Serenity Hotel Boutique by Alsol

What happened after I posted an honest review turned this into the worst hotel stay I’ve ever had. My girlfriend had worked for five straight days in the office and common space shown in the hotel photos, one of the main reasons we booked. Staff, bar workers, and guests had all seen us there without any issue. Then security guards barged in, accused us of breaking in, and acted aggressively. They intimidated us and wouldn’t leave my girlfriend alone so I could speak to management. The manager immediately accused us too, suggesting we’d picked a lock even though the door had been unlocked all week. He took security’s word without checking. He also brought up that my girlfriend had accidentally broken a glass the day before, which had nothing to do with the situation and felt shockingly unprofessional. After all that, we were finally “allowed” to keep using the space we’d been using all week. The rooms were mediocre, and the location was the only redeeming feature. Francisco at the front desk was repeatedly rude and dismissive, even about basic requests. One night I asked for two cups of ice. There are no fridges, minibars, or ice machines in the hotel, but he came back with one cup and refused when I politely asked for another. One cup of ice during a stay of more than a week is absurd. This place is badly managed and has no basic hospitality. We were treated like a problem, accused and intimidated, and restricted over ice. It completely ruined what should have been a special anniversary trip. I’m still in shock. I never write reviews.

The staff were the highlight: friendly, helpful, and quick. Thanks, Giovinin. The room had plenty of space and the essentials, and there were lots of chairs on the rooftop, where the pool was really relaxing. Great location, too, and I’d definitely stay again. The sink drained very slowly, and the internet went out for a day while we were there, but we’ll be back.

The garage was a nightmare to use, cramped, dim, and hard to navigate. We were also charged extra at check-in despite having paid for the whole stay in advance, and loud music played all night so it was impossible to rest. The room wasn’t clean or properly sanitized, with visible stains on the furniture, and housekeeping never came during my stay. When I asked for extra towels, staff made it feel like a huge inconvenience. They were rude and unhelpful from the moment I arrived. One of the worst hotel experiences I’ve had. Avoid it.

The rooms were large, clean, and tastefully decorated, the location was central, and there was on-site parking with friendly security. But my stay had serious problems. The bathroom outlet was broken, and the air conditioning leaked, leaving the living area wall and floor wet. Breakfast was poor, and the service there was unfriendly. I prepaid through Booking.com, but when I arrived, neither the booking nor payment showed in the hotel system. They asked me to book and pay again at reception. The hotel wouldn’t give written confirmation, which meant we couldn’t claim a refund through Booking.com. I’m concerned the hotel may have received the original payment and then charged us twice. The same thing happened to a honeymooning couple. After repeated requests, I eventually got a receipt for the new booking, but only after insisting. They first issued the invoice under my travel companion’s name instead of mine. Even worse, a confidential letter addressed to another guest was accidentally printed on the back. The whole process felt highly unprofessional and left me with the impression they were trying to avoid providing proper documentation.