Serenity Alma Resort

“10/10 would recommend!!!”

Absolutely loved it here! It was just me and my son and we felt so welcomed and safe. All the staff including the animation team (big shout outs to Adela, Julia, tilly and sami :D ), the catering/bar staff, even down the life guards. They all couldn't do enough for you! Would definatley recommend.

“Exceptional service throughout”

A lovely large resort with something for everyone in our family group aged from 60 to 5 years old. Where the management and staff are so helpful and friendly, and any issues are promptly resolved. Our room was kept exceptionally clean by Mahmood, the food was plentiful and tasty especially from th… more

A lovely large resort with something for everyone in our family group aged from 60 to 5 years old. Where the management and staff are so helpful and friendly, and any issues are promptly resolved. Our room was kept exceptionally clean by Mahmood, the food was plentiful and tasty especially from the bbq, the lifeguards were very helpful in finding us loungers and parasols, and the entertainment staff worked tirelessly, with our huge thanks to Adella, Tilly, Julia, Sammi, and Jonny for making sure we all had fun and laughter every day. Tui just need to be more knowledgeable of the rooms they are selling, as an issue when we arrived regarding connecting rooms could have been avoided if Tui were better informed of the room types. Nevertheless the reception manager did his very best to help, and throughout our holiday it was clear that the manager's customer care ethos has spread amongst the entire staff team. A highly recommended resort and we genuinely didn't want to leave.

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“5 stars for the price of 3”

What a beautiful Location. The sun forever present and the beach within such a close range. I loved the effort made on the grounds to keep it clean and inviting. The room I had was perfect. A lovely balcony and the fridge being topped up daily was a bonus. When I look at the value for money I t… more

What a beautiful Location. The sun forever present and the beach within such a close range. I loved the effort made on the grounds to keep it clean and inviting. The room I had was perfect. A lovely balcony and the fridge being topped up daily was a bonus. When I look at the value for money I think it is one of the best places I have stayed in. Even the non included restaurants were excellent value for money. While there was always music playing I had no trouble at night which meant they have rally thought it through on where to face the music The service by all people was fantastic I’ll mention names like Adela , Dalia, Julia, Sami, Simsim, Ahmed (oil shop), Mustafa and the other life guards were also always willing to help. But the main thing on service for me was in the main restaurant. Breakfast lunch or dinner it felt like you were the most important person in the room.

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“Wrecked in the last 24 hours by poor management.”

A wonderful holiday overshadowed by the final 24 hours This is a difficult review to write because, until the last 24 hours of our stay, we were genuinely having a fantastic family holiday. There is so much to praise about Serenity Alma Heights. The food was varied, fresh and catered well for all o… more

A wonderful holiday overshadowed by the final 24 hours This is a difficult review to write because, until the last 24 hours of our stay, we were genuinely having a fantastic family holiday. There is so much to praise about Serenity Alma Heights. The food was varied, fresh and catered well for all of us. The swimming pools were excellent, with plenty of space and fantastic slides that our children absolutely loved. The theme park was another great addition and provided some memorable evenings. Most of the staff we encountered throughout our holiday were friendly, welcoming and worked incredibly hard. We always left small tips because their service deserved recognition. Unfortunately, everything changed during the final day. Earlier in our stay, we reported on two separate occasions that our room door was damaged and did not feel secure. Despite reporting this, nothing was done to properly repair it. We were left feeling so unsafe that we used a chair and our suitcase to help block the door each night. We also reported broken floor tiles, which were never addressed. Then, on our final day, we were accused of damaging a weighing scale in our room and told we would have to pay $150 USD to replace it. We categorically denied causing any damage and explained that the scale was already not working when we arrived. The explanation given was that housekeeping checks these items, therefore it must have been working before our stay. However, no evidence was produced showing the scale had actually been tested before our arrival—only an assumption that we were responsible. The way the situation was handled caused us considerable distress. Travelling with children and knowing our airport transfer was due in the following early evening, the tone of the discussions left me genuinely worried about whether we would encounter problems checking out and making our transfer. Whether that was the hotel's intention or not, that is how the situation made us feel, and no family should spend the last night of their holiday worrying about getting home. To acknowledge the upset, management apologised and kindly offered us a complimentary spa treatment, which we declined because by that stage we simply wanted to be left alone. They also waived a room charge of approximately €20, which was appreciated, but unfortunately the damage to our holiday experience had already been done. Those gestures did not undo the anxiety and disappointment caused during the final 24 hours. I fully expect management may respond by saying they have hundreds of rooms, thousands of satisfied guests each year, and that this was an isolated incident. That may well be true. However, every guest deserves to feel safe in their room, have reported maintenance issues dealt with promptly, and not be held responsible for damage without clear evidence. A large resort should be judged not only by how it treats the majority of guests when everything goes well, but by how it handles the occasions when things go wrong. Because of how our holiday ended, I have sought compensation through our travel operator for the distress and disappointment caused during the final 24 hours. That is something I never imagined I would have to do after what had otherwise been a wonderful family holiday. It is genuinely disappointing because this review could so easily have been five stars. Instead, the lasting memories are of an insecure room that was never repaired, an allegation we firmly dispute, and leaving the resort feeling anxious rather than relaxed. I sincerely hope Serenity Alma Heights learns from this experience, because the resort has so much potential. A holiday should be remembered for the happy memories made with family—not for the way it ended.

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