Jennie W.
Google
The property itself is visually stunning; however, the service fell well below the standard expected of a five-star retreat.
From check-in onward, service was inefficient and unnecessarily time-consuming. Upon arrival for New Year’s Eve, we were informed that room service would be unavailable after 4:00 PM due to a ticketed gala priced at AED 350 per person. Unfortunately, the buffet was extremely disappointing—food was poorly seasoned, often cold, and of very low quality. Seating was outdoors with no heaters provided despite windy and chilly conditions. Although the buffet was scheduled to begin at 6:30 PM, no food or water was served until after 7:30 PM. The event felt poorly planned and inadequately managed. While a service manager attempted to address the issues, the experience remained unacceptable for a New Year’s Eve event.
There were also significant maintenance issues in the room, including a plumbing failure that slightly flooded the toilet area. Resolving this required over four calls and several hours. Similar inefficiencies occurred with room service orders—items were frequently missing, delivery attempts were falsely claimed without any knock or doorbell, and food often arrived cold. The buggy service was consistently slow unless during check-in or check-out, leading us to walk frequently to avoid long wait times.
The only highlights of the stay were the private bonfire experience and the room itself, both of which were excellent. Overall, the cost of the stay was completely disproportionate to the level of service provided. While the staff were extremely nice and well-intentioned, the property appears poorly managed and unable to adequately support its guest volume. Due to the lack of value and subpar service, I would not recommend this retreat.