Serenity Sky Villas Duplex

I’ve stayed here twice, in two different private pool apartments, and both times were great. The apartments are amazing, the service is good, and the security staff are very nice and even bring deliveries up. The apartment management people are fantastic too. I’ve booked through the same Airbnb host several times and it’s been great. It’s not a cheap place, even in the off season, but the vibe and amenities are great, and it’s as tranquil as I expected from the price and description. I travel all over the world, and this is a great apartment complex. I’d say most of the bad reviews aren’t relevant. Some of the detailed complaints seem to come from people who booked very cheap apartments, which I suspect they mistook for private pool units. If I booked a private pool apartment and got switched to something else, I’d get a full refund from my card or booking vendor. I wouldn’t stay somewhere I hadn’t booked and just complain.

Be very careful with this property. I had paid in full for a one bedroom apartment through booking.com, and the booking was confirmed. Then the property management contacted me on WhatsApp instead of through the booking platform’s official messages. They said the apartment wasn’t available and asked for an extra 7,000,000 per night to confirm it. They kept asking me to pay them directly rather than through the platform. In the end, they cancelled the booking even though it was confirmed and paid. This is very poor business practice. It felt like they were trying to trick me into paying more. There are plenty of other apartments with trustworthy management. Stay away from these.

I was disappointed to find that the nice sandals I accidentally left in the gym had been thrown away. I’d stayed here for a few days, and when I came back two days later to pick them up, the gym attendant told me they were gone. I don’t know why something left there for such a short time would be discarded. I hope they review the lost item policy so this doesn’t happen to others.

Their customer service was no help after I made a reservation. They list properties on travel sites but then don’t honor the reservations. They apologized, but that didn’t help me, since I had to search for somewhere to stay again and would now pay more because it was the day of travel. They offered to let me make another reservation, but didn’t fix the one I’d already made. It seems companies do this so they can charge more when travel sites have discounted rates. These companies renting rooms that are supposed to be apartments always seem to behave this way.