This hotel is a trap of the worst case. It charges as a 5 star property, but it is actually a 3 star hotel if so. The rooms are small and dark, and look very old. The linen was so bad that it had holes in it. Kids Club was dark, dirty and poorly equiped. The reception was not very nice, and gave us wrong directions to attractions. Funny enough, the staff in other areas of the hotel was very nice and service in general was good. But it is a trap, especially for families with children.

Serhs Natal Grand Hotel is definitely not a 5 star hotel. If you are looking for comfort and good service, don't go there. I went to Serhs with my mom, my son and my parents in law and spent 7 nights there. In the first day, my room was cleaned past 7pm. The same happened with my parents in law a couple of days later.
Breakfast is good, with a lot of variety. We did not choose the dinner plan because there a lot of good restaurants in Natal.
The pool area is really nice and we spent most of the time in there.
I don't think I would get back to this hotel.

If you would like to stay in a Hotel with a good service, don't to Serhs Natal Grand Hotel.
They have a very good structure in the Hotel, large room, a very beautiful summing pool, large restaurants, a wonderful view, but the service is really bad, from the lobby to the breakfast. They really don't care about their guests and give more importance in controlling who is having breakfast than if everything in the breakfast is ok. Considering their behavior, it seems that they have some problems with security!

We went expecting a great experience because is a 5 stars hotel. But that wasn`t at all what happened.
The staff is not warm or helpfull. They charge for everything, even for the safe in your room. The ac does not work properly, and the pool is not heated, so the water is always cold.
The wet bar at the pool is a joke. We have to ask for drinks at least 3 times, and maybe still don`t get it.
The hotel`s architecture is confuse, the elevators do not serve every level and we have to walk a lot to reach the lobby.
The food is not that great and they took forever to get us some juices.
The housekeeping didn`t change the sheets regularly, so we got stuck with dirty sheets.
The internet access is also expensive.
It`s a shame that a hotel so beautiful lacks so much in service.