OK so here is what happened, We booked our room few days in advance and since me and my fiancee are celebrating our engagement we requested few very basic requests to ensure our stay will help us celebrate, so we gave them time to prepare! The guest service person on the phone was very rude, talked like he was doing me a favor! When we arrived the reception guy was also very rude, no eye contact most of the time and doesn't know anything about customer service!! Instead of honoring our requests and congratulating us, he said the hotel already give you a free stay so they can't give us anymore stuff!! My requests were not honored since I am not a paying guest basically!!! I paid to get vouchers!! I have dined at rotana world cup venues many times to win the competition, bringing friends with me and all and never been treated less then anyone else!! I have never felt so insulted checking into a hotel until I checked in, in yours!!
The worst part was when we called to complain about how we were treated and to complain that the room is a smoking room, we had asked for a non-smoking one since I am allergic. The lady on the phone was nice and said she will move us to another room that she had, she will just make the house keeping hurry up and add the very final cleaning touches to the room and she will move us as soon as possible. BUT WE WAITED MORE THE THREE hours in the SMOKING room!! Without an update we couldn't leave the room, we were hungry, didn't have breakfast nor lunch and kept coughing from the smell of smoke!! More then three hours to add final touches? It took the house keeping about 30 minutes to clean our room the next day!! At least they could of updated us so we can go have some food or carry on our day plans instead of being locked in a room waiting!! It ruined our day and wasted our plans!! Also WE KEPT calling for updates but everyone was too busy to update us, they kept on saying we will check and call back and they never did!! We also turned on the Make up room light and no one ever came to clean the room! Even though there was house keeping people cleaning room in-front and next to us! We had to call to request directly after the afternoon!!
I have stayed in Rotana property before and never have I ever been tried this bad, and been forgotten and disrespected like you did to me!! Train your staff better!!
- Official Description (provided by the hotel):
- Cast away in the turquoise waters of the Arabian Gulf Sea, Khalidiya Palace Rayhaan is the first property in the UAE under the new Brand mark Rayhaan Hotels & Resorts by Rotana, offering 443 splendid rooms and serviced apartments with their modern design complementing the values of the contemporary Arabian culture, in an alcoholic free environment. Situated in the prime area of Abu Dhabi over looking the beautiful shores of the Arabian Gulf, this fabulous city resort is only a 30 minutes drive from the Abu Dhabi International Airport and a few minutes away from various choices of the largest malls in the capital and point of cultural interest. ... more less
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- Also Known As:
- Khalidiya Palace Rayhaan By Rotana Hotel Abu Dhabi