Ratings based on 29 Verified Reviews
3.0 Room cleanliness
2.9 Service & staff
2.7 Room comfort
2.9 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 4 May 2021
The property charges separate for electric and they don’t advertise it on their site, later went to Pool and it was dirty and full of leaves, they don’t fumigate so prepare for mosquito bites
Comment from Hotel Management
4 May 2021 by Reservas, Hotel Management
Dear Dibenise Sanchez, you claim ignorance and your bad comments are false because it is clearly written on the Expedia page that it is charged for electricity fee, and you can find this text in the details and Extra Charges section with the text: This property charges consumption-based electricity fees.
Also, in Serena VIllage they spray against insects 2 times a week, and all the pool areas are very clean.
by A verified traveler
Posted 29 Aug 2020 on Orbitz
They wanted to charge for internet and electricity. Do not stay here.
Comment from Hotel Management
29 Aug 2020 by Reservations, Hotel Management
Your Feedback is false, because you have never arrived in Serena Village and have only made a reservation to pass the immigration controls, which ask for proof of where you are staying.
Since you cannot cancel this reservation in Orbotz, as it is a non-refundable rate, you have written this false comment, hiding your identity, but, as this week we only had 1 Orbitz reservation, we have quickly identified your identity.
In addition, it is clearly written on the Orbitz page that the electricity charge is not included and that the internet is not included either.
You should read the booking terms and conditions before booking.
Please do not write false comments, because you have never stayed, and since you cannot cancel your reservation, now you write this false comment.
by A verified traveler
My worst stay
Posted 7 Jun 2020 on HotelsFirst of all be prepared to pay cash. These are condos and 20 minutes from any beach. Beware the photo shows a beach and nothing tells you that it’s not on the beach. I didn’t look at the map as that’s the only indication that it’s not beach front. There was no restaurant on the property. There was no gas in our unit so we couldn’t cook as well as the lighter they gave us didn’t work so even if we had gas the stove wouldn’t light. No hot water for showers! The bed in the secondary bedroom was terrible. Very old spring style mattress, if you need a good mattress, this isn’t it! Oh I almost forgot, you need to pay I advance for electricity which was another $10. There was nothing to warrant a resort fee but they charge one. I would never stay here again or recommend this place to anyone!
Comment from Hotel Management
7 Jun 2020 by Serena Village, Hotel Management
Dear customer, your review is false, because is written everywhere that is an Apartment and not a Resort, as you have tried to make your wife believe when you have booked.
In addition, both in the description and on the map it clearly shows ewrite Veron, and it is shown that there is no beach in the residence, and in the description is clearly written that the Bavaro beach is to 22 min by car.
It should also be noted that it is written in the conditions that the electricity must be paid. The apartment have Gas and a completely new stove purchased 1 month ago, if you wish we can invoice the purchase of the stove and prove that it is new.
The apartment has new sheets and beds, and the pillows were still in the plastic, and this shows that they are new, just bought.
The apartment also has an electric water heater, which needs to be pre-heated and turned on 5 minutes before bathing, as is customary in the Dominican Republic.
Before writing falsehoods in the comments, you should avoid telling your wife that you have booked a stay at an expensive resort, and then take your family to an inexpensive apartment in a gated community, where clearly for 6 people you spend far less than a all-inclusive resort, and then regretting and comparing the Serena Village to a resort, which clearly cannot be compared to being a residential apartment.
by A verified traveler
Posted 16 Jan 2020
Comment from Hotel Management
16 Jan 2020 by Reservas, Hotel Management
Gracias por su Comentario.
by A verified traveler from New York
Posted 14 Aug 2019 on Orbitz
Safety, prompt response from management and staff, and excellent communication with the security guards. Two thumps up.
Comment from Hotel Management
14 Aug 2019 by Serena Village, Hotel Management
Thank you for your comment. You are welcome!
by A verified traveler
Not value for my money
Posted 8 Jun 2019 on HotelsFutton not comfortable, not provide soap for shower, surprise charges like power and fee for person. Hotels.com promote $30 per night at the end with all extra fees I was paid $100 per night
Comment from Hotel Management
10 Jun 2019 by Serena Village, Hotel Management
Dear customer, you have performed Late Check-in at 22.00 (10.00 PM) and in respect to reservation terms and conditions, we charge US$ 50 for late check-in after 19.00 (7.00 pm) and you knew about the extracharge for late check-in, because we talked by mail before your arrival. In the Hotels,com ad expedia terms and conditions section, is writed, Optional extras: Late check-in fee: USD 50 for check-in between 7 PM and 10 PM.
You need to know
Extra-person charges may apply and vary depending on property policy.
This property charges consumption-based electricity fees. For more details, please contact the office using the information on the reservation confirmation received after booking.
By reserving all customes accept this terms and conditions and can't claim ignorance after reserving.
by A verified traveler
Posted 30 May 2019
Comment from Hotel Management
23 Jul 2019 by Serena Village, Hotel Management
Claramente su Feedback es falso, porque tampoco se ha identificado. Seguramente usted es un competitor que solo desea dañar nuestra imagen.
by A verified traveler from Tampa, FL
Posted 25 Feb 2019 on Travelocity
Is the WORST property that I’ve been! Doesn’t have TV and there’s much more payments to do after the initial made, as example the electrical service. The worst of te worst, also they require a PayPal 100$ payment as a deposit fee that acoording they policies says 14 days to get back, and now they say my that will have my money back (100$) on 14 working days, is insane! I wouldn’t recommend to anyone or any tourist to go to this property, I’m a pilot and I’ve been in some places around the world but this one is THE WORST in my life!
Comment from Hotel Management
2 Mar 2019 by Reservation Department, Hotel Management
Dear customer, we have refunded your deposit of US $ 100 in 14 days with PayPal. This is your thanks for the reimbursement, and also for not charging you the key to the stove that you have damaged and then you have stuck provisionally with glue so that it is not discovered, and we do not charge you for the damage you have done.
by A verified traveler
You get what you pay for . . .
Posted 11 Oct 2018 on HotelsThe apartment was described correctly however, we were not used to paying for electricity in advance and were concerned to use electronics or appliances to avoid running out of prepaid power. The room has an ant problem. We discarded leftover soda in the sink and almost immediately, hundreds of ants covered the counter and sink. The couches and beds were not comfortable. Very stiff. We had to walk 6 blocks in to the neighborhood to look for a machine to add more money to our prepaid power to be able to use electricity without having to worry. Overall it was fine, but could use some more description in the room details.
Comment from Hotel Management
14 Jan 2019 by Serena Village, Hotel Management
Dear customer, You wrote false feedback, full of lies. You have reserved 1 Badroom Standard apartment, and we have rented you a for Free the DELUXE 2 Badroom apartment at same tariff. We have charged your Light metter when you have maked check-in. In Hotels.com Descroption (small print) is clearly writed:
Also known as Policies
This property charges consumption-based electricity fees. For more details, please contact the office using the information on the reservation confirmation received after booking.
If you not read before booking, you can not claim ignorance.
by A verified traveler from Los Angeles, CA
Posted 12 Jul 2018
The hosts were very good at communicating and were able to accommodate our very late check-in. Michel assisted us with scheduling a taxi service to take us to the airport at 4am.
The Villa was nice and clean- but there was no toilet paper, soap or drinking water in the villa. The towels were not put out, so we had to search the closets in order to find them. There is a power usage limit, so we were unable to use the AC in the room and living room simultaneously. We were occupying both spaces to sleep, so it was very uncomfortable trying to sleep without AC at night.
Other than that- it was a good place to stay if you just need an affordable place to stay and sleep for a day or two.
Comment from Hotel Management
14 Jul 2018 by Serena Village, Hotel Management
Estiimada cliente, gracias por su comentario. Se necesita precisar que el Apartamento tenia 8 toallas, y ustede fueron solo 3 huespedes. No se proporcionan articulos de aseo, y lamentablemente ustedes realizaron el Late Check-in a la Medianoche, y todos los delivery para agua y comidas estan cierrados despues de las 11.00 PM. Ademas, el apartamento tenia luz para 3 dias, y ustedes solo se quedaron 4 horas, proque salieron a las 4.00 AM del mismo dia, por esto habia muchissima luz en KW. El Serena Village es un residencial, y no tiene recepccion las 24 Horas. Tratamos de acomodar nuestros clientes, pero, como escrito en la pagina de Expedia, no se realizan Late Check-in despues d elas 10.00 PM, por estos motivos.
