Revisión de Google
I recently booked a 3-night stay at this hotel in Riyadh, with a confirmed suite upgrade prior to our arrival. My husband and I informed the hotel of our late check-in time due to our flight schedule, expecting everything to be in order. Upon arrival around midnight, we discovered that the room assigned to us was not the suite we were promised. When I approached the front desk to address the discrepancy, I was asked to wait in the lobby as the staff attended to other guests, despite my evident fatigue from travel and being second in line.
After a repeated attempt to resolve the issue, I was informed that all suites were taken, without any immediate apology or effective communication from the front desk staff. This situation was particularly disappointing as a Titanium Elite member with over 560 nights at Marriott properties, marking a first in my experiences.
The following day, hotel management apologized and offered to move us to a suite after receiving my message requesting my suite upgrade certificates being credited back to my account, but due to our exhaustion and illness, we opted to remain in our initially assigned upgraded premium room. I've noticed a faint smell of cigarette smoke in the room, despite it being a non-smoking room. Fortunately, our stay was quiet and peaceful, as the connecting room next door was unoccupied.
Another concern was the strong fragrance from incense diffusers placed on each floor, which adversely affected us due to our sensitivity to smoke and fragrances. I had to personally turn off the diffuser on our floor.
On a positive note, the housekeeping, bellboy, and restaurant staff, especially Marlon, Ajay, and Dall, provided exceptional service, maintaining a clean environment and extending warm hospitality. The lobby's welcome stand offering complimentary local coffee, tea, dates, and apples was a delightful touch.
While the management appears committed to improvements, the front desk service notably requires enhancement. Despite the mixed experiences, the commendable efforts of certain staff members are appreciated. However, I may not return to this hotel for my future visits.