Our Feedback – InterContinental Ras Al Khaimah
We travel frequently and are very familiar with the service standards expected at upper-upscale/luxury price points. We’re also not new to hospitality operations, so we understand that issues can happen but what matters is consistency, ownership, and clear communication. Unfortunately, across this stay, we experienced repeated gaps that collectively left us disappointed.
1) Arrival & Check-in (Delay at Official Check-in Time)
We arrived at 3:00 PM, which is the hotel’s official check-in time. We were informed the rooms were not ready and were invited to the Club Lounge for refreshments, which was appreciated.
However:
• The first room was provided roughly 1 hour later
• The second room was provided around 4:15 PM
This is a 1 hour and 15 minute delay beyond the stated check-in time. While it was communicated, the handling did not reflect the level of control and ownership expected for this brand and price point.
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2) Communication Gaps (Deposit, Half Board, and Dining Processes)
A major issue throughout the stay was lack of proactive, structured information at check-in, specifically around:
• Deposit (and the practical benefit of being able to charge dining to the room)
• Half-board inclusions
• Dining promotions / discounts
We are absolutely comfortable paying. The problem was being under-informed, which created avoidable friction and wasted time later exactly the opposite of a smooth guest experience.
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3) Buffet Pricing & Discount Confusion (Avoidable and Uncomfortable)
At check-in, we were told buffet pricing was AED 180 per person, and that a half-board option at AED 150 per person would be a discount.
Later, while waiting at the restaurant, we overheard another guest asking about a discount and learned a 50% discount was actually applicable that evening. We were not informed about this in advance.
This led to:
• Me having to reconfirm the details directly at the restaurant reception
• My fiancé simultaneously spending time at the front desk clarifying half-board handling
• Multiple back-and-forth explanations and waiting time
It was uncomfortable and gave a strong impression of internal misalignment. After this was raised, Mr. Avi and the team apologized and were polite in recovery but the situation should not have happened.
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4) Room Welcome & First Impression
Given the brand and price point and after a delayed check-in we expected at least a basic welcome gesture (note/fruit/amenity or any acknowledgment). Both rooms were delivered without any welcome amenities, which felt like a missed opportunity to recover the first impression.
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5) Housekeeping (Dirty Linens)
Daily cleaning was generally good. However, on the night of the 17th, after linens were changed, the bed linens appeared slightly dirty. We did not raise this at the time because we were already exhausted from having to address multiple issues and did not want another delay.
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6) Shaving Kit Amenity (Not Usable)
The shaving kit was not functional. The shaving cream appeared nearly empty and was extremely difficult to dispense/use. Sustainability is appreciated, but an amenity that cannot be used properly defeats its purpose and is not appropriate at this category.
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7) Levant & Nar Restaurant (Service Breakdown, Inconsistency, Poor Tea)
This was the most disappointing part of the stay.
Despite having a reservation and informing the team of our delay:
• We were seated at a dirty table
• The table remained uncleared for around 15 minutes, even though staff saw us seated
• Service remained slow and uncoordinated, and we waited a further ~15 minutes without proper table readiness or clear ownership
• We had to stand up, locate a waiter ourselves, and request the table be cleared (took another ~10 minutes)
On top of this, service felt inconsistent throughout the experience attention and coordination were not at the level expected.
We also found the tea service to be very poor (quality and overall presentation not acceptable for this standard), which added to the disappointment.
Positively, once engaged, the Turkish chef Mr. Oguz was excellent professional, attentive, and clearly trying to improve the experience beyond his role. He was a standout.
Additionally, there was miscommunication when we asked staff to charge our phone; when requesting it back, staff were unsure where it had been placed. This was concerning, especially as it was not a particularly busy evening.
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8) Pool Maintenance (Loose Tiles)
We also noticed pool tiles coming loose/out, which creates an unpleasant experience in what should be a basic, relaxing facility. It also raises a maintenance and potential safety concern.
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9) Club Lounge (Only Consistently Excellent Area)
The Club Lounge was genuinely excellent and the clear highlight of the stay. The team was consistently warm, professional, and attentive.
Special thanks to Nana and the rest of the Club Lounge team — we truly enjoyed our time there, and their service reflected what we expected from the InterContinental brand.
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Overall Conclusion & Decision
While the property itself is beautiful and has strong physical assets, the repeated communication failures, service inconsistencies, and basic execution gaps are not aligned with the brand positioning or the price point.
If this is the operating standard, we will not return, we will not recommend the property, and we will reconsider choosing the brand for similar future stays. This feedback is shared seriously because the foundation is there but the execution, as experienced, fell well below expectations.
