Kamilla S.
Google
We are currently staying at W Mina Seyahi for 12 days and, unfortunately, this has been one of the most disappointing luxury hotel experiences we have had.
To start with the positives: the hotel facilities, beach area, and overall location are very nice. The beach and pool team distributing towels are genuinely warm and welcoming. In particular, Cedric from security at Mare deserves special recognition. He is exceptionally kind, clearly cares about each guest, remembers people and their stories, and consistently creates a positive atmosphere. He is by far one of the best parts of this hotel experience. Guest Relations also attempted to improve our stay by leaving small presents, like socks, which we appreciated, although some of the execution felt poorly considered (one small chocolate bar for four people across two rooms, still thank you).
Unfortunately, the service and internal organisation of the hotel are far below the standards expected from a W hotel.
We paid for two high-floor rooms with a beach view, yet upon arrival we were given rooms on the 7th floor (out of 31) with a construction view. After raising the issue, we were informed that the room change could only happen after five days, which is more than one third of our stay. As compensation, we were offered one free dinner, which is entirely inadequate given the length of stay and the downgrade in room category. We had to move rooms, which was inconvenient and disruptive, and the new rooms were only on the 9th floor, still far from what we reserved.
The handling of this situation by management was extremely poor. Fabian, the Front Desk Supervisor, was ineffective and unhelpful in resolving the room issue. He stated that the room category we booked was not available, which only highlights a serious failure in room inventory management. Selling room categories that are not actually available for the booked dates is misleading, and no meaningful solution or adequate support was offered.
Breakfast is consistently chaotic. There are no available tables, missing cutlery, no spoons, no plates, and food items frequently run out. On one occasion, when we asked a waiter where the milk was, he did not know and went to ask a manager. The manager simply ignored him and walked away. This lack of basic coordination and visible disrespect between staff members is concerning. Overall, staff appear slow, disengaged, and often unresponsive. This is not an isolated incident but a daily occurrence.
Housekeeping is unreliable and inconsistent. Rooms are not cleaned at a consistent time each day, and on some days housekeeping arrived late in the evening when we were already back in the room, resulting in the room being left uncleaned. Basic amenities such as tea, cotton pads, and other essentials are frequently forgotten.
Our experience with the concierge was also unacceptable. Vladlena, the concierge, was dismissive and unprofessional throughout the interaction. When I explained that the room allocation and offered compensation were inadequate, she responded with “Well, your parents have already agreed to that.” I clarified that I was not present during that discussion and that no such agreement had been properly confirmed. Her facial expression and tone were dismissive, and she abruptly shut down the conversation, making it clear that our concerns were not taken seriously. This behaviour is inappropriate for a guest-facing role in a luxury hotel.
Additionally, the reception team was unaware of our New Year’s Eve reservation and informed us that we would need to resolve it ourselves, as they could not see anything in the system. I had to contact multiple people just to obtain basic information, which is unacceptable for a hotel of this level.
The lack of communication between departments is alarming. Reception repeatedly redirected us to Food & Beverage, with no clear ownership of the issue.
Overall, while the property itself is attractive, poor service, weak management, and lack of staff training mean this hotel fails to meet the expectations of a luxury brand.
