St. Tropez All Suites

Most reviews I leave are positive. I don’t like writing negative reviews or opening disputes, but this stay at Serene left me with no choice. My wife booked three nights for a relaxing reset, but a delayed flight meant she arrived close to 5:00 a.m. Within minutes, she found the room freezing because the heat didn’t work, saw a bug on the bed, and could hear everything from the next room. At 7 a.m. the noise made it impossible to rest. She wasn’t comfortable getting into the bed, so she tried the couch for about 2-3 hours. Between the cold and noise, she still couldn’t get real sleep. She left before 8:00 a.m. to salvage the full, jam-packed day I had planned for her, rather than spend dawn trying to fix the room after barely sleeping. The noise alone made her feel she couldn’t sleep there, even if they offered to change rooms. I called the hotel before 9:30 that morning. The first employee was shockingly unprofessional. I politely asked her name; she demanded mine first, then said, “I don’t have to give you my name.” She was impatient and dismissive, said she had “a line of people waiting,” put me on hold, and spoke in a way that felt opposite to hospitality. She said there was nothing they could do because my wife hadn’t reported the issues at the front desk during her short visit. When I tried to explain and asked how they could resolve it, she hung up on me. I called again to give the hotel another chance to handle it privately. A different staff member, Sarah, was much more professional and suggested I email the general manager, Albert. I did that because I wanted management to have a chance to make things right. The response was essentially that they “stand by policy,” with no accommodation despite the room problems and my patience in contacting them privately. I disputed the charge with my credit card company and won. Things can go wrong with a room, but the response matters. Between the broken heat, bug, extreme noise, and the front desk’s dismissive manner and hanging up, I can’t recommend staying here. We won’t return.

The nightly rate looked low, but the extra charges at check-in ended up costing more than the one-night stay. I booked through Booking.com, where the fees seemed straightforward and there was no fine print about additional charges. I called Booking.com, and they’ve been trying to reach the hotel without getting a response. With those added fees, I could have booked a better hotel.

Sarah at the front desk made an early business arrival easy. I stopped by in the morning to check that my reservation for the next few days was in order. It was too early for regular check-in, but she saw that my room was ready and offered to let me in so I wouldn’t have to carry or store my luggage. The room was clean and updated, the property felt secure, and the price was extraordinarily reasonable. I love Serene Vegas Boutique Hotel and plan to stay again.

Eric made check-in easy and explained the hotel, breakfast, and room details. The staff were great, and the kitchen team was friendly. Breakfast was fresh and hot, and it was convenient to eat there before heading out or take something to go. It costs $10, but I thought it was worth it. My room was clean, spacious, and comfortable, with a workspace and extra furniture for relaxing. I also had a large balcony overlooking the whole pool. Room service was professional, and the location is handy, close to Las Vegas Blvd.