Business ProfileforSerena Inn & Suites

This hotel does not care! We were traveling in 2 separate cars and my husband brother and niece arrived early. They went to the hotel to find the GM outside smoking They asked if they could check in and the GM said no not until 3. They decided to wait and when they did checkin they got the third floor. My husband assumed there was an elevator and they walked up to the room with no luggage. They thought since we were at least 2 hours out they would go to the mall and get something to eat. I had called then after 3 and they said we were on the 3rd floor. I asked if there was an elevator and he said he wasn't sure but with 3 floors he thought they should.I told him I would call because I had a stroke and there was no way I could make up 3 flights of stairs. I called the hotel and the man that I talked to said that if they didn't touch anything he could put us on the 1st floor to tell my husband to let him know. He was only a little ways away from the hotel and he went right there When he arrived the GM said no you get what we give you you stepped foot in the room its yours. So I called them and said that I requested a 1st floor room when I booked through Expedia and she said they don't have to honor that request and we take what they give us besides my husband was up in the room for the last hour and a half. I said no he wasn't they have been on the town. My brother whom I was traveling with gave us his room and he took our 3rd floor room. We went to take a shower and the towels were the size of hand towels the wash cloths had holes in them and were stained and thin. The bed was comfortable but everything was hooked up to a powerstrip with an octopus of cords all over the place.The pillows were as big as small throw pillows glad I brought my own. No scream on windows