Serenis Hotel

We got to this hotel that we booked 2 rooms in the hotel… opon arrival we got told they haven’t the rooms for us so we could have a villa at other end of the hotel or a family room but if we pick family room they’d have to move us in 3days…. As you all know you don’t want to be moved in middle of your holiday. We agreed to see villa, but just after being let inside me and my daughters wasn’t happy so I asked to see family room they’d mentioned, to be told firmly this is the best for you etc, it felt no matter what I said and I expressed how unhappy I was with this villa we wasn’t going to see family room, so we was backed into a corner to agree. There was a car roof in our front room covered over in sheets. Our villa wasn’t cleaned for 2 days when I went to reception to complain they didn’t eve. Know we was there. I could go on about villa and the way we was treated by staff but hopefully you can see. The food on a whole was terrible we are a family that likes our food but we’d all lost weight when we go home. We did complain to company we booked from also picture evidence of lots of things that’s was wrong with it to basically be told they’d spoke to staff and this wasn’t the case so basically me and my family are lying. We like everyone else have worked and saved to come on this holiday first we didn’t get rooms we paid for then many problems in a week to be told we are liars…. Do yourself a favour stay away as we wasn’t the only ones while we was there

We are on day 3 of our 7 night stay at Serenis...I can honestly say for the price we paid i am very satisfied with this hotel. Our room is clean, beds are comfortable. Aircon and kettle works fine. I tip the maid everyday and she cleans our room beautifully and restocks mini bar everyday with water. The food is good, plenty of choice. I have managed to find a quiet spot to sit by the pool every day. My daughter has enjoyed the pools and slides. We have not stayed up late for entertainment so I can't comment on that. We did a Jeep safari, Musti Jeep Safari, booked with Get Your Guide which was a fantastic day out. Yes you have to pay for WiFi, but again I consider this a budget break that was booked last minute so I dont mind paying a little extra for things like WIFI. All in all no complaints. Would definitely recommend for a family on a budget. You wanna pay 3k a week for waiters on roller blades , you crack on ...I certainly can't afford that nonsense in August last minute..lol..Thank you for having us Serenis Hotel. Clare H

Disappointing 5-Star Hotel Stay: Poor Room Allocation and Unprofessional Service Our stay at this hotel was extremely disappointing and fell far below the standards we expected from a property advertised as a 5-star hotel. We booked a family room to accommodate five people—my husband, our two children, my sister, and me. However, when we arrived, we were given two separate rooms, one on the 3rd floor and the other on the 6th floor. This was not what we had booked and was highly inconvenient for our family. On 26 July 2026, we spoke to the duty manager and explained that we had specifically booked a family room and were unhappy with the room allocation. Instead of resolving the issue appropriately, he offered us a small cottage that was separate from the main hotel. The cottage was in a poor state, with worn-out furniture and very poor cleanliness. It was completely unacceptable for accommodation associated with a hotel that advertises itself as 5-star. We declined the cottage, after which the manager offered us another room. Unfortunately, it was far too small for five people. When we politely explained that the room was unsuitable, the manager became unprofessional and disrespectful. He accused us of being rude and stated that it was the peak season and that he had no other rooms available. Eventually, he allocated us two rooms on the same floor. Although this was an improvement from being on different floors, it still did not provide the family room we had booked and paid for. What disappointed us most was not only the failure to provide the accommodation we reserved but also the way we were treated. We expected professionalism, respect, and a genuine effort to resolve the issue. Instead, we were met with poor customer service and accommodation that did not match the standards advertised. Unfortunately, based on our experience, we cannot recommend this hotel to families expecting the quality and service of a genuine 5-star establishment.