We booked a 2-bedroom hall apartment to celebrate my friend’s birthday dated March 28, 2026 (Saturday checked in at around 7 PM). What should have been a happy and memorable occasion turned into a stressful and disappointing situation from the moment we arrived.
We admit there was a mistake during booking, my friend did not update the number of guests on Agoda and it remained at 2 pax. However, any reasonable person would understand that booking a 2-bedroom apartment clearly implies more than 2 guests. If we were only two people, we would have simply booked a hotel room, not a full apartment. Despite explaining this calmly, the staff showed zero consideration, no flexibility, and kept insisting on their policy without any willingness to help.
THE WORST PART WAS THE ATTITUDE OF THE TWO RECEPTION STAFF ON DUTY. THEY WERE EXTREMELY RUDE, DISRESPECTFUL, AND UNPROFESSIONAL. WE ASKED FOR THEIR NAMES MULTIPLE TIMES, BUT THEY REFUSED TO PROPERLY PROVIDE THEM AND WERE NOT EVEN WEARING NAME PLATES. MANAGEMENT SHOULD SERIOUSLY REVIEW THE CCTV FOR MARCH 28 AROUND 7 PM TO IDENTIFY THESE INDIVIDUALS. THIS KIND OF BEHAVIOR IS UNACCEPTABLE, ESPECIALLY FOR A PROPERTY CLAIMING TO BE 4-STAR.
We also asked to speak with the duty manager, but they refused to connect us or provide any contact details. It felt like they were deliberately avoiding accountability.
Another major issue: our booking was already fully paid via Agoda, yet during check-in they asked us to pay the same amount again as a “security deposit,” which they said would be refunded upon checkout. We agreed just to proceed with our plans. On top of that, they charged AED 30 for tax. Since they didn’t have change for cash, my friend paid using a card.
After ALL these payments and delays, they suddenly told us we could not check in because we were more than 2 people. This is completely unacceptable and shows a total lack of coordination and customer handling. To make things worse, when we asked for a refund, they did NOT return the AED 30 tax paid by card.
No apology, no solution, no effort to assist—just rude behavior and poor service throughout. We ended up leaving the property extremely upset, and our birthday celebration was completely ruined.
This is the first time we have ever experienced such treatment, especially since we usually stay in 4-star or 5-star hotel apartments. Based on this experience, this property clearly does not meet 4-star standards at all.
Very disappointing, very unprofessional, and definitely NOT recommended! Avoid this place if you value your time, money, and peace of mind.
