Lopesan Serenity Bay Resort, Spa & Casino

Margarita Torres

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!

Candi Sargeant

Subject: Formal Complaint Regarding Discriminatory Treatment and Forced Relocation Dear Lopesan Corporate Team, I am writing to file a formal complaint regarding the treatment my family received during check‑in at your property. What occurred was not only unacceptable but deeply concerning, and it requires immediate corporate review. Upon arrival, we observed that all non–African American families were promptly checked into Serenity Bay, the section we had booked months in advance. Despite having a confirmed reservation, we were told that no rooms were available and denied access to the accommodations we paid for. Immediately after our refused reservation, a family of nearly 15 arrived and received their rooms. I had 3 people…so how is it that no room for 3 but room for 15? Social media has been reporting these types of cases and at this out I am prepared to report higher. We were then forced to accept a room at Lopesan Costa Bávaro, an older section of the resort that was noticeably in need of cleaning and maintenance. This downgrade significantly impacted our vacation and left us feeling singled out and dismissed. Sonia Pierre confirms the relocation was a direct mandate from corporate and her hands were tied. To make matters worse, the golf cart driver who transported us from Serenity Bay to Costa Bávaro stated that Serenity Bay had no African American guests checked in at all. This comment, combined with what we witnessed at check‑in, raises serious concerns about discriminatory treatment and the handling of guest assignments. I am requesting: A formal review of this incident A written explanation of why our confirmed Serenity Bay reservation was not honored Any internal findings related to staff conduct or discriminatory practices Appropriate compensation for the downgrade, inconvenience, and emotional distress caused Please confirm receipt of this complaint and advise on the next steps in your review process. I am prepared to provide additional details, photos, or documentation as needed. M

Eugenia Viera

The service was magnificent. Arline Abreu and Sonia Pierre from public relations were fantastic and very helpful. You can come, it's excellent, and I loved the Serenity bar with Santana. Everyone was attentive and friendly, great conversationalists. The manager, Sonia Pierre, comes out to talk to customers in the area. Very professional. Sonia, more than a manager, I can't wait to see you. Thank you for your attention, Arline. The public relations team is pure love; they're the best. The bartenders are very friendly; we didn't lack anything.

JAVIER DE LA ROSA MIRABAL

The service was magnificent, the food, the bars, Santana from the Serenity bar, Arline Abreu from Guest Service, Mrs. Sonia Pierre, the public relations manager, the help they provide and the magnificent service, we are having a great time

Adrian Acosta Gonzalez

The opening was terrible 😑 None of the seafood restaurants at the Lopesan Serenity Bay complex are good; you have to end up eating at the buffet. They take forever to bring the food, the inexperienced staff don't know where the tables are, they mess up the orders—in short, almost everything is a disaster. Everything is closed, there's no buffet for now, you have to go to the Costa Bavaro if you want to eat well. This has been a disaster. All the rooms at the Serenity Bay don't have air conditioning; they supposedly fix it, and when you turn around, the air conditioner is broken, and this is supposed to be a new hotel! The reception staff don't know what to say anymore; there's no manager to complain to. They say they'll fix it, but in the end, nothing happens. Everything stays the same. After having to move to the Costa Bavaro for a night because they wouldn't fix the air conditioning, we went back the next day and it was still the same. SO I RECOMMEND WAITING AT LEAST A YEAR AFTER THE FULL OPENING BECAUSE THIS SOFT OPENING IS A DISASTER