Polana Serena Hotel

“Super!!!”

I hope it can help you, if you're looking for a place to stay and have good experience, pick Hotel Polana you'll never regret.

“Excellent hotel, but the service level has gone down”

Excellent hotel in terms of location and charm of 100 years ago. Breakfast is very good. Some of the hotel staff have forgotten about good customer service... Compared to 10 years ago, the service level has decreased and justifies a review by the hotel management.

“Polana Hotel, the pearl in the crown of Maputo. Not quite, please paint the exterior white again!”

My partner surprised me with a two day stay at the Polana Hotel in Maputo, Mozambique. The arrival at the original building is spectacular. The interior of the hotel public spaces is so beautiful, unfortunately that is where it ends. We were housed in the newer addition which was a great disappoint… more

My partner surprised me with a two day stay at the Polana Hotel in Maputo, Mozambique. The arrival at the original building is spectacular. The interior of the hotel public spaces is so beautiful, unfortunately that is where it ends. We were housed in the newer addition which was a great disappointment. A 1970's style block of stacked units hidden from view of the main hotel. Absolutely CHARMLESS and with typical hotel type interior decorations so common in Africa. Woven grass placemats against the walls in the room and walls papered in a huge photo of the same grass placemats! It was definitely NOT what I expected. I do not like giving bad reviews but in all honesty 5 star this was not. The interior decorators could have done so much to make the rooms look a bit more luxurious and in tune with the original building. The bath in our bathroom was dirty as well as the floor. I reported this to the receptionist at the main reception and her English was very basic, so nothing was done about the bath during our stay. Service at the pool was absolutely shocking, you may pay for 5 star but that is not the service you receive. My partner ordered a drink, his mix and ice arrived about 30 minutes after the spirits were brought, this after he got up and went to search for the waiter. Once again miscommunication because the waiter spoke so little English. We travel extensively in Africa and abroad and even at the most basic of hotels there are staff that speak good English and can communicate with guests that do not speak the local language. At a 5 star hotel all waitstaff and receptionists should be able to communicate fluently in at least one other international language than their mother tongue. This should be established before a person is employed to work with foreign tourists. The pool had broken tiles at the bottom, not safe for bare feet. The coffee station in our room sported one teaspoon for two people, 2 sachets of coffee, 2 sachets of decaf, 3 sachets of sugar of brown and white each, and 2 little containers of milk. I want coffee on tap on the hottest of days so we went and bought coffee, milk and sugar for the room. I'm not going to order from room service every time I want a cup. The first night we ordered room service, the food arrived lukewarm in plastic wrap. No plate covers to keep the food remotely hot after the poor waiter had to trek from the main building to the cement block we were housed in. I can say that the breakfast at the main hotel is truly wonderful. I have not tasted such delicious Pasteis de Nata in Portugal, and they are really blessed with whoever the chef in charge of the food is. In general Mozambicans are friendly and outgoing people and Maputo is a cosmopolitan city and very vibrant. Well worth a visit if travelling in Mozambique. If the Polana is on your bucket list too, please ask to be housed in the original building if possible to avoid disappointment. If only we had known this beforehand. The 'new' addition was not what I expected and unfortunately this is now a memory that will not be cherished.

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“The Grande Old slowly becoming not so Grand”

Having coming to Polana for almost 3 decades, the Grande Old Dame has been sliding down slowly. The shower went from Scalding hot to ice cold every 10 seconds for all 6 days of our stay and nobody could fix it (our neighbours had the same problem). Poolside service was shocking (but always been th… more

Having coming to Polana for almost 3 decades, the Grande Old Dame has been sliding down slowly. The shower went from Scalding hot to ice cold every 10 seconds for all 6 days of our stay and nobody could fix it (our neighbours had the same problem). Poolside service was shocking (but always been that way for years). The General Manager, Mr Anderson, is never in sight nor available which most likely explains why service is going for a toss (Abhishek, his predecessor was always in sight and kept a close eye on everything and available for a quick engage several times during any given day). Aquarius Bar has a great view (as always) with dismal service (as always, just getting worse). There are still some hidden gems of old friends providing a homely and warm experience. Leonardo and most of the concierge are stand-outs. Bibiana is always ready with a smile and greeting and service. We hope Mr Anderson can stop the slide and return the old Dame to her previous glory.

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