Serena Hotel

This was terrible service. It was hard to spot from the street, and there was nobody at reception. We called, but got no answer. For two days we were given just two towels and a single roll of toilet paper. The sheets were dirty, and they provided blankets without sheets. The bathroom was filthy and full of bugs. Hot water was sometimes unavailable, and the hairdryer didn't work. Your call whether to stay there.

The kitchen was disgusting, with dirty cutlery and greasy pans. There was no working TV, chaos at all hours, and no parking to be found. We even had to buy lighters to cook because they hadn't left any matches. The apartment door wouldn't lock from the inside. Don't come here, you'd be wasting your money. A disgrace.

It sounds like a novel setting, but in real life it was terrifying. The building is cave-like, smells awful, and people were smoking and dealing drugs on the stairs. It felt unsafe. The worker seemed used to guests being horrified, since he immediately said we could cancel. Of course, they would still charge for the room. Unbelievable, and there don't seem to be any genuine customer photos.

The room was clean and the staff were friendly, but I wouldn't return even if the alternative was sleeping at the station. This was one of the worst hotels I've stayed in. We couldn't find the hotel easily, and on arrival the staff said they hadn't received our Booking.com email. They said it was fine and gave us a room. It was larger, with a bathroom, because they had no smaller rooms left. Before we could see it, the receptionist said air conditioning cost €4 a day, a charge that wasn't listed on Booking.com. He also asked us to leave a review in exchange for the larger room. The first time we turned on the shower, reddish water came out for a few seconds. The hairdryer was broken so badly that a piece came off in my hand. I told the staff, who said they'd fix it. That night it had been patched with clear tape, and sparks were coming out of it. On two nights, we also found someone smoking crack on the stairs. We were told checkout was at 10:00 AM, two hours earlier than at any other hotel. Breakfast was meant to be included, but it was just a croissant with coffee or juice. They brought it to the room, the only decent part, though it's hard to believe anyone would pay for that. The beds were uncomfortable, there were no fitted sheets, and the towels were ragged and barely dried us. When we asked for the bill as we left, they said they didn't have one.