Marjan Island Resort & Spa - Managed by ACCOR 5 stars

We live in Abu Dhabi and did a lot of efforts (like tests and 48 hour permits) to visit your place as we stayed in your resort last winter and liked the location a lot so choose to spend our anniversary there again. But you see, when I called reservations and made my booking they didn’t informed me that half board was only for all day dining buffet, they didn’t inform me that the hotel is Dry (non alcoholic). When I did the reservation I asked for extra water in the room as I’m on certain diet and have to consume a lot of water, when we enter there were only 4 bottles (2Lt) and when I called the reception to ask for more they said whenever you need you can call and HK will provide you as much as you need - well they did provide but again nobody informed that it CHARGEABLE? The water ? I mean this is above “expectations” in ACCOR property. Me myself work for Accor and I know the standards and charging for normal plastic waters upon check out is something I’ve never heard. Back to our anniversary evening, we were fine with the fact that we cannot eat in a la carte and decided to get our dinner in Asya, we dressed fancy and went downstairs - other guests are with slippers, shorts and touching everything with their hands, too loud atmosphere and the biggest problem we couldn’t find any single peace of meat, so we asked for penne pasta with shrimps: pasta wasn’t cooked well with literally 3 peace of shrimp in it. Shame really, disappointed we left the dinner without saying anything as we didn’t want to spoil our anniversary. But indeed I want to mention few names who still made our stay special: Ale (sorry if I spelled wrong) the Guests Relation attendant who arranged our room as beautiful as possible as we even tried to find her next day but she was off THANK YOU SO MUCH Ale; Mr. Jamil F&B Outlet Manager who truly listened to our issues and took immediate action and even deeply apologized tho it wasn’t his mistake, booked the a la carte for us and made our evening really beautiful THANK YOU A LOT Mister; Mr. Abbas & Mr. Mehdi (waiters) who showed an amazing performance at the service with recognizing our needs and acknowledging all details, THANK YOU GUYS; Chef The Cuisine in Zaytoon Lebanese Restaurant, didn’t get his name but he was from Pakistan they said, the food was amazing we have no words, Mr. Jamil was right the best Lebanese Restaurant in town! Overall I strongly suggest to inform the guests about quite important details before they did the booking or at least mention it in confirmation letters but definitely not upon check in.

From the entrance of the hotel till we checked out everything was very organised. Front desk staff and I think the managers who were Egyptian were doing a great job. Lifeguard was very alert at all times. Staff at the restaurant were very active and very customer oriented. Food variety for breakfast was great .

The hotel is very nice and well organized, high hygiene during this pandemic period. Rooms are clean and toilets. The concern was About the pool, the guards are not paying attention much to the kids, no hair caps are asked to be wore during the swimming and so disgusting to find hair around.

ARRIVAL We are a family of four who booked a junior suite for 2 nights to celebrate the end of distance learning of our kids. As we’re still in the middle of a pandemic, I first checked with the hotel over the phone about the safety measures they implement before booking. Before driving to Ras Al Khaimah, I received an email from the hotel that the room key will be ready and I won’t wait long at the reception as a result of my online check-in. We arrived on a Saturday afternoon. The bell boy collected our luggage from the car and my husband self-parked at the basement, while the kids and I went straight inside the lobby. I was surprised that our temperature was not checked at the entrance. I waited for a while at the reception as there was apparently something wrong with the system (ok, it happens so I didn’t mind) but what’s the point of checking-in online? There’s a temperature check at the other entrances of the hotel, and the front hotel lobby too on our second and third day. ROOM Going to the room was like a dark alley. It’s even worse when we entered the room. We were welcomed by a smell of a really old room. There are windows and it was around 3 in the afternoon but it’s dark! I opened the curtains and all I could see was a blurred sea view because of a dirty window. The window slide is full of dust too. I looked at the sofa bed where my older kid is supposed to sleep, and I couldn’t get to touch it as it looked dirty as well. To convert to a bed, the cushion needs to be removed. Man, there was a stain on the sofa which made me feel more uncomfortable. I sat on the bed as the sheets were the only clean-looking things inside the room, picked up the phone by the bed side to ask the concierge where our luggage is, only to find out it’s not working. It’s not your usual wait for your luggage to come. Had to follow up twice until I gave up. I wanted to just leave but I had a non-refundable booking. I went back to reception to request for a room transfer instead. The lady at the reception was kind enough to upgrade us to a one-bedroom suite. She made me choose between two rooms, which was nice. There was just one guest, who couldn’t wait till he gets attended and wouldn’t keep his distance until I told him off and pointed to the marker where he’s supposed to stand…behind me. The new room was a lot better. It’s still dark (there are lighting provisions but it’s covered, no light above the dining table) but at least, it’s clean enough. The seating area on the balcony has bird poo, so you wouldn’t want to lean on it when you sit. Toilet was decent. AMENITIES INDOOR POOL: One of the main reasons why I chose this hotel is the indoor pool. To my dismay, we found out that the pool was part of the gym which is exclusive to either men or women. Kids are not allowed so definitely not suitable for families with mom and dad and smaller kids. OUTDOOR POOL: I can say that this is the hotel’s asset. Because the pool is surrounded by buildings, you can bask in the sun and not burn yourself even at noon. BEACH: Situated across the road. Yes, you have to go out of the hotel, cross the street to walk through a sunny path to get to the beach. WATERSPORTS: I saw an interesting offer on Visit Ras Al Khaimah app, free ride for a child for every two paying adults. The watersports operator was confused and said they don’t have such promotion. KIDS CLUB: was closed. RESTAURANT: Had to reserve to dine, like at other hotels, which made me feel comfortable. Breakfast at Asyana restaurant was basic, decent. We were advised by the reception that only one restaurant (Asyana) is open. However, I saw some people walked in to dine at Zaitouna, the Lebanese restaurant under the pool area. The best part of our stay was the morning walk outside the hotel premises. As a guest, I didn’t feel exclusive during our stay. We stayed next to a room turned into a staff accommodation. I saw a few balconies with clothes rack and a freshly-pressed uniform of a security staff hanging by the door.

Great property and service from hotel staff.. especially Ms. Umut from reception, who went extra mile to provide a cake to make our stay memorable..the turtle beach was also nice..would like to come again!!