Serendipity Holistic Resort Spa

Most important: the river deck which is an absolute feature of the hotel was gone, sadly destroyed during Hurricane Melissa. This feature was the main reason we booked this hotel - we wanted to be near a pool of water in the mountains laying out in a chair. All of this was gone. While they did put two chairs on the jagged rocks where the deck used to be, you couldn’t lay out in comfort. This needs to be disclosed on the website and during booking.

The couples massage we booked was also to be a main feature of our stay. 24 hours before we arrived, they emailed to ask if we could move our appointment up an hour. Sure, not a problem. But on the day of, they texted us 5 minutes before our couples massage to say our massages would be in series, not at the same time. They only had one masseuse on staff that day - who had specifically commuted in solely for us. We walked down to the spa to in our bathrobes to verify, and alas only one masseuse (also they appeared to only have one massage table…). I will say, they apologized, and when we declined massages in series since it meant lost time together, they fully refunded us quickly.

The bathroom shower did not have functioning hot water, and so we had to shower in cold water. The toiletry dispensers on the wall were rusty, broken, and only the body wash had some sort of liquid (that couldn’t be dispensed).

We asked in advance for airport transport, and they arranged a driver they often work with (his name was Kevin). It was $100 each way, paid by cash to Kevin. His car was beat up, with no seatbelts in back. He arrived 30 min late to airport pick up, and on the return trip to the airport, he tried to charge us an extra $20 as we loaded up at the hotel - which I simply didn’t even have, but he still took us.

The resort was nice but there was only one guest and there wasn’t alot for dinner.Was expecting a nice hospitality but reality was different.They said that they only opened the resort for us since it was under renovation but could have told us before if they were going through renovation.

There wasn't any hot water in the shower
We didn't have many options on the menu for dinner, but what they offered was good!

I loved everything.

Poca scelta per i pasti e prezzi abbastanza elevati

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The reasons why Serendipity just didn't hit the mark was because of attention to detail.
On booking.com, it is advertised as 4 star/genius, but when you went you realised that the room we were staying in looked tired...needed tlc. A touch of paint, and a realistic view of what is online considering the price point. The public toilets soapwah dispenser was broken, 2hr wait for dinner, I had to ask to get a beer a few times and perhaps things which are exprcted in 4* are lacking. Serendipity could be amazing, it's just slightly not quite there.

A few quirks with how the various room amenities were listed in booking.com. For example, things like slippers, robes, wardrobe, coffee and tea maker, mosquito nets were listed for the room we booked but not the room we ended up with. The office manager did her best to accommodate, but would suggest the property review the information they are listing to be more accurate. Also, the hotel lists free onsite parking no reservation required as an amenity, but the property only has two onsite places and had us park off property up the road. The dinners were great but extremely expensive (menu is listed on their website). Lunch was not so great (pizza, sandwich, salad) and also quite expensive. We had much higher hopes for the coffee being in the blue mountains but it was not properly prepared (I've lived in the blue mountains in the past and have a good sense of this). It also was not served both breakfasts. Spa service was excellent but the "complimentary wine" was very very low quality which didn't really match the price point.

You need a great driver and car to get there, roads are very narrow and bendy

Bad roads

The lighting at night could've been better, and the meal prices were pretty expensive without knowing beforehand

I was disappointed by the lack of transparency with the resort’s dining options. Although the online menu looked promising, there were no prices listed. On arrival, I learned that proteins and sides were sold separately, which made the meals unexpectedly expensive. Worse, there was no physical menu available, and the chef could only give rough price estimates from memory. This lack of clarity made it difficult to make informed choices and felt misleading. They did inform the menu had changed 2 days prior.
While I understand that prices may vary, transparency is critical—especially in a resort setting where guests rely on clear communication to plan their spending. I sincerely hope the management considers providing a physical or digital menu with accurate, itemized pricing moving forward. It would go a long way in improving the guest experience.

I loved everything! Especially the staff