Ghaida B.
Google
Unfortunately, my stay has been extremely disappointing and completely unacceptable.
Since my arrival on Wednesday until now, the water in the suite has been dirty and entirely unusable. It contains visible dirt and sediment, and the water color is brown. The sight is honestly disgusting, and I was genuinely concerned about whether it is even permissible to perform ablution with such water.
Yesterday, I was forced to go to another hotel (Al Shahba Grand, where my uncle is staying) just to take a shower, as I have an important visit to Al Rawdah today. This situation is absolutely unacceptable by any standard.
In addition, the reservations team handled my information and requirements in a very careless and unprofessional manner. Upon my arrival, I did not even find a proper place to wait—there were no chairs or seating available inside the hotel. I had to wait outside the hotel, and despite being assured by the reception team, I was later informed that none of my prior requests had been addressed or resolved.
I booked a four-bedroom suite, which reasonably accommodates at least 8 guests. However, I was shocked to be informed at breakfast that only two people are entitled to breakfast. This is completely unreasonable, especially considering the suite type and the high amount paid. Even after expressing my dissatisfaction, no effort was made by management to accommodate or increase the number of breakfast guests. Limiting breakfast to only two people for a four-bedroom suite is simply unacceptable—does this make any sense?
Moreover, the bathroom exhaust fans continuously release dust and dirt, making the bathroom environment extremely unpleasant and honestly disgusting.
Given the high price I paid, the lack of basic hospitality is deeply disappointing. Upon arrival, there was no welcome hospitality whatsoever—no Saudi coffee, no fruits, no sweets—which is usually standard for suites of this category.
The coffee machine provided is also useless, as no capsules were supplied, and the furniture throughout the suite is worn out and in very poor condition.
Overall, this stay has been extremely stressful and far below any reasonable expectation.
The only positive aspect of my stay was the excellent choice of front desk staff and luggage assistants—they were more than wonderful and handled their duties professionally and respectfully.
However, regarding management and the reservations team, I would honestly rate them 0 out of 100.
I am extremely unhappy with this experience and expect immediate action to address these issues appropriately.