Where do we even begin? Just two years ago, we had a wonderful stay at this hotel and chose to return to celebrate two very special occasions — our son’s first birthday and our upcoming wedding anniversary — in the same week. Having celebrated many milestones at IHG properties around the world, from our wedding party at Hotel Indigo Bali, our honeymoon at InterContinental Singapore, to our babymoon at InterContinental Istanbul, we were confident in choosing this property again.
Unfortunately, it’s painfully clear that standards at this hotel have drastically declined. What was once a polished five-star InterContinental now feels more like a mediocre three-star all-inclusive resort in Cancún or Varadero.
Club Room Experience: A Disheartening Start
We booked a Club room just as we had on our previous visit, unaware that children are no longer allowed in the Club pool. This was not stated at the time of booking, and even during check-in and while we were setting up at the pool with the assistance of the Club staff, no one mentioned this policy — until a lifeguard abruptly stopped us as we were about to enter the water.
To make matters worse, the lifeguard questioned our access to the Club Lounge, despite the fact that the Club team had been attending to us moments earlier. This created a deeply uncomfortable scene. When I asked to speak to a manager, I was met with a defensive, even aggressive, tone. My questions were met with dismissive responses and an unhelpful, “It’s fairly obvious that kids aren’t allowed in the Club pool.”
An apology or attempt at resolution would have gone a long way. Only after I strongly voiced my dissatisfaction did the F&B Director step in and offer a reasonable compromise, which we appreciated and accepted gracefully.
Service Standards: Virtually Non-Existent Beyond the Club
Sadly, things only deteriorated from that point forward.
Poolside Service: Outside the Club, there is virtually no service at the pool. No one offers water, and there is no table-side service. Guests are forced to queue alongside all-inclusive holidaymakers for drinks. It’s clear this property is now geared towards high-volume tourism and not the UAE-based clientele who expect the elevated service levels typically found in five-star hotels here. At the InterContinental Ras Al Khaimah, for instance, each sunbed has a bell for attentive service — a stark contrast.
Housekeeping Failures: Housekeeping was inconsistent and careless. We left the "Make Up Room" sign on while out at the pool, but the room was not cleaned. When it finally was, essentials were either missing or mishandled: only two towels provided for three guests, no clean wine glasses, and shockingly, our unopened box of welcome dates was thrown away.
Room Service Delay: We ordered lunch via room service, and while we were told it would arrive in 25–30 minutes, it took 45. We did receive an apology call — but the delay added yet another layer of frustration.
Superficial Check-ins Don't Solve Poor Service: While staff may argue that they have regularly checked in to ask how our day is going, we came here to enjoy uninterrupted quality time as a family — not to engage in ongoing discussions about lapses in service. As such, I’ve had no interest in repeating these concerns throughout the stay. One-off check-ins don’t compensate for a consistent lack of basic hospitality.
A Hotel No Longer Aimed at Loyal IHG Guests
It’s obvious that this hotel is now meeting its revenue goals by focusing on a specific tourist demographic and has deprioritized service standards for local residents and loyal IHG members. We've stayed at the InterContinental in Ras Al Khaimah, Grand Hyatt Abu Dhabi, Oberoi Al Zorah, Taj Exotica on the Palm, and never encountered such poor and unresponsive service.
Final Thoughts
We plan to enjoy our final day here with family and make the most of it, but I feel compelled to share our experience to warn others — especially returning guests — about how much this hotel has changed. It’s disappointing, to say the least, and unfortunately, we won’t be returning.
That said, the hotel grounds remain beautiful, and I would like to acknowledge the genuinely warm and professional service provided by the Indonesian and Nepali gentlemen at the Club Lounge — they were truly lovely and stood out in an otherwise underwhelming experience.
