Marina Hotel Apartments

I had a very disappointing experience with their customer service. I called because I wanted to make a reservation. I had already seen a price online, but I decided to contact the hotel directly in case they could offer a better rate or a direct booking promotion. I completely understand if the direct booking price is higher than the online rate, as websites like Booking.com sometimes offer limited-time discounts. My issue was not the price it was the way I was treated. The staff member I spoke with, Mohammed, was very rude and unprofessional. Instead of politely explaining the difference in pricing, he repeatedly told me that they were not connected to Booking.com and said that I must have been looking at the wrong information. He kept saying he didn’t know and made no effort to assist or clarify my questions. Before I could even finish the conversation, he abruptly hung up on me. As a potential guest, I expected courteous and respectful service, even if they couldn’t match the online price. Good customer service is about how you treat people, and unfortunately, this experience left a very negative impression. I hope the management addresses this issue and provides better customer service training to their staff.

Bad experience. We booked our room weeks before our stay and made sure to CONFIRM that guests were allowed, which was the only reason we pushed through with the booking. We already prepared everything the setup, food, and celebration plans only to be embarrassed on the actual day when our guests were suddenly blocked because management changed the rules without even informing us. The reception staff were not coordinated and kept giving different explanations. We were forced to book another room just to accommodate our guests, plus we were charged 100+ AED for additional guests. Instead of enjoying the celebration, we ended up stressed the whole night. Very unprofessional handling.

Extremely disappointing and stressful experience. Before booking this hotel, we specifically called the reception to confirm the visitor policy because we were planning a birthday celebration. We were clearly informed that visitors were allowed. Based on that confirmation, we proceeded with the booking. However, upon arrival, the staff suddenly changed the rules and told us visitors were not allowed at all. To make things worse, the supervisor even implied that I was lying about the confirmation we received over the phone, which was extremely disrespectful and unprofessional. There were absolutely no clear policies, and every receptionist was giving different information. One staff member would say one thing, then another would completely contradict it minutes later. The lack of communication and organization from the management was shocking and completely ruined what was supposed to be a special birthday celebration. To avoid more problems, we were forced to book an additional room just so our friends could enter, even though nobody was even going to stay there. Despite this, we were still unfairly overcharged. We spoke to other guests who experienced similar situations and were only charged AED 100, while we were charged significantly more without any proper explanation. The staff kept saying the charges were “from management,” but when we requested to speak directly with the manager for clarification, they suddenly claimed the manager was unavailable. The reception staff and security guards were rude, dismissive, and completely unwilling to help. Instead of trying to resolve the issue professionally, they made the situation even more stressful. Whenever there was a sudden “new rule,” they conveniently blamed management, yet nobody from management was available to actually speak to guests. This clearly shows poor communication, lack of organization, and very weak customer service standards within the hotel. What’s even more concerning is that we discovered we were not the only guests experiencing this issue. We spoke with people from other rooms who also complained about inconsistent rules, rude staff behavior, unfair treatment, and poor handling from the hotel employees. The hotel itself may look nice, but the customer service is honestly one of the worst we have experienced. The reception staff, supervisors, and guards seriously need proper customer service and hospitality training. Guests should not have to deal with this kind of stress, disrespect, confusion, and unfair treatment during their stay. Definitely not worth the hassle, and we would never recommend this hotel to anyone planning an important event or celebration.

I had a very disappointing stay at this hotel due to the poor customer service and lack of communication from the staff. Prior to booking, we clearly confirmed with the hotel that guests would be allowed in the apartment. However, during check-in, we were suddenly informed that only 6 guests were allowed in the 2-bedroom apartment, with a maximum of 10 people total including the 4 people staying overnight. This information was never communicated properly before booking, which caused unnecessary stress and confusion upon arrival. The staff were unhelpful and unable to provide clear explanations, and different employees gave conflicting information. It felt very unprofessional and poorly managed. The lack of transparency and coordination ruined what should have been a smooth stay. I would not recommend this hotel to anyone expecting reliable customer service and honest communication.