves are small and the seaweed makes the water unenjoyable to get in.
- [ ] Casino- there is no casino. There is clearly a spot for one and the sign says ”coming soon”, however through the window, all you see is an empty unfinished room with cinder block walls and exposed wires. There will not be a casino there for a while.
- [ ] I guess in summary, I would say that it really depends on what you like when choosing this resort. If you like laid back no schedule relaxation. An ocean with seaweed, and ok food. This place is for you.
Personally, I need a bit more of a schedule and the touted amenities to be functional if they are being paid for.
Hi N9242QIjasonc,
Thank you for staying at our hotel and sharing your opinion.
The honest feedback from our guests is extremely important to us, as it helps us improve every day. However, we concern we did not fully met your expectations and we hope you can accept our apologies for the inconvenience caused.
Our staff is characterized by providing a deferential service in all areas indistinctly. We always remind our customers that due to hygiene regulations because the COVID, closed spaces as the casino or disco are not in operation, in the same way we maintain strict control through the adequate rotation of our restaurants, as we mentioned earlier, sory for the inconveniences. we appreciate all our guests and we know the importance of providing exceptional service to all. Your comments have been forwarded to the departments involved in order to avoid future recurrences.
Best regards
Hotel Management
We booked this hotel in jan 2020 to travel dec 2020
Before we traveled we contacted the hotel to ask if everThing would be open and they said yes,
On arrival you could see straight away that things where not, only buffet was open and one other restaurant per night, the pools where finished and that’s all,
The second night of our stay our room flooded so we was told that we had to move.
They moved us and the sink was leaking in that room , we took photos of the unfinished areas , which was quite a lot, sent them to our holiday rep. Who contact the hotel, we was called to managers office , on Xmas eve and told we had to leave the hotel immediately, due to the fact that we had sent the pictures over to our rep, The management of this hotel was absolutely disgusting towards us, they then said we had broken the sink, no the plumbing was not screwed up under the sink,
There was no entertainment at this hotel, the staff were overworked we never got any refund for the night we could not stay, and even threatened us with blackmail, for sending the photos over to our holiday company,
We ended up having to book the hard-rock and we couldn’t of got better service, I would say avoid this hotel at all costs you will be totally disappointed,
The hotel room are nothing special, and don’t bother with the swim up room, the smallest pool you will ever ,
Hi psquires,
Thank you for staying with us and sharing your opinion.
The honest feedback from our guests is extremely important to us, as it helps us improve every day. However, we concern we did not fully met your expectations and we hope you can accept our apologies for the inconvenience caused.
Our staff is characterized by providing a deferential service in all areas indistinctly, we appreciate all our guests and we know the importance of providing exceptional service at all time. Your comments have been forwarded to the departments involved in order to avoid future recurrences.
Best regards
Hotel Management
stayed for 3 nights Feb 12 - Feb 15 2021
Wilson at check in desk is over worked and possibly underpaid. He didn't seem enthusiastic to see/greet new or existing guests approaching front desk. He was always there morning, noon and night. He needs a break to be able to provide great customer service with a smile.
Room 5410 AC stop working after night 1.
Housekeeping delivered towels with bugs.
No screens on balcony doors so you can't leave open to listen to ocean. Lots of Mosquitoes!
Some areas of resort roped off for those who decided to pay more....not every part of resort or beachfront lounge chairs can be accessed unless you have special a bracelet which cost an additional $90/night more pp.
Buffet Food is mediocre for breakfast lunch and dinner. Worried that not enough precautions for COVID are being taken. Dining customers touch same tongs for self serve buffet. The other half of buffet was handled by staff but food & condiments were setup in a way that easily allowed contamination. Temps checks weren't consistently done and sanitizer was not always enforced to use. People wore mask though.
The Cut restaurant food was almost as bland as Buffet food.
Covid tests are $35pp unless staying at resort 4nights or more.
Seaweed is cleaned from beach every morning but it washes ashore again by noon.
Beach swing, deck, palm trees and abandoned boat a few minutes down along beachfront. Great place for pics.
Would we stay here again? Maybe if they invited us back for a discounted stay to make up for the unremarkable stay we just had and improved buffet setup to reduce possibility of food contamination.
Water games and slides were pretty cool.
Hi Miller,
Thank you for staying with us and sharing your opinion.
The honest feedback from our guests is extremely important to us, as it helps us improve every day. However, we concern we did not fully met your expectations and we hope you can accept our apologies for the inconvenience caused.
Our staff is characterized by providing a deferential service in all areas indistinctly, we appreciate all our guests and we know the importance of providing exceptional service at all time. Your comments have been forwarded to the departments involved in order to avoid future recurrences.
we look forward to having you back in the near future and offering you an experience that lives up our standards.
Best regards
Hotel Manager
With family took this hotel from 5.02 till 19.02. Have a very big surprise, when we arrived early morning, our room was ready in 1 hour (we did not wait till afternoon), champagne and fruits were already. Territory is very convenient. Food choise is not big but its very tasty!. Live music every evening, Special thanks to Deborah from animation team - she likes children and a lot of children always around her. Thanks to Andy - barmen at lobby for tasty cocktails every evening, and Maria - from restaurant. We have a good time here!!! This is the best hotel at this side of island, as vell as hotel team!
Hi Inafta,
Thank you for choosing our Serenade Punta Cana for your vacation.
We are very grateful that you have taken the time to share your experience with other travelers and also we thank you for highlighting important aspects of our facilities like our turquoise water territory and our restaurants, in addition to our delicious gastronomic offer and our wide range of beverages. In the same manner, we appreciate that you mention some of our collaborators, especially those who have given you a special service, without a doubt we will send you your comment.
We hope you will soon return to our beautiful tropical paradise on this side of the Caribbean.
Best regards
