Serene Elegance Hotel

Nice hotel

I like their rooms and their hospitality staying with my wife and its wonderful experience

I am writing to formally request your immediate intervention regarding a confirmed reservation at the Serene Elegance hotel. The property is engaging in highly unprofessional behavior and attempting to manipulate the platform’s cancellation policies. After receiving a formal confirmation for my stay, I contacted the property directly to request their exact location. In response, the property stated that they do not have a room available for me and explicitly demanded that I cancel the reservation from my end. I have refused to cancel the booking myself, as the inability to fulfill this reservation lies entirely with the host. It appears the property is improperly listing availability on your platform and attempting to force a guest cancellation to avoid penalties, fees, or a negative impact on their property metrics. Please find the details of the issue below: Property Name: Serene Elegance My Core Request: I request that Booking.com officially handle this cancellation from the back-end as a "Host-Initiated Cancellation" so that I am not penalized with any fees. Alternative Accommodation: As this issue is entirely due to the host's error, I request that Booking.com assist me in finding comparable alternative accommodations or cover the price difference for a new booking, in accordance with your guest protection policies. I have retained screenshots of the message thread where the property explicitly admits they have no vacancy and instructs me to cancel. I am ready to provide these files to support my claim immediately. Thank you for your prompt attention to this matter. I look forward to your swift resolution and guidance on the next steps. Sincerely, I am writing to formally request your immediate intervention regarding a confirmed reservation at the Serene Elegance hotel. The property is engaging in highly unprofessional behavior and attempting to manipulate the platform’s cancellation policies. After receiving a formal confirmation for my stay, I contacted the property directly to request their exact location. In response, the property stated that they do not have a room available for me and explicitly demanded that I cancel the reservation from my end. I have refused to cancel the booking myself, as the inability to fulfill this reservation lies entirely with the host. It appears the property is improperly listing availability on your platform and attempting to force a guest cancellation to avoid penalties, fees, or a negative impact on their property metrics. Please find the details of the issue below: Property Name: Serene Elegance My Core Request: I request that Booking.com officially handle this cancellation from the back-end as a "Host-Initiated Cancellation" so that I am not penalized with any fees. Alternative Accommodation: As this issue is entirely due to the host's error, I request that Booking.com assist me in finding comparable alternative accommodations or cover the price difference for a new booking, in accordance with your guest protection policies. I have retained screenshots of the message thread where the property explicitly admits they have no vacancy and instructs me to cancel. I am ready to provide these files to support my claim immediately. Thank you for your prompt attention to this matter. I look forward to your swift resolution and guidance on the next steps. Sincerely,

Amazing people

Nit

Good

Staff was really nice

They should provide laundry and ironing services at hotel as dry cleaning is costly outside.

Very good experience at the Serene Elegance Hotel. The staff was good.

Everything ok

Location, room size, supporting staff, worth the money. There was no hot water (only for 2 hours) and microwave facility.

My overall stay is great and I stay in Sydney hotel with my family

Rooms are designed for comfort and relaxation, featuring a cozy bed, clean bathroom, heater flat-screen TV, free Wi-Fi, and a seating area. Large windows provide natural light with a view of the city/market. Perfect for both business and leisure travelers.

Despite a confirmed booking, the hotel had no room available and blamed overbooking. We were moved between multiple guest houses, one of which was dirty, causing stress for my family. Very unprofessional service, this feels more like a guest house than a hotel. Mis commitment. Even after a confirmed booking, no room was available due to overbooking. We were shifted between guest houses, including a dirty room, which caused a lot of inconvenience to my family.

Even after a confirmed booking, no room was available due to overbooking. We were shifted between guest houses, including a dirty room, which caused a lot of inconvenience to my family.

When I arrived at the property, I first met the front desk staff. He asked me to cancel my booking on the Booking.com app and said that if I did so, he would charge me only the room rate, excluding the 7% tax. This felt very unethical. Later, the hotel owner called me to the office and said that I had booked the room at a lower price than their actual rate and that I would need to pay extra. I explained everything and showed her the booking details on the Booking.com app, but she did not trust the information. In the end, I left the hotel. We were extremely frustrated and struggled to find another place at the last minute. Very disappointing I am writing to formally complain about my very disappointing experience at the property I booked through Booking.com. When I arrived at the hotel, the front desk staff asked me to cancel my booking on the Booking.com app and told me that if I canceled, I would be charged only the room rate, excluding the 7% tax. I found this request highly unethical and inappropriate. Later, the hotel owner called me to the office and stated that I had booked the room at a lower price and that the actual charges were higher, insisting that I pay extra. I explained the situation clearly and showed the confirmed booking details on the Booking.com app, but she refused to trust the booking information. As a result, I had no choice but to leave the hotel. This caused significant inconvenience, stress, and difficulty in finding alternative accommodation at the last minute. This experience was extremely frustrating and disappointing. I request that this matter be reviewed seriously and appropriate action be taken to prevent such behavior in the future.

Location Small rooms

Hospitality and the food

receptionist and staff were very nice and helpful

Sometimes there's a power breakdown so the room ac automatically shuts down and it happens usually at night