Serenity Alma Heights

It was absolutely amazing, such a great experience and had such an wonderful time would recommend

We visited serenity Alma and were not impressed with the service, we had issues with our hotel rooms and they were not resolved until we were moved room 2 days later to be moved to a room that the key doesn’t work, there was also an issue with the food, the entertainment team was amazing and very enjoyable to watch their shows in the evening, Sami was very entertaining as he got to know our family they definitely make our stay at serenity Alma better!!!

I am posting this review in the hope that the General Manager will see it or contact me directly, because despite numerous attempts, reaching the Reservations Department has been extremely difficult, and resolving issues through the normal channels has proven almost impossible. Over the past several months, we have handled multiple reservations at this hotel through different third-party partners, and we have noticed the same pattern repeatedly. When a reservation is made through a third-party platform instead of directly with the hotel, guests are frequently told at check-in that their booking is under a foreign nationality, even when the booking confirmation clearly shows the nationality as Egyptian. We have repeatedly provided booking confirmations that explicitly state the guest's nationality as Egyptian, yet the hotel still refuses to honor the reservation as booked. Instead, guests are asked to pay additional charges before they are allowed to check in. This places guests in an extremely stressful situation after they have already traveled to the hotel and have valid reservation documents. What makes this even more frustrating is how difficult it is to communicate with the Reservations Department. Reaching someone by phone often requires numerous attempts, emails frequently go unanswered, and resolving urgent check-in issues takes far longer than it should. By the time a response is received, the guest has already been left waiting or has been pressured into paying additional money. This is not about seeking compensation. It is about asking for accountability and ensuring that guests are treated fairly regardless of where they make their reservation. A booking made through a reputable third-party partner should not result in guests being subjected to different treatment or unexpected charges when the reservation details clearly support their eligibility. I sincerely hope the General Manager reviews this matter personally, investigates these recurring incidents, and ensures that the Reservations Department follows consistent procedures and communicates effectively with both guests and booking partners. No guest should arrive with a valid reservation only to face unnecessary disputes at check-in because of information that was already correctly provided.

The hotel is amazing, and this is not my first stay here. I come every year because I always enjoy it. The aqua park is fantastic, the food is incredibly varied, and the whole hotel has a cheerful and welcoming atmosphere. The housekeeping team is excellent and does a great job. This hotel truly has everything you need, and it’s an incredibly fun place for children. I highly recommend it, and I’ll definitely be back again.

This resort is nothing but spectacular, with an incredible price tag, you will be treated with the upmost respect from the moment you walk the doors. Every team member that works within the resort is so hospitable it is like no other hotel I have been too. Everything is constantly cleaned throughout the hotel from around the pool side to inside the pool to the loungers chair tables etc. The rooms are very spacious, clean and fridge is well stocked daily. And if you leave a little note with a little tip your cleaner will leave you a creation of your choosing on the bed. The entertainment team, well what can we say, they were amazing, kind, friendly, helpful and full of fun, always willing to go above and beyond to help all the guest enjoy their stay. Sami, Adela, Tilly, Julia, Ahmed you were all amazing and made every day a memorable experience. The way you guys brought so much energy, always smiling, and gave great entertainment not just round the pool side but at the evening entertainment events. If the Michael Jackson show is on when you visit it is a must watch. Thank you again for making our stay perfect and for giving us the best holiday vibes. Feel like we have made so many friends for life.