RODA AMWAJ SUITE HOTEL APARTMENT

Overall, very good experience and good housekeeping services led by Usman. Definitely recommend it to mh friends and family.

To the Management and Property Ownership of Roda Amwaj Suites, This correspondence shall serve as a formal notice of complaint concerning the highly unacceptable experience encountered during our recent stay at your property, which reflects serious deficiencies in service standards, guest relations, and accommodation delivery. At the time of reservation, a specific room category was carefully selected and confirmed online based on the representations, descriptions, and preferences indicated within your booking platform. However, upon arrival and check-in, the accommodation provided was materially inconsistent with the room that had been reserved and paid for. The discrepancy between the confirmed booking and the actual room allocated constitutes a clear case of misrepresentation and failure to deliver the contracted accommodation standards reasonably expected by consumers. Furthermore, the conduct and response of your staff throughout the incident demonstrated a significant lack of professionalism, accountability, urgency, and customer care. Despite the matter being raised immediately and in good faith, no adequate remedial action, reasonable alternative solution, or proper escalation process was undertaken. Equally concerning was the absence of any sincere acknowledgment of responsibility or meaningful attempt to rectify the situation in a timely and professional manner. The overall experience caused substantial inconvenience, distress, frustration, and embarrassment, thereby entirely defeating the purpose of what was intended to be a relaxing and satisfactory staycation experience. The manner in which this matter was handled reflects operational negligence and a serious disregard for acceptable hospitality practices and consumer expectations. Please be advised that the level of service rendered by your establishment falls significantly below acceptable industry standards. As consumers, we consider the treatment received to be wholly unacceptable and inconsistent with the obligations expected from a reputable hospitality provider operating within the United Arab Emirates tourism and accommodation sector. In light of the foregoing, we reserve the right to formally document and publicize this experience through consumer review platforms, public awareness channels, and any other appropriate avenues deemed necessary to ensure transparency for prospective guests, residents, and international tourists. We further expect your management and property ownership to review this matter with utmost seriousness and undertake appropriate accountability measures internally. This incident has resulted in a complete loss of confidence in your establishment, and accordingly, this shall be our first and final engagement with your property. We hereby request a formal written response from management addressing this complaint, including clarification regarding the actions your establishment intends to take in relation to the service failures and misrepresentation outlined herein.

The hotel itself is not usually very expensive, but because I booked just one day before Eid, I paid almost 600 AED including the tourism fee. Honestly, the main reason I chose this hotel was because of its location near JBR Beach, which I really liked. However, my experience during check-in was disappointing. The reception staff, especially Mohammad, did not seem very accommodating toward Asian guests compared to how he interacted with Arab guests. We checked in around 4 PM and were initially assigned a room on the 1st floor. I was unhappy with the view since I could not enjoy any seaside or aerial view. Thankfully, the bellboy was much more helpful and professional. He kindly offered us a better option on the 13th floor (room 1314). We had to wait because the previous guests checked out late and housekeeping was still cleaning the room. Since they allowed late checkout for the previous guests, I thought they might also extend some consideration to us during checkout. Unfortunately, during checkout, Mohammad called us and told us to vacate the room within 20 minutes, around 12:40 PM. I politely asked if we could have at least one extra hour to prepare and pack our things properly, but he repeatedly said “no” and claimed there were “100 guests waiting in the lobby.” In reality, there was only one family checking in at that time. I have stayed in many hotels before, and this was one of the least accommodating customer service experiences I have encountered. Hospitality should come with professionalism, understanding, and good service, but sadly I did not feel that here. Because of this experience, I would not recommend this hotel.

I've been coming to this hotel every 4 to 6 months since 2019. At first, everything was great, but since last year, I feel like they're doing everything they can to discourage me from coming back, and they've succeeded. I'm visually impaired, and so is my mother. After each reservation, I practically beg them for a bright room, asking if it's possible to give me advance notice so I can cancel—something they don't do. In July, my mother bumped her head several times and still has the scars because we were given a loft with the entrance door under the stairs, which was very dark and caused numerous head injuries. After several complaints, we were given something else after 5 days, but the scars were already there. Despite everything, I'm booking again with the same request: something bright for us, given our visual impairment, to avoid any accidents. I've been assured that this will be done. Upon arrival, we were very disappointed. The apartment was very dark, the pool was slippery, and my 2-year-old baby fell three times in five minutes. I had to take him to the doctor for fear of a broken wrist. I asked for a room with more light, but they told me it wasn't possible because they were fully booked. After requesting a refund, miraculously, something brighter became available after an hour. Frankly, I've been extremely disappointed these past few months. They don't know how to treat loyal customers; never a gesture, an offer, or a discount. On the contrary, I get the impression they don't want me to come back and are doing everything they can to disappoint me, even going so far as to physically injure us. I'm due back in Dubai in three months, but not at this hotel I've been coming to this hotel every six months at most for the past seven years, and this is the first time the housekeeping service has been so disastrous, not to mention the service in general. I was in a three-bedroom room with a private pool, and the pool is never cleaned unless I specifically request it. The towels aren't collected or changed; I constantly have to call for them. The kitchen remained dirty for three days, and worst of all, there was a cockroach on my baby's bed and on the laundry I had just washed.

Horrible experience with Booking.com, and outrageously horrible front desk service of Roda Amwaj suites. -On March 19, around 8am I saw one of their hotel affiliates offering a very cheap overnight stay. Usually priced at AED 350 per night, but went down to AED 97. -immediately booked the hotel (Roda Amwaj) for that same day- check in March 19, check out March 20. -After I booked the room, of course I a confirmation email at 09:47AM that says “your booking has been confirmed”, with a confirmation number too. -Check in time was at 3PM. We packed our bags, buzzing with excitement and all that good vibe jazz. -we arrived at the hotel at 02:30. -while waiting to check in, I heard customers complaining their reservations for that same day got cancelled. -I immediately checked my email inbox. Lo and behold, my reservation got cancelled at 01:57 PM. just an hour before check-in. Cancelling the booking 1 hour before check in?????? Absolutely absurd. I waited for my turn at the front desk and was told my reservation is not showing in their system. I pointed out the confirmation email and its confirmation number-meaning this was truly finalized. Front desk staff Shabbir stated this not the hotel’s fault- it is between the booking partner (booking.com) and ME. What a callous way to address the problem. Others who got cancelled had no choice- they had their families with them, with packed suitcases and disappointed looks (including me). And they had no choice but to book using walk-in rates (which by my calculations, were triple the price of what was in the booking.com pricing in the morning). Tried to call Booking.com customer service number. (country code 44). AI interface- just plain horrible and obviously in its infancy stage of programming. Waited to get in touch with an agent. By the time I got a live one, the call got disconnected as soon as that male agent stated his opening line. Tried calling back but AI responses were worse than the 1st time. Did not receive any callback even though I was able to give the booking confirmation number and “pin” to the AI bot. Went back to Front desk shabbir. I asked for the duty manager. They said they have NONE. (this was around 3PM). and instead, asked to wait for his supervisor (who was checking in other guests). Waited for supervisor Mohamed. I explained the same thing. And as expected- I heard the same message. It’s not their fault. They said its something about the booking provider’s system being messed up and they (booking.com) are a 3rd party. That the rates given by the booking provider were not approved by the hotel. Things that shouldn’t be said to a very upset and disappointed guest. We don’t need to know those details. That’s not our fault. You (Roda Amwaj) work hand in hand with the booking partner- don’t you have a system to keep close monitor of their published rates based from yours? How often do you look into it? Once a day? I pointed out that it’s not the fault of the guest. The hotel should take this up with booking.com as a very bad customer-impacting situation. I even suggested that the booked reservation should still proceed- then forward the discrepancy in amount to booking.com and the booking provider should pay for their mistakes. But- Roda Amwaj seemed ill-equipped to handle these situations. Either they have inadequate training, or they have NO training or contingency plans at all for things like these. So my wife and I had to leave the hotel because of the disgusting manner this was handled. We returned next day because a few days earlier (prior to the March 19 fiasco)- I booked the same property under Agoda, and that booking (March 20-22) had no problems at all. 1st person I looked for was the duty manager. at our 3PM check-in. and there actually was one. We spoke to her. We told her what we experienced. And in a very apologetic way, she said the same issue. And again, we pointed out it should not be us turned-away supposed to be guests who should suffer. Stay with Amwaj was average. But the 1st impression? Not even worth a point or a star. Cant help but wonder if this was a scheme to trick unsuspecting guests their reservations got cancelled 1 hour before check-in.. So they have to bite the bullet and get thr walk-in rates. And I have deleted booking.com from my apps. So to everyone else out there reading this- do NOT use booking.com ever. Use other options like Trivago and their affiliates- but stay away from booking.com