⭐ 1/5
⭐ 1/5 — Extremely Disappointing Customer Service and Cancellation Experience
I had a very disappointing experience with Daypass.com after booking a day pass for Serenade Punta Cana.
After making my reservation, I came across multiple concerning reviews regarding the resort’s amenities and overall guest experience. As a paying customer, I contacted Daypass.com to explain my concerns and request a cancellation and refund.
Instead of addressing my concerns in a helpful and customer-focused manner, their responses repeatedly emphasized their nonrefundable policy. Despite several email exchanges and my clear dissatisfaction, they refused to refund my deposit.
They eventually offered the option to transfer the deposit toward another experience, but by that point, I had completely lost confidence in their customer service and no longer wanted to continue doing business with them.
What disappointed me most was the lack of flexibility and the repeated responses that made me feel my concerns were being dismissed.
My advice to other travelers: Be extremely cautious before booking through Daypass.com. Read the cancellation terms carefully, research the resort independently, and understand that you may not receive a refund even if you have legitimate concerns before your visit.
Based on my experience, I would not recommend booking through this platform.
Reply from Daypass.com
Dear Bianca,
We’re sorry to hear that you were disappointed with your experience.
We would, however, like to clarify the circumstances surrounding your reservation. The rate selected at the time of booking was clearly identified as non-refundable, and these conditions were presented and accepted before the purchase was completed.
Your cancellation request was based on third-party reviews you came across after making the reservation, rather than on an issue you personally experienced at the property. While we understand that reviews can influence how a guest feels about an upcoming stay, we are unfortunately unable to cancel and refund a confirmed non-refundable booking solely on that basis.
Despite this, our team made several efforts to accommodate you. We changed the reservation date as a goodwill gesture, explored additional alternatives with you, and ultimately offered the option to transfer the value of your deposit to another Daypass experience so the amount paid would not be lost.
We are sorry that none of these alternatives met your expectations, but we do want to clarify that our team did try to provide flexibility beyond the original booking conditions.
Our goal is always to support our customers while also respecting the terms agreed upon at the time of purchase.
Kind regards,
