Holiday Inn Abu Dhabi by IHG in Abu Dhabi City

Poor Service & Room Presentation — Not What I Expect from a 4-Star Hotel

I stayed at Holiday Inn Abu Dhabi (officially rated as a 4-star hotel) for 4 nights, but my experience fell far short of what I would expect from that standard.

Upon check-in, the front desk staff registered me as a new hotel member without asking if I already had an account. When I informed him I had an existing membership, he told me the new account would be “better” for my stay since it was 4 nights. Only after I insisted did he help combine my rewards.

The hotel has a strict “no food delivery” policy, which I was only informed of in a rude phone call from staff after I had already ordered a cake for my friend. The cake arrived earlier than expected while I was showering, and instead of holding it safely, they simply left it on the floor level at lobby, I found this shocking and unprofessional.

In my room, there was no toothbrush, tissue left 2 pcs, and only one slipper. When I called to request these items along with a bathrobe, I was told again quite rudely that this hotel does not provide bathrobes, although my friend’s room had one. The bed consisted of two single mattresses combined, which I could accept, but the bedsheet was not properly fitted or tucked in (photo attached), making the bed look untidy and unprofessional.

The only positives were the good location near the convention hall and the enjoyable breakfast with a good variety. Unfortunately, the overall service and attention to detail did not meet the standards I expect from a 4-star hotel. I will consider other options next time I visit Abu Dhabi.