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“Terrible start, difficult to recover from”

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Shangri-La Hotel, Qaryat Al Beri, Abu Dhabi
Ranked #14 of 128 Hotels in Abu Dhabi
Certificate of Excellence
Reviewed January 25, 2014

Myself, my husband and 7 month old daughter arrived on our flight from London at 9pm for our 7 night stay and we were escorted up to the club lounge to check in (we thought this was a little unusual as we were expecting an "in room" check in as advertised on the hotel's website). The lady checking us in was halfway though the process when she received a phone call. When you're checking into the 5* Shangri-La club facilities and overhear your surname and the 4* Traders hotel being mentioned, you know you're in for an "interesting" conversation. She hung up the phone and proceeded to tell us that there was no room for us at all in the hotel and that she was very sorry for the inconvenience (understatement!!!) but not to worry as they'll find us a nice room although she didn't actually tell us what or where room this would be. She explained that the hotel had been booked for an Indian wedding (we later learned that they had about 85% occupancy) although this didn't actually explain how our room was no longer available. We were further annoyed by the fact that the hotel had had opportunity to let us know of a potential issue in advance of our arrival as I'd contacted them on a number of occasions to ask about a cotbed for my daughter, a potential issue with our daughter using the club facilities (highlighted by Tripadvisor reviews and not mentioned on the hotel website) and to book a hotel limousine plus baby car seat from the airport. We were not happy (another understatement!) so my husband requested that he spoke to the duty manager. We were ushered into the club lounge and got left waiting for at least 20 minutes with my husband having to chase for an update.

Eventually the duty manager arrived and he offered us further apologies for the inconvenience and a room in the Shangri-La Residences for three nights "as some people like staying in them" - I'm sure they do but this was not what we booked, plus they were not actually within the hotel but more like a 20 minute walk each way to the lounge (or using the hotel abra or golf buggy service, neither of which were appropriate for a child in a pushchair). Again we had to insist that this was not commensurate with the room that we had booked and my husband felt that we should either have the room we had booked or a better room within the main hotel building. The manager left saying he would see what he could do.

An hour passed (again with my husband having to ask for an update) and while we were repeatedly offered drinks no-one acknowledged that it was now nearly 11pm, we'd missed opportunity to have dinner and were actually very hungry! My daughter was also very tired and hungry but the spare food for her was in our luggage which had been spirited off somewhere unknown and we had to request it to be brought to the lounge to stop her having a meltdown.

Eventually the manager returned offering us a standard room for one night (I thought there were no rooms available?!) before being moved to one of their villas for the rest of our stay. The baby and I were taken to the room (330) while my husband was shown where the villa was to make sure he was happy with this suggestion, although he wasn't allowed to look round due to it being occupied.

Unfortunately, we thought we get some sleep but the Indian wedding party appeared to be in full flow still at gone 11pm and the room we were in was ringing with bangra style music from a band playing outside which only stopped at 1am. Luckily we were still on UK time but that's not the point although we didn't complain as we just wanted to get some sleep!!!

We were told that the villa would be available for us by early afternoon and we though this was fair enough seeing as check-in is from 2pm and to allow for cleaning. So we planned a low-key day to tie in with this, bearing in mind we didn't unpack as we knew we'd be moving. After a couple of hours on the nice but ghosttown-like beach, my husband went to reception at about 1.30pm to see what the status was and was told it would be another couple of hours as it was still being cleaned so we headed up to afternoon tea in the club lounge. The staff in there were, by now, aware that we were being moved to a villa (apparently very exclusive/exceptional/expensive accommodation) and their reaction seemed to suggest that we should be very grateful for us being moved there - not in a nasty way but in a "wow you've done so well for yourselves" way. This was very sweet but, actually, we hadn't asked to be moved to a villa we just wanted the room we booked and seemingly the villa was the only accommodation left in the hotel available to us! Back in our temporary room, we then got a phone call at about 5pm saying that the villa wouldn't be available until at least 6pm. By this point, and having had our temporary room cleaned by house-keeping, we were beginning to wonder if we were being spun a line and whether we'd receive another call to say we'd have to stay in the room we were currently in. Fortunately, at 5.30, they called us to say that we would be moved to the villa in 10minutes and the porter moved our cases while we were transferred by golf buggy.

As an aside, late that first morning, while we were exploring the hotel, a member of staff approached us to advise us that as a "special deal" breakfast was being served on level 5 in the club lounge - we thought this was a bit odd since we knew that was part of the club privileges so wondered why this was being touted as a "special deal". We later found out that due to the 85% occupancy by the Indian wedding party they had sole occupancy of Sofra, the main buffet restaurant, and had brought their own chef so the remaining hotel occupants HAD to use the club facilities for breakfast. This is bad for these guests as the range of food on offer in the club lounge was less than in Sofra so if you'd wanted to go to Sofra you'd be very disappointed. We're not sure what people did if they had booked half board (presuming that the Sofra buffet was normally used for this meal plan!).Similarly, if you'd booked the more exclusive club level you'd be disappointed to know that the facilities weren't exclusive for the 4 days that the wedding party were staying. We also noted that one of the two beaches was closed for their own private beach party. Surely, if this party was causing such substantial demands on the hotel and inconvenience to its other guests, someone higher up in the management structure should have just made an executive decision to give the party sole occupancy of the hotel, or insisted that they paid for sole occupancy. Presumably the wedding was booked months in advance so the hotel should have had plenty of opportunity to close off bookings or alert those who'd already booked that there might be an issue. It was patently obvious that if you were not in the wedding party, you were not getting the level of service or facility that you booked and paid for.

Even after the wedding party departed on the Sunday (day 4 of our stay) it was apparent that there was still a knock on effect to the hotel as it remained semi-deserted for the rest of our stay presumably because people couldn't book rooms weekend to weekend. One of the beaches remained closed off (the one closest to our villa) and the site-services team seemed to use this as an opportunity to do some work in the beach - although bizarrely this seemed to include leaving what looked like a large grey septic tank in full view on the edge of the beach!!!

The point we are making is, if you decide to book a room here it would be worthwhile checking that there isn't a big party due to be using the hotel at the same time as they seem incapable of maintaining the level of service/facilities for non-party guests. The coup de grâce was that wedding wasn't even being held at the Shangri-La but at a different hotel and this was still the level of disruption it caused!!!

Of the club lounge and club service itself, notwithstanding the very pleasant staff, it was an ok standard but we have had better in other hotels we've stayed at. For example, the evening drinks offer and selection was fairly poor, with Beefeater gin and Johnny Walker Red Label whisky being the standard of brands on offer - ok in themselves but not what you would call premium brands. In other club lounges we've used, we've been able to have a wider, more premium choice including cocktails, for example in the Westin Dubai or Sheraton Bangkok etc. The afternoon tea was regularly running low on food despite there not being many people in the lounge and the scones were particularly scarce. The evening canapés were ok, but were variations of the same theme every night (fish skewers with soy sauce, beef skewers with a creamy or tomato sauce and something pastry/fried with sweet chilli dip) and NONE of the food at any meal time was labelled with what it was. Fortunately my husband is happy to do trial and error on my behalf but not so good if you have any food allergies or cultural reasons for avoiding certain foods. By contrast the breakfast buffet in Sofra, which we tried once the wedding party had left, had some labelling on foods and had it's own sections for gluten free foods and other food intolerances.

The lounge itself was in a location on the 5th floor on a balcony overlooking the main lobby - however the outside terrace, which people wanted to use and was regularly full, seemed as though it wasn't designed specifically for the club lounge so didn't have the lovely views that the rest of the hotel affords, the paving wasn't to the standard of the rest of the hotel complex and generally felt like an afterthought. The breakfast offer was never particularly clear. given that on our first morning there was a hot buffet and omelette station outside on the terrace. The second morning we were given a menu to order our eggs from but there was still a hot buffet for the sausages, beans etc. But on our final morning, when we'd decided to dine inside, there was some embarrassment as we ordered our eggs off the menu and went to get the hot items but found that the hot buffet was only there because of the wedding so they had to quickly change our order to make sure I didn't just have a fried egg for breakfast!

In addition, the "reception" desk of the club lounge never appeared to be manned, which is unlike the other hotels we've stayed in and made it unclear as to who you could approach for advice, support, information etc and begs the question as to the point of the desks in the first place.

An additional disappointment, was the lack of intuitive service (I'll say again, the staff were all lovely as individuals, particularly Cherry, Rachid, Theint and Kopila). During the evening drinks, we were either offered more drinks when we still had half our drinks remaining or were left with empty glasses for a good period of time. We also visited the lounge three times a day for the week and were only offered the highchair for our daughter once, on the first day. Highchair?! You're thinking "but they don't let children into the lounge... " We only read about children not being able to use the club lounge here on Tripadvisor AFTER booking our hotel (yes yes, we'll learn in the future!) so we contacted the hotel to see if this could be waived seeing as our daughter is only 7 months and therefore not running around the lounge potentially causing an annoyance to other guests. The reservations team responded to our email back in November to say that they'd spoken to the management and, with special permission, she would be able to use the lounge with us... Unfortunately, during our stay, the Club Lounge manager told us that this child access restriction was actually rescinded last year so, by inference, they weren't doing us a special favour at all!!! So after our negative check in experience, where we were assured that our experience wasn't the norm, and now this discovery, we were left unsure as to whether we should believe anything we were told!

Beyond the club lounge and Shangri-La hotel, the Residences and their gardens/pool/beach area looked very nice and more exclusive if you would like the option to self-cater with the added level of hotel services. The Traders hotel also looked very nice for the prices quoted. We didn't book the Traders originally because we'd stayed in Traders hotels in Malaysia and these were more geared to the business customer which we weren't looking for in our visit to Abu Dhabi. Having seen them in the flesh we would consider booking at the Traders on a return trip to Abu Dhabi as it seemed better geared to a holiday client.

Also, the Souk in the complex was a great facility. There was a mini-supermarket which was well stocked and with good prices (we were able to buy Aptamil baby milk when we ran out) and there were some lovely restaurants too. The apparent remoteness of the Shangri-La complex was therefore not a problem as you could dine at non-hotel prices, have a takeaway delivered (pizza/curry), the taxis are plentiful and cheap if you want to explore the city and the hotel also runs a couple of shuttle buses to the mosque, malls and Yas Island. The taxi to the airport was 32DH and home from the Marina Mall was 42DH.

In summary, and I do realise that we must come across as particularly grumpy with this review, we still had a nice holiday but the purpose of Tripadvisor is to review the hotel not the holiday experience. For a 5* hotel, particularly one of Shangri-La's reputation, we felt that the overall experience was substandard and not what we expected or paid for. I'd like to think we were just unlucky that our stay coincided with such a large event, and staff repeatedly assured us that this was not the usual standard that they aim for. HOWEVER, we would be very wary about returning here, or recommending the hotel to others "just in case".

You cannot get away from the fact that they committed the cardinal sin of hotels in not having a room for us despite having paid, fully, in advance, and having to press them into providing an acceptable alternative, especially when you consider they had several opportunities during email dialogue to resolve the issue before our arrival and saving face at the same time. The fact we had our 7 month old baby compounded the issue and the situation may not have been so bad if we didn't have to worry about her through the farce.

Room Tip: All rooms in main hotel face the mosque (although some have side views), and all have balconies. Gro...
  • Stayed: January 2014, traveled with family
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10  Thank Em D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ArbindKS, General Manager at Shangri-La Hotel, Qaryat Al Beri, Abu Dhabi, responded to this reviewResponded January 26, 2014

Dear Em_cupcake, thank you for taking the time to share your experience with regards to your recent stay in our hotel via TripAdvisor. As a five star hotel establishment committed to giving excellent customer service to the public, your feedback is most valuable to us as it is through these constructive comments we can better determine where additional efforts will be directed in order to maintain the high standards that you have come to expect from the Shangri-La brand. Please accept our apologies. In principle, we have let you and ourselves down with these incidents. I would like to get in touch with you with regards to your recent stay and hope you can email me at arbindk.shrestha@shangri-la.com. Thank you once again for your feedback and we look forward to hear from you soon. Best regards

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Reviewed January 24, 2014 via mobile

We stayed at the Shangri La for a few days in January and were extremely happy with the service we received. Special to the staff for all their amazing work. We enjoyed the Sofra buffet immensely, as well as Pearls and Cavier restaurant and bar where we were served by a very attentive waiter - Igor. This was our second of many future stays at the Shangri La Abu Dhabi. Thank you very much!

Stayed: January 2014, traveled with family
Thank evkevk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 22, 2014

With the family from Australia staying in the UAE for a few weeks, we took a few days to explore Abu Dhabi and selected Shangri-La Hotel, Qaryat Al Beri as our base after experiencing such great service and standards in other Shangri-La properties.

Having seven family members aged 9yo to 75yo and including several well seasoned travellers any hotel would struggle to ensure all were happy - however the team at Qaryat Al Beri exceeded all expectations in ways not experienced by any of us before in any hotel.

Due to some unexpected booking misunderstandings we were personally looked after by the Duty Manager and Front Office Manager with utmost understanding, care and genuine desire to find a solution which upheld Shangri-La’s high standards.

During our stay unfortunately my elderly Mother fell ill. The housekeeping and butler staff who attended our room took personal interest in my Mother’s wellbeing and comfort and offered a duty of care to her like a concerned family member.

On behalf of all of us, we cannot thank or praise all the staff we came in contact with more for their exemplary level of not just service, but genuine personal hospitality and attention.

  • Stayed: January 2014, traveled with family
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Thank Shaun S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 20, 2014

Five stars across the board. The sincere hospitality, service with care, was world class at the Shangri-La. I would recommend it to anyone, but be sure to stay longer than you planned! You'll want more.

Room Tip: Be sure to check out the hotel facilities early and often; they're GREAT (e.g., jacuzzi with wat...
  • Stayed: January 2014, traveled on business
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Review collected in partnership with shangri-la.com
Thank Leslie E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 20, 2014

My wife and I spent 4 nights here in September last year and were more than impressed with the relaxed environment and the impeccable service we encountered during our visit. Arriving slightly earlier than the 2 o'clock check in time we were pleasantly surprised to be given an upgrade to a Premier room and found the room to be very spacious and comfortable. The breakfast was an amazing spread of all you could imagine and we were very relaxed sitting by the pool each morning. The standards in this hotel are exceptional from the food to the service and the general atmosphere around the place is as you would expect in a Shangri La hotel. We are due to come back to Abu Dhabi in August this year and will certainly be considering a return to this hotel.
The Souk next door also has some fantastic restaurants and is a very pleasant place for a stroll in the evening. If you are considering Abu Dhabi I would say Qaryat Al Beri is a great choice.

  • Stayed: September 2013, traveled as a couple
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Thank jimmac2912
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 20, 2014

My family and I stayed here over the Christmas holiday. Fantastic service (snowmen on the beach!) and very spacious rooms. Be warned - the buffet breakfast is fantastic, and the evening buffet was also really good. Some reviews criticize the location, but we found it pretty good - only a few minutes' cab ride to either Yas Island or the Corniche.

  • Stayed: December 2013, traveled with family
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1  Thank shargs
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 19, 2014

Stayed four nights at the end of a five week trip to Australia and New Zealand visiting relatives for Christmas. This was to be the perfect way to end our trip with four days of 5* luxury, sun and relaxation.
There are lots of good aspects to the Shangri la and, to be fair, reading previous reviews, it would appear that our experience is very much in the minority. So the good: the hotel is beautiful, the rooms are spacious, well appointed and spotlessly clean. There are two beach areas and several swimming pools and lots of dining options. The food (particularly breakfast) is excellent quality albeit it hideously expensive.There is also a nearby souk which offers an alternative to dining in the hotel.
The not so good: Our stay didn't get off to the best of starts when, nothing to do with the hotel, our Emirates driver didn't know the way to the hotel, seemingly had no GPS, and eventually dropped us off at the wrong place. We were quickly transferred to reception by golf buggy and proceeded to check in. We were informed our room wasn't ready, yes it was 7.30am but the hotel were aware that we would be checking in at that time. We were told we would have to wait a couple of hours but were able to use the hotel lounge or swimming pool during that time. To be honest, that wasn't a great thrill given that we had travelled from Christchurch to Sydney then to Dubai and on to Abu Dhabi over the previous 24 hours. All we really wanted to do, and had expected to be able to do, was get our heads down for a few hours and then take a shower. No alternative was offered until I made it clear I was unhappy at which point we were told we could use a room that had been adapted for less able bodied guests. Fortunately, because we had a very early check out we were able to transfer our breakfast from our check out day to our arrival day. Again, unlike many reviewers, there was no offer of a complimentary breakfast, or even coffee, until I asked the question. When we went to our temporary room it was unclear whether the room was waiting to be serviced or not. We made use of the shower but certainly would not have used the bed. Having had our breakfast, having been assured by the restaurant manager that the charge would not appear on our bill, we returned to reception some 2 hours later. we were then told that we would not be able to check in until the designated time of 2pm as there would be no room available until that time. Having wasted an hour wandering around we returned to the lounge, sitting there, one thing was apparent, no one else looked like they were hanging around waiting for their room to be available. Eventually I spoke to the relations manager and a room was available about 12.30, some 5 hours after we arrived. Because of the disruption to our day we were both shattered by early evening and ordered room service. They delivered the wrong thing, not a problem because we had only ordered a pizza and it would be simple to put the mistake right in matter of minutes. This is where the hotel gets its priorities wrong, the room service manager arrived with the pizza doing his best Uriah Heap impression and offering a selection of cakes by means of apology. Firstly, I didn't need an apology because it wasn't a big deal and secondly I didn't want the cakes. What I really wanted was for someone to try as hard as that when I really needed it at 7.30 in the morning. On the Friday, the last day of our stay, the hotel was effectively taken over by the wedding guests of an Indian multi millionaire. Breakfast, instead of being served in the main restaurant which seats 350, was served in the Horizon Club room which seats about 50. There was not enough seating, not enough food, not enough selection of food, not enough staff and what cooked food was available was barely warm. From mid day to 4.30 the beach directly opposite our room hosted a beach party for the wedding guests. Any form of relaxation was impossible as loudspeakers blasted out Gangam style Bollywood music at full volume. As you've probably guessed, the first days breakfast was charged to my bill when we came to check out!
Maybe we were just unlucky on this occasion but we certainly came away feeling disappointed with our stay. A lot depends on how you like your 'customer service' delivered. Personally I like the emphasis to be on getting the important things right first time. I don't need two girls to open the door for me every time I leave the hotel (just get an automatic door) or for a string of people to ask me if I'm having a good day when I haven't even got a room yet or for someone to polish my sunglasses.

Room Tip: Ask for a room on a higher floor. Our room, 210, has an uninterrupted view of several palm trees and...
  • Stayed: January 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Eastlands
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ArbindKS, General Manager at Shangri-La Hotel, Qaryat Al Beri, Abu Dhabi, responded to this reviewResponded January 26, 2014

Dear Eastlands, thank you for taking the time to post your review at TripAdvisor. We sincerely appreciate your constructive comments and we will take your feedback as a tool for process improvement. Please drop me an email at arbindk.shrestha@shangri-la.com as we would like to know more about your stay. Thank you once again and I look forward to hear from you. Best regards

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Additional Information about Shangri-La Hotel, Qaryat Al Beri, Abu Dhabi

Address: Qaryat Al Beri Complex | Khor Al Maqta, Abu Dhabi, United Arab Emirates
Location: United Arab Emirates > Emirate of Abu Dhabi > Abu Dhabi
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Family Hotel in Abu Dhabi
#2 Romantic Hotel in Abu Dhabi
#7 On the Beach Hotel in Abu Dhabi
#8 Business Hotel in Abu Dhabi
#9 Spa Hotel in Abu Dhabi
#14 Luxury Hotel in Abu Dhabi
Price Range: $177 - $480 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Shangri-La Hotel, Qaryat Al Beri, Abu Dhabi 5*
Number of rooms: 213
Official Description (provided by the hotel):
Located on a one-kilometre stretch of private beach overlooking the strait that separates Abu Dhabi Island from the mainland, the hotel is situated ten minutes drive from the city's international airport, five minutes from the golf course and the new Convention Centre and 15 minutes from the Corniche and the city centre. Shangri-La Hotel, Qaryat Al Beri, Abu Dhabi, features 213 luxurious rooms and suites, all furnished to the highest standards in a modern Arabic style. Each room also has a balcony or a terrace providing an ideal setting for viewing striking ocean sunsets and traditional Arabic domes and minarets. Accommodation choices also include six spectacular villas comprising four bedrooms and a private swimming pool. Regarded as an ideal hotel in Abu Dhabi for longer stays, the Shangri-La Residences include 161 spacious serviced apartments ranging from studios to four-bedroom units.The 8.5 Hectare hotel complex provides a wide range of facilities and services for the discerning traveller. These include the signature CHI, The Spa at Shangri-La, and a dedicated well-being zone comprising two gymnasiums, a swimming pool and a yoga room. In addition, there are four swimming pools within the grounds. The Souk traditional Arabian market built in a modern setting offers a variety of shops under one roof which are connected by a waterway featuring Arabic gondolas, or abras, which slowly meander through this unique architecture lush garden scenery. Supreme waterfront lifestyle enhanced with Shangri-La hospitality. Designed with luxury and comfort in mind, the Shangri-La Residences has all the features of the hotel at their doorstep. ... more   less 
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Also Known As:
Shangri-La Hotel, Qaryat Al Beri, Abu Dhabi Hotel Abu Dhabi

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