Unknown, Apr 12, 2024

Create a moment for your guests and not to ruin their stay!

We considered staying at the Swissotel Al Ghurair because it is highly recommended to families with children and we were eager to unwind during the extended Eid holidays. Upon our arrival at the hotel, the receptionist informed us that he is providing us an upgraded room at no cost, however there would be a waiting period while the room was being prepared. I told him it was okay, that we would wait because we were hungry and would be heading to Madaen Plus, a Lebanese restaurant, for lunch.…. This is when things started to go very wrong during our stay. We placed an order for salads, grilled chicken, fish, and lamp chops. We felt taken advantage of and discriminated against since after the salad arrived and we finished it, no one even came to our table to clear it while everyone was mingling at the hostess desk. Since my toddler was starving, my husband became very agitated and asked the waiter where our main meal was. Can you believe that after 45 minutes of waiting, our main meal arrived at our table burned and unappealing to the point where nobody could possibly eat it? We must return the salmon since it is dark as charcoal. We didn't even touch the food. My husband was furious and left the table and paid the bill. I told the man to whom we paid the bill that their food is terrible and that the service and wait times are appalling. He apologized without providing any justification. When I told the guy at the reception about our unpleasant dining experience, he only said, "Oh, I'm sorry to hear that." I thought he would be more understanding and inform me that your issue will be forwarded to our management team for resolution and to avoid possible reoccurrence in the future. They lack of customer care training! The receptionist made up that the upgraded room was precisely the same as the one I had booked; in other words, he lied because our room wasn't ready. There was no pen inside the room, which my young daughter wanted to play with and write in. A pen should be included in the hotel amenities. I have to make a call to request it. I had to tell the reception that the toilet needed to be cleaned because it was that filthy. When I called the reception to inquire for coffee, I was informed that the hotel had removed the plastic, so they were unable to give coffee sachets; instead, I may order from room service. Wow, this is the first time I have ever experienced Accor without coffee in the hotel rooms. The carpet is filthy and smells. FYI: Toiletries- it was never replenished during our stay.

Abraham, Apr 11, 2024

Very accesible to lots of restaurant

Rooms and the services were realy excellent. However, there are lots of room for improvements in regards to the breakfast buffet. But overall, it was a nice stay. We will definitely comeback.

Bu.theyab, Apr 11, 2024

Just perfect

Nice.

Karen, Apr 11, 2024

Great stay

Ali, Apr 08, 2024

not good

not good