"We stayed at this hotel to celebrate our 5th wedding anniversary. As soon as we saw it on Love Holidays, we knew it was exactly what we were looking for. The description and aesthetic of the hotel completely sold it to us and it seemed like a dream destination.
Before our arrival, I contacted the hotel regarding halal food options and nearby restaurants that served halal food. Fatma kindly responded to our emails and recommended two local restaurants, which was very helpful. We also informed the hotel both by email and upon arrival that we were celebrating our wedding anniversary and asked if there were any special touches they could provide, or perhaps a room upgrade, although we understood this might not be possible due to availability.
Upon arrival, we were welcomed by the reception staff. Our room was clean, beautiful, and featured a lovely private pool. However, considering this is a 5-star hotel, we were disappointed by the lack of special touches for our anniversary. We received a small plate with three sweet cakes and a note saying “Happy Anniversary,” but nothing more. In the past, even 4-star hotels have gone above and beyond by providing flowers, room upgrades, or other thoughtful gestures, so this felt underwhelming.
Another inconvenience was the beach towel system. Guests are required to take used towels back to reception and collect fresh ones themselves. It was unclear why housekeeping could not handle this. We also had to repeatedly requested fresh towels for our room, which was frustrating and not what we would expect from a luxury hotel.
We also felt that the level of customer service at reception did not consistently meet the standards we would expect from a 5-star hotel. While staff were polite, interactions often felt impersonal and rushed. On several occasions, reception staff were speaking to us while simultaneously taking phone calls or engaging with other guests, which made us feel that we were not being given their full attention. A warmer, more attentive approach would significantly enhance the guest experience and help visitors feel genuinely welcomed and valued.
One of the biggest disappointments was the late check-out policy. Our return flight was at 11:00 pm, and standard check-out was around 11:00 am–12:00 pm. We requested a late check-out until 6:00 pm or 7:00 pm and were informed there would be a charge of €110. As guests staying in a newly opened 5-star hotel, we were surprised that no flexibility or goodwill gesture was offered, especially given the special occasion we were celebrating. Even a discounted rate would have been appreciated. In our experience, other 5-star hotels in Qatar, Dubai, and Portugal have been much more accommodating in similar circumstances and the response we got from the hotel receptionist was " this is our hotel policy and it is from our manager". The response was very cold from him , he was very much straight to the point!
A member of the staff who works in the beach area also informed me that there are other guests who also feel the same way about the hotel and the customer service received and the fact that the hotel does not meet 5 start standards. He advised me to share my experience here as they do get regularly checked.
On a positive note, we had two massages during our stay, and they were absolutely fantastic. Sandi and Jan were amazing therapists, and we left feeling completely relaxed. A huge thank you to them—they were one of the highlights of our trip! We also visited Zia village, where a lovely lady kindly booked us a table at Olympia Restaurant 2 — and thanks to her, we had the perfect spot to watch the sunset. I wish I could remember her name because she truly went above and beyond for us. On one of the days our room wasn’t cleaned and the pool had a few flies in it, but as soon as I mentioned it to her, she sorted everything swiftly and professionally.
Overall, the hotel is absolutely beautiful and has great potential, but we felt that the level of service and guest accommodation did not consistently reflect a 5-star standard.
Kind regards,"
