DoubleTree by Hilton Resort & Spa Marjan Island

Nick O6 months ago

1/5

I and my family spent 4 nights at the hotel in the beach access suites. the location and facility are great no doubt, housekeeping was good. I had planned for my family to have a great NYE experience but we didn’t as it was cut short by very poor hotel services. A few points to note; 1. At Check-in we were made to wait until 4.30pm sitting in the lobby after a long drive to the hotel even after completing the online check-in hours before arriving the hotel yet my room tv and room entertainment was shut off at 11.30am on the day of check out forcing me to checkout before noon. 2. Customer service was a total 0% on New Year’s Eve, my kids slept hungry as the room service would not answer the phones as they were attending to only gala night guests as I was told in the morning. We managed to place our order online at about 9pm but didn’t get anything until after midnight. What If there was an emergency and I needed assistance? Going forward I think it is better to make gala attendance compulsory so you don’t put the lives of the other guest at risk during your events. 3. When I called to make a complain that night I was put on hold without notice. 4. On checkout I was made to join a queue just to return my keys and have my room checked. This could have been done easily over the phone. But I was told rudely to visit the front desk even when I had no reason to. Overall, contrary to all the good remarks I see here, I had a sickening experience at this hotel.