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Shangri-La Hotel, Qaryat Al Beri, Abu Dhabi
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Reviews (2,658)
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Reviewed 16 November 2013

This is my 2nd visit and I loved it. Service is excellent.Everyone from front desk to the doorman remembers you....always ready to assist you, a service with a smile. Highly recommended to stay here. Thumbs up to Mr Mido from Crystal Bar for his amazing service...not forgetting the rest of them too...Keep up the good job guys, you all ROCK!!!

  • Stayed: November 2013
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Thank SRPrasad
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 16 November 2013

Review on Shangri-La Hotel, Qaryat Al Beri, Abu Dhabi


We experienced a mixture of both delights and disappointments during our 2 night stay on the 14th and 15th November.

Main reception

The main reception staff who escorted us upstairs to the Priority check in on the 5th floor was very good, polite and professional.

Priority check – in

We felt that the staff could have been more efficient and professional. The female staff member checking us in was not focusing on us as she was constantly chatting to her male colleague in her own language (which is rude in any hospitality service). She was also trying to multitask by checking in others at the same time as us (i.e. copying other ID Documents etc) so we did not feel we had a priority check- in and also took longer than expected.

Hotel Facilities & Services

The hotel itself is beautiful and in a nice location. Our room was excellent and feel the layout and choices of restaurants are fantastic!
The turn down service could be looked at as we were surprised to find that the ironing board was still in the middle of the room, the hairdryer out etc and not put away just to make the room look neat and tidy. In our experience, the turn down service includes a quick tidy up of the room as well as turning down the bed covers. The staff answering the phones for room service etc, are always polite and service is quick.

The Bord Eau Restaurant & Service

This restaurant is an absolute delight! The food was superb, as was the service. Absolutely impeccable from beginning to end! We would highly recommend this restaurant to anyone! Thank you for a wonderful dining experience!

Poolside Bar & Service

Unfortunately, we can’t say the same for the poolside bar as it leaves a lot to be desired. The staff has this apathy about them as if they can’t be bothered. They are inattentive and service is poor. When glasses are empty, they don’t notice so they stay empty. Nobody asks you if you’d like a refill so consequently, you have to physically go to the bar yourself to get a drink. Once you’ve ordered your drink, you still have to wait 10 – 15 minutes to receive it! Management needs to focus on this area to see for themselves. In our experience, planting mystery guests at the pool bar would give you a truthful evaluation and feedback.

Poolside Attendants & Lifeguards

These staff are very friendly, efficient and good at what they do!

Sofra Restaurant & Service

We chose to have breakfast on both mornings in the Sofra Restaurant and will not do so again! The first morning, after we ordered tea, we waited for approximately 15 minutes before asking where it was. This happened twice and we noticed that other guests were experiencing the same. The ticket system to order your breakfast does not work and is extremely ineffective! Yesterday morning, my husband’s omelette arrived and mine was served 5 minutes after his when he was almost finished. It has to be served together!!! This morning, even though it did not appear to be busy, we waited 25 minutes and then my husband received his breakfast and mine did not arrive! His breakfast was not what he had ordered either. We spoke to the Manager but did not get a very good impression. My breakfast arrived and my husband got his 10 minutes after mine. This is totally unacceptable! While we were waiting, we observed many complaints from other guests around us for wrong orders, poor service etc.
The service is extremely poor and cannot be called 5 star. The staff/ waiters are very busy but their energies are misdirected and are therefore inefficient. They are not receiving proper direction from management and consequently results in chaos. The pots of tea are left on the central service station so nobody knows who’s doing what. I would suggest waiters are allocated specific tables to be accountable for and promote a sense of responsibility and pride in their work. A little competition between colleagues, if done correctly, can be a good thing.

Pearls and Caviar Restaurant & Service

This restaurant is beautiful inside and in a wonderful location! It’s really quite stunning; however, the staff and service let it down. The staff are too busy chatting to each other and not paying attention to their service or customers. In fact, they gave the impression that they were discussing their customers which is an absolute NO NO!!! Our starters of oysters and scallops were excellent! The seafood platter for 2 was OK but was a bit tough and overcooked for an award winning restaurant. I would also suggest giving customers finger bowls after eating seafood as we did not get any. This is usually the norm if you are eating any shellfish in our experience.

Club Horizon & Service

We had the very good fortune of having Theint’s service. She is absolutely outstanding in every way, her service, appearance and manners are fantastic and she goes the extra mile for her customers. Very impressive and would love to recommend that she gets some recognition for her excellent work!
We had an unfortunate mishap in the Club last night when one tall male staff member (didn’t catch his name) accidently spilt a whole glass of wine over my husband, soaking his shirt and trousers! Accidents do happen and after he changed his clothes everything was fine. The staff member apologised profusely then insisted and arranged for the clothes to be laundered immediately and returned free of charge! We thought this was very kind and accepted, explaining where the clothes could be collected as we were on our way to dinner. Imagine our surprise to find, on our return, the clothes still in the same place as when we had left. The Laundry did not happen, after all the insistence. No follow up was done and no apologies for empty promises.

Summary

On the whole we feel that, although we enjoyed most of our stay, ultimately, the staff’s lack of attention lets down the good reputation that the Shangri- La has worked hard to achieve. They have a long way to go before they live up to the high standards of their sister hotels in Penang and Muscat.

John & Gill Clooney

  • Stayed: November 2013, travelled as a couple
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1  Thank John C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ArbindKS, General Manager at Shangri-La Hotel, Qaryat Al Beri, Abu Dhabi, responded to this reviewResponded 19 November 2013

Dear John C, thank you for taking the time to post your review of our hotel in TripAdvisor. As a five star hotel establishment committed to giving excellent customer service to the public, your feedback is most valuable to us as it is through these constructive comments and suggestions we can better determine where additional efforts will be directed in order to maintain the high standards that you have come to expect from the Shangri-La brand.
We have received your reply to our email today and we sincerely thank you for giving us the opportunity to welcome you and your wife back once again to our hotel. Best regards

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 November 2013

We stayed at the Shangri-la for five nights in a deluxe room. From the minute we stepped into the hotel until we left we were treated with such respect, hospitality was second to none and staff ,each and every one of them, absolutely wonderful. We felt like we were part of one very big happy family, and the atmosphere and Chinese restaurants each evening. If anyone complains about the breakfast choice then they won`t be happy wherever they go. Plenty of choice, very well presented, and all served with a very large smile. Dinner was equally as satisfying. Again plenty of choice and variety each evening and waited on by very committed staff. The pool staff often get overlooked but they are exceptional in the service they offer. My husband and I are not terribly mobile but we were looked after with great compassion. It is very obvious that the management invest a great deal of time and money in their staff and their training, especially customer service. Each member of staff is referred to as a "colleague" rather than staff, and those same staff are very proud to be associated with and work for Shangri-La. Even when we left for the airport the staff came out to wave us goodbye and wish us well on our journey home They seem to have found the perfect recipe to offer a perfect service and we are hoping to return very soon.

Incidentally, almost forgot to mention that the hotel itself is wonderful, a very calming environment with plenty of space and easy on the eye interior design. Deluxe rooms are very spacious, well equipped and comfortable. Public areas are equally as pleasing.

Don`t hesitate, book your stay now, a warm welcome guaranteed.

  • Stayed: November 2013, travelled as a couple
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Review collected in partnership with shangri-la.com
Thank ArkwrightOxford
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 November 2013

Great hotel and fantastic rooms and service. Pastries at breakfast were divine. Great swimming pools and beach. Fantastic location and view- would definitley come back to this hotel. Staff at the hotel were very friendly and welcoming

  • Stayed: November 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Review collected in partnership with shangri-la.com
Thank Kethar S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 8 November 2013

My wife and I had planned to utilise our remaining free nights with the Shangri-la Golden Circle loyalty programme, and then ditch both our membership accounts with a loyalty programme that had repeatedly left us very disappointed and frustrated. Things however did not go according to plan.

We stayed in the executive suite, which was pretty much the “template” Shangri-la suite, just like what we had seen on previous trips. There was however a big difference elsewhere—the service level in the Horizon Club lounge.

From the moment we checked in until the moment we checked out, the team at the Horizon Club were wonderful. They were very hospitable, helpful and friendly. On top of offering assistance to make our stay in the hotel comfortable, we were also offered very useful advice on where to visit in the city and how to get there etc.

Something that left a deep impression on me was when we offered a tip, we were actually declined. This is probably the first time I have ever encountered a situation when I had wanted to tip a service staff and the tip was declined. To say I was impressed would be an understatement. In the end, we bought a pack of chocolates from the nearby grocery store and gave it to the team as a gift, in lieu of the tip.

Every staff member in the Horizon Club tried very hard to ensure a comfortable stay for the guests. Despite having to work for what we observed to be rather long hours, they always had a ready smile for everyone, and were always obliging with requests. When they had a little time for a breather, they would be chatting with guests and trying to make everyone feel welcome. It felt almost like we were visiting friends at their home rather than staying at a hotel. That was the level of hospitability we experienced. I would say that it was the team at this hotel’s Horizon Club which made us re-consider our decision to ditch our memberships, and to perhaps give Shangri-la another chance.

The service members at the other parts of the hotel were also great. There was a gentleman who went around the beach and pool area offering to clean the guests’ sunglasses, although we declined his offer. There was also a lady stationed at the infinity pool who was very helpful, and who offered help with little favours like offering to help with pictures without even being asked.

Although individually, almost every staff member we came across tried hard to perform his or her duty well, we however observed that the hotel was probably short of manpower. Whether in the Horizon Club or elsewhere, like in the restaurants, we sometimes faced difficulty trying to attract the attention of the service staff as all of them were simply too busy.

There was also an incident which got me rather upset. We understand that valet staff at locations like these get bored driving the guests’ bulky 4x4s day in and day out, and when a somewhat exotic car comes along, they might get excited. However, I thought it was very unprofessional when I saw that the valet gentleman who helped to retrieve my car accelerated heavily, turned the bend sharply and braked very abruptly right in front of me. And he wasn’t in a hurry that morning, because I was the only person waiting at the porch for my car at that moment.

Facilities/amenities wise, this hotel was fine. It was pretty much the usual Shangri-la stuff. The gym was, however, considerably small compared with what we had seen in the other Shangri-la properties, and the spa (and its staff) also did not look too impressive, and we decided to drop the idea after having walked over. It did however have a nice souk in the adjacent building which offered souvenirs at surprisingly affordable prices, compared with what we had seen in the city centre. We ended up filling up an entire luggage bag with souvenirs from the souk. The boat service between the hotel and the souk however faced the same problem of inadequate resources, and after it passed us thrice without having any room left for us to board, we gave up trying to wait, but walked back to the hotel lugging the bags of souvenirs we had bought.

Overall, this is a good place to stay in as the service personnel do try their best to make sure guests are comfortable, especially during the less busy periods when they are not overwhelmed, I guess. However, for people who want to be close to the city centre, there will be some travelling involved, as the hotel is some distance away from the city centre, and transport might be a little of a hassle if you do not drive, even though the hotel provides a shuttle service (it takes about an hour to do a round trip with the hotel shuttle, which runs at limited timings).

  • Stayed: October 2013, travelled as a couple
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3  Thank MelvinLin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ArbindKS, General Manager at Shangri-La Hotel, Qaryat Al Beri, Abu Dhabi, responded to this reviewResponded 10 November 2013

Dear Mel_Sg, thank you very much for your wonderful review of our hotel. Your kind comments certainly warmed our hearts! There is nothing more inspiring and motivating for service providers like us than to receive acknowledgment that we have done well. I am happy to share your comments with the team and with a tip of my hat congratulate them for a job well done.
On another note please accept our apologies for the way the valet parkers handled your car. Your observation is duly noted and rest assured your comments will be used as a tool for service improvement.
We hope to welcome you back to Shangri-La Hotel Qaryat Al Beri Abu Dhabi soon! Best regards

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