4/10 Poor
Zainab
Traveled with family
Mar 15, 2025
Liked: Property conditions & facilities
Advice: you can book a better service at a lower price and more convenience
My experience with this 5-star hotel was disappointing from the start. After booking on incorrect dates, I discovered it's nearly impossible to reach their reservation department as they use a third-party service (unusual for a luxury hotel). Each call resulted in contradictory information—one representative said Expedia needed to call during specific hours (11:00-14:00) when a manager would be available, while another suggested Expedia should email. Thankfully, Expedia tried everything possible but received no response from the hotel.
Upon check-in, I wanted to extend my stay by one night and inquired about using my hospital discount. The receptionist directed me to make this reservation by phone. When I called, the first agent confirmed this was possible. I returned to reception to ensure the same room would be available (since phone agents couldn't access my room information due to their limited third-party system). After confirmation from reception, I called again but reached a different agent who contradicted the first, claiming discounts weren't applicable during high season.
Furthermore, at check-in, I asked if I could change my included Iftar meal to Suhoor, and the receptionist assured me I could by simply showing up on the day I wanted to make the change. However, when I returned the next day to request this change, a different receptionist denied this possibility.
(Inconsistant proscess)
Zainab
Stayed 2 nights in Mar 2025