Standout Service
Aug 10, 2025 ToffeeJo Sunderland, United Kingdom
We have just arrived home after 15 fantastic nights at the Amwaj Rotana. We arrived in the early hours of the morning for our first night and it took longer than we expected to check in given the late/early hour and the fact we were the only ones checking in at that time. But, it was worth the wait as we were upgraded from our sea view room to a…
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We have just arrived home after 15 fantastic nights at the Amwaj Rotana. We arrived in the early hours of the morning for our first night and it took longer than we expected to check in given the late/early hour and the fact we were the only ones checking in at that time. But, it was worth the wait as we were upgraded from our sea view room to a full view of the Ain Dubai. It is a view we have easily got used to during our stay and would never tire of.
The room, 816, was well appointed with plenty of storage/drawer space and is equipped with room safe, hot drink making facilities, hair dryer, iron and ironing board. Shower gel, shampoo, conditioner and body lotion are supplied. There are also robes (we didn’t use these) and slippers (we did use these!) for added comfort. The air conditioning is wonderful. The bed is firm, but comfortable enough. The pillows were not that great. We even had three each, but they offer little support unless you scrunch them up. We managed nonetheless and would not think that they detract from the many, many other qualities the hotel has to offer nor my 5 star rating.
There are plenty of reviews before mine lamenting the lift situation - and rightly so. Sometimes you can land lucky and a lift arrives within 30 seconds and there is space to accommodate you. Other times (certainly peak periods) where you wait for minutes on end only for the doors to open and for you to find the lift is already full. There are currently 3 lifts, so it can be really frustrating when a full lift stops for you and then the other 2 bypass you so you have to press the call button & wait again. It would be helpful if other guests read & followed the signs to press only the call button for up or down as you often get in an up/downward headed lift and people press a higher or lower floor number but have to go up/down first, taking up space for people who do want to go in the designated direction of the lift. The hotel management are aware of the lift shortcomings and the hotel is currently undergoing work to add another one.
The pool area is a weakness for the hotel. It’s simply not sufficient for the number of hotel guests, especially those with children who want to play in the main pool. There is a smaller, shallower (just 0.45m) and covered pool for smaller children but the main pool has an even all over depth of 1.5m and is a far more attractive proposition for kids trying to swim, splash around, jump in, play ball games and use inflatables. Plenty of children with armbands were in there too and it just means if you want a dip just to cool off or even a swim you’re hard pressed to get much space to yourself. Getting in and out of the pool is quite challenging too as there could be at least another rung on each of the two entrance ladders. These areas are also crowded in the pool and lots of shoes are left around the entrances because the floor gets remarkably hot, so this is understandable. The sun beds are quite close together, with little room for manoeuvre. Again, although these things are far from ideal, I would still find it difficult to rate lower than 5 …mainly because the staff are superb and do their utmost to make you feel welcomed, special and valued.
The lifeguards are very diligent and rush to the aid of anyone wanting towels or to have the parasols opened or re-situated. Extra special mention for Mohammed, who was friendly, considerate and always happy to help with a smile on his face. He created beautiful towel art for us on our final day. We will miss our little chats with him .. is it 1 wife and 3 children or 3 wives and 1 child?! 😂😂
The Sundeck pool bar has a couple of superstars. Joyal remembered our room number after our very first order, always gave us a warm greeting or friendly wave across the courtyard or pool area. Then there’s Myoe “aka Mike” who does an absolutely sterling job at the bar by the lifeguards. Such a genuinely lovely guy who goes out of his way to make your day.
We only ate breakfast a few y imes in Horizon - not because the food isn’t great, it really is wonderful with lots of choice.. but mainly because it’s just too hot to contemplate eating three meals a day! When we did go to Horizon, Waddy welcomed us with a huge smile and told us she missed us when we didn’t go in. If you want a HOT cappuccino then Mohammed and Htet make sure they get that for you from a barista machine rather than the pre-mix in the automated machines. Nothing was too much trouble. Both great!
We ate in Benihana just once. We did enjoy it, but were just lured more by the delicious dishes on offer in Rosso and JB’s. As a consequence we built some great relationships with the staff in these 2 restaurants and it made it all the more difficult to know where to eat on our last day! So we had a light lunch in Rosso and evening meal in JB’s. The food in both these restaurants is delicious, hot, plentiful, fresh and cooked to order.
We felt like part of the Rotana family in Rosso - always greeted so warmly and with such enthusiasm. Captains Moe, Randhir and Stephany - what great leaders to have team members so happy to work for/with you! We loved our chats with you and the laughs of course. Raj - what can I say? Thank you for the “special” cocktails and your service with a smile! Saw you were great too and au loved how shocked you were when I guessed your nationality at the first attempt. Warunga, Mike wants to thank you for introducing him to the cheese and garlic bread to accompany his delicious tomato soup! Team Rosso and Thomas - we salute you! Thank you so much for our surprise cake!
JB’s… the food is delicious. In no small part, thanks to chef Olly Rigden - you really went out of your way to make us feel valued and we enjoyed the Sunday roast and meat feast sharing board you prepared for us. We can’t thank you enough. The team members who really stood out for us in here during our stay, in which we effectively became and were treated like regulars and locals:
Nikki and Louisa - thank you for always welcoming us with open arms and letting us head to the bar before going to a table! (Nikki I will be waiting to hear about the jambalaya hash!)
At the bar, Jackson - thank you for always asking about our day and putting our drinks in front of us without us needing to even ask! The little tubs of crisps and nuts were always a lovely touch! Godlove, your football knowledge of the premier league and Cameroon players knows no bounds! Your smile always reached your eyes. Genuinely lovely guy!
We have truly been spoilt by our servers, the smiley Iris always beamed when she saw us (and no I definitely would not leave without saying goodbye!!), Rome (o!) it was always a pleasure to see you and share a daily handshake. Chan…your English is great and we have loved meeting you. Sui - salamat po for your friendly service. Isuru, you quietly go about your job but then have a cheeky smile and comment every now and then that we’re not expecting- thanks for making us smile! Julia - food and beverage director- what a great team you have. And, for me, this is a reflection of your leadership, your willingness to listen, your ethos of wanting to really know your people and to work alongside them when needs be.
The people really make a difference at this hotel. Being able to spend a holiday surrounded by people who seamlessly treat you like an individual and with a smile is priceless. Well done team members - we applaud you, appreciate you and recommend you!
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