To start off.No one could get my husband & i to the hotel. Not the taxi drivers nor locals.. Once we got to the nearest point by taxi. we had to take our large suitcases and walk through dodgy alleys until we found a sign with the name of the riad.We finally arrived. We had to knock in order for someone to open for us. After checking in. We have informed the host about the fact that we might check out the following day as the room wasn't comfortable enough and up to our standards( pictures attached) however he stated that they have no cancellation policy and the riad is at full occupancy at this point. As we had no choice except to stay by force. We decided to leave the riad and go for dinner.. We had a pleasant dinner in town and took a taxi back to our riad. Once we wanted to reach our riad.. No one knew where it was as per our previous experience. After finding our way back. We had to ring a bell and wait in the dodgy alley for a while in the middle of the night. Another receptionist opened the door without asking for our names nor our reservation details and allowed us to pick up our room keys from the table at the entrance on our own without questioning. My husband and I decided to call it a night and not complain about anything.. The A/C stopped working after entering the room in 5 minutes. There was no phone in our room and we had to place a call from our personal mobile in order to complain. Once our complain got thru. We had the receptionist come up the room and check for himself whether the ac worked or not. He found out that we were right and the ac truly didn't work. He offered us a fan instead of providing us with an adequate solution. This riad is supposed to be "a first class riad"however we've been through all of the above.. After refusing to get a fan.. The receptionist offered us an available room although his colleague informed us earlier on that the riad is at full occupancy.
Please note that the riad consists of 9 rooms and there is only 1 person in charge of it on each shift. there are only 2 shifts . If they cannot make sure that it is well maintained then they shouldn't promote it on international and well renowned websites . They should also make sure that their 2 staff members speak a few words of English.. They only speak Arabic and French. Noting that they do not understand proper Arabic as they wouldn't understand my husbands middle eastern dialect. Thank god I spoke some French in order to translate to both parties.
Also note that their cancellation policy has ZERO TOLERANCE . We have tried to cancel our stay for the following nights however they stated that they would charge us for the whole stay.. After going back and forth, they accepted that we cancel the following nights without being charged. We were just charged the taxes of the remaining nights.
To be honest, this is the worst hotel/ riad experience for my husband and I.. Noting that my husband owns one of the leading Luxury travel agencies in Amman Jordan.. This stay taught him a lesson.. Never book this riad. Just book a regular hotel so you won't go through this hassle and headache on holidays.