Serenity Alma Heights

Amazing time here and me and my friends had such a good time. The entertainment team were the highlight for us- made us feel so welcome and made sure we all felt included. Amazing food and drinks! We had such a good time and they made sure to always come over and make sure we were dancing and joining in with all the fun. Can’t wait to return!

Just returned from 10 nights stay as a family with young children and unfortunately would not return to this hotel. Definitely not what i would call a 5* hotel. Negatives: - Rooms were dirty, old and very dated, not the 5* as advertised. Everything was covered in dust and the bathrooms were grimy we could not shower bare foot it was that bad. The flooring in the rooms were lifting up, obviously a trip hazard for young children. Bed sheets stained and not even changed once the entire 10 days we were there. The rooms really need a very deep clean or refurbished, im surprised they allow people to check in, in that state. - Main dining hall is MADNESS! people pushing in line, shoving my young children around, arguing over queing, people coughing all over the place around the open food. Dirty food spatulas and just not very pleasant. Honestly ive never seen anything like it, we avoided it when we could and just went to the snack bar. (The only good thing was the pasta & omelette stations as atleast i knew the food was fresh and no one could be coughing over it and touching it) - Grounds are very worn and old, the stepping pathway leading to rooms 7000+ are a health and safety matter, I dont even understand how they even are allowed to leave wobbly broken slabs on the floor and call it a path way!! - Reception/Front desk staff are so rude and really let this hotel down. No smiles no manners and speaking to you like you are below them. I dont know why you would work front of house if you do not have the ability to smile and use good customer service. (The front desk manager was probably the only one who tried to help, he did offer us a good will gesture and tried his best to accommodate) shame that the others couldn't even try. - Lack of cleaning/sanitation of high touch surfaces like hand rails, tables, foor handles which lead to my children becoming poorly whilst on holiday. Hardly any sanitising stations and would definitely recommend that the management look into this, especially in the dining hall and High traffic areas. - Rude and entitled people staying here honestly made this trip awful. No manners, loud and rude. Allowing their children to be fereal in the dining halls and just having no respect for other holiday makers there. If you were known to be English they would just stare at you like you were an alien. - SOME staff expecting constant tips! We were served around the pool once and the guy just stood waiting until we would tip. Of course we know that tipping it polite and we did tip PLENTY for the staff who generally did a good job, but standing around and waiting is not on. Best believe the guy never came back to serve us again. Also asking to be tipped in £ instead of EGP is so rude! Should be grateful that people are giving you extra! - The CONSTANT amount of people who come around trying to sell stuff/services and when you say no Thank you they proceed to get loud and aggy. They also think speaking to my husband instead of me would get them a yes. This honestly ruined my holiday, you cant just sit and enjoy sunbathing without someone waving something in your face. The Doctor fish one was so bad my husband gave in so he would leave us alone!!! Waste of £60!!! - Random people sqeezing my children's cheeks and touching their hair!!! Apparently this is the egyptian way????? Sorry if I find that odd!! Positives: - Most of the staff (apart from reception/front desk) are so helpful, polite, and such hard workers. - Mustafa the lifeguard at the kids Aqua water park, is amazing at his job and just generally always happy and helpful. - Mahmoud the waitress/cleaner at the main dining hall is also another member of staff who works so hard non stop! He always made sure our tables were tidy and was brilliant with my children. - Our room cleaner i think his name is Ismail (Sorry If not correct) what an absolute amazing member of staff you have! Our room when we arrived was awfully dirty but the next morning Ismail went out his way to give the room a deep clean with the resources he had and did the best he could. Nothing was ever to much, he always made lovely figures out of towels for my children, refilled drinks and always asked if we needed eles before he finished his shift. - The Amimation team are also incredibly hard working, giving 100% energy at all times in the heat! Always smiling and just generally enjoying what they do! - The general manager Aladdin, always smiling and greeting everyone. Genuinely think he actually loves his job unlike his front desk staff. Overall I would not recommend or return to this hotel, which is a shame because the facilities are great but everything eles ruins it. 1st time in Egypt and will be the last.

The staff was very friendly and the rooms was always clean and the location was perfect for trips going to the beach etc the entertainment team was super duper friendly and loving and a big shoutout to them for making my holiday 10 times better.

The hotel is generally ok, quite tired and old. The staff (apart from reception) are what make the holiday, so hardworking, polite and will do anything for you. I dont think they get enough credit. Main buffet resembles a cattle market, lots of rude foreign guests with no manners, don’t queue and let their kids run riot. Absolutely pig ignorant!!!! After the first day, we ate in Tau everyday, gorgeous food, quiet, enjoyable and amazing staff. The slides and wave pool are really good and suited the ages of my 3 kids. Kids club were amazing with my little boy, special thanks to them. We had 2 rooms and didn’t arrive until 2am, we were told we couldn’t have a late check out for either and no options given for a courtesy room - flight home was midnight. Very poor customer service. Glad I didn’t book longer than a week and would not return.

Honestly we had such a lovely holiday here! There are a couple of down sides to the hotel one being the entertainment on the evening and not really much to do, another the alcoholic drinks not enough variety and very very strong to taste, and no nappy changing units anywhere in the hotel other than one in the toilets by the pool! However there are lots of amazing points about this hotel! Very very clean pool was lovely and bars easily accessible, we had two amazing waiters when we went for our food Hassan and Khaled honestly couldn’t fault either of them and amazing with my little boy! They actually made our holiday so much more amazing for us as a family! I honestly couldn’t praise them more I would go back to this hotel just for this fact (all the staff I came across were amazing and friendly and very helpful) And then there’s our house keeper Mohamed we were in room 5155 I would highly recommend asking for one of these rooms on this corridor just to have him as your house keeper as again I’ve never met anyone so friend y and lovely and would do absolutely anything for you as a family!