Mixed Experience at Assila Hotel – Beautiful Art, Prime Location, but Service Needs Improvement

Assila Hotel stands out with its prime location and stunning décor featuring unique artworks from talented local Saudi artists—a beautiful and distinctive touch that adds a cultural depth to the experience. Every corner of the hotel showcases authentic art, making it a true representation of local creativity.

My check-in experience was smooth and seamless. I originally booked a regular room but decided to upgrade to a suite, and the process was handled efficiently without any hassle. The suite itself was well-appointed, offering a comfortable and luxurious stay.

However, my checkout experience today at 2 PM was disappointing. The receptionist, who had a tag indicating he was the Night Manager, was unprofessional. First, he mistakenly asked me to pay again, despite my bill being fully settled during check-in. This was surprising, especially since he spent considerable time looking at the screen. Secondly, he was extremely slow, and most importantly, he lacked basic hospitality etiquette—no warm greeting, no “thank you,” and no inquiry about my stay. Given that front desk staff are the face of the hotel, proper hospitality training is essential. Guests should feel welcomed with a smile, not the opposite. Additionally, while I was completing my checkout, I overheard loud employee voices from a room behind the reception, which came across as very unprofessional.

Another issue was with room service. I ordered a burger, but the waiter mistakenly brought a different sandwich. Instead of correcting the order immediately, he asked if I would accept the incorrect item instead—which is not what one would expect from a luxury hotel.

Overall, while the hotel’s ambiance, location, and design are exceptional, the service needs refinement, especially in hospitality training and professionalism. With some improvements, Assila Hotel has the potential to be a top-tier experience.

Would I stay here again? I dont think so…