Grand Hyatt Abu Dhabi Hotel

We booked a stay at Grand Hyatt for a wedding and unfortunately had a very disappointing experience. Our room was flooded with water, making it unusable. Despite the seriousness of the issue, the hotel was unable to provide us with another room on the same day, causing significant inconvenience. When we were eventually moved, the handling of the situation was far from what you would expect from a five-star hotel. In addition, we ordered food and were surprised to find that it was not delivered to our room. Room delivery is a basic service that guests reasonably expect, especially at a hotel of this standard. While the staff responsible for assisting with luggage and room-related services were polite and helpful, the reception staff and management team were extremely rude and unprofessional. Their attitude showed little concern for guest satisfaction and made an already frustrating situation much worse. Overall, this experience fell far below the standards expected from a luxury hotel. The lack of urgency, poor customer service, and unprofessional handling of multiple issues made for a very disappointing stay.

I usually stay at this hotel, even though it is getting quite old. I stayed there during the Eid weekend, and what a disappointment! I had to wait more than an hour for check-in because the hotel was extremely crowded. The receptionist, Smarika, was taking even more time. The heat inside the hotel was unbearable, and no bottles of water were distributed to all the guests who were standing and waiting. What upset me even more was that there were only five receptionists handling check-ins that day, while we could see other hotel staff casually walking around the lobby without helping them or even offering us water bottles. The rooms are outdated, and several things were not working properly. For example, the button used to close the curtains was not working, and it was very difficult to close them manually. Every time I stay at this hotel, there seem to be technical issues because the hotel is clearly aging and poorly maintained. At one point, the electricity suddenly went out, leaving me without power for more than 10 minutes. The beach was also very disappointing. The water was stagnant and absolutely not inviting for swimming. Overall, this hotel is far from being worthy of a 5-star rating. The level of service and the overall standard simply are not there anymore. This will be the last time I stay at this hotel. You have lost a loyal customer.