Rixos Hotels
View company profile →
Great Facilities, But Customer Service Is a Disaster!
We stayed at RIXOS BAB AL BAHR in Ras Al Khaimah, and while the overall facilities were good and we had a nice time, their understanding of customer service is a complete joke. We booked through Stayforlong (I’ve left a separate review about their mess), and when we arrived at the hotel, we were told that we had two bookings—both of which had been canceled. Confused, we started calling Stayforlong while speaking with the hotel receptionist. We arrived around 12:30, knowing check-in was at 15:00, so we assumed there was plenty of time to sort it out. However, I had to ask for a "free pass" to the restaurants because we had our kids with us—something they should have offered automatically, given the situation. By 16:00, with still no room, I was getting extremely frustrated. The front desk manager finally came out, and I thought, Okay, now something will happen. I was so wrong. His “solution” was to offer me a daily rate drop-in booking and block the amount on my credit card—despite the fact that we had already paid and the payment had already been withdrawn from us! Instead of helping, he treated us as if we were lying about our booking. Around 17:00, he told us they had received an email from their partner confirming our booking, yet he still refused to give us the room because he had to wait for the payment to be processed as well. We finally checked in around 17:30. Neither the hotel nor Stayforlong has done anything to apologize for the inconvenience. When I told the front desk manager I’d be leaving a review because of how poorly they handled this, his arrogant response was, "Of course, but we have the right to reply." For a so-called luxury hotel, this level of service is unacceptable.