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“Good hotel, but customer service inconsistent some absolutely amazing and some very poor”

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Dar es Salaam Serena Hotel
Ranked #7 of 95 Hotels in Dar es Salaam
Certificate of Excellence
London, United Kingdom
Level Contributor
6 reviews
“Good hotel, but customer service inconsistent some absolutely amazing and some very poor”
Reviewed August 22, 2014

Stayed at Serena for 7 weeks (4 weeks and then 3 weeks) !
It was clean and comfortable, and good location for business (water is 1km but not for swimming). Rooms are fine, bathroom a little basic in decor. However everything was always clean and worked well (especially the AC which was a god send!). Each evening the lovely lovely cleaning staff would stock your room with fresh bottled water and anything else you might need.
Pool small but very refreshing after a long day in the heat. Good cleaning service.
Three restaurants, food was good. The main restaurant has a cook to order station which serves really really great food! Curry night was my favourite :) The more upmarket restaurant - a fish restaurant - cooks the most incredible sea food!
The main issue with this hotel was the staff... some were absolutely amazing but some were unhelpful and rude. The cleaning staff, porters, chefs, some waiters were so lovely - we would chat each day when I came in and I got to knew them pretty well. They really made me feel welcome and are an asset to Serena.
However.., there were many reception staff, waiters, business services staff that were rude, and unhelpful. The most simple task proved too difficult (like ordering me a taxi for a certain time). I often felt like, as a guest, I was an inconvenience to their job. The reception staff have a lot to learn from the porters and cleaners!

  • Stayed February 2014, traveled on business
    • Location
    • Sleep Quality
    • Service
Helpful?
Thank TravelMonkey47
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SerenaHotels, Manager at Dar es Salaam Serena Hotel, responded to this review, January 1, 2015
Dear Guest,

Thank you for taking time to give us feedback about your stay. We are pleased to note that you were happy with your stay with us save for the few "bad apples"! Your review was shared with the staffs and particularly the Reception team and trainings implemented to correct these anomalies.

We are confident that the issues are now resolved and we look forward to welcoming you back during your next visit to Dar es Salaam.

Sincerely

Management
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (117)
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Dubai, United Arab Emirates
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed August 12, 2014

My wife and I had the wonderful opportunity to stay for 2 nights at the Dar Es Salaam Serena Hotel. Our experience was extremely pleasant from the moment we arrived. We are always greeted with smiles and the hotel staff ensured our requests were taken care of. The room was spacious, ambient and the king-size bed is rather large.

The breakfast menu was varied and outstanding. Whenever we stepped out of the hotel; even briefly, we were pleasantly surprised to find our room made clean and tidy – this is something which we noticed lacking in other hotels.

Thank you for making our stay very memorable and the lovely basket of fruits in our room! :)

  • Stayed August 2014, traveled as a couple
    • Value
    • Cleanliness
    • Service
Helpful?
Thank MoizRashid
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SerenaHotels, Manager at Dar es Salaam Serena Hotel, responded to this review, January 1, 2015
Dear Moiz,

Thank you for taking time to reflect on your stay and we are delighted to note that you enjoyed your stay with us. We invest heavily in our staff because we believe that they are our greatest assets - it is therefore refreshing to note that they treated you well!

Your review was shared with all the staffs and they were very motivated by your comments.

Thank you once again and we look forward to hosting you soon.

Sincerely

Management
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Level Contributor
32 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed August 7, 2014

So the hotel is about a kilometer from the beach. the rooms are kinda spacious but the decor is very oldschool, like hotel's from the 80's. It's dimly lit in every room except for the bathroom.

The staff are very freindly and helpful. The have an exchange int the hotel itself as well as nice souvenir shop, which have moderate prices you can still bargain a little.

There is the sea food restaurant in the hotel that is amazing and some of the best food I've had in a long time.

It's not a bad hotel at all but it's just not very good either.

Room Tip: Pick a room that faces the garden towards the back of the hotel
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  • Stayed August 2014, traveled with family
    • Value
    • Location
    • Service
Helpful?
Thank Dthmtl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SerenaHotels, Manager at Dar es Salaam Serena Hotel, responded to this review, January 1, 2015
Dear Guest,

Thank you for taking time to review our hotel. We are pleased to note that you enjoyed your stay with us and particularly your dining experience at our Jahazi Seafood restaurant!

The hotel is scheduled to undergo a phased renovation/upgrading programme with effect from February 2015 and this will greatly enhance our physical product.

Once again, thank you for your comments and we look forward to hosting you again.

Kind Regards

Management
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Hershey, Pennsylvania
Level Contributor
12 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed August 2, 2014

Excellent indoor facilities, food and breakfast. Good wait staff. The front desk staff are incompetent - they had room reserved under a boy in our party who was 13!! We were a large party with several adults and only one child - they decided to book one room for the child!! The hotel was previously provided by our agent with specifics of each room and names - they just ignored all of it. To fix this, the front desk asked for our passports and we spend 15 minutes completing detailed forms at check in. Yet an hour later when I tried to use the wifi the password did not work as they had not changed the names on the booking. I was given the only handicap room available on the first floor - bath room has a tub that is high - but no stool or transfer board. The bathroom is not wide to make turns with the wheelchair. The outdoor breakfast area has a makeshift ramp that takes you through the lawn that is slushy to the table settings under the umbrella. Overall one of the better hotels in Tanzania that I stayed in. Security is overbearing in the front and the price of this hotel is high.

Room Tip: Dont get rooms in 1st or 2nd floor near the elevator - the music from the night club is on until 12...
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  • Stayed July 2014, traveled with family
    • Value
    • Rooms
    • Service
Helpful?
Thank T S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SerenaHotels, Manager at Dar es Salaam Serena Hotel, responded to this review, January 1, 2015
Dear Guest,

Thank you for taking time to give us feedback about your stay with us Whilst we rated well in as far as food and beverage is concerned, we have noted your comments with the arrival experience and are happy to report that all the issues highlighted have since been addressed.

Thank you for you comments on wheelchair accessibility and we have already shared these with our architects and the critical areas will be resolved with the first phase of our renovations planned to take place from February 2015.

We look forward to welcoming you back to Dar es Salaam Serena Hotel.

Sincerely

Management
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Nairobi, Nairobi Area, Kenya
Level Contributor
12 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed July 31, 2014

Very much a business hotel but also a great base for seeing Dar. Rooms are very comfortable. Food is excellent. Friendly staff. Access to golf course, so you can take a walk down to the sea. As you'd expect with a business-based hotel, very good wifi coverage. Transfers to and from airport can be long due to traffic, but drivers are excellent and the cars all have free wifi.

Room Tip: There is an executive suite on the 7th floor so if you like that sort of thing, ask about rooms that...
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  • Stayed July 2014, traveled as a couple
    • Sleep Quality
    • Rooms
    • Service
Helpful?
Thank Melanie B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SerenaHotels, Manager at Dar es Salaam Serena Hotel, responded to this review, January 1, 2015
Dear Melanie,

Thank you for taking time to reflect on your stay with us. We are delighted to note that you enjoyed your stay and your comments have been shared with all the staff!

It is indeed true that traffic jams in Dar can be quite long and that's the reason why we decided to install WiFi internet in all our vehicles so that our guests can still be able to work/communicate despite being stuck traffic.

We look forward to hosting you again and please do not hesitate to let us know what else we can do to make your future stays' with us more comfortable.

Sincerely

Management
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Copenhagen, Denmark
Level Contributor
32 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed July 30, 2014

Unlike other Serena hotels I've stayed in this one does not reach the usual high standart to be expected from Serena. The hotel staff seems totally uninterested in making you feel welcome and you wait forever for your food in the restaurents.On top of that 5 of us got foodpoisening...

  • Stayed April 2014, traveled on business
    • Value
    • Cleanliness
    • Service
Helpful?
1 Thank Charlotteashanti
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SerenaHotels, Manager at Dar es Salaam Serena Hotel, responded to this review, January 1, 2015
Dear Guest,

Thank you for taking time to give us feedback about your recent stay with us. We have noted that areas of shortfall as highlighted in your review and rest assured that they have since been resolved and internal interactive training sessions are still ongoing.

We are however shocked with the food poisoning allegation and will contact you directly to get further details.

Thank you once again for your comments and we hope to have another opportunity to host you again in future.

Sincerely

Management
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Munich, Germany
Level Contributor
40 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed July 28, 2014

Tripadvisor should change the registered name of the hotel. It is now a Serena for quite some time. I stayed there on business and the hotel is still one of the best places in town. Also for meetings and smaller conferences. But that comes at a price. The hotel is not cheap. Overall, a good place.

  • Stayed March 2014, traveled on business
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank dk_rd69
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SerenaHotels, Manager at Dar es Salaam Serena Hotel, responded to this review, December 30, 2014
Dear Guest,

Thank you for taking time to review our hotel and we are pleased to note that you enjoyed your stay with us.

We look forward to hosting you again and please do not hesitate to let us know what else we can do to make your future visits more comfortable.

Sincerely

Management
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Dar es Salaam Serena Hotel

Property: Dar es Salaam Serena Hotel
Address: Ohio Street | P.O. Box 791, Dar es Salaam, Tanzania (Formerly Moevenpick Royal Palm Hotel Dar es Salaam)
Location: Tanzania > Dar Es Salaam Region > Dar es Salaam
Amenities:
Business Center with Internet Access
Hotel Style:
#6 Luxury Hotel in Dar es Salaam
#10 Business Hotel in Dar es Salaam
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Dar es Salaam Serena Hotel 5*
Number of rooms: 230
Official Description (provided by the hotel):
An oasis of luxury at the very heart of Dar es Salaam, the elegant and cosmopolitan Dar esSalaam Serena enjoys an exceptionally high-profile clientele and regularly plays host to bothregional and international events. Stylish yet relaxed, the hotel is one of the capital city’smost popular rendezvous and makes the ideal venue for both corporate and social events. ... more   less 
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Also Known As:
mövenpick Dar Es Salaam
Dar Es Salaam mövenpick

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