COPTHORNE HOTEL SHARJAH

Youssef in lagoon restaurant was helpful thank u for your service

F&B very delicious Youssef in lagoon restaurant was very friendly and polite helpful, good an fast service

A very questionable attitude for a wellness leader. Taking accountability and genuine concerns is better customer service always. I am really concerned if owners and management know whether who they employed to push for revenue at the wellness center are the ones chasing business away. *don't ever come back here again, you can take your business somewhere else* This review is based on a basic concern that should have been fixed on the day I reported the issue 6th June and the team that I interacted with for the past 3 weeks. Positive: Front Desk team Rana and Nurana meet the exceptional skills for service Delivery Negative: Poor service delivery from the Spa Manager and Pathetic Service Recovery skills with lack of Accountability from the Operations manager. Point of concern On 21st May 2026, I walked to the hotel to renew my Gym membership. Front Desk team advised, the process is being done at the SPA reception that was opened about 3 months ago. *1st missed revenue opportunity and poor service* 21st May Time 9pm I got to the reception the gentleman didn't even look up, we later spoke and advised him I was checking on the current offer, he said he didn't know but I should come the next day. I excused the behavior noting he was alone managing end of shift/end of day tasks. *Second missed revenue opportunity and poor service* 23rd May time midday There was a lady and gentleman (stated they don't know how to transaction on the POS) I left. *3rd missed revenue opportunity, Pool attendant saving the day* 27th May Time 9am I walked in and the lady said I should go to the reception. The pool attendant who I have known since came asked the lady to tap my card and the manager can finish the rest, confirming to know me as a frequent guest. The pool attendant said he will notify the Spa Manager. The lady asked I could pay later and was nowhere to be found later. On this day I used the facility and no payment was done, couldn't wait due to meeting schedule. *4th missed revenue opportunity, Pool attendant saving the day* 28th May Time 9am Met a different lady, who stated she didn't know how to do it and is rushing to prepare the treatment room. The pool attendant suggested, take the money. Made a phone call, calling the manager to inform. On this day I used the facility and no payment was done, couldn't wait due to meeting schedule. I spoke Rana at the front desk and confirmed, being a holiday the Spa Manager is not in. I let her know I have used the facility twice and no one is available to take the payment or knew how to take payment. I was concerned of the missed opportunity to make revenue and thought I will come to speak to the Spa Manager on this. *5th missed revenue opportunity, On 6th Jun, about 11 am I went to the SPA area and requested to speak to the Manager. Suhail showed up. I told him I'm a previous Gym member and it's been extremely hard to pay for these services. My personal values doesn't allow me to get services without paying so my integrity has made me come to report Training issue that concerns customer service, product knowledge and operational excellence by the Spa team. Which is revenue impacting and would affect the rating for this great established that has competent rates for the services it offers. Spa Manager conversation * Excused the incompetency because the SPA team are only 3 months Old * Questioned why I used the facility without paying. *Said don't ever come back here again, you can take your business somewhere else, went to the desk and went about his business. Front desk team I went to the reception and met Rana and Nurana *Nurana went to speak to him and referred me to the Operations Manager Operations Manager Sujith Calmly listened and stated he will send me a customized offer on the same day 30th May. No offer was shared even with 3 follow up calls 6th *missed revenue opportunity, * 10th June, Midday I walked into the lobby another customer complaining and sounded disappointed. I went to the front desk mate Nurana again who said she will take the payment and address the rest later. There's no way I could pay for a 30 day membership when my availability remain to be 15 days. I suggested her to pass my logical request, I pay for 1 month, the property to offer a 15 day freeze and upon my return, get the 3 month membership + 15 frozen days 7th *missed revenue opportunity 11th June 10:30 Am I spoke to Nurana about my concerns and logical reasoning. I needed a 25th May to 24th June membership it's 11th June and cannot pay 100% for operational mishaps. She referred me to the Operations Manager who never shared an offer from 6th June. Operations Manager - 11th June 11 am We discussed about 15 day freeze and upon my return Get the 3 month membership + 15 frozen days and ready to pay both the 1 month and 3 months all together. He stated: 1. There's nothing he can do. 2. I could go use another gym. 3. I could go ahead and post my reviews 4. Asked for WiFi access he said I need to be a staying guest. I am a returning GYM membership guest, I like it there because the Gym and Sauna is always clean and not crowded. The pool attendant is the most hospitable person Interact with since I started using the gym. A great level of attention to detail and a welcoming demeanor. Registration used to be done at the front desk, very professionally and promptly. The process has been fast and easy with no escalation cases Step 1 The Front Desk provided information of what the package entailed. Time to time, they upsold, coffees and other F&B packages by extending discounts. Step 2 Provide Identification, fill the form pay get a receipt to be shown when using the facility. What happened on the process or what the team's attitude towards guests?? The hotel is superb and family friendly, Business orientated and clean welcoming public spaces. If owners of establishment put all the efforts to have a great facility, they should not entertain attitudes from the team that works very hard to ensure who don’t care about customer service recovery and revenue impacting decisions. Best regards, CJOE

The food is good but quite small serving. But the quality is fine. And Nan Wai who assist us is very nice and accommodating.