Querida Fernanda, lamentamos sinceramente que tu experiencia no haya cumplido tus expectativas. Agradecemos tu retroalimentación y queremos aclarar que nuestro establecimiento es un hotel, no un motel, y trabajamos arduamente para proporcionar un ambiente cómodo a nuestros huéspedes. En relación con la política sobre menores de edad, hacemos excepciones en situaciones particulares para no dejar a las personas sin alojamiento, pero es crucial destacar que no aceptamos menores de edad de forma regular y que esto está estipulado en nuestra politicas. Entendemos tus preocupaciones y trabajaremos para mejorar la claridad en nuestras políticas. Lamentamos cualquier inconveniente experimentado durante tu estancia y apreciamos tus comentarios como una oportunidad para crecer y mejorar.

Thank you, Zoraida, for your review of our hotel. We are glad to hear that you found the hotel quiet and conveniently located near entertainment areas. We appreciate your kind mention of the staff's cordiality. We apologize for any issues with the room presentation, would you like to tell us more about it so we can continue improving our service? You are more than welcome to stay with us again!

Dear Isidoro, Thank you for your review of our hotel. We appreciate your feedback. We apologize for any concerns regarding safety. Please be assured that we take the safety of our guests very seriously and have implemented measures to ensure a secure stay. We hope to have you with us again in the future

Thanks!

Querida Janice. Muchas gracias por tu comentario. Nos alegra que nuestro servicio y locación hayan estado a tu altura. Siempre serás bienvenida en nuestro hotel!

Dear Isabel. Thank you so much for taking the time on wirting something. We are very happy you enjoyed our stay with us and the locatation

Dear Jose. Thanks for your comment! You are more than welcome here.

Mr. Andrew we would like to know what happened during your stay that you were not satisfied.We hope with your comments we can provide you with the best service.

Thank you so much.

Dear guest, we are very sorry to hear that your experience with us was not to your liking, however it is important to emphasize that there was no refund from us or Expedia due to the fact that no evidence was provided that the lanceria and location was in disrepair as you mention. We always try to provide the best service possible. Best Regards Guest Service Manager.

Thanks so much for helping us to be better and we are working so hard to bring you the best of the best. Best Regards. Guest Service.

Thanks so much Elias to be part of our family serena Hotels.

We are very sorry for what happened and we are working so that this does not continue to happen. Thank you for helping us to be better with your comments.

Thank you Hans to be part of our famikly serena hotels. We hope so see you soon again, you very welcome.

Thanks so much Leevin we are working hard for you gays get a great time with us.

We are very sorry for what happened and we are working so that this does not continue to happen. Thank you for helping us to be better with your comments.

Querido Jose, gracias por dejar tu comentario, esperamos que vuelvas pronto!

Dear TiborWe thank you for taking the time to leave feedback about your experience. We are very sorry for the inconveniences you had during your stay and we apologize for not meeting your expectations with your standards of quality and service. We take your comments very seriously and we are working to change processes in search of excellence in the stay of our guests. Regards,

Hola Gabriela¡Gracias por tomarte el tiempo de calificar nuestras instalaciones de Provenza Lofts!

Marco. Thank you for taking the time to leave us your feedback, we are glad you enjoyed your stay with us. Hope to see you soon.

Hola Lizeth¡Gracias por tomarte el tiempo de calificar nuestras instalaciones de Provenza Lofts!Saludos

Dear MiguelIt is very valuable for us and our service team to know that we have met your expectations of service and comfort. We are very committed to work to offer a true quality service.Best regards.

Buen día MairaEn cuanto a su comentario, queremos aclarar que se le enviaron 2 mensajes por este mismo medio, informando que la tarjeta de crédito que uso para reservar, no correspondía a la persona que estaba como titular de la reserva. En estos casos no se puede proceder con la reserva, pues no tenemos la garantía que no se trate de un fraude.Se le enviaron 2 mensajes informándole esto y en uno de ellos se le dió un tiempo para comunicarse con nosotros y aclarar el tema, pero no obtuvimos respuesta de su parte.Lamentamos muchos los inconvenientes y malos entendidos que se hubieran podido presentar.Cordialmente

Dear MónicaThank you for taking the time to leave us your comments, we are glad you enjoyed your stay with us. Hope to see you soon.Best regards.

Hola AbelardoLamentamos mucho los inconvenientes que tuvo durante su estadía, tomamos sus comentarios muy en serio y ya estamos trabajando en ello para corregir y poder brindar un servicio de calidad.Esperamos poder tener nuevamente la oportunidad de atenderte nuevamente y que puedas disfrutar realmente de su estadía con nosotros.

Dear MichaelThank you for taking the time to rate our Provenza Lofts facility!

Dear Jose Thank you for taking the time to leave us your comments, we are glad you enjoyed your stay with us. Hope to see you soon. Best regards. Serena Team

Good morning Joseph! Thank you for taking the time to rate our facilities. We apologize for not meeting your expectations. We are working to change processes in search of excellence in the stay of our guests. We hope you have a great day

Hola Luis, queremos agradecerte por hospedarte con nosotros y tomarte el tiempo para dejarnos tu feed back, estos nos ayudan a seguir mejorando y ofrecer un servicio de calidad. Esperamos verte pronto de nuevo. Equipo Serena Hotels

Hello Michael, thank you very much for rating and sharing your comments with us about your stay. We are glad to read and know that you enjoyed your stay and the property as much a we loved your visit. Please allow us to have you back at any time. Best regards.

Hello Gary, thank you very much for rating our property! best regrds.