Hotel City Seasons Al Hamra in Abu Dhabi City

Unfortunately, my recent stay at City Seasons Al Hamra Hotel was disappointing. I have been a regular guest for over two and a half years, and most of the staff know me well.

I was contacted by a member of the management team speaking African accent regarding a burn mark on the table in Room 512, where I stayed for four days. This mark was attributed to me after checkout, even though it was already present upon my arrival. I found this both unfair and unprofessional, especially as it could have been raised during my stay.

Furthermore, there were several pre-existing issues in the room just to be noted:

* The refrigerator was old and not functioning and remained very warm.
* The mugs were dirty, had visible cracks at the base, and showed signs of improper cleaning.
* I recommend washing all glasses and cups with hot water and soap before use.
* The toilet flush was faulty and frequently got stuck.
* The air conditioning was not cooling properly.
* There was an unpleasant odor in the room, similar to cheap hair oil.

Despite all this, I cannot deny that the rest of the hotel services remain excellent. the old reception team, housekeeping, and valet parking staff were excellent and deserve recognition for their professionalism.

My advice to guests: always document and photograph the room upon check-in to avoid such situations.

I also suggest that management implement a clear policy where rooms are inspected thoroughly before handover, and supported with documented photos confirming that all items are in good condition prior to giving the key to the guest. This would help protect both the hotel and its guests from misunderstandings.

I hope management reviews and improves this approach, as it negatively impacts the experience of loyal and returning guests.

+ food was great. very tasty breakfast. we also went for a dinner several times - perfect!
- Service was not good. you ask for something, they say "sorry" and do not do anything to improve or at least fulfil the request. very slow, not responsive, expect saying "sorry" all the time. we had few situations that we described at the reception and after.. no improvement.