for the price service was absolutely not up to standard. Reservations not forwarded, orders forgotton, staff didn't seem to know anything about the hotel. Restaurant staff didnt know what they offer. It went so far that they told us meals dont existed until we showed it to them on the menu
From the moment you arrive, they treat you like royalty. Every single aspect about this place is top notch: from the service, rooms to the facilities. It's one of those resorts that leaves a lasting impression. I loved walking around the resort. The swimming pool has a lovely view of the mountains. We didn't join anything but they offer a wide range of activities for both adults and children such as hiking and yoga. Our stay was perfect in every single way. I will definitely love to come back.
. The hotel was amazing , clean and the staff was so welcoming. but we have one complain, the room service knocking the door on all the guests and in one of the cases he entered the room without the permission of the guests
It was there for short holiday , nice , relax and comfortable hotel . Great selections of food , nice clean and simple buffet .I love the pizza , buratta salad and tiramisu . Polite chefs and service team. Thank you
First of all, I really have to admit that the hotel is located in a spectacular environment, the hotel facility as well as the rooms are really great and beautiful as well as the food & beverage selection is marvelous. Now comes the but... there have been certain things do not meet the standard of a 5* hotel or the high price a guest pays for the stay. And in our opinion, this is not about the lack of effort of the individual employee, because we experienced most of them to be very eager to provide a good service, but rather about operational flaws, not really customer friendly processes and/or lack of training. 1) On the day we arrived, we were welcomed friendly with a small upgrade to the next room category (which was basically a room on a higher level) which is in principle nice, as well told that we have a resort credit of 10 OMR per room (which we already knew from the booking page). Now, we were presented the room rates we are supposed to pay which was about 2000 OMR per room while we booked for 1000 OMR through their own site. Going back and forth, the receptionist did not believe this and went back to clarify. Despite having the confirmation mail, we were now unsure if we were the ones to be wrong and checked online on their page again to get the price bucket. What we saw there really shocked us: We could have booked the room even for 500 OMR on that day - how are these huge price differences possible for a 5* hotel? We understand that there are price differences based on the demand but a 5* needs to have a certain minimum price level? Anyway, after the receptionist has gotten back to us, it seems that he would still not believe us and we even had to send in the e-mail so that the reservation department could check that. I mean looking at the price difference (2000 OMR vs. 500 OMR on that day...), with a common sense that should have been solved quickly. The whole process left us as if we were the dumb guys there, booking too early and even got a prize which is impossible. The receptionist even said several times, we have already provided you with an upgrade and the resort credits as a courtesy - this sounded a bit like a slap into our face since this upgrade has been provided considering the price of 2000 OMR. We asked to talk with the duty manager just to clarify this issue and they promised us that she/he will get back to us as soon as possible. For 2 days, we have not gotten any calls regarding this issue despite the fact that we have reminded them 2 and every time, there has been an excuse for why she/he would come back to us later. No one did until the checkout day... 2) There is a fine dining "Al Qalaa" which we wanted to try out. We made a reservation about a week before staying there via e-mail and also got a confirmation e-mail for this. On the day of the dinner, we went to the restaurant just to find out that there is no reservation on our name and that the restaurant is full. We then showed the reservation confirmation and they asked us about the name of the employee who did the reservation. Instead of providing a solution immediately, they threw the colleague under the bus in front of us by saying that "Oh, it's her? She must have totally forgotten to put you on the list and so on...". How does finger pointing help in that situation? So with some effort in the end, we have received the table but would have imagined for such a price that we would not have that hustle to just get a table - again, there is the feeling that you need 3) There is a happy hour (50% on drinks) from 5-6pm and we kindly asked the waiter if we can still place an order at about 5:55 to benefit from the happy hour. He said in full confidence that this is no problem at all as long as we place our order before 6pm. Having done so, we received the drinks, no problem. But when the waiter brought us the bill, 2 drinks were on the happy hour rate and 2 on the normal ones. He explained and discussed with us that this is due to the system and anything after 6pm that he has to type in is not eligible for the rate anymore. We cannot understand this since he promised that it is possible at all and did not even mention this mechanism. After a discussion of 10 minutes and him going to his manager in the end, we got the reduction. Do not get us wrong, for us it is not about the money but rather about the expectations and promises a hotel does. And for a 5* hotel, we would expect something differently. 4) Last but not least, there are some smaller things that could have been improved. Maybe it was due to COVID but for a guest that should not be noticeable. In the SPA area, water, fruits or towels should be provided and stocked up on a regular base. While there were no fruits at all, we had to ask twice for water and towels, otherwise, they would have not been refilled that fast. Also, during dinner, waiters were constantly asking to clean up plates even if the cutlery are not in the "4 o'clock" position. We had to always be cautious that a plate would not be dragged away even if we haven't finished it. Again, for us it is not about the money, otherwise we would not have booked the hotel. But when you pay a certain price then you expect a certain level of service. One of this would not have been a problem but all this together, that sums up to a level that makes the memory of the stay not really great. No one seemed to take our seriously and it has been only on the last evening / check out day that all of this (point 1-4) has been addressed. Only until then, we got a small excuse in form of a champagne bottle and 10 OMR each on the final bill. But no explanation or real excuses at all or even the possibility to talk to the duty manager. Bottom- line, since we did not receive any explanation, do not book to far in advance, because you might be "ripped off" even though it might not be intentionally.…