Serenis Hotel

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.

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.