My experience at Serenity Suites Airport Hotel was extremely disappointing. For a hotel advertised as four-star, the level of professionalism, communication, and consideration shown by the staff was far below what any paying guest should reasonably expect. Throughout my stay, I felt disrespected, intimidated, and, at times, genuinely unsafe.
I had recently undergone surgery and was staying at the hotel while recovering. During such a physically and emotionally exhausting time, I expected a basic level of compassion and understanding. Instead, I was denied the opportunity to see my own siblings, even for a brief 10-minute visit while I was recovering from an operation.
When my brother came to visit me, we were explicitly told by the staff that visitors were not allowed. This was particularly upsetting given my circumstances and the fact that I was recovering from surgery. What made the situation even more confusing was that we were subsequently told that my brother could apparently stay for €20. If the hotel’s policy was that visitors were not permitted, why was an exception seemingly possible in exchange for payment? Furthermore, the staff wanted to hold his passport, without providing us with a satisfactory explanation. When we asked to see the written policy they were referring to, they refused to show it to us. Instead, he pulled up a AI written passage that said visitors were not allowed. Ai? Really?