Serenade Punta Cana Beach & Spa Resort

So nice place with good personal! Chokolate is the BEST!!! Will come back

Good experience

We’ve been to DR several times and this has been the worst experience ever. The only positive things are the food was ok and the pools were nice. Negative 1) most of the staff is unfriendly, overworked and can careless about what the customer needs. The only time they will do anything for you is if give them money so I gave all the tip money I brought to the guys who clean the pool area because they were more deserving. Bass gave us a tour when we arrived and was the friendliest person there. 2) it smells like sewage. I thought it was the seaweed but we are currently at villa about 20 minutes away with the same seaweed problem but no sewage smell. 3) we were a group of 12. My mom is 88 and was having trouble walking and we were able to get the last available wheelchair, which was great. The following day mom just couldn’t stand the sewage smell and didn’t feel well enough to go to lunch so we put some soup and fruit in a bowl for her and were stopped at the door by the manager who said we weren’t allowed to take food out so I explained the situation and she said I had to order room service so that food gets thrown away. I go to the room followed her instructions and for an entire hour no one picks up the phone. Then I learned that room service only serves fast food like burgers and fries which my 88 year old mom or anyone who isn’t feeling well will probably not eat. I had to call the travel agent who felt horrible about my situation and called the hotel and spoke to an operator named Edgar who was amazing and made sure my mom was taken care of. 4) elevators are unreliable and we got stuck in one at night with my mom the fan turned off and it wouldn’t open. The alarm didn’t sound and no one picked up the phone for 5 or more minutes which felt like 30 minutes. I asked the front desk if we could be moved to a lower floor and they wanted to charge me about $120 because the first floor has a swim up pool. We shouldn’t have to pay extra because there elevators are broken so we were sitting in the buffet area while they fixed the elevator. I saw Bass ( the person that gave us the tour) and explained the situation and he showed me where the emergency elevators were located( why didn’t the front desk tell me this ?) 5) my brother had dirty sheets in his rooms and my mom and kids had no towels at all in their rooms. 6) you can’t order nachos from the sports bar to eat at the pool but you can order food from the food truck at the beach and eat that food at the pool. You can also drink beer in glass bottles at the pool and that is ok. We went to the Mexican restaurant at 3:40 and I asked the young man who was very polite if we could still order and he said sure but the chef stopped him and said no we are closed. The restaurant closes at 4pm. 7) no one brings your luggage to your room. You must bring all of your luggage to the golf cart and they drop you off at your building where you unload your own bags and bring them up 4 flights of stairs in 90 degre