Lord Hotel in Amman

The breakfast was good, and the strawberries were sweet.

Hotel overall facilities are dated but functional. Room noise insulation is poor. My room is located next to the lift, I can hear every guest exiting/entering the lift, not to mention traffic outside the hotel. Breakfast is decent. Overall great location, close proximity to Amman citadel.

One major incident I experienced: My reservation is on 29/12-30/12. I arrived at the hotel around 9pm, after a five-hour drive in adverse weather, only to be told by Laith the front desk manager there was no record of my reservation and requested me to contact Trip.com to resolve. He showed me a different booking with my name made by Trip supplier Travco on 29/11-30/11. This is an obvious typo by Travco. The email communication is between Travco and Hotel Toledo. Shouldn’t the front desk contact Travco directly to resolve the issue instead of asking the customer to contact Trip?

I understand the work flow is customer ＞ Trip ＞ Travco ＞ Hotel Toledo. Asking the customer to contact Trip is going in circles and not the most efficient since mistake is by supplier Travco.

Initially, Laith refused to accept it’s a typo and insisted the person with the same name as me has checked in on 29/11-30/11. Despite the circumstances and the obvious inconvenience, Laith chose to rigidly hide behind hotel policy, I was not allowed to check in unless I pay a deposit of 60 JD. I refused as I had already fully paid for the room.

I was kept waiting at the reception for 1.5 hours while Laith reviewed the issue, which was eventually confirmed to be a typo made by the third-party agent Travco. Also Laith confirmed that 29/11-30/11 was a no show. An hour ago he mentioned the person has checked in on the above date was a lie.

The mounting frustration was too much for me to bear. Yes, I raised my voice and created a scene. I mentioned from the start and repeated 5 times it’s a typo by Travco. Laith took 1.5 hour to accept. The final straw is audible verbal profanity from Laith himself (To Laith: I did not audibly mention profanity, it was up to what you interpret from my mouth). Laith threaten to call the police, citing I was creating a scene in the hotel.

This behavior was unprofessional, unnecessarily confrontational, and unacceptable in a hospitality setting. It demonstrated a total lack of customer care. This is not a government office, Laith could have taken a softer approach to allow the guest to check in, while he proactively resolve with Travco, not asking guest to call Travco! Not debating about typo with guest!

My reservation was fully paid and non-refundable, yet I was left standing at the reception for 1.5 hours due to errors made by Travco and decisions taken by Laith. The situation was mishandled from start to finish, and my frustration was a result of being forced to endure an unnecessary and avoidable ordeal.

This was hospitality at its worst.

This was my second stay here, and it's a great family-run hotel.

Stayed at this hotel for a 2nd time & the room was not so clean as the 1st room & was more outdated and had a horrible strong smell! Other than that everything else was good, breakfast is decent, we only stayed for the night so didn’t want to spend much! Beddings were clean! The pool is open from 6am till 11pm. However, it’s for women and children till 2pm and men can use till 11pm, no women & children allowed after 2! But it’s full of men at all times, they should’ve had a ladies timings too

Good at all

Hotel is good value with immaculate common area and a great gym. Staff is very friendly and helpful. Style of the room was a bit dated, especially the bathroom - although very clean.

Great stay in a good area of Amman, hotel staff were lovely. Nice view from the room

The Service & Hospitality is Excellent.
Convenient to got to the DownTown Area.

Thank you!

Enchanting Luxury Hotel

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"Wat een betoverend verblijf hebben we gehad in dit buitengewone hotel! Vanaf het moment dat we binnenkwamen, werden we overweldigd door de elegante en sfeervolle ambiance. Het personeel begroette ons met warmte en professionaliteit, wat meteen een gevoel van comfort creëerde.

De kamers waren een oase van luxe en rust. Elke hoek was doordacht ingericht, met oog voor detail en comfort. Het uitzicht vanuit onze kamer was adembenemend - een panoramisch uitzicht over de stad en de omliggende natuur. De voorzieningen waren van topklasse, en we genoten van ontspannen momenten in het prachtige zwembad en de weelderige spa.

Een van de hoogtepunten was de culinaire ervaring. Het restaurant bood een verfijnde selectie van gerechten die onze smaakpapillen verrukten. Elk gerecht was een kunstwerk op zich, bereid met verse ingrediënten en een creatieve twist.

Wat dit hotel echt onderscheidt, is de aandacht voor gastvrijheid. Het personeel was altijd bereid om te helpen en onze wensen te vervullen, waardoor we ons echt verwend voelden. De algehele ervaring was niets minder dan magisch.

Dit hotel is zonder twijfel een juweel dat elke reiziger zou moeten ervaren. Het heeft onze verwachtingen overtroffen en creëerde herinneringen die we voor altijd zullen koesteren. We kijken al uit naar ons volgende verblijf in deze betoverende oase van luxe en gastvrijheid.