Lopesan Serenity Bay Resort, Spa & Casino

Margarita Torres

UPDATE: After my review and several complaints, the manager, Sonia Pierre, offered compensation during my stay, but once I returned home, that offer was no longer acknowledged and was treated as if it had never been made. Zero ethic and follow through on behalf of Lopesan. They generate fluff replies and offer ZERO concrete solutions. They offered me a 2 night stay in the future when I made very clear that I have no plans on ever returning to this poorly run operation. Shame on you Lopesan! We were placed in Lopesan Serenity with our family and child, although we booked their Splash Cove hotel. This new Lopesan complex is simply not ready to operate as a 5-star resort. They had to shut down every single room at the Splash Cove due to major difficulties (including an apparent rat problem). So we (and dozens of other families) were placed in the adults-only Serenity as a result. What made the experience even worse was the lack of communication, accountability, and urgency from staff when issues were brought to their attention. From the moment we arrived, we were assigned to a different hotel than the one we booked without any explanation. Our room contained half-consumed drinks left behind by previous guests, no towels, and a smell that I can only describe as bathroom sewage, raising serious concerns about housekeeping standards. There was a power outage during our stay, and afterward the air conditioning never worked properly. We are unable to sleep comfortably due to the air conditioning failure. The lobby, buffet, theater, and other common areas were uncomfortably hot, making it difficult to enjoy meals or evening entertainment. We had to skip out on events because the air conditioning is not working. At times, the restaurant was so hot that we chose to eat outside, only to deal with flies while trying to enjoy our meals. The elevator stopped working so if you struggle with stairs, take note. If you are traveling with the elderly or children, do not come here! On multiple occasions, the resort also ran out of basic items, and the response from staff and management was dismissive rather than helpful. See the picture of the ice cream shop with all basins empty. They currently have no pool towels in the pool area. Also, the beach is not easily accessible. The overall aesthetic and atmosphere also fell far short of what was advertised, lacking the beauty and ambiance we expected from a luxury resort. See the attached picture of the dark buildings and exteriors. I’ve tried to speak to management repeatedly times but the lobby lines of angry guests is far too long. I’ve emailed - no response. This hotel feels like it’s still working through major operational issues. Save yourself the headache, disappointment, and expense!

Cathedral Perkins

They just opened on the 7th. I was there on 14th for a week. Babyeee . Excellent in every area. Food service THE DECOR IS AMAZING

Terra Oragunye

We had such a great time on our girls’ trip! The animation crew was fantastic, and Diamond especially made our stay so much fun. A special thank-you to Marisol in room service, who was also wonderful! The food was better at some locations than others, but the fruit was always fresh, and we found plenty to enjoy. They have the best hotel gym I've ever been to as well. We’re already looking forward to coming back next time with the kids! Thanks for a memorable getaway!

Liz

The hotel was beautiful, clean, and had a very pleasant atmosphere. The pool bar staff were friendly and attentive, and I would consider staying here again based on the property itself. However, the way I was treated by one employee at Yolo, the 24-hour fast-food area, was deeply disappointing and negatively impacted my overall experience. During my visit to Yolo, I was having difficulty getting comfortable in the chairs. Rather than handling the situation discreetly and respectfully, one of the employees loudly and rudely commented that I did not fit. This happened in front of other guests and left me feeling embarrassed, humiliated, and disrespected. What made the situation even worse was that I never received an apology. I did not let this incident go unaddressed. **A formal complaint was made regarding the employee's behavior, but I was later informed that the complaint could no longer be found.** This is extremely concerning and adds to my disappointment. When a guest takes the time to report an incident involving disrespectful and potentially discriminatory treatment, the complaint should be taken seriously, documented appropriately, and followed up on. Having a complaint seemingly disappear only adds to the frustration and leaves me questioning how seriously these concerns are handled. All employees should receive proper customer service training and understand the importance of treating every guest with dignity and respect, regardless of their body size. As a plus-size person, I should not have to feel judged, embarrassed, or discriminated against while spending my hard-earned money to enjoy a vacation. Every guest deserves to feel welcome, comfortable, and respected. If you are a plus-size traveler, I encourage you to consider my experience before booking a stay at this resort. It is truly unfortunate because the hotel itself was lovely, and several staff members provided good service. However, one employee's unacceptable behavior, combined with the apparent loss of my complaint, left a lasting negative impression. **Everyone deserves to enjoy their vacation without being shamed or humiliated because of their body. Respect, dignity, and good customer service should never depend on a person's size.** I hope management takes situations like this seriously, improves staff training, and implements a better process for documenting and addressing guest complaints so that no other guest has to experience what I did.

Reyna cruz

I have had a wonderful experience at Caoba Lagoon Resort in Punta Cana República Dominicana! The accomodations are superb and the food is fantastic! I will absolutley come here again!