Serene Vegas Boutique Hotel — Hotel in Paradise

Long review but many MAJOR safety concerns. We stayed October 10-14th, 2024. October 10th we checked in around 5pm to our room on the ground floor facing the pool. We put a bag of snacks on the table and put our bags away. We left and came back around 10:30pm. October 11th at 5:30-6am, we noticed some snacks that we brought went missing. We informed the front desk, and they told us they will inform security and we asked to not let anyone in our room including housekeeping due to this issue. Someone knocked on the door at 4:30pmish and dropped off the snacks and stated they traced it by cameras. this person is walking down the hallway towards the door out of this building. They didn’t stay to apologize or explain the situation to us. The night of October 11th/October 12th 3:40am, we hear our sliding glass door open AFTER we had turned the lock three times to lock it. We screamed at the person trying to enter to get out and the sliding door closes and the person disappears. We call the front desk from the room phone twice and no one answers. We call 911 from the room phone and it states “the number you have dialed is not in service”! We call 911 from a cell phone and they tell me they are sending an officer out. We call the front desk a third time and they finally answer and they are sending security to our room. Security supervisor comes to our room and we explain the situation and the situation the night before. Security supervisor was never informed of the situation of our missing snacks the day prior. Security supervisor was super helpful and super understanding on how we were feeling. We didn’t feel safe knowing someone had been in our room, something went missing and returned with minimal explanation and now someone tried to come in our room. The door locked after a “trick” we learned. We were scared, frightened and didn’t sleep all night. All of our sense of security and safety was gone from that situation. There was no other room to be moved too since they were fully booked. Trying to find another hotel would have been twice as expensive given that short amount of time. Security supervisor came back with an explanation on the snack situation and it could be understood. Despite understanding the explanation, it was an employee that had taken the snacks and the same employee that brought them back without explanation or apology. An explanation was given to us about the person trying to come in through the sliding glass door: Another guest who was staying in the room next to us, who was a potential buyer of the property, came in the lobby drunk to get another room key, he possibly thought it was his room he was walking into. Maybe I’m overthinking but if you get a room key to get into your room, why would you go through the back sliding glass door?? It didn’t make sense. Also, there are no room numbers where the back sliding doors are. I understand to an extent but still. We NEVER heard from the manager after these incidents for an apology nor explanation. There was absolutely no service recovery from the manager. we actually tried to find the manager a few times to see if there was anything he can do about this situation. We were comped the two nights that something happened while we were there. We realized that we haven’t spoke to the LVPD about the situation nor have a police statement. We contact the non-emergency number and they talk about our call that night. They had stated that they sent an officer out to the hotel property and the hotel property stated we didn’t need them anymore. If we didn’t need the LVPD, why would we have called them?! Also, we never said we didn’t need them. We wanted to talk to them about this situation and get an official report. Now, we have one major incident happen, no official documentation on the incident, and he said/she said. It just seems off and feels like this is being swept under the rug. The only one who was helpful and gave us a little peace of mind was the security...

I was browsing online for a quiet cozy spot just off the strip where I could unwind and relax, I seen the King Suite through their websites, read some reviews and figured, what the heck, I will give it a try, the day after Thanksgiving I arrived to my room, mind you its my birthday weekend, it's about midnight, I'm tired from travelling, the lady upfront was very helpful, did advise me only that night was paid for since I booked thru a 3rd party, I said I would come back in the A.M and get it straightened out. Arriving to my room, no elevator to go to 2nd floor, me and my friend had many suitcases, this was kinda inconvenient. First glance at room, it smelt like a old bar, but very cute. So after getting comfortable realized there was no pillows on bed, so I called down to the office to get some, after returning from grabbing pillows, I wanted cool air, can't find remotes to work them. Again, called down to the office, they sent security up to give me the missing remote. Now that I am frazzled and stressed out, what a better way to unwind then relax in your on suite jacuzzi tub. What?! Doesn't work?? The note left on the tub does not reveal it is out of order, just saying it's old and would be replaced. After learning it was out of order I was done with everything and figured I would speak to a manager in the am to see of I could get moved to a room that does work! 10:30 am rolls around, figured I would like to get this situation figured out before I pay to stay another night. First greetings of manager, "Jonathan" fake friendly, I was calm speaking to him about the frustrations of the hot tub not working and kindly asked if he could offer me another room that does or a discount on the following night he was very short argumentative would not listen to my concerns and it was very rude, I offered to even pay full price after how he was treating me, in fact he refused to take my payment and told me I was not welcome there and I needed to get my stuff out of their room and leave their resort. This had to be one of the worst customer service, and managers I have ever encountered in my life! The rooms were dirty, toilets were not scrubbed in months and nothing worked. And if you bring this up to the manager, he will kick you out. I would definitely...

So I am a little confused at some of these reviews and want to leave my experience due to so many negatives and give some insight because the good reviews are what led me to stay here.

I stayed from 10/15-10/17 and primarily stayed here because I would only be at the hotel for sleeping and didn't need anything extravagant since our group was staying on the strip. After arriving, this place exceeded my expectations. The main reason for choosing this place was due to price, it was cheaper than everything around at the time. The hotel was transparent and responded quickly to the few questions I had. The key part to booking is READING the website and asking questions. There were no secrets, the website says showers only, so I knew that going in. It states all the fees and that there is a $200 deposit collected at check in. This makes sense, I am not sure why so many people are so shocked by this. Its Vegas, people get drunk and gross and destroy rooms. Don't destroy the room? You get your deposit back. I got mine back within a day. The website did not state how it would be best collected so I asked and they responded very quickly telling me a credit card or cash was the best option. Since I booked through Expedia, I confirmed that I was getting the room that was shown and they confirmed that yes it was an updated room. I let them know that my flight would be in after check in- it ended up getting delayed and I didn't arrive to the hotel until 1am. No issue no questions no rudeness.

The place itself was...yes, serene. Very chic inside lobby and maintained outside. This place reminded me of a stay in Cabo. Only downside is I didn't ever see the bar open and would like to have stopped by there before going out. I never heard anyone while there, it was very quiet and saw maybe 3 couples passing through. The room was clean the bed was comfy, I saw security quite a bit which was comforting coming in and out late.

Is it as flashy and have as many amenities as something on the strip? No. But for the price was it good? Absolutely.

I would stay here again if I ever find myself in...