"I recently stayed at Serena Hotel Islamabad for two nights. The hotel itself is beautiful, luxurious and has a lovely atmosphere, and I found most of the staff to be friendly and polite. However, unfortunately, I experienced several problems during my stay which I would not expect from a hotel of this standard, especially considering how expensive Serena is compared with other five-star hotels in Pakistan.
As soon as I checked into my room, I went to the bathroom and noticed that the exhaust fan was not working. I reported it and had to wait for someone to come and resolve the issue.
More seriously, while I was using the bathroom, the door became locked from the inside and I could not open it. I was genuinely trapped and became extremely anxious and panicked because I felt like I could not breathe properly. This was a very frightening experience, and bathroom doors and locks in a luxury hotel should be checked regularly to make sure something like this cannot happen to a guest.
Another very disappointing incident happened when I was ironing a brand-new, expensive shirt. The iron immediately stuck to the shirt and burnt it, completely ruining a new item of clothing. This was extremely upsetting and, again, I would expect the hotel to ensure that irons provided in guest rooms are in proper working condition.
On a couple of occasions, we also had to ask more than once for face towels, which was another small but noticeable service issue.
Overall, the hotel is beautiful and"
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