The Inn at Serenbe — Hotel in Chattahoochee Hills

We attended a charity event with an auction and bid & won the Family Trip to Serenbe. After spending the week at Serenbe we went to check out & return our keys and you can imagine my surprise when they told us we owed them $800! The auction item was sold as a “Family Trip to Serenbe” and included (verbatim) five nights at the Inn at Serenbe and two five-day passes at Camp Serenbe for children ages 3 ½ to 10. Also includes a massage and facial, dinner for four on Thursday and Fried Chicken Lunch for four on Sunday. (I still have the original certificate.) This package is for a FAMILY and we bid on it for our FAMILY. The certificate - based on the verbiage - was intended for a family of 4 (but we have 3 children) so I paid the full tuition for my 3rd child to go to camp. Having never been to Serenbe before I called to make the reservations, reading the woman (and scanning & emailing a copy so that they could see it as I spoke to them) and took the accommodations suggested to me by the representative on the phone. The woman told me that the cottage she was putting us in had 2 king size beds and I told her that would be fine as my children are small (at the time 8, 8, & 6) and they could easily all fit in one king size bed and my husband & I would share the other king size bed. At no point did anyone ever say that the 2 king size beds, which were in 2 separate bedrooms, were going to be more than what my auction item covered. At no time did the Serenbe representative say to me that this was going to cost me additional fees - more than what the certificate was for (five nights for a FAMILY). I had no preference where they put us up – but regardless I expected sleeping accommodations for a FAMILY of four (and if our kids had to sleep together in a bed it would be fine – which they did); but why would I think that if the package was for a FAMILY including two five day passes at camp AND dinner for four AND lunch for FOUR that they would charge me for the second bed/room?!! If there was a cottage with one sleeping room that had beds for 4 then they should have given us that room? I did not request the cottage (with 2 rooms each with a king size bed) that we were put in! I read the copy on the certificate to the woman (as well as providing a copy) and she put us in a cottage! This does not make sense! I tried repeatedly to speak with Garnie Nygren, whose name is on the certificate; She has never once accepted my phone calls, returned my phone messages, replied to messages left with her staff or come to meet me when I was standing there on the property. On top of it all, as you know, this was an auction fundraiser for scholarships – we paid $2500 for the auction item and then on top of that for our 3rd child to go to camp. We paid more than the package was worth as it was for charity!!! It is not about the money; it is about the moral principal of it all and doing the right thing. The written documentation that Serenbe provided to American Express states the “Gift Certificate was good for 1 room”- that is not accurate. The Gift Certificate was for a “Family Trip to Serenbe – This package includes five nights at the Inn at Serenbe and…….” I would expect sleeping for 4 regardless of the number of rooms. If you did not want us to be in a cottage with 2 rooms – each with a bed, then put us in a room or cottage that has 2 beds in one room!! I did not request this space – I had never been to Serenbe!! I did dispute it for over a year with no satisfying resolution so I have taken my dissatisfaction to social media to let others in our community know to be aware of Serenbe's practice of unclear documentation, not satisfying the customer and a far as I am concerned double...

Decided to do the 48 hour package at Serenbe to get some me time and reset within an hour of home in metro Atlanta. The Inn staff were all friendly and welcoming. Pablo was my assigned butler/concierge and he was wonderful making sure the room had great finishing touches and making sure I had everything i needed. This package included a golf cart to get around the whole hamlet. It also gave credits for dining there at 3 restaurants. Had a great dinner at the Farmhouse restaurant. I had gotten a room at the lakehouse. This is a shared space- and shared thermostat. This particular evening was chilly. I had put the thermostat to 72. Unfortunately the people in one of the other rooms decided this was too warm and turned the air on. A gentleman knocked on my door and said it was like 80 degrees in their room. I said I understood putting the air on for a bit to bring the temp down but I figured we could come to some compromise seeing that the low that night was 39. When I brought that up he said yeah but we are inside so I saw there was no compromise there. I slept ( or tried to) in an icebox that night. One of the times I Woke up in the 2 am hour was to the TV in the common area blaring with noone out there when I went to look and eventually turned it off. First thing the next morning I went to guest services. Aurica was very sympathetic and immediately set about correcting this for me. Pablo came with breakfast in bed and also bent over backwards to help me. I had a horseback ride on the trail with Kristal and Addie who were great and by the time that ride was over my room was ready. This room in the mainhouse was great- well appointed and best of all my own thermostat. Rest of the evening was great. The next day my last morning there I had spa services as part of the package. I arrived at the spa, checked in and changed. After my therapist did not show up to get me i waited 10 minutes and let the staff know. They said the therapist had not shown up and hadnt called them back. The manager first said they would do my other service a facial first and then try and get my massage done. After waiting another 30 minutes someone else came back to tell me they couldnt do my massage but i could do a 90 minute facial. I told them forget about it and left the spa. I went back to the front desk and Aurica and Sarah another young lady that had been helpful throughout this process. Pablo had been made aware of the situation and again was wonderful. He offered me either a free night with those services another time or to give me back a night. I chose the latter as I had no intention on returning to the spa. Again the staff at the Inn itself I cant say enough about and these incidents were beyond their control and so for a weekend that didnt really deliver the decompression I was looking for Pablo,Aurica and Sarah are definitely why Im giving a 3 out...

Serenbe is a place I have never heard of before this weekend trip away. This is even more surprising given I grew up in McDonough Ga which is only about 20 minutes away. The development is quite the operation and one that has a long history that started with a single idea to create a community that functions as a self sustaining island within the outskirts of Atlanta. It is the brainchild of developer Steven Nygren. Many in the area may also recognize his name and resume as a restauranteur. I even ran into him on one of our golf cart outings and can now excitedly check off having a conversation with a billionaire off my list. Preservation and a carbon neutral environment are evident everywhere. Serenbe is a concept that I respect but do not think I could live in forever. The arictecture alone is worth the trip as house viewing by golf cart can serve as a pastime. And there are a lot of golf carts. This is the primary mode of transport within the community. I had mixed emotions the entire trip as isolation and escapement was our goal but after a few days I was ready for civilization again. The Inn is just what I needed. The rustic and comfortable atmosphere fit the surrounding wildlife. It feels like being back at grandmas house only the Inn comes with a restaurant and bar. Our room was large and the bay window with accompanying sitting area was my favorite spot. This created a perfect nook for morning coffee with views of the courtyard. All the staff were pleasant and were eager to help with any request. The outside space has many opportunities for relaxation. The labyrinth (first time getting to use that word in a review, ha!) can teach you a lesson on patience and solitude if you follow the rules. The pool is a great retreat and served as a nice backdrop in juxtaposition with views of free range sheep and a rusted sheet metal barn beyond its reflection. There is also a legitimate bocce court which provided a little relaxing competition in our stress free weekend. These are just a few examples of some of activities you can have on the grounds but a weekend at the Inn can be many things depending on how you want to take advantage of what it has to offer. Overall it was a great stay in a truly unique environment and one I think anyone can...