Serenis Hotel - All Inclusive

I have no idea where to start. Firstly our private transfer we booked didn’t turn up. We were stuck in 52 degrees trying to find our transport to the hotel. We evidently went to a kiosk and they managed to help us and off we went to the hotel. Upon arrival at the hotel the revolving doors were broken and you had to push your way through them. (Not a great first impression) The staff who were on reception were rude from the offset. We were taken to two rooms that we had booked “assuming these were ours” when we opened the door the rooms were dirty, with bits all over the floors and along the tables etc. We mentioned that the room was dirty and the boy who took us had no idea what we were saying and didn’t speak English. As we got back to reception the older male said, that’s 200 euros. I replied 200 euros for what?? He went your room! I said I don’t think so, we have just paid £4000 for this holiday why are we paying another 200 euros? He went your room not good NOT GOOD you have this room! I said no! Take us to our room now! We got taken to our actually rooms and again they were dirty but at this point we were fed up and as stated the boy didn’t understand English. WiFi they told us was 20 euros per device per week! We didn’t pay for this! The safe in your room you had to pay for also! The towels in your rooms weren’t changed often. As you can see in the picture this was left for us as a “clean towel” It looked like it hadn’t been washed in months! Not acceptable at all for a 5* hotel! The bed linen was a cotton bed sheet which was torn. There wasn’t any too sheets what you have is a thin woollen viscose blanket which was ratty! The bathroom floors be very careful. They are so slippery!!! There was supposed to be a room where you could play table tennis and pool etc but this was shut and locked up so you couldn’t use it! If you wanted to play pool you had to use one that you had to pay for!! Everything about this hotel was just about taking your money!! We went to look at the restaurants that are advertised and to our shock there were only 1 restaurant and the pool bar but advertised on the websites there are supposed to be 4 restaurants!!! They also advertise a children’s buffet but they DID NOT have a child's buffet! The main acceptable thing about the food was the meat they cooked on the BBQ apart from that the food for us personally wasn’t good at all even though they had options. It was barely hot with flies all over it all. The cakes/desserts left out in the heat not in chilled fridges or on chilled plates etc. They again had flies all over them. They ran out of basics stuff like bread!!! How can you run out of the basics?! In the jams etc they had dead flies floating in and nobody came and changed it after being told! Cockroaches dead near the food too. Absolutely disgusting! While you were putting food onto your plate people were literally snatching the spoons and tongs out of your hand!!!! I have never experienced such rude

Staff were rude, no help. Hotel room was filthy definitely not 5 star All Inclusive maybe a 3 at best. Dinner is a 2 hour window 6.30 to 8.30pm if you miss it (food was not to standards) you were told you had to wait until 11pm and you could have soup! No life gaurd at the pool. Fridge in the room had 1 bottle of water and 2 cartons of peach juice which is all you get for the week. A reperesentative stated and had all Love Holidays logo that to move would cost us 1600 Euros which had to be paid in cash, and he said that all the hotels were the same, and to get anything better would cost, was when we asked to be returned home was told to call the UK Love Holidays number, which after been told they dont have a representative at the hotel they could not help either, therefore spending a further £700 to get ourselves home a family of 3. I could keep going but know this will not be looked at.

DO NOT COME HERE. Absolutely disgusting, food was disgusting not fresh, I doubt they kept it in well conditions. Cleanliness is absolutely poor, felt itchy since I walked in disgusting, the cutlery and plates were definitely not clean, the sofas and chairs people sit on were not clean, customer service was poor and rude, such a waste of money, don’t recommend to anyone.