I had very high hopes for this place, I was staying 1 night with the family on New Year's Eve and was attracted by the greenery of the racecourse having stayed at the beachfront on previous occasions.
I had prepaid for my room through Travelrepublic and arrived at the hotel at 1.30pm. I was told by the staff, Kawla, that there was a New Year's Eve gala dinner and party and all guests had to pay for it, whether they were attending the event or not.
She informed me that my wife had to pay an additional 875 AED or £145 each - that's £290 even though we had other plans for the evening!!!!
I told her no and she insisted, saying, "It's only 1750 AED" as if that was a small amount of money. I told her no again.
I was then informed my room was not ready and check-in was 3pm.
I have a 6 month old and 4 year old and was kept waiting for a room till 4.30pm, and that was only after I complained repeatedly.
What is more pathetic is that having been ignored by 4 reception staff, I asked for the Manager.
This tall, greasy haired, man was told on 2 occasions I wished to speak with him and he, cowardly, did not speak to me.
I was approached by Katherine, who attempted to make up for the continuing room difficulties.
The staff have a very lazy attitude and almost walk around with an heir of entitlement.
I see here on Tripadvisor the General Manager, A. Treston, leaves messages. Well, Mr Treston, I don't believe you can specifically address my concerns and merely post very generalised comments that you will do better.
I am a testament that, despite your posts here, you do not do better.
For breakfast this morning, I asked the chef for eggs benedict. He says its fried egg or omelette, that's it. Is this a 5 star hotel or not? No facilities for children, I asked for chicken nuggets and I was looked at as some kind of alien.
My wife asked for bread for toast and was told there was none. Why is there no bread to make toast? Pathetic.
Mr Treston, the reviews here have dared you to do better and you have repeatedly fallen short.
You have tried to rip people off for a Gala dinner that you notify them of upon checkin, and with no choice to opt us without kicking up a complaint.
In the end it is disgraceful, I feel that paying for my room, I have lost a lot of money and would ask for a refund for pathetic and discourteous staff service, more of which I am happy to write if requested.
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