Serenity Farm and Resort by Hiverooms

Room, staff handling, and facilities did not comply with the booking description. Arrival was at 18:50. We were informed that check-in closed at 19:00. Our concerns were not addressed, and we were assigned a room that did not correspond to the booked accommodation. The reservation was for a “Signature Hut”. The hut was visible from the assigned room and was later confirmed to be unoccupied. Despite presenting booking documentation, staff maintained that their internal system showed a different room type and referred the issue to Hotels.com. The initially assigned room was substantially smaller than expected and in unsatisfactory hygienic condition. The bathroom showed clear signs of insufficient cleaning. At approximately 19:00, no on-duty staff or management were available on the property. Common areas were unstaffed and unlit. A large private event involving approximately 30–40 construction workers employed on the property was taking place in the main house, directly adjacent to the pool area, rendering the facility unusable. Contact with management was only possible via telephone through an off-duty employee. No remedial action was offered at that time. A room change was later provided; however, the alternative room still failed to meet reasonable cleanliness and accommodation standards. The accommodation delivered did not match the product described or sold on Hotels.com.