Hotel was okay but rude staff spoilt our trip
Jun 10, 2025 Dreamer62730569330
Overall the hotel stay was pretty good and we had an enjoyable 4 nights stay in the hotel except for the room pillows which were pretty flat and uncomfortable and the bed gave us a backache.
What disappointed me most was the fact that the concierge staff are poorly trained with different staff giving us different instructions on what to do. On…
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Overall the hotel stay was pretty good and we had an enjoyable 4 nights stay in the hotel except for the room pillows which were pretty flat and uncomfortable and the bed gave us a backache.
What disappointed me most was the fact that the concierge staff are poorly trained with different staff giving us different instructions on what to do. On the day we arrived, we asked the Concierge about the YAS shuttle bus to bring us to Abu Dhabi YAS Island on the 10th as we would be staying there. We got conflicting information on whether to there was a need to book or not but both time, the staff informed us that we just had to wait in the lobby by 9.30am and the YAS bus driver will come into the lobby to gather the guests taking the shuttle.
On the 9th we made arrangements with the concierge that 2 of us would be travelling on the YAS shuttle bus and gave our details.
On the morning of 10th, we checked out and was at the lobby at 9.30 and also informed the check out staff at the concierge that we were catching the YAS transport and asked if the bus would be coming here and we should wait at the lobby and we were informed to do so.
We waited in the lobby till 10.10am and there was no signs of the bus and neither did any driver come through to ask if any of us were taking the YAS transport. I proceeded to the concierge at the side to ask about the bus and there was this tall man who very rudely retorted that the bus left 20 mins ago and we should have informed them that we wanted to take the bus. I informed him that we made the booking and nobody told us to come to this concierge to inform that we were taking the bus. And the staff said matter of factly that it was our own fault for missing the transport and we can make our way to Deira to take the transport ourselves if we wish to catch the transport. I was shocked that not only did the staff miscommunicate the information about the bus on where to wait, what to do and still faulted us.
I went to lodge a complain at the main check in concierge and was directly to the Chief Concierge Mr Harry Banez who immediately assisted us by checking with the same rude staff at the concierge about where the YAS bus is. I was standing about less than 1m away from the desk and I can hear the rude staff proclaiming loudly "THE BUS LEFT! THE BUS WONT COME IN HERE! THEY SHOULD HAVE WAITED OUTSIDE IF THEY WANNA TAKE THE BUS!"
This is unacceptable and extremely rude and unprofessional of the staff to behave in this manner. He and he alone spoilt my trip and my impression of the hotel and dismayed that I was being treated like an idiot and faulted for something which I was not given clear instructions of.
Apparently the bus did not come and the staff tried to contact the YAS shuttle driver and Mr Harry also showed me that they had already informed them about our intention to take the bus. Mr Harry then arranged for a transport to take us to Deira City Centre to catch the YAS shuttle on time. Thank you Mr Harry for saving our day.
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