Rixos Murjana - Ultra All Inclusive 5 stars

The team and staff were great, and the bakery was absolutely awesome. However, the overall food quality did not feel like a five-star experience. The biggest issue was the check-in process. The lobby was completely full of guests, but there was very little progress with check-ins. None of our rooms were ready, and we ended up waiting for approximately three hours before we could check in. We were initially told that, as compensation for the delayed check-in, we would receive a late checkout until 3:00 PM and would still be able to use the hotel facilities until 6:00 PM. However, the following day, this arrangement was not honored. We were told that we had to leave by 2:00 PM and could no longer use the facilities, with the exception of the Waterpark. This was particularly disappointing because the staff were aware that we had children with us, and using the Waterpark without access to our room is not practical, especially when changing clothes and managing young children. While the staff were generally friendly and helpful, the overall operation of the facility appears to lack clear and consistent procedures. It often felt like different staff members were following their own directions rather than a standardized operating procedure. This creates inconsistency and can significantly affect the guest experience. For example, at the entrance, the security guards asked me to stop and check my vehicle twice. After the second check, I was instructed to proceed. However, while I was moving forward, the security guard closed the gate barrier arm, which resulted in my brand-new car being scratched. Unfortunately, there was no apology or acknowledgment of the incident. Instead, the guard became upset and questioned why I had hit the barrier. There are also concerns with the physical setup of the security checkpoint. The barrier arm appears to be positioned too close to the vehicle stopping point and is too low to be easily visible, particularly for SUV drivers. More importantly, security staff should never instruct a vehicle to proceed until they have confirmed that the barrier is fully open and it is safe for the vehicle to pass. This is a basic safety and operational requirement that should be clearly defined in the facility's procedures. Another example occurred at the Waterpark. We were asked to wait approximately 20–30 minutes even though the queue was almost empty, without receiving any clear explanation. There also appears to be a lack of consistent safety procedures. At different times, my children were allowed to participate in activities, while at other times they were refused because they were reportedly approximately 2 cm below the required height. The inconsistency was particularly confusing because the group activity involving adults appeared to have a minimum height requirement of around 110 cm. If safety requirements are in place, they should be clearly communicated and applied consistently to all guests. Overall, the facility has great potential, and the staff are generally friendly. However, the guest experience would be significantly improved by establishing clear standard operating procedures, properly training all staff and security personnel, ensuring consistent application of safety rules, and improving communication between departments. The three-hour check-in delay, failure to honor the compensation that was promised, the vehicle damage at the entrance, and inconsistent Waterpark procedures had a significant negative impact on our stay. These are operational issues that should be addressed if the property aims to deliver a genuine five-star guest experience.

I would like to sincerely thank the entire team at Rixos Murjana Resort for the wonderful hospitality, warm welcome, and excellent service throughout my stay. I truly appreciated the professionalism, teamwork, and genuine care shown by everyone. The quality of the services provided was outstanding, and I was especially impressed by the cleanliness and attention to detail throughout the resort. Your hospitality made my stay truly enjoyable and memorable. Thank you to every member of the team for your hard work and dedication. I look forward to visiting Rixos Murjana Resort again in the future. Thank you all, and keep up the great work!

I have a total of 7 out of 10 for the following reasons: 1. Check-in time was completely off. We drove from Jeddah to Rixos and I was really tired from the driving and wanted to relax before exploring the facilities. I stood in line for check-in and then I was directed by the receptionist to go to People's resturant while the room is prepared, I said fine only to discover that People's resturant opening time was at 6:00 PM and we were directed to another fast food resturant by the waterpark which wasn't a pleasant experience. We returned to the reception after eating and discovering the facility only to find out the room was still not ready and it was almost 5:00 PM. We were once again directed to Godiva Cafe to wait another 20 mintues until we were called for room check-in around 5:30 PM. 2. I called the front desk and guest services a couple of times to ask for assistance in some room features but they Never responded. Even when checking out, I called a couple of times until someone picked up and I asked for a bellhop to come collect our luggage, even after that the bellhop didn't arrive and we had to wait until I called again to double check and then the bellhop arrived. 3. I booked a couples massage service at Anjana wellness Spa. We had out daughter with us during the massage because the kids area (Rixy Club) didn't have enough supervisors to do babysitting services for our almost 4 old child. I wish if that wasn't the case. I understand the hotel is new and some challenges appear here and there but other than the 3 points the experience was very good, the food is excellent in Terra mare with a wide variety, the room was comfortable, it was supposed to be Garden View but it really wasn't garden view and more of parking lot/sports area view, but it didn't matter to me to fight it through to change the view. I hope you read this and I hope it is helpful to you.