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“Unacceptable service”

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Movenpick Resort & Spa Dead Sea
Ranked #6 of 9 Hotels in Sweimah
Reviewed May 4, 2014

At arrival, it took us more than 2 hours to get our rooms. It was way more than 4pm, their checkin time. First we were said that there were no non-smoking rooms available (what we have reserved more than a month ago), then we were said that actually they didn't have non-smoking rooms, just that they ventilated well the rooms. After asking several times in the reception, we were invited to have a drink in the bar while the rooms were getting ready. So it took us more than two hours since we arrived until we got to our rooms.

This is simply unacceptable for a hotel of this category and price to make guests wait this long to have the rooms. The only compensation we were offered was a plate a fruit. We tried to forget and just enjoy our vacations and thought that it just must have been bad luck, but after talking randomly to other unknown guests to us, we were amazed to discover that they have suffered the exact same problem.

Should have we know all that we were going to wait we would have gone to the beach or pools, but the uncertainty and lack of information made us loose two hours of the evening.

Other disappointing thing is the breakfast, or better said the too many people or the too small venue for holding us all: its not pleasant at all to have sooo many people in such a small place.

Rooms, pools, general space, artificial beach: ok. The access to the dead sea is a small and rocky access, but in all hotels must be the same.

So: if you have a 5 star resort, get your act together and offer a corresponding service. What we received was far away from the minimum you can expect from a place like this.

  • Stayed: May 2014, traveled with friends
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5  Thank alvaroortiz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
phoesli, General Manager at Movenpick Resort & Spa Dead Sea, responded to this reviewResponded May 9, 2014

Dear Valued Guest,
I refer to your recent stay with us at the Moevenpick Resort & Spa Dead Sea and have taken note of your comments, which you have posted on Tripadvisor.
We are indeed sorry that your stay was marred by a delayed arrival process and I would like to take this opportunity, in order to apologize to you once more for any inconveniences caused. It goes without saying that I have discussed the matters raised with the respective executives, in order to ensure that remedy actions are being taken without delay.
This is to inform you that when our resort is reaching occupancies of over 80%, we are having our second All Day Dining Restaurant, Al Mashrabeya Restaurant, available for breakfast, in order to give our guests ample space to enjoy a leisurely meal accordingly.
I was pleased to read, however, that you found our rooms, swimming pools, general space and beach in order.
Thanking you for sharing your comments and wishing you all the best, I remain,
Yours sincerely,
Peter Hoesli

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Reviewed May 4, 2014

We stayed there for one night. The resort is very big and has many beautiful pools. It has also a direct and private access to the dead sea where you can enjoy the muds and the floating experience.
Our room was in the yaruk zone and it was ok but for from our point of view it does not fulfill the quality of a 5* hotel (the shower curtains were literally brown and needed a change). Maybe a superior room will be in a better condition.
Very polite and nice hotel staff, always ready to help.

  • Stayed: May 2014
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Thank Cristina F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
phoesli, General Manager at Movenpick Resort & Spa Dead Sea, responded to this reviewResponded May 9, 2014

Dear Valued Guest,
Thank you for staying with us at the Moevenpick Resort & Spa Dead Sea and for posting your corresponding review on Tripadvisor.
Careful note has been taken of your comments and I am very pleased to read that you have overall enjoyed your stay with us.
It goes without saying that I have shared your comment, regarding the room in the Yarmouk wing of our main building with our Executive Housekeeper, who will ensure that remedy actions are taken to avoid similar inconveniences to our valued guest in the future.
Please note that our standard rooms are all allocated in the Yarmouk wing of our main building, while the Zara wing is featuring all superior rooms and suites with magnificent views of the hotel gardens and the Dead Sea.
Having said all that, you might be interested to know that we are planning to renovate 323 out of 346 rooms and suites very soon, which will surely elevate the comfort of your future stay at our resort.
Your compliments about our employees have been well received and communicated to them through our employees notice board.
Thanking you for your continued patronage and looking forward to welcoming you back to the Moevenpick Resort & Spa Dead Sea very soon, I remain,
With kind regards.
Peter Hoesli
General Manager

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Reviewed May 2, 2014

We are regular visitors to this beautiful resort for over 10 years. The resort is quite spacious and therefore you can have a relaxing vacation and enjoy the pools and sea. If you want added privacy you can upgrade for the Wadi Rum rooms whereby your room will be near a private pool for Wadi Rum residents only. What I like about this hotel is that it is built like a village with several sections. If you are a family with kids you can enjoy several activities and kids can play in the sand pool. Meanwhile, if you do not like to be around screaming kids go for the adult pool and bar located just before you reach the sea or even go down to the sea where you can enjoy relaxing time with out any noise. For extra relaxing time you must try the Zara SPA where under 18 are not allowed entry. This SPA is one of the best in the Middle East region, very spacious with hydraulic pools and a pool with salt water from the sea. Book for a massage there. I usually do couple massage with my wife for 150 JDs which includes entry to the SPA for full day, compete relaxation and you don’t get harassed by kids splashing or screaming. Most importantly is it is never crowded. Of course, a trip to the dead sea is not complete without a dip in the salty sea and you must cover your full body with the dead sea mud which is very beneficial for the skin. Be careful not to leave it on for more than 20 minutes in the sun otherwise you might get nasty sun burn. After you keep the mud for 20 minutes go for a dip in the sea to wash it off. By the way, the hotel provides mini bar with complimentary water and soft drinks. The staff are friendly and they try their best to serve you. However, I noticed that some need more training. Don’t forget your camera as the sunset is breathtaking and worth capturing. I highly recommend this beautiful relaxing resort, especially at night when you feel total serenity.

Room Tip: Go for Wadi Rum rooms for private pool. Main building rooms have better sea view as the garden rooms...
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  • Stayed: July 2013, traveled with family
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1  Thank Maher_DxB
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
phoesli, General Manager at Movenpick Resort & Spa Dead Sea, responded to this reviewResponded May 9, 2014

Dear Valued Guest,
Many thanks for your accurate and complimentary review of your recent stay with us at the Moevenpick Resort & Spa Dead Sea on Tripadvisor.
The team and I are very pleased to read that you have enjoyed your renewed stay at our resort.
You are right, the Beach Rooms at the Wadi Rum unit are indeed very beautiful and with 38sqm in size, very spacious. The beach rooms, which you have mentioned in your review, featuring direct access to a private pool, are part of the Royal Villa set-up. Therefore, only the beach 4 beach rooms, which are located on the same level as the Royal Villa have access to this private swimming pool and the luxuriously large terrace, overlooking the Dead Sea. Nevertheless, the remaining beach rooms are equally spacious, attractive and feature a large terrace with private outdoor seating area, including sunbeds.
We all at the Moevenpick Resort & Spa Dead Sea hope to have the pleasure of welcoming you back very soon and assure you already in advance of our best care and attention to your comfort.
Thanking you for your loyalty towards Moevenpick Resort & Spa Dead Sea, I remain,
With kind regards and best wishes.
Peter Hoesli
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 2, 2014

Pros: the setting is gorgeous, the main pool is really nice, the property is gorgeous, with lots of character. The spa is expensive but worth every dinar - excellent treatments, and unlike the staff at the rest of the property, the spa had truly excellent service, from all the staff we encountered there.

Cons: Service is terrible.

Check-in is 4pm, there were huge lines of people waiting (it was a peak weekend) and yet the check-in desks were not all staffed. We were not given the correct room, and the staff person said to wait 5 minutes to fix it. It took 40 minutes before we were finally assigned a room! All kinds of people in line were complaining and fighting with staff about the rooms they were given - the hotel perhaps overbooked, something was clearly wrong, and staff weren't particularly nice about it. Our luggage took another 30 minutes to arrive to our room after we did - all in all a 90 minute process for check-in!

The bathroom in our room did not have towels, there was some sand on the floor, and a bit of a Band-Aid stuck on the counter. Clearly cleaned in a real rush, and not well. We noticed the absence of towels when we came back from the pool, and had to wait another 40 minutes (and call 3 times!) to get towels before we could take a shower.

We dined both at the Italian restaurant and at the buffet. Service was hectic at the Italian restaurant but acceptable. Horrendously slow at the buffet, both for dinner and breakfast. Had to ask 3 times for a cup of coffee at breakfast. We also ate at the poolside bar, and service there was also incredibly slow, had to ask multiple times for things, even the ketchup which was just out of our reach and could have been handed over in a second by staff.

Food is so-so. At the Italian restaurant, we had tasty enough pizza and 2 good pasta dishes but one was very bland. The buffet was absolutely ordinary. We have dined at the outstanding buffet at the Moevenpick Beirut and were expecting delicious food. Donuts at breakfast tasted stale, the dinner choices were uninspired and bland, and at these prices, we all really expected something tastier. The best food we had was at the poolside bar, some nice fish kebabs and decent kids' food.

The setting is 6-star, and so are the prices. It is unacceptable to have 3-star service and food at these prices.

  • Stayed: April 2014, traveled with family
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Thank American_Overseas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
phoesli, General Manager at Movenpick Resort & Spa Dead Sea, responded to this reviewResponded May 9, 2014

Dear Valued Guest,
I refer to your recent stay with us at the Moevenpick Resort & Spa Dead Sea and have taken note of your comments, which you have posted on Tripadvisor.
This is to inform you that I have shared your comments with my executives concerned, in order to ensure that corresponding follow-ups are conducted in operation and similar shortcomings avoided in the future.
Please accept my apologies for any inconveniences caused. Nevertheless, our Director of Spa & Wellness was very pleased to read your complimentary remarks and shared the same as well with his team.
The team and I hope to have the pleasure of welcoming you back to the Moevenpick Resort & Spa Dead Sea in the hopefully not too distant future and we assure you already in advance of our best care and attention to your comfort.
Thanking you for your continued patronage, I remain,
With best regards.
Peter Hoesli
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 30, 2014

I also can't understand the number of poor reviews for this hotel. The facilities are wonderful, the views to die for and our village suite was huge, well equipped, quiet and luxurious. We made great use of all the resort had to offer including the two infinity pools, spa and several of the restaurants. The reason for the 4 rather than 5 star reviews is because of our experience of the bar service at the summer pool. Granted, it was a busy weekend, but we found the bar staff quite unhelpful and not that pleasant. My wife ordered a Caesar salad and clearly requested dressing was put on the side (given the habit in Middle Eastern hotels and restaurants drowning salads in oily dressing). It was served, drowned in dressing, so was promptly returned by us. The guy was clearly not pleased and reluctantly took it back to the kitchen. It was returned unceremoniously some time later. It was evident that the dressing had been washed off the same lettuce as there was lots of water in the bottom and soggy croutons. Not good enough!
Otherwise, a great stay. We would return.

Room Tip: Village rooms and suites are worth the extra money for a more 'authentic' experience.
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  • Stayed: April 2014, traveled with family
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Thank wisey29226
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
phoesli, General Manager at Movenpick Resort & Spa Dead Sea, responded to this reviewResponded May 9, 2014

Dear Valued Guest,
I refer to your recent stay with us at the Moevenpick Resort & Spa Dead Sea for which I thank you.
Careful note has been taken of your comments, which you have posted on Tripadvisor and I am very pleased to read that you have overall enjoyed your stay with us.
It goes without saying that I have shared your comment, regarding the service of the Ceasar Salad with our Executive Chef and Food & Beverage Manager, who will follow it up in operation, in order to avoid similar shortcomings to our valued guests in the future.
We all at the Moevenpick Resort & Spa Dead Sea hope to have the pleasure of welcoming you back soon and assure you already in advance of our best care and attention to your comfort.
Thanking you for your continued patronage and king recommendation, I remain,
With kind regards and best wishes.
Peter Hoesli
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 26, 2014

not sure why this hotel has such a lot of negative comments? We recently stayed 2 days and really liked the sea, pools and food (in all restaurants). Of course, the place comes with a price tag (food, drinks, rooms) although the quality - especially of the evening buffet - was good (actually we liked it more than the Moevenpick Tala Bay buffet). They served high quality meet (beef), fish, a variety of appetizers and there was an awesome desert choice. Rooms are a bit tired and could be refurbished but I think the management is aware of this. As we travelled with our parents we were looking for some amenities, what was offered was of good quality.
We arrived with our rental car and thought it was a good place to explore the area of Mount Nebo, Madaba etc. After sigh seeing we enjoyed staying at the hotel, swim in the sea and loved the stunning view over the the Dead Sea. All staff was helpful and very nice to us. Thanks for 2 sunny and enjoyable days at the hotel!

  • Stayed: April 2014, traveled with family
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Thank marimariSwitzerland
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
phoesli, General Manager at Movenpick Resort & Spa Dead Sea, responded to this reviewResponded May 9, 2014

Dear Valued Guest,
I refer to your recent stay with us at the Moevenpick Resort & Spa Dead Sea and thank you for your kind evaluation and recommendation of our resort on Tripadvisor.
The team and I are very pleased to read that you have enjoyed your stay at our resort and that you were satisfied with the services and facilities provided.
You might be interested to know that we are indeed planning to renovate 323 out of 346 rooms and suites very soon. In fact, we have already two mock-up rooms (one design for the main building and another design for the village rooms) as well as a mock-up suite completed. We expect to start the room
renovation project as early as this summer. Nevertheless, the renovation will be carried out in a way, which does not affect our guests’ stay.
Thanking you for your continued patronage and assuring you of our best care and attention at all time, I remain,
With kind regards and best wishes.
Peter Hoesli
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 26, 2014

Absolutely a must if you have time (and money) when visiting Amman or Jordan in general. Truly a great place. Hard to comment, since everything was so perfect. Treat yourself to the spa - my wife did, and loved it (mind you she runs one in Vevey, CH, so she knows a good one). A bit pricey, but really well worth it! We were there in late April with our 8 year old daughter, who totally loved it too :)

Stayed: April 2014, traveled with family
Thank Andrei G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
phoesli, General Manager at Movenpick Resort & Spa Dead Sea, responded to this reviewResponded May 9, 2014

Dear Valued Guest,
I wish to thank you for your kind review of our services and facilities on Tripadvisor. Especially our Director of Spa & Wellness was very pleased to read your wife’s complimentary remarks about our Zara Spa.
It goes without saying that we all at the Moevenpick Resort & Spa Dead Sea are looking forward to welcoming you and your family back in the hopefully not too distant future and assure you already in advance of our best care and attention.
Thanking you for your continued patronage and kind recommendation, I remain,
With best regards.
Peter Hoesli

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Movenpick Resort & Spa Dead Sea

Address: Dead Sea Road, Sweimah 11180, Jordan
Phone Number:
Location: Jordan > Dead Sea Region > Sweimah
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#4 Business Hotel in Sweimah
#6 Spa Hotel in Sweimah
#6 On the Beach Hotel in Sweimah
#6 Luxury Hotel in Sweimah
Price Range: $119 - $350 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Movenpick Resort & Spa Dead Sea 5*
Number of rooms: 346
Official Description (provided by the hotel):
Welcome to the lowest point on Earth. The Mövenpick Resort & Spa Dead Sea and its picturesque village setting are there to fulfill you every wish. The resort features an exceptional environment for business events, one of the largest, most advanced spas of the Middle East. ... more   less 
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Also Known As:
Moevenpick Resort & Spa Dead Sea Hotel Sweimah
Moevenpick Resort And Spa Dead Sea
Moevenpick Hotel Amman
Moevenpick Hotel Dead Sea
Movenpick Dead Sea
Movenpick Resort & Spa Dead Sea Jordan

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