We stayed with my friends at the Viceroy from the 14th of Dec. to the 16th. of Dec. with a really attractive rate (Entertainer) as we were looking to have a cheap getaway from the daily life. The property is indeed an architectural triumph. Really spacious room with great view for a standard category, sophisticated facilities (amazing lighting and curtain control), bright bathroom even there are not windows, cozy sofa and armchair, high quality amenities and even satin laundry bags (!). The staff is really kind and helpful always available, smiley and professional...but what happens when a problem will be occurred? What is the action being taken when a guest has a point of dissatisfaction? My experience says NOTHING. We had an In Room Dinning order being ordered at 04.00 in the morning for 3 main dishes, waiting for it for very long, in the middle a huge lack of communication happened (we had a concern about the price and the staff thought that we were asking for a discount, we ordered 3 dishes but after 40 min. we realized that only one was punched etc.) and the worst part was the approach of the duty manager who at that moment was representing the Viceroy brand. When I called to question why the order was too late I realized that they were preparing only one dish for us and I asked for an explanation on that. His reply was that I never confirmed the order (?) and that it is not his problem. I found his reply at least unacceptable, I felt insulted and I asked him to meet me at the room to raise my concerns about that. The duty manager denied coming and meeting me, which until that moment I cannot understand why. Instead, he told me that he would send the In Room Dinning waiter. As I had nothing to say with the waiter I took the initiative to go downstairs by myself to meet him, find out what was wrong and ask if it was not his problem, as he said, whose problem was that the order was 1 hour late. His reply was that was his team's problem forgetting that he is the representative of it. I had to go back to my room really disappointed waiting again for the order while my friends were already sleeping. Returning at the front desk on the day of the departure I asked to meet the Front office manager who admitted that the brand's standard delivery time for the In room dining is 30 min. however he decided not to remove the charge as we finally consumed the food. It seems that for him 330AED is more important rather than being consistent with what Viceroy promises. He ''threatened'' me also by telling me that if I like I can dispute the charge but he will take it further. I paid as I did not want any further troubles with them and I left the property with a really bitter taste. Even if the property is amazing that incident made me feeling really uncomfortable on returning back in the future.
- Official Description (provided by the hotel):
- As Yas Island Abu Dhabi's premier hotel, Yas Viceroy Abu Dhabi sets the standard for exceptional service throughout its 499 impeccable rooms and suites, 11 fantastic dining venues and lounges, and the luxurious ESPA at Yas Viceroy Abu Dhabi. Guests marvel at the incredible LED canopy that not only emits a concert of colour and shade but also embraces the exhilarating Yas Marina Formula 1™ Circuit, defining the Abu Dhabi hotel as a landmark across Yas Island and one of the world's most extraordinary destinations. Delight in the art of cuisine at Yas Viceroy Abu Dhabi. Choose from a colourful host of eateries, from the freshest seafood and sushi to rustic Italian, regional Indian cuisine, and a stylish array of bars and lounges. For fantastic cuisine throughout the day, we have the perfect Abu Dhabi dining spot for every taste. ... more less
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- Also Known As:
- Yas Viceroy Abu Dhabi Hotel Yas Island