I'm writing to express my disappointment and frustration with our recent stay at the hotel from 10/10/2025 to 11/10/2025. Despite paying AED 3,084.72 for a luxurious experience, we encountered several issues that made our stay unbearable.
After booking, I sent multiple emails and a request through trip.com about arranging a special occasion setup for our honeymoon, one-month anniversary, and my husband's birthday. Unfortunately, these requests were completely ignored.
Upon arrival, the valet service damaged our car's gear, leaving it stuck in "D" mode. We spent over an hour trying to resolve the issue, and eventually had to call a recovery service to take our car. The front desk promised a birthday cake for my husband, but it never arrived. After multiple follow-ups, we received a “single slice of cake” from The Ritz-Carlton.
The villa's private pool area was overrun with a family of stray cats “eight cats” fighting and roaming around. This was unacceptable and unhygienic.
Given the poor service and lack of attention to our requests, we decided to cut our stay short and requested a full refund, which the hotel did not process yet. In addition to that we payed the recovery service (AED 300) car repair fees to change the gear box (AED 3,000), and taxi fare back home to Sharjah (AED 147).
To be honest, this experience has left us feeling sad and frustrated. What was supposed to be a special celebration has been completely ruined.
翻譯
