Good breakfast, great welcome and lucky to get complimentary upgrade

very high occupancy and high group bookings causing a busy reception and diversion of main entrance

We had a pleasant two-night stay at the Serena hotel. The staff, including the check-in team, drivers & restaurant staff were exceptionally courteous. The comfortable accommodation made our stay enjoyable. We enjoyed the spa and salon everywhere we find staff very professional and prompt.

fantastic throughout

The location is good. We had an accident in Serena’s rental car and Serena’s staff (Guest relations manager?) was very helpful in arranging a doctor and getting the medicines etc for us.

Although most of the staff was courteous, some front desk ladies needed to work on their mannerisms and customer service skills. Their attitude is more like “Take it or leave it!”. Billing is another issue the staff needs to get some training. Room service is quite bad, they sent us raw pizza one night, and a lot of times, they forgot the items that we ordered. My wife took an elevator to the third floor for the salon, and as soon as she stepped out of the elevator, she was scolded by some tall person (not sure if he was with the hotel or the cricket team) and was asked to leave that floor immediately and was warned never to step on that floor again. He was very rude and harassed my wife. No one told us the third floor was “off-limits” because of the New Zealand cricket team. My wife felt humiliated and insulted and was distressed by this ill-treatment. She was quite shaken up. We stayed in a five-star hotel in Karachi last February when a major cricket tournament was happening in the city, and we stayed with some famous international cricket players, shared elevators with them, dined with them, and never been poorly treated like this. All restaurants close at 11pm and you are stuck with a very limited room service menu. Either have a restaurant or some cafe open late/24 hours or please expand your late-night room service menu and improve the service. The hotel doesn't have shuttle buses or large SUVS/ vans, only small sedan cars. If you have a lot of luggage, you have to book another car and pay for it.

Luxurious

very friendly staff, clean rooms, spacious venue with amenities close by. very good security so feels safe, little touches like having lift operators, live music in the hotel, free tea coffee throughout the day with executive access made it more special. Was served by Areej & Shumaila in the spa who went out of their way to make my experience a comfortable one. I left the hotel feeling very relaxed and pampered. I booked a room for my parents and the staff made an effort to slot them into a room only a few doors down from us which allowed them to feel comfortable.

I don’t really have a bad thing to say about my experience here at all. I was ill for a couple of days and was not able to stomach hotel food but we were not allowed to bring food from outside in, it was frustrating at first but we understood it was for security reasons.

Staff was polite and trained to match international standards.

Rooms were not the same. Central heating was dysfunctional in the room allocated to me. I was given another room which was much smaller, washroom was smaller and less cleaner. Same price.

The health club. Excellent machines. Unfortunately leg abductor is in women’s gym and only available after 4. The pool was great Complimentary drinks. The Shasusuke at breakfast