Polana Serena Hotel

I wish breakfast had more options. Particularly by the fruits

I think the fruits could have been more fresh.More options for diabetics for example.Some deserts.

Os funcionarios

Os funcinarios da recepcao

Müşteri ilişkileri havalimani karşılama hatası olarak özür mektubu ve hediyesi gönderdi.

İlk gece en az 5 defa yangın alarmı çaldı. Yanlis alarm dediler.Giriş işlemleri 3 defa değişti. Aldığım oda değil başka oda verdiler. Söylenerek değiştirttim. Banyoda sıcak su ayarı yapılamıyor. Su bir soğuyor bir ısınıyor. Ayarı tutmuyor.yazili teyit varken havalimaninda karşılama yapmadılar. Odayida beğenmedim.

The overall stay was decent. The staff were polite and helpful, and the food was good. The hotel itself was clean in general and the atmosphere was comfortable.

The furniture feels quite outdated and could use a refresh. Also, while the room was generally clean, there were visible stains in the bathroom and around the room that looked like they could have been cleaned with a bit more attention. This affected the overall impression more than expected. Overall, an okay stay, but there is definitely room for improvement.

The restaurant, security, & concierge staff were excellent. The breakfasts were great, and I always looked forward to them. Enjoyed the detox drink and mimosa drink over the weekend.

My recent stay at your hotel fell significantly below the expected standards. Upon arrival, I was allocated a room with several issues: the bar fridge was not functioning, the air conditioning could not adequately heat the room (limited to a maximum of 20°C), and the room itself was unclean and had an unpleasant odour. I requested a room change to the opposite side of the same floor; however, I was informed by Gabriel that no rooms were available, which I find difficult to accept. Additionally, the toilet door in the room malfunctioned and could not be opened from the inside, requiring me to call for assistance. The door handle design appears to be faulty, and I believe staff may already be aware of this issue. At check-in, I was required to make an immediate payment, despite requesting to pay at check-out. I later observed other guests being granted this flexibility. This inconsistency was concerning, particularly after an eight-hour journey, during which I had to transfer funds while standing at the reception desk. Furthermore, I was charged a higher rate than what I had originally booked through Booking.com. During my stay, I requested ice for use while out, but was asked to pay R40 as it was not for use on the premises. This was surprising, especially considering the level of service expected from a five-star establishment. By contrast, I received complimentary ice from a nearby restaurant after a meal purchase. Despite spending over R17,000 during this visit and having previously spent over R30,000 during a family stay in 2022, along with other significant stays I did not receive service reflective of a premium hospitality experience. After raising concerns about the initial room, I was moved to another room, which lacked a desk lamp. Despite requesting one, it was never provided, nor was any follow-up communication made. Overall, the experience was disappointing and not in line with the standards I have come to expect from your hotel.

Amazing Hotel

Claen honest breathtaking