Serene, a Vegas Resort

My wife booked Serene for three nights as a chance to relax, but after a delayed flight she arrived close to 5 a.m. and found a cold room with no working heat, a bug on the bed, and noise coming through the walls from the next room by 7 a.m. She didn't feel comfortable getting into the bed, so she tried the couch for two or three hours. The cold and noise kept her from resting, and she left before 8 a.m. to salvage a packed day I had planned for her instead of trying to sort out a room at dawn after barely sleeping. The noise alone made her feel that a room change wouldn't let her sleep there. I called before 9:30 that morning to report it. The first employee was impatient and dismissive. I asked politely for her name, but she demanded mine first, then said, “I don’t have to give you my name.” She said there was “a line of people waiting,” put me on hold, and told me nothing could be done because my wife hadn't reported the problems in person while she was there. When I tried to explain and ask how the hotel could resolve things, she hung up. I called back to give the hotel another chance to handle it privately. Sarah was much more professional and suggested I email the general manager, Albert. I did, because I wanted management to have a chance to make it right before I posted publicly. The response was essentially that they “stand by policy,” with no accommodation despite the room problems and my effort to address them directly. I disputed the charge with my credit card company and won. I usually leave positive reviews and don't enjoy writing negative ones or opening disputes. Problems can happen in a room, but the way the hotel responded, along with the broken heat, bug, noise, dismissive front desk attitude, and hanging up, means I can't recommend staying here. We won't return.

I booked through Booking.com because the fees looked straightforward, with no fine print about extra charges. At check-in, I was told there would be additional fees that came to more than the cost of my one-night stay. Booking.com has tried to reach the hotel, but nobody has returned its calls. The rates looked low, but with that extra charge I could have booked a better hotel.

The room was clean and updated, the property felt secure, and the price was extraordinarily reasonable. I arrived in the morning on business to check that my reservation for the next few days was in order. It was before regular check-in, but Sarah at the front desk found that my room was already available and offered to check me in early, so I didn't have to carry my luggage around or store it. The stay was phenomenal. I love the Serene Vegas Boutique Hotel and plan to come back.

Eric made check-in easy and walked me through the hotel, my room, and breakfast. The staff and kitchen were friendly, and the food came out fresh and hot. Breakfast costs $10, but I found it worth it, especially for an easy morning meal or something to take along. My room was spacious and comfortable, with a workspace, extra furniture to relax on, and a large balcony overlooking the whole pool. Everything was clean and room service was professional. It's conveniently close to Las Vegas Blvd.