I arrived before the 3:00 PM check-in time on 27 May but was not checked into my room until approximately 6:30 PM after waiting more than 3.5 hours in a chaotic and poorly managed reception queue. Despite this significant delay, the hotel still expected me to check out at the standard 12:00 PM time with no apology, compensation, or late checkout offered.
The room was booked for 2 adults and 2 children, yet the hotel had run out of pillows when preparing the sofa bed. We had to purchase cushions ourselves so our children could sleep comfortably. There was also no hairdryer in the room, and calls to the operator went unanswered throughout the stay.
What was most disappointing was the complete lack of ownership or empathy. No apology was offered during check-in, during the stay, or at checkout. For a resort charging over AED 1,400 per night, basic hospitality standards were not met.
It is difficult to justify selling rooms at premium rates when the hotel clearly lacks the staff, resources, and inventory needed to serve the number of guests it accepts. While this may maximize revenue in the short term, it risks damaging the hotel's reputation in the long run.
I would avoid this resort during peak holiday periods until significant operational improvements are made.