Serenity Alma Heights

A wonderful holiday overshadowed by the final 24 hours This is a difficult review to write because, until the last 24 hours of our stay, we were genuinely having a fantastic family holiday. There is so much to praise about Serenity Alma Heights. The food was varied, fresh and catered well for all of us. The swimming pools were excellent, with plenty of space and fantastic slides that our children absolutely loved. The theme park was another great addition and provided some memorable evenings. Most of the staff we encountered throughout our holiday were friendly, welcoming and worked incredibly hard. We always left small tips because their service deserved recognition. Unfortunately, everything changed during the final day. Earlier in our stay, we reported on two separate occasions that our room door was damaged and did not feel secure. Despite reporting this, nothing was done to properly repair it. We were left feeling so unsafe that we used a chair and our suitcase to help block the door each night. We also reported broken floor tiles, which were never addressed. Then, on our final day, we were accused of damaging a weighing scale in our room and told we would have to pay $150 USD to replace it. We categorically denied causing any damage and explained that the scale was already not working when we arrived. The explanation given was that housekeeping checks these items, therefore it must have been working before our stay. However, no evidence was produced showing the scale had actually been tested before our arrival—only an assumption that we were responsible. The way the situation was handled caused us considerable distress. Travelling with children and knowing our airport transfer was due in the following early evening, the tone of the discussions left me genuinely worried about whether we would encounter problems checking out and making our transfer. Whether that was the hotel's intention or not, that is how the situation made us feel, and no family should spend the last night of their holiday worrying about getting home. To acknowledge the upset, management apologised and kindly offered us a complimentary spa treatment, which we declined because by that stage we simply wanted to be left alone. They also waived a room charge of approximately €20, which was appreciated, but unfortunately the damage to our holiday experience had already been done. Those gestures did not undo the anxiety and disappointment caused during the final 24 hours. I fully expect management may respond by saying they have hundreds of rooms, thousands of satisfied guests each year, and that this was an isolated incident. That may well be true. However, every guest deserves to feel safe in their room, have reported maintenance issues dealt with promptly, and not be held responsible for damage without clear evidence. A large resort should be judged not only by how it treats the majority of guests when everything goes well, but by how it handles the occasions when things go wrong. Because of how our holiday ended, I have sought compensation through our travel operator for the distress and disappointment caused during the final 24 hours. That is something I never imagined I would have to do after what had otherwise been a wonderful family holiday. It is genuinely disappointing because this review could so easily have been five stars. Instead, the lasting memories are of an insecure room that was never repaired, an allegation we firmly dispute, and leaving the resort feeling anxious rather than relaxed. I sincerely hope Serenity Alma Heights learns from this experience, because the resort has so much potential. A holiday should be remembered for the happy memories made with family—not for the way it ended.

My holiday at this hotel turned out to be a fantastic choice, and the property itself fully met my expectations. A major asset of the place is its excellent location—the vast, impressive hotel complex is situated just a 30-minute drive from the airport, which was incredibly convenient after the flight. Additionally, the proximity to the sea meant I was accompanied by the sound of waves and beautiful views every day, and the walk to the beach took only a moment. From the very moment I arrived, I could sense a fantastic atmosphere filled with positive energy. Much of the credit goes to the amazing entertainment team, making it impossible to ever be bored. This group of wonderful people from the Czech Republic, Sudan, Egypt, and Poland performed their duties with immense passion and a smile. Their dedication, creativity, and openness ensured I had a fantastic time, having fun and socializing with other guests. Regarding organization, the hotel maintains a very high standard. Both the hotel grounds and the rooms themselves were spotlessly clean and thoroughly maintained, creating a strong sense of comfort and hygiene. The hotel’s cuisine also deserves special praise. The meals were not only incredibly tasty and fresh but, above all, offered a surprising variety of dishes. One could try something different every day, and the extensive selection ensured that everyone—regardless of their preferences—could find something perfect for themselves. In summary, I am wholeheartedly delighted with this stay. The hotel provided the ideal setting for relaxation, great entertainment, and excellent food. I can wholeheartedly recommend this place, and I would gladly return there myself for another vacation in the future.