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“Excellent Staff, Great Service= Great Stay!!!” 5 of 5 stars
Review of Al Ain Rotana Hotel

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Al Ain Rotana Hotel
5.0 of 5 Hotel   |   Sheikh Zayed Rd, Al Ain, United Arab Emirates   |  
Hotel amenities
Ranked #2 of 11 hotels in Al Ain
Dubai, United Arab Emirates
1 review
“Excellent Staff, Great Service= Great Stay!!!”
5 of 5 stars Reviewed May 13, 2013

We recently stayed over the weekend. We had such an amazing welcoming from the moment we arrived. Valet attendants were amazing- they smiled and you could immediately feel that 5* Star Service was what Rotana Al Ain was all about! :)

Irina at reception checked us in. She always made sure we were well informed to the detail about our booking- package, knowledge of hotel facilities & did really well letting us know about the hotels promotions- Thank you Irina!

Richard & Akeem- Gave us a Warm welcome & made sure that we knew that we made a great choice in choosing to stay at Rotana Al Ain- and that we are sure to have a pleasurable stay- Well Richard & Akeem, We surely did!

Ana- We first met while checking in at reception. She willingly offered to take a picture of us girls together. From then on, Ana once again, another staff member, made us feel what real hospitality is that everyone no matter who you are checking in or walking into a hotel should feel welcome, and all staff knew us from then on and throughout our stay.

Rashid- We met at the Buffet Dinner at 'Zest all day dining restaurant. Rashid knew his stuff really well alright- promotions, recommendations with the dish etc!!! Your consistency in delivery of service, quick and efficiency was well noticed! :)

Housekeeping: Rooms always clean, amenities always refreshed, turn down service was done beautifully. An extra bonus for the housekeeping staff was that every time we met on the floor, they always greeted us, smiled and made us feel appreciated.
F&B: Wow, Amazing Food! Beautiful Food presentations, great taste, Chefs were really friendly and it was nice to see your food being prepared in front of you- Extra Bonus. We were really excited to see some Sushi and, Sushi was AMAZING!!! Other names we would like to mention are: Kobby 'Our Hero' at Moodz & Paula.

Only improvement we would like for hotel to note is the service at the pool area. We had a hiccup with two of the attendants handing out the arm bands and tickets of the pool area. He gave us the wrong info of promotion and when we wanted to speak to someone just to solve the misunderstanding, the attendant told us someone was on the way but instead. . .THEY RAN AWAY???!!!!
After that, we went to reception and informed them, which the outcome, we were very pleased with how the situation was handled. Pool is beautiful and nice and warm, green grass and outdoors was nice to just sit and relax in the sun or read a book. Garden is stunning- compliments to the maintenance team. :)

All in All, from all the girls and myself, we would like to say Thank you to ALL the staff at Rotana Hotel Al Ain! We really enjoyed our stay and are definitely and have already recommended your hotel to our colleagues, friends and family back home in South Africa when they come to Dubai. It was a pleasure meeting you all and looking forward to seeing you soon! Keep up the good work. It was a real blessed trip!!!

Regards From:- 'Try, Dee, Ann, Rose, Winn & Nolly' -The 'All Girls Princesses Trip! :)

  • Stayed May 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AlAinR0tana, General Manager at Al Ain Rotana Hotel, responded to this review, May 19, 2013
Dear Dieke B,

I would like to thank you for the nice review you wrote about our hotel, it gives me great pleasure to inform you that your nice comments will be shared along with the team. Regarding the incident by the pool I would like to inform you that we are currently investigating and taking measures to assure that it won't happen again. We would like to welcome you once again in our hotel soon.

Ayman Gharib
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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313 people have reviewed this hotel

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (97)
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English first
Abu Dhabi, United Arab Emirates
Top Contributor
68 reviews 68 reviews
58 hotel reviews
Reviews in 36 cities Reviews in 36 cities
100 helpful votes 100 helpful votes
4 of 5 stars Reviewed May 11, 2013 via mobile

Stayed one night with kids. There was a pool party on Friday, which was busy but made the place lively. The pool is good for kids, and the rooms with the terrace were spacious enough for a family of 4 with two roll out beds extra.

The food in the buffet was ok for selection, but some seemed to have been sitting a tad too long. management: you really need to bolt the swings down in the pool area... The legs come off the ground when several kids are swinging, and there is a danger of it flipping over.

All in all a very nice hotel, friendly staff, and a good stay.

Stayed May 2013, traveled with family
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AlAinR0tana, General Manager at Al Ain Rotana Hotel, responded to this review, May 12, 2013
Dear Pomacentrus,

Thank you for your nice words about our hotel and for taking the time to review it. I would like to inform you that we are aware about the swings and we are going to fix this problem very soon.
We would like to welcome you once again in our hotel very soon.

Ayman Gharib
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Senior Contributor
43 reviews 43 reviews
37 hotel reviews
Reviews in 30 cities Reviews in 30 cities
34 helpful votes 34 helpful votes
3 of 5 stars Reviewed May 7, 2013

Al Ain does not have the abundance of hotels as Dubai or Abu Dhabi, which makes the Rotana Al Ain one of the few options. The hotel overall is clean and staff was friendly and helpful. After a few days they know your name which is a bonus.

The room has a good size with a balcony and tea & coffee making facilities as well as bottled water. The isolation to other rooms is not too great. I was in the old part of the building and the bathroom was very dated with the showering experience being underwhelming. With new showers the overall experience could be improved a lot.

I had breakfast, lunch and dinner which is served buffet form in the hotel restaurant. The food and choice was good. Internet has to be paid for which is a service the hotel should offer free of charge. I did not use the gym but had a massage which was good.

Overall an average hotel but a good option considering the limited number of hotels in town. If you have a choice, maybe the new building offers better facilities.

Room Tip: pick pool view if you want to see the mountains
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  • Stayed May 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AlAinR0tana, General Manager at Al Ain Rotana Hotel, responded to this review, May 12, 2013
Dear Travelingbiz,

First thing I would like to thank you for staying at our hotel and your nice comments about the facilities you liked during our stay.
Regarding the isolation and the shower issues you mentioned I would like to inform you that there is a procedure in place to overcome these issues as the entire Oasis wing will be renovated soon.
Kindly note that the internet is provided by a third party company and that's why it is chargeable. Thank you for taking the time to review our hotel and we hope that we will welcome you once again soon.

Ayman Gharib
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
N. Ireland
Senior Contributor
27 reviews 27 reviews
26 hotel reviews
Reviews in 26 cities Reviews in 26 cities
28 helpful votes 28 helpful votes
5 of 5 stars Reviewed May 1, 2013

Although only there for one night this hotel definitely is worth another visit. It is first class in all senses - great swimming pool, gym and spa facilities; spacious rooms, fulsome buffet breakfast. It is well located with short walks to neighbouring sites including the Oasis and Forts. The staff are courteous and eager to assist as well as being happy to converse with you. Indeed striking up a conversation with fellow guests was also easy I was on a special room rate which was great value so worth checking.

Room Tip: Rooms overlooking the pool are good and not too noisy.
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  • Stayed April 2013, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AlAinR0tana, General Manager at Al Ain Rotana Hotel, responded to this review, May 5, 2013
Dear Robert100,

Thank you for your nice comment about our hotel, I would like to inform you that all of my team will be thrilled to know that you enjoyed your stay at our hotel. We are all looking forward to your next stay at our hotel soon.

Ayman Gharib
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dubai, United Arab Emirates
Senior Contributor
25 reviews 25 reviews
15 hotel reviews
Reviews in 13 cities Reviews in 13 cities
20 helpful votes 20 helpful votes
4 of 5 stars Reviewed April 30, 2013

Great Hotel with Kids - excellent Restaurants, especially if you are fan of the Trader Vic's franchise. Easy to reach from Abu Dhabi or Dubai by car. Close to the must see areas in Al Ain - like the Zoo and Wadi Adventure. Oposite the Hotel is a great Park for kids with a few playgrounds. Also ideal for a morning or evening exercise. Staff very helpful and friendly. Excellent breakfast buffet and food quality as usual at Rotana properties.

Room Tip: Select one of the Premium Rooms if you travel with children but to the Pool Side. The Chalets and Vi...
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  • Stayed April 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AlAinR0tana, General Manager at Al Ain Rotana Hotel, responded to this review, May 5, 2013
Dear Julian Kraft,

I would like to thank you for your kind words, as I am pleased to know that you enjoyed your stay at our property I would like to inform you that your comments will be passed on to the team. I hope to welcome you once again soon at our hotel.

Ayman Gharib
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dubai, United Arab Emirates
Contributor
18 reviews 18 reviews
10 hotel reviews
Reviews in 11 cities Reviews in 11 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed April 17, 2013

I stayed for one night. The staff were friendly and helpful. The room was spacious, with a superb terrace (that lacked privacy, though)!!!. The only thing is that I feel the hotel's rates are truly inflated!!! They are the best in Al Ain, and they know it, but I am personally going to other more affordable options. The rooms are excellent, but the rate is for a luxury stay, and they do not give you that.

  • Stayed October 2012, traveled solo
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AlAinR0tana, General Manager at Al Ain Rotana Hotel, responded to this review, April 24, 2013
Dear Praha L,

First of all allow me to thank you for staying in Al Ain Rotana and liking our services, Regarding the pricing issue you had I would like to inform you that our prices are affected on the competitor hotels in Al Ain city as we are the only 5 star hotel in Al Ain city.
I hope that we will be hosting you once again in our hotel.

Ayman Gharib
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Contributor
18 reviews 18 reviews
9 hotel reviews
Reviews in 15 cities Reviews in 15 cities
11 helpful votes 11 helpful votes
3 of 5 stars Reviewed April 10, 2013

In case you wondered (as I did): Most of what you read on TA about this hotel is true: both good and bad. I should flag that we stayed on a corporate rate offered via my husband's work, and that we are Rotana Exclusive Card Holders. This was our first experience of a Rotana other than our 'home' hotel: we erroneously expected a much better experience than what we ultimately received on the basis of being part of the Rotana loyalty programme.

The staff are generally excellent: friendly and keen to assist. This was true at the pool (life guards and bar staff), in Trader Vics, at the breakfast restaurant and on reception.

The systems and processes are not set up to support staff delivering a five star hotel experience it seems. The facilities are not '5 star' in the sense of luxurious. But nice enough. It was sort of like going back in time to a pleasant 70's "5 star resort".

Our stay:

- We booked a pool facing, king bed, non smoking room by phone (the reservation person was charming) and I triple checked these details including by email the day before we checked in. Despite arriving 4.5 hours after check in was 'available' and 30 minutes after our stated arrival time, AND having called to check the room would be ready when we were 15 minutes from the hotel - there was no room of our specification available upon arrival. We could have King non smoking with a different view (after the reviews on here, I didn't wish to take the risk!), or the pool view with twin beds. Not very romantic!

- The receptionist did her best with us, but we were pretty peeved (though inside I was thinking "Everyone on TA was right! How could I have expected anything else!"). Eventually we agreed to take the twin room with a view to being moved the following day (sigh). We were told the twin beds would be pushed together and made into one bed while we were at dinner, and offered complimentary breakfast as a gesture. Fine: we accepted and proceeded to check in but asked that the manager come and speak to us when we were at dinner (Trader Vics). They said this would happen, and offered to confirm our reservation so we had no further troubles that evening.

- No one came to speak to us at dinner. When we arrived for dinner, Trader Vics had no record of our reservation. Nevertheless our hostess was wonderful, we got a table on the veranda as we'd requested and we had a fun night.

- We got back to our room to find the beds had not been pushed together/made up as one. We called reception. Apparently the room next door to ours was now available with a king size and non smoking - so we could move in there. Not ideal to be packing up at 11.30pm to move, but ok then at least we get what we booked (at last). Not sure why no one came to let us know at dinner. Or deliver us the key cards to our new room. The new key cards? We phoned reception again. Someone would come up with those in 10 minutes or so we were told. Sigh. My husband went and retrieved them from reception while I sat in the corridor surrounded by our things.

- Breakfast buffet was good. Valet parking worked well. Driving up Jabel Hafeet and through the Oasis was fun. The pool area was enjoyable: lots of families splashing about but still relaxing for those without children, plenty of loungers, good towel service and great cocktails at the bar. We observed with a sinking heart a wedding reception being set up on the lawn for Thursday evening: however these occurred both Thursday and Friday nights and in no way caused disruption to us or impact our sleep.

- Dinner at the Lebanese restaurant was nice (on the terrace) but soured by an attempted inconsistent approach to the meal discount offered to Rotana card holders (i.e inconsistent with the terms and conditions of the card, all other Rotana restaurants we have eaten at: and with Trader Vics the previous evening!) The manager came to speak to us in the end and accommodated us 'upon this occasion' but sitting pointing at written terms and conditions and arguing with a team of wait/floor staff prior to this soured the evening for us. We have of course flagged this issue to the Rotana cards programme.

- When the bill came at breakfast each day, we highlighted the breakfast had been comped due to issues with our room. We were assured that the signature was just to acknowledge receipt, and that care would be taken to ensure it would not appear on our bill at check out. Of course it did. We had to ask to have it removed. Twice.

More generally: the Bed was I think old - certainly not very comfortable or 5 star quality. The decor even in the Premium wing (I understand this is new) was very dated. I suspect this is one of the few decent hotels in town to stay in, in which case this is probably fine (the Mercure up Jebel Hafeet looked much more 70's resort from what we saw than the Rotana!). But its a shame the hotel ratings system doesn't distinguish between pure facilities vs service and luxury - this is a 5 star in the former sense but definitely not in the latter, and I think for some people this causes real disappointment.

Management seemed generally helpful where possible: the restaurant manager at breakfast was extremely proactive in trying to look after people. When we asked for the manager to come and speak to us at dinner the night we checked in (about the fact we were not given the room we booked) he did not come, but a manager did call at the time requested the day we checked out after we responded to "How was your stay?" with "Disappointing" We missed the call (our fault) and decided not to return it in the circumstances: after all, from reading the reviews on TA management either apologise and provide assurance that the issue will not happen again (getting the room you booked a case in point for this not in fact happening), or offer to have you back for a return visit where they assure you things will improve (which we aren't really interested in going back... and I just can't see any capability of delivering on that promise!)

  • Stayed April 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AlAinR0tana, General Manager at Al Ain Rotana Hotel, responded to this review, April 17, 2013
Dear M-la7,

Thank you very much for your review on a TripAdvisor, as well as giving a constructive feedback on your Al Ain Rotana Hotel experience.

I am very disappointed to read that you have received such a poor service during your stay, especially with regards to the front office and food & beverage experience. I have investigated the matter and found this is partly due to miscommunication as well as lack of attention from our side, kindly accept my deepest apology on behalf of my entire team. Trust me, I have looked into the issues described in your review and talked to the concerned department heads in order to ensure that no repeat of a similar nature will occur in the future. Rest assured, we are obliged to for a continuous process of team training and development to consistently enhance our guest experience with all the colleagues involved.

Furthermore, I would like to give you a call over the phone or meet you in person in order to apologize for all the mishaps occurred during you previous visit. I would also really appreciate if you would stay with us to give us a chance to show you the true Rotana experience. By letting me know beforehand via email: alain.hotel@rotana.com, I could take personal care of your stay, ensure you get compensated for the poor experience.

Once more, my sincere apology for the poor handling of my team, I do hope that you will return to Al Ain Rotana and I will be there to welcome you personally.

I am looking forward to hearing from you.

With best regards,

Ayman Gharib
General Manager
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Additional Information about Al Ain Rotana Hotel

Address: Sheikh Zayed Rd, Al Ain, United Arab Emirates
Location: United Arab Emirates > Emirate of Abu Dhabi > Al Ain
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 11 hotels in Al Ain
Price Range (Based on Average Rates): $
Hotel Class:5 star — Al Ain Rotana Hotel 5*
Official Description (provided by the hotel):
Al Ain Rotana, situated in the heart of Al Ain and few minutes away from the famed sites of the city, redefine efficient service with an effortless style. Guests are pampered by well-trained employees which are on hand 24-hours a day.This hotel with its unique services and facilities will make sure to fulfill your every wish and make your stay an unforgettable experience. ... more   less 
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Also Known As:
Al Ain Rotana Hotel Emirate Of Abu Dhabi

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