Serena Hotel — Hotel in Zone 1

(2024-25 experience)

Serena is a brand. A big name. It resonates with excellence. However, in truth, it's far from it.

I was surprised to read my experience from a past stay also posted below, and the current stay wasn't any different.

The luxury room had broken fixtures. One of the lamps was completely out of order. The bedside control panel was a pain to use, and what's written there isn't backlit and isn't legible at all unless a direct flashlight is thrown at it.

Room service and housekeeping have ethics and timings of their own, and neither has been taught a lesson in hospitality or ethics. Case in point, I asked for a bowl of yogurt, and a 100-gram bowl carried a price tag of Rs. 1382 ($5)! Anywhere else in the world, they never charge you for a glass of milk or a bowl of yogurt or a plate of fruit in a hotel of this stature.

The self-service tea tray in the room holds Tapal tea! Not even Lipton, but Tapal - which even the people who work at Tapal probably don't drink. One could have expected Twinings Earl Gray Tea or English Breakfast Tea, but Tapal is what you get. Please review the photos attached.

The in-room dining service sends a card that says not to put out the tray in the corridor and instead have that removed by in-room dining service. In three days so far, not even once the tray was removed in a timely manner of 20 minutes max. So, I decided to put a counter note on that card while putting that tray out in the corridor, which I despise putting out personally but the Serena people literally goaded me to do so (view photos below). However, when I returned after two hours, the tray was still sitting in the corridor! Such is the service.

I visited the coffee shop with a friend and found a highly advertised pure and raw Serena signature honey. I requested a tasting and found it to be sheer treacle. Later, I was served a small jar of the same brand in my room, at room temperature of 25°C, it was crystalline with treacle and sugar crystals separated. Please view the attached photos where the sugar crystals and treacle are separated at 25°C. In the second photo, look closely for sugar grains around the rim of the jar.

The rooms are blistering hot for a peaceful night's sleep in winters. The air-conditioning only has the heating option. It gets so stuffy and warm at night that sleeping peacefully isn't possible.

The mattress on the bed was so bad in condition that the springs made noise and there was no girth in the mattress. It was changed the following day, however, the fact remains: how was such a damaged mattress in use in this "epitome of luxury" hotel?

The shower drain was clogged so bad that it took an hour for the water to drain that was accumulated at ankle height. View photos.

So, I decided to hold a meeting with the GM, offering my time to better their services. But the meeting was denied. The Duty Manager, one Naushad, didn't even provide me with GM Otto Kurzendorfer's email address while I awaited his return in the foyer for ten minutes before walking out.

And this is not it. There's still more which I will hold until another time.

(2018 experience - posted then)

Poor experience. Rude staff. Uncaring attitude. They will strip you down to your bags each time you enter the hotel. I stayed there for a week, and I told them that I did not want to be frisked each time I entered the hotel, but they won't listen. They gave me a room that had an adjoining door and it was very noisy. I got the room changed, but the air-conditioning wasn't working. They did not fix it for 7 days that I was there, and it was HOT inside. Room service was too slow. I ordered lemons one night at 9 p.m. and they rang my bell despite the "Do not disturb" sign on the door at 11 p.m. There are more stories to share over a span of 7 days that I spent there, and none of them...

Serena Hotel in Islamabad is the epitome of luxury and sophistication, truly embodying the standards of a 5-star establishment. From the moment you arrive, the grandeur of the hotel is apparent, setting the tone for an exceptional stay.

Accommodation: The rooms and suites at Serena Hotel are a perfect blend of elegance and comfort. Each room is meticulously designed with tasteful decor, plush furnishings, and modern amenities. The beds are incredibly comfortable, ensuring a restful night's sleep. The bathrooms are equally luxurious, featuring high-end fixtures, premium toiletries, and spacious layouts.

Dining: Serena Hotel offers a remarkable culinary experience with its array of dining options. The hotel boasts multiple restaurants, each specializing in different cuisines. Whether you’re in the mood for authentic Pakistani dishes, international favorites, or fine dining experiences, the chefs at Serena deliver exquisite meals with impeccable presentation. The breakfast buffet is particularly noteworthy, offering a vast selection of delicious and fresh options to start your day.

Amenities and Services: The hotel’s amenities are extensive and cater to both leisure and business travelers. The state-of-the-art fitness center is well-equipped with modern machines and provides a variety of exercise options. For relaxation, the hotel’s spa offers a range of treatments and therapies that promise to rejuvenate your body and mind. The outdoor swimming pool is beautifully maintained, providing a perfect spot to unwind and soak up the sun.

Conference and Event Facilities: For business travelers, Serena Hotel offers excellent conference and meeting facilities. The conference rooms are equipped with the latest technology and provide a professional environment for business meetings, seminars, and other corporate events. The hotel’s staff is highly efficient and accommodating, ensuring that all your event needs are met with precision and care.

Hospitality: The service at Serena Hotel is truly five-star. The staff is exceptionally courteous, attentive, and dedicated to making your stay as comfortable and pleasant as possible. From the front desk to the housekeeping, every member of the staff goes above and beyond to ensure a memorable experience for guests.

Additional Features: Lush Gardens: The hotel is surrounded by beautifully landscaped gardens, providing a serene environment for a leisurely walk or a peaceful retreat. Security: Serena Hotel places a high emphasis on security, offering guests peace of mind with robust security measures throughout the premises. Cultural and Artistic Touches: The hotel’s decor incorporates local art and cultural elements, giving it a unique and authentic ambiance that reflects the rich heritage of Pakistan.

Location: Situated in the heart of Islamabad, Serena Hotel offers easy access to major attractions, business districts, and shopping areas. The location is ideal for both tourists and business travelers, providing a convenient base for exploring the city.

In conclusion, Serena Hotel in Islamabad stands out as a premier destination for luxury accommodation. With its opulent rooms, exceptional dining options, comprehensive amenities, and outstanding service, it guarantees a stay that exceeds expectations. Whether you’re visiting for business or leisure, Serena Hotel promises an unparalleled experience of comfort and...

Here’s a refined review of Islamabad Serena Hotel, based on recent guest experiences:

🌟 Highlights & Praise

Outstanding service & professionalism Guests frequently commented, “staff was exceptionally friendly, responsive, and helpful,” making arrivals effortless and welcoming .

Luxurious ambiance and architecture The elegant design blends traditional Pakistani heritage with modern comfort—described as “stunning,” “grand,” and “majestic” .

Clean, spacious and comfortable rooms Visitors note that rooms are “immaculate,” with dependable comfort even if slightly dated .

Excellent dining options The breakfast buffet is praised for its variety (“egg and paratha station”) and quality; onsite restaurants consistently receive high marks .

Prime location & secure setting Nestled next to the Diplomatic Enclave with tight security, it's ideal for both leisure and business travelers .

Well-equipped amenities Spa, pool, gym, and garden offer great relaxation; housekeeping, laundry, and airport shuttle are consistently appreciated .

⚠️ Constructive Critiques

Premium pricing Many guests feel it’s “not budget friendly,” though they also note it’s “worth every penny” .

Signs of wear and aging Some rooms are “a bit tired,” with bathrooms and carpets showing age; a few guests suggest periodic renovations .

Crowded dining and service delays Breakfast area can get crowded, and room service or restaurant orders sometimes arrive slowly with small portions .

Gym accessibility The gym currently closes at 11 pm; several travelers would prefer 24-hour access .

Parking constraints Onsite parking is free but limited; some guests faced tight spaces relative to demand .

🗣️ Traveler Voices

From TripAdvisor, one user noted:

“Very nice and comfortable place to stay with family. Cleanliness is up to the mark. Very good ambience and cooperative staff members.”

From Reddit r/ExplorePakistan:

“Their breakfast was decent, they had a good variety. I also tried their Chinese restaurant … quantity was lower than I expected but …”

✅ Overall Verdict

Islamabad Serena Hotel is one of the top luxury properties in Islamabad—boasting exceptional service, beautiful architecture, comprehensive amenities, and a prime, secure location. It's particularly well-suited for travelers who value comfort and quality and are willing to pay for it. Occasional drawbacks include crowded dining areas, signs of aging in some rooms, and limited parking/gym hours—factors that may be outweighed by the overall experience.

📝 Final Tips

If you're booking, reserve early during peak seasons or events to secure good rooms and parking.

Bring flexibility for breakfast and room service timing, especially at busy times.

If gym access matters, confirm available hours before arrival.

For a fresh experience, request a...