Serenade Punta Cana Beach & Spa Resort - All Inclusive in Punta Cana

I am writing to share my recent experience during my stay at your resort from November 29th - Dec 2nd with my friends. We had high expectations based on the resort’s beautiful features and the enticing option of a swim-up room.

Regrettably, our experience was marred by significant issues with service. Throughout our stay, the majority of the staff seemed to ignore us. Simple requests like towels and toothbrushes went unfulfilled, and we often struggled to receive service at the bar. Even when we politely inquired about basic items, like orange juice at the buffet, our requests went unanswered.

As African American women who work hard and choose your establishment for a much-anticipated vacation, we felt an unsettling bias in the customer service we received. It appeared that we were treated with undue rudeness and aggression by some of the staff, which stood in stark contrast to how other guests were attended to. The darker the Dominican, the ruder they were to us!! The exceptional service we received from a few staff members – Kinsey, Angel, Mercedes, Rayna, Francisco, and Joel – was greatly appreciated, but unfortunately, it did not represent our overall experience.

It’s disheartening to feel unwelcome or undeserving of the hospitality that your resort should embody, especially when such disparities were evident during our visit.

I would appreciate your attention to this matter, as it is essential to provide all guests with a respectful and enjoyable experience.