Extremely disappointing and unacceptable experience.
I travelled approximately three hours to reach this hotel, only to be refused check-in because I had accidentally forgotten my physical Emirates ID. I explained that I had my official digital Emirates ID available through the UAE’s approved government application, and I even offered to email a copy of my ID or provide any other form of verification.
Instead of trying to help or offer a reasonable solution, the staff were completely uncooperative. Their attitude was rude, dismissive and lacked the level of professionalism expected from a hotel carrying the Hilton name.
What made the situation even worse was that I was left stranded late at night after travelling for three hours and had to search for another hotel and pay for alternative accommodation.
I did not cancel my plans or fail to show up. I arrived at the hotel, ready to check in, and they refused to accommodate me.
I then requested a refund, and I am still waiting for a response, which only adds to the disappointment. It is unacceptable to refuse a guest accommodation, provide no alternative solution, leave them searching for another hotel late at night, and then fail to respond promptly regarding their money.
This was one of the worst hotel experiences I have had. Based on the way this situation was handled and the complete lack of customer care, I would not recommend this hotel.
Response from the property
Dear Lilo Alhmmadi,
Thank you for sharing your feedback with us. Please accept our sincere apologies for the disappointment and inconvenience you experienced during your recent arrival.
We fully understand how frustrating and upsetting this situation must have been, particularly after travelling approximately three hours to reach the hotel and arriving late at night expecting a smooth check-in experience.
We would like to clarify that, in accordance with the Abu Dhabi Department of Culture and Tourism requirements, hotels are required to verify and register the guest’s physical Emirates ID or other accepted physical identification document at the time of check-in. While we appreciate that you had access to your official digital Emirates ID through the UAE government application and offered alternative methods of verification, unfortunately, our team is required to follow the identification and registration procedures mandated by the local authorities.
That said, we sincerely regret that the situation left you feeling that our team was uncooperative or dismissive. Regardless of the requirement that we must follow, we should always communicate it with courtesy, empathy and professionalism, and make every reasonable effort to assist the guest in such circumstances. We are particularly sorry that you were left having to arrange alternative accommodation late at night after such a long journey.
Please be assured that your feedback regarding the handling of the situation and the manner in which the requirement was communicated has been taken seriously. We will review this with the team to ensure that our procedures are followed while maintaining the level of hospitality, understanding and professionalism expected from our hotel and the Hilton name.
Once again, please accept our sincere apologies for the inconvenience and distress caused. We truly regret that your experience did not reflect the standard of service we strive to provide to our guests.
Best regards,
Royal Rose Management.
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