Polana Serena Hotel

Stayed in this majestic hotel during the last part of my June/July 2024 Mozambique trip. |It was absolutely stunning! |The view was incredible and funny fact: the President of Timor Leste (East Timor) was staying in the same hotel on my exact floor. |It was very clean and comfortable. |The service was excellent! |The pool and spa was amazing. |I would definitely recommend this place!

The hotel was absolutely beautiful, with rich history and interesting reads on the walls. We enjoyed all of our meals and wish we could have stayed longer. We really enjoyed the proximity to local restaurants as well. I agree with prior posts… ask to stay in the main building if possible.

A really pretty hotel, and great facilities. I unfortunately had an issue with bathroom lighting, the TV bracket and had no view from my room at all - overlooked the buildings next door and was close to the road so had that noise. The one evening that I did eat at the restaurant was disappointing, waited nearly 10min to get a menu and even after getting that a few more to just order a cold drink. No waitron served me, it was left to the hostess to do which really made me feel unwelcome. Despite the issues, the location is great for work, the grounds are well kept and the people in general are friendly.

The hotel is breath taking. The views are amazing. The staff is friendly and helpful. The breakfast has more than enough amazing options. The hotel is definitely worth the price being charged. This was my first time in Mozambique, and I will definitely return to this hotel.

I went there for a conference meeting and I personally loved the place very nice service and the location is awesome with niCe views to the ocean and security for city walk any time you want.

In short, a well rounded 5* experience that really doesn't leave much to be desired. Pros: - Beautiful colonial style property with very professional staff all around - rooms are beautiful with nice walk-in shower, full sized bathtub, strong AC - two stunning pool, one large one overlooking the ocean and a second one in the spa area which was well heated. - generally fully equipped spa, with really hot Sauna including Aufguss, stream room and large jacuzzi. I was the only guest in the entire facility and it feels very secluded. I loved it. Only downside for guest used to European saunas, its gender separated - breakfast buffet with broad selection. Especially pastries and many juices. Very good coffee. Options for vegans a bit more limited. Starts at 7am - Dinner very tasty also with many good vegan options. Especially the Indian dishes were really fantasticaly prepared. They could add a few more interesting options in the cocktail menu. Cons: - Only real con I can think about is that there is only one old elevator and that one was our of order when we visited. Given the building is only three floors not a problem, but for someone with less mobility worth keeping in mind. Note: the property is close to the coast but it's a drive up

Run Away from this hotel||Our return flight was rescheduled, we had the information on July 4 at noon and we had to leave the hotel earlier, that is to say we vacated the room at 2 p.m. on July 4 and therefore lost the night of €180 (night from July 4 to 5) When we explained this to the reception, we had to deal with a strictly rigid staff who told us that it was a Travel click, that they could no longer cancel (we booked on the hotel website), that the Check Out was at 11 o'clock..., we offered to pay a later Check out but they didn't want to hear anything.... No commercial policy, no understanding of the situation, an unpleasant staff... So we lost €180... We will never return to this hotel and have already advised against it to our acquaintances The answer given to know no solution is not worthy of a SERENA hotel supposedly luxury... Very very disappointed with their behavior.

I must mention here that our confirmed booking at Polana Serena was cancelled upon arrival and we were told that the hotel was under government control during this time, and only those vetted by the government could stay. We were not refunded, for a booking that was already paid for and cancelled on arrival. That Serena would leave us in a lurch like this was incredulous. We were left confused because we saw many others in the lobby, including people attending events like the ABSA Bank function. Were all of them vetted too?||||Furthermore, we were utterly exhausted after our overnight journey. Even a simple request to have coffee or a glass of water was declined by the General Manager, Mr Nelson Rodrgrues ( proofs of conversation recordings available ) That level of disregard and inhospitality, especially during such a spiritual time for us, left us deeply hurt. It truly felt as though someone didn’t want us to be there.||When a confirmed booking is cancelled by the hotel without cause, no alternative equivalent accommodation is arranged — despite rooms clearly being available for our original dates — and when no explanation or refund is given even after multiple respectful requests, this is not simply a service failure. It is a betrayal of the basic standards of decency that any 5-star hotel must uphold, especially one operating under the AKDN banner which carries your Highness’s and Mawlana Hazar Imam’s name. #SerenaHotels #AgaKhan #rahimagakhan #AKDN