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“Terrible family stay and rude staff”

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The Westin Abu Dhabi Golf Resort & Spa
Ranked #22 of 128 Hotels in Abu Dhabi
Certificate of Excellence
Dubai, United Arab Emirates
Level 4 Contributor
33 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
“Terrible family stay and rude staff”
Reviewed 13 May 2014

Last week we booked 6 rooms to stay there as a family, we requested all the rooms to be next to each others 2 weeks ago, but when we reached there 4 only was met our requirement. the staff refused even to make up for that and upgrade one of the rooms to the next level to be all on the same level.
3 of the rooms had a A/C problems, the maintenance guys spent 2 hours to fix it, and unfortunately the only thing that we got is a late check out for two rooms only to make up of their problems, they even didn't offered another room while it's their mistake.
while check-out they charges us $600 as a fine for smoking, even they couldn't prove that these area are non-smoking areas, no stickers, boards or been informed by any of the staff.
the reception guy (who's name is Bruno) offered us a birthday cake while check-in and he asked me when to deliver it, I told him 7:30 is fine. we haven't seen this cake until I followed up with room service at 11:30 PM.
Matt is one of the rudest guy I have ever dealt with, and he introduced himself as a manager. when we was discussing with him the problems we faced with the hotel and smoking fine issue he came to us and said he called the police for us.

Really it was the worst hotel I have ever been, and according to the staff and the way they deal with their customers, I don't think this hotel deserve more that three stars.

Room Tip: Be careful from A/C problems happens at night
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  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Rami N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ExecManagerOffice, Front Office Manager at The Westin Abu Dhabi Golf Resort & Spa, responded to this review, 16 May 2014
Dear Rami N,

I was sorry to learn of your concerns with your recent stay and at the outset would like to offer my sincere apologies for the disappointment you have expressed.

We accommodate a number of guests in our hotels and resorts worldwide and are proud to have the flexibility to meet the requirements of all our guests. It is therefore disappointing to have let you down on this occasion. I do sincerely hope you will accept that the difficulties you experienced are certainly not reflective of our normal standards.

We aim to accommodate guests with special requests and are proud to have the flexibility to meet these requirements. Accommodation request for adjoining rooms is subject to availability on the day of arrival therefore we had to provide you with one room on a different floor. Due to the nature of your booking this did not entitle you for an upgrade to suite.

We fully empathise with your sentiments regarding the inoperative air-conditioning during your stay. Every effort was made to minimise the discomfort and offered to change your room while the technical fault was rectified. Nevertheless the decision to stay in the same room was at your discretion and instead you requested for a late check-out and did not accept our offer for a room change.

Please note that smoking is allowed only in designated area and there are various non-smoking signs throughout the hotel while smoking rooms are clearly indicated.
As you requested we provided you with non-smoking rooms and it was highlighted upon checking. We were alarmed by other guests and security that you endeavor to smoke in the corridor in front of non-smoking rooms and fees of AED 500 were applied to your bill while the set charge for it is AED 2000.

I would like to apologise for the manner in which the situation was initially dealt with as more discreet approach could have been adopted.

In closing, may I thank you, once again, for taking the time to bring your concerns to my attention. We are grateful for your support and do hope that we may have the pleasure of welcoming you in the future.

Stay well,

Jose miguel Infante
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English first
Wolverhampton, United Kingdom
Level 2 Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 10 May 2014

Beautiful hotel, staff amazing couldn't do enough for us at any time of day or night, we went in October half term for a wedding, the hotel is out of Abu Dhabi so you will need to rely on taxis but These are cheap and everywhere. We are a family of 4 and they have a children's menu which you can have in any of the restaurants if they don't fancy the style of restaurants. The moroccan restaurant is just beautiful and along with the shisha's is just a great atmosphere. We hope one day to return such a beautiful place ⭐️⭐️⭐️⭐️⭐️ P. s book on Expedia best prices

  • Stayed October 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank 777jojo777
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ExecManagerOffice, Manager at The Westin Abu Dhabi Golf Resort & Spa, responded to this review, 14 May 2014
Dear 777jojo777,

Thank you for sharing your experience at The Westin Abu Dhabi Golf Resort & Spa online.

Your comments pretty much describe a fantastic holiday and I am glad that your whole family enjoyed the time with us.

I want to thank you for highlighting the efforts of our associates and your positive impression of the Resort.

I am happy to know that we left a lasting impression and hope to welcoming you back very soon.

Stay well,

Jose Miguel Infante
Front Office Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Mumbai (Bombay), India
Level 5 Contributor
81 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed 10 May 2014

Situated right on the Abu Dhabi Golf Club rooms open right onto the golf course. Double height ceilings and large patios make for very spacious rooms, much better than the usual Westin.

Only challenge are the front desk folks who even with a Platinum SPG membership wouldn't allow even five minutes over the noon checkout.

Room Tip: Overlooking the Golf Course
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  • Stayed April 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank keasdad
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ExecManagerOffice, Manager at The Westin Abu Dhabi Golf Resort & Spa, responded to this review, 14 May 2014
Dear keasdad,

Thank you for taking the time to comment on your recent stay with us.

I am very happy you highlight and like the features and settings of our hotel which is indeed a fantastic choice.

I regret to learn that we were unable to offer late check-out on your recent stay with us which is subject to availability in resorts.
I can assure you that we have the necessary facilities to accommodate your needs without interruption if check-out times cannot be extended beyond 12noon.

We would very much appreciate to welcoming you back to The Westin Abu Dhabi Golf Resort & Spa for another renewing experience.

Stay well,

Jose Miguel Infante
Front Office Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Regensburg, Germany
Level 5 Contributor
70 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed 8 May 2014

It was our first visit in the U.A.E. and we had the choice between resorts in Dubai or Abu Dhabi. At that time there were only computer animations how the Westin would look like and we decided to go for it. It was one of the best decision we ever did.

The Hotel, the staff and the rooms were absolutely fantastic, the rooms were very clean, the have this wonderful cosy Westin beds and the bathroom had the size other Hotels offer you the complete room. We enjoyed our time there a lot and will definitely come back again.

Room Tip: Try the Spa or dine at the Moroccan restaurant, they have fantastic offers.
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  • Stayed July 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Asonline
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ExecManagerOffice, Manager at The Westin Abu Dhabi Golf Resort & Spa, responded to this review, 11 May 2014
Dear Asonline,

Thank you for taking time to send your feedback about your recent stay at The Westin Abu Dhabi.
We are pleased to know that you enjoyed the comfort that our hotel offers and looking forward to welcome you back for another relaxing experience.

Stay well,

Jose Miguel Infante
Front Office Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Vantaa, Southern Finland, Finland
Level 3 Contributor
13 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 1 May 2014 via mobile

Stayed 2 nights in May and it really works as a golf resort. Abu Dhabi 27-holes Championship course onsite and great practise facilities, even in the night time because range and final 9-holes are floodlit. Service & restaurants spotless. Rooms are comfort, spacious and have nice golf course views without any supplements.

Stayed May 2014, travelled on business
Helpful?
1 Thank Jouni S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ExecManagerOffice, Manager at The Westin Abu Dhabi Golf Resort & Spa, responded to this review, 5 May 2014
Dear Jouni S,

Thank you very much for your review.

Your comment is a great and compact summary of our Resort and I couldn’t agree more.

I am very glad that you enjoyed your stay with us in all its aspects and hope to welcoming you back very soon for another renewing experience.

Stay well,

Jose Miguel Infante
Front Office Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Manchester, United Kingdom
Level 4 Contributor
27 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 59 helpful votes
Reviewed 1 May 2014 via mobile

This hotel has met all my expectations of how a hotel should be run and how to look after guests sincerely and always excelling to make sure you are welcome and you are enjoying your stay !!
From check in through to checkout it was pleasure to stay at the westin !!

Our premier rooms were excellent with views of the golf course and twice daily cleaned and turn down service at night !!

Breakfast and staff were excellent !!
Lunch was great and dinner was also great at fairways restaurant!!

Always helpful staff with a smile and nothing was to much trouble !!

The retreat at night was lovely for a relaxing drink and snack etc or just to relax after a nice day !!

We spent days relaxing by the wonderful pool area with great beds cabanas etc or a round of golf on the adjoining Abu Dhabi championship golf course!!!

All credit goes to me klosse hotel manager and Jose the front desk manager for there excellent professional attitude to there commitment to there jobs !!
All hotels need a management team like the westin Abu Dhabi !!
I can't wait to return and have already booked another stay at the westin !!

Thank you for a great relaxing break and all the family can't wait to return and see you all soon !!!

Keep up the hard work and show the hotel world how a five star hotel should be operated !!

Thanks again !!

Stayed May 2014
Helpful?
1 Thank Scott C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ExecManagerOffice, Manager at The Westin Abu Dhabi Golf Resort & Spa, responded to this review, 5 May 2014
Dear Scott C,

On behalf of The Westin Abu Dhabi team we like to thank your for your review of your recent stay with us.

We are very proud to hear that we meet and exceeded your expectations.
Looking forward to welcoming you back for another renewing experience.

Thank you!

Stay well,

Jose Miguel Infante
Front Office Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
UK
Level 5 Contributor
44 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
Reviewed 29 April 2014

We stayed here at the beginning of April and not having visited Abu Dhabi before, did not know what to expect. Any fears were brushed aside immediately we arrived. Superb service from beginning to end, fabulous breakfasts and a wonderful bed, what more could you want?
We were here for a golfing break and played the championship course next door twice as well as playing two other courses.
The hotel is at least a 20 minute taxi journey away from the main city and if this bothers you this would not be the place to stay, but it could be said it's a bonus that it's quietly out of the way.
We ate in the hotel most nights and next door at the golf club for the others. Food is good with a wide choice. The only negative comment I would make is regarding the Moroccan restaurant,they are trying to be far too upmarket -.relax a little, get some dancers in and make the service less formal. And drop the prices, far too expensive for what it is.
We would definately return again, it's a great place to relax and recharge.

  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Tandy126
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ExecManagerOffice, Manager at The Westin Abu Dhabi Golf Resort & Spa, responded to this review, 5 May 2014
Dear Tandy126,

Thank you for taking the time to sharing your experiences with us online.

I am very glad knowing that you enjoyed our superb level of service, the outstanding breakfast buffet and our comfortable “Heavenly Beds”.

You are right, we are approximately 20mins away from the downtown area of Abu Dhabi but given that taxi are available around the clock it makes it easy and convenient to reach. Famous sights such as the Grand Mosque can be reached in within a few minutes time.

Thank you for your feedback on our Moroccan fine dining restaurant Agadir, I will certainly share your comment with the team.

We are looking forward to welcoming you back to The Westin Abu Dhabi Golf Resort & Spa for another renewing experience.

Stay well,

Jose Miguel Infante
Front Office Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Westin Abu Dhabi Golf Resort & Spa

Property: The Westin Abu Dhabi Golf Resort & Spa
Address: Sas Al Nakhl | Khalifa City 'A', Abu Dhabi 126 797, United Arab Emirates
Region: United Arab Emirates > Emirate of Abu Dhabi > Abu Dhabi
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #22 of 128 Hotels in Abu Dhabi
Price Range (Based on Average Rates): £
Hotel Class:5 star — The Westin Abu Dhabi Golf Resort & Spa 5*
Number of rooms: 172
Official Description (provided by the hotel):
The Westin Abu Dhabi Golf Resort & Spa is the hospitality heart of the Abu Dhabi Golf Club - a 27 hole championship course, home to the PGA European Tour Abu Dhabi Golf Championship. This urban retreat is a refreshing addition to a city sprawling with glass and steel structures and will put the focus back on the outdoors and natural surroundings. Our restaurants and bars will offer you the finest cuisine in exceptional surroundings.All our 172 guestrooms feature the Westin Heavenly furnishings and amenities and are facing the golf course with private balconies to soak in the atmosphere and rejuvenate. This is how it should feel. A renewing sleep, energizing workout, relaxing spa, nourishing foods, and clean, fresh air - all enable Westin guests to preserve wellness during travel. Celebrate your special day, whether it's an engagement or wedding in style with beautiful surroundings at Westin Abu Dhabi Golf Resort & Spa. ... more   less 
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