Serras Andorra

We stayed for five nights and enjoyed the whole trip. The staff were extremely friendly and accommodating. It's really more of a spa resort with a small beginner ski slope, but that suited my children perfectly for their first skiing experience. The ski instructors were probably the best part, especially because I have never seen people so patient. What a great place.

The hotel may look new and attractive from outside, but inside our stay became stressful and deeply uncomfortable. There were too many problems, along with staff who could be extremely rude and employees who seemed unable to communicate with one another. The spa accepts anyone for €45, and it became so crowded that there was nowhere to sit or relax, whether in the pool, saunas, or loungers. The hotel also has no air conditioning. When we said the room was too hot, we were simply told to open the window. Breakfast was another issue. We ordered coffee, but it still hadn't arrived when we finished eating. When we politely reminded the waitress, she rolled her eyes and shouted across the dining room, "OKAY! OKAY!!" followed by something we couldn't understand. She gave no apology and walked away looking contemptuous. Because we extended our stay, we were asked to move rooms even though we had paid for the same category. The hotel suggested moving our belongings while we were skiing, and we agreed. When I returned, my jacket was missing. I spent the evening trying to explain that it really was gone, while administration and cleaning staff repeatedly insisted they had placed it in the closet, strongly suggesting I had imagined the problem. It was returned the next day without an apology or explanation, simply handed back to me almost as if tossing something to a dog. I still don't know whether this was negligence or an attempt to steal it. We also asked the cleaner to tidy the bathroom quickly while we were inside. After she left, I noticed that my small pouch with earrings was missing. She had swept it down the sink without saying anything. Luckily, I noticed before washing my hands. We had to unscrew the sink ourselves to recover the earring, and the hotel did not help. On our final day, the situation drove me to tears and a complete meltdown. Not one person showed any regret or shame. I paid a lot of money to feel frustrated and stressed, and I strongly advise being very careful before staying here.

Our corner room was beautiful, and the kindness of the employees made the stay even better. The ski service was fantastic and took away all the usual hassle. We appreciated the nightly chocolates, excellent breakfast, treats in the ski locker, and the water and fruit waiting for our drive home. We also ate at the restaurant and had some bar snacks, all of which were fantastic. There was only one small issue, we could have used another table for putting things on. We wish we'd stayed longer and plan to return next year.

Serras Andorra is beautifully maintained, with warm and personal service, though several design decisions affected our comfort. The missing air conditioning was difficult on warm nights, so we left the balcony doors open and were disturbed by traffic. Loud housekeeping next door also woke us one morning. The mattress and pillows could be better, and the room wasn't well soundproofed. The room itself was stylish, with a private balcony, a modern bathroom containing both a shower and tub, a small desk, and a table with chairs for lounging or eating. The minibar had drinks and snacks, though the prices were high. The desk was useful in theory, but there was no light around it for evening work, and the automated bathroom lights were too bright and couldn't be adjusted. We really enjoyed the spa, although I wish we'd used it more instead of spending so much time sightseeing in the nearby town, which was easy to reach. I had a WONDERFUL massage 💆‍♂️ from the most beautiful masseuse I have ever seen. She was fantastic, and I felt relaxed and rejuvenated afterward. Her name was yessica/Jessica not sure of the spelling. The small fitness center was a nice addition, although the weight selection was limited. Families should like the children's game room. From the moment we arrived, the welcome was thoughtful, with drinks, chilled towels, and a personal tour of the property. With some improvements to temperature, bedding, and noise, this could become one of the standout luxury stays in Andorra.