This has got to be one of the worst hotels I have ever stayed in. If you are considering staying at this hotel I would seriously urge you NOT TO DO SO. It has the potential to ruin your holiday. Before I explain why, let me tell you the positive parts of this place.
The hotel looks great. The rooms are big, clean and smell nice. The bathrooms are modern, but my shower was broken and water is not hot. The pool is nice. No qualms with the physical features of the hotel.
But other than that, everything that could possibly go wrong, did. Very rude staff. On one occasion we ordered a taxi via reception. We were promised we wouldn’t pay above a certain price, yet we were charged above that by the taxi driver. When we went to ask reception why this was the case, he rudely said to me ‘there’s 5 taxis outside, can you just go’ and used his hand to usher me out of the hotel. Never have I ever been disrespected by a hotel staff in this manner. I told him not to speak to me like that and instead of apologising he hit back at me claiming I was the problem. The lack of respect for customers is not only astounding but disgusting.
The service is shockingly poor. Majority of the staff do not speak English, those that do struggle with it a lot, the language barrier did not make things easier. I was put into a room with no working AC, I also didn’t have a phone so I couldn’t complain about it to reception, my shower head was broken so I couldn’t even shower properly. Luckily I had my sisters room where I could use the phone to ring reception. When I did, the lady said she’d send someone up. After half an hour no one had come up yet. I rang again and she sighed in frustration at me, it took another 15 minutes until someone came up. When they eventually did he flippantly said I had to change rooms without even inspecting the AC. They knew this AC was broken yet put me in that room. It took another 20 minutes until someone finally came to move me to a new room. It was now past midnight and I hadn’t even received a single apology. When I was moved, the bell boy gave me the wrong key, when I challenged him on it he angrily responded in Arabic. Not a care in the world for customer service.
DRY AND BELOW AVERAGE FOOD
We once had lunch at the hotel. All the food including the pastas and burgers were very dry. Bread was cold and despite asking a number of times I was unable to get sauces. The breakfast isn’t great. Food was okay at best. There was never boiling water for tea, it was just luke warm. The rooms didn’t even have water, let alone tea and a kettle. We had to pay for water in the hotel wherever we go. What kind of a hotel makes its guests pay for simple basic amenities like that? It’s shockingly poor service. Overall we ended up spending a lot more buying water which was fairly expensive, everyday. The hotel is so strict on letting you bring in food or water from outside so you are forced to buy their water. It’s horrible. The room service food is very poor to. A pizza we once ordered had sliced processed cheese as a topping and it was overpriced. We asked for some sauce to go with it and that took half an hour to come from downstairs to upstairs. By the time we received it the food was cold. We were extremely angry because we had asked for something very simple. So we asked to get some complimentary tea. The lady said it wasn’t an issue but when we were leaving they made us pay for what was AGREED to be complimentary. Not only does this show poor customer service but poor communication amongst staff as well. When we complained about the slow service to reception, initially the staff did not want us to speak to the manager. Fuming, we demanded to do so and we did. He gave us a complementary lunch which was nice but did not take away from the extremely annoying ordeal.
The hotel is very far from the centre of town, and it means you end up spending a lot on taxis.
PLEASE STAY AWAY from this hotel. I have never had such bad experiences with staff. It has great potential to be a leading hotel but there are so many problems, it really is failing. Management is very shambolic. I having stayed there just three nights know exactly where the problems are and how to fix them, I’m sure management know it to, but don’t seem to care. Ultimately when you don’t care about customers, which they don’t, there really is no incentive to provide a good experience. This is my first one star and it’s a shame I have to give it.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.