Faisalabad Serena Hotel — Hotel in Faisalabad City Tehsil

A Shocking Decline – Disappointing Service and Dishonest Practices

After over a decade, I returned to Serena Hotel Faisalabad, expecting the same high standards it was once known for. Unfortunately, the experience was a complete shambles.

The food selection was extremely limited—and the atmosphere lacked the vibrancy that once made it a great dining spot. However, the worst part was the service, which was nothing short of appalling.

Drinks were handed out to us with no mention of cost, making it seem like they were complimentary tasters. Naturally, we assumed they were being offered as part of the meal. When the bill arrived, we noticed charges for these drinks, and upon raising the issue, the manager acknowledged that we should have been informed but refused to remove the charges. Instead of addressing the situation professionally, he resorted to condescending remarks, saying, “Don’t get hyper,” when in reality, I was simply making a fair point about transparency.

To make matters worse, after settling the bill, there was a two-rupee difference. When I asked for it, the manager mockingly handed me 10 rupees and sarcastically offered 50 more, displaying sheer arrogance and an utter lack of customer service.

This level of treatment is disgraceful, especially at a hotel that once had a reputation for excellence. It’s no surprise that the experience has gone so far downhill when managers like Mudassar or Murtaza or (some name beginning with M) behave in such an unprofessional and dismissive manner. We have dined at far better establishments with infinitely superior service, and it’s disappointing to see how poorly Serena Hotel Faisalabad is now being run.

For anyone considering dining here—avoid it unless management seriously overhauls its service standards.

Only leaving 1 star as unfortunately can’t...

I am writing to express my disappointment and frustration with my recent experience at your open air buffet. Specifically, I noticed that The bread was dry and crumbly, indicating that it had been left out for too long.The food, including the main courses and sides, lacked freshness and flavor, suggesting that they had been sitting out for an extended period. As a paying customer, I expect a certain level of quality and freshness in the food served. Stale food and bread not only affect the taste and texture but also raise concerns about food safety and hygiene. Lack of Variety in main course. The buffet spread was extremely limited, with very few options to choose from. I was expecting a diverse range of dishes, but what I found was a repetitive and uninspiring selection. This lack of variety made it difficult for me to find something that suited my taste. To make matters worse, the dishes that were available lacked flavor and seasoning. The food was bland and unappetizing, which was a major letdown. I was expecting a culinary experience, but what I got was a mediocre meal at best. What was even more surprising was the absence of Head Chef Mr. Izhaar. I was under the impression that he would be overseeing the kitchen, ensuring that the food was up to par. However, not only was he not present,he doesn't even know how to cook ! This is unacceptable, especially for a buffet that claims to offer a high-quality dining experience. I hope you will take immediate action to address this issue and ensure that the food served at your buffet is fresh and of high quality. I would appreciate a response regarding the steps you will take to prevent such incidents...

I had the pleasure of staying at this hotel for 15 days, and I must say, the service was truly exceptional. From the moment I arrived, the staff went above and beyond to make my stay as comfortable and enjoyable as possible. The warm welcome at check-in, with complimentary refreshments and a personal escort to my room, set the tone for what turned out to be a top-tier experience.

The room was spacious, modern, and immaculately clean, with high-end amenities like a smart TV, espresso machine, luxury linens, and a stunning city view. Housekeeping was consistent and thorough, often adding small personal touches that made the space feel like home. The attention to detail was impressive.

Dining at the hotel was another highlight. The breakfast buffet was extensive, featuring fresh local and international options, and the à la carte menu for lunch and dinner was outstanding. Every meal I had was flavorful, beautifully presented, and served with care. The restaurant staff remembered my preferences and greeted me by name—a small gesture that made a big impact.

Other services like the spa, laundry, and concierge were equally professional. The concierge staff were incredibly helpful in arranging transportation, local tours, and even securing reservations at popular restaurants. Every request was handled with efficiency and a smile.

Yes, the hotel is on the expensive side, but in my opinion, the price is justified by the level of service and quality you receive. For anyone looking for a luxurious, stress-free experience with a personal touch, I highly recommend this hotel. Whether you're staying for business or leisure, it's worth...