Serenis Hotel

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.

We are extremely disappointed with our recent stay in. Serenity. We booked a family room for five people (my husband, our two children, my sister, and me), but upon arrival 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 very inconvenient for a family travelling together. On 26 July 2026, we raised the issue with the duty manager and explained that we were unhappy because we had specifically booked a family room. Instead of resolving the issue appropriately, he first offered us a small cottage that was separate from the main hotel. The cottage was dirty, the furniture was in poor condition, and it was nowhere near the standard we expected from a hotel advertised as 5-star. We declined this option. The manager then offered us another room, but it was far too small to accommodate five people. When we politely explained that the room was unsuitable, his attitude became unprofessional. Rather than trying to help, he accused us of being rude and said it was peak season and that there were no other rooms available. Eventually, we were given two rooms on the same floor. While this was slightly better than being on different floors, it still did not meet our original booking for a family room. Overall, we were disappointed not only by the accommodation arrangements but also by the way our concerns were handled. We expected much better customer service and accommodation standards from a hotel that promotes itself as a 5-star property. Unfortunately, our experience did not reflect that standard.

Absolutely terrible – never again! Our stay at this hotel was a complete disappointment. I would never return and definitely would not recommend it. The room was dirty and clearly not cleaned properly. There were stains on the bed linen, the bathroom was in a terrible condition, and the bathroom light did not work. The balcony door could not be locked, which meant we could not safely leave our passports, money or other valuables in the room. We had to carry everything with us everywhere. The beds were horrible. The beds kept separating from each other during the night, which made sleeping very uncomfortable. We were also constantly having problems with basic things such as toilet paper. They would not leave enough in the room, and I had to call around 15 times just to get it delivered. Then the toilet broke, and they were not even able to fix it properly. The food was another major disappointment. It was the same food over and over again, with not enough choice. At breakfast, the salami was extremely dry, as if it had been sitting there for several days, and the bread tasted like it was from last month. The staff's English was very poor, which made communication extremely difficult. Even getting clean towels was a problem – we had to run around the entire hotel trying to find them. The ice cream was gone within about two minutes, and there was practically no entertainment at the hotel. By 10–11 pm, even the music had stopped. The atmosphere was terrible. The pool bar was also very disappointing. One of the employees behaved extremely disrespectfully towards me and even stuck his tongue out at me, which I found completely unacceptable. Unfortunately, my husband also lost his shoes by the pool. The hotel staff were not willing to make any real effort to help us find them or even check the CCTV footage. Overall, this was one of the worst hotel experiences we have ever had. Dirty room, poor service, terrible food, lack of entertainment and very unhelpful staff. Definitely never again.