X.SERENDY RESORT

Hotel is nice with a good pool for the dameisha area but very overpriced. The price of the hotel is like a 5 star international brand but it doesn’t deliver like it is 5 start. The management and its owners need to really re consider their pricing and their training of staff. Pros - hotel is new, nicely renovated, and they have hired a lot of staff who are putting in effort. Their towels are very fluffy and nice. Robe is soft, absorbent and high quality. the breakfast has some selection but the cooked items could be improved so it’s less dry but it is acceptable and not bad with a good coffee machine and some western cereal (ran out of cold milk but staff found some ) . Pool is large, clean and beautiful, (not deep) and not very chlorinated, the bar has drinks (but no food). Photography package is a good idea, but photographers needs more experience. Bathtub is pretty, has salts and loofah sponge. TV has a Chinese Netflix and western movies (but you have to know Chinese to read the selections) and it has a music selection too. Toiletries included with a good the if travel size Colgate. Fridge had one sprite one coke two Thai brand sparkling water bottles and two water bottles. Two packets of tea available, and one pack of coffee concentrate. Generally everything was clean. Breakfast pictures are included because it was vague Cons- BUT staff are inexperienced, too young, lack training, slow and inefficient. If they change this much money They need to hire staff that are experienced and have a details, thorough and careful training program. They need to have more managers to manage the operations and the staff to develop the necessary soft skills. The management seem unrealistic hiring many inexperienced staff trying to deliver 5 star service. It’s better to hire more older more experienced 5 star staff with hotel experience to guide the staff instead of hiring so many very very young inexperienced staff . Though the staff are sincere and put in their best efforts but it looks like this is their first job, and I don’t expect much from them. They’re slow, inefficient, and lost because of a lack of experience. Many of my requests were lost and required several follow reminders. Even though I have used the new automated toilets but their toilet was difficult to use and not flushing (low water pressure) bathtub and shower are poorly designed (but look pretty) and are hard to use. Restaurant was unable to explain what their 399 set dinner was, and didn’t have any photos Manager Zhou was very effective at trying to follow up and apologising. She was thoughtful and willing to listen. But upper management needs to change, and hire more managers, and develop a detailed training program (not just 1-2 days) but much longer and more ongoing. I’m afraid to ask if they can even speak English. Overall this hotel isn’t ready, overpriced and this should just be a soft launch, with discounted prices. If you’re gonna pay this much go to another real 5 star hotel, or only book their cheapest room. But if you really like swimming then it’s worth considering cause the pool is nice.