Holiday Inn Kuwait al Thuraya City by IHG — Hotel in Farwaniya

I’ve been staying at this hotel since 2008, and it has always been my top choice in Kuwait. Just in the last four months, I’ve stayed here three times on business—each time for two nights. I’m also an IHG member and have always appreciated the quality and service… until now.||I checked in on a Sunday and was warmly welcomed by Mayar at the front desk—her professionalism and kindness were exceptional. Unfortunately, the room had an unbearable chemical odor, most likely from poor cleaning practices. Wanting a simple room change, I went down to reception to sort it out.||That’s when I encountered Mr. Ahmed Serhan, the duty manager, and quite frankly, I was stunned by what followed.||Ahmed stood there completely ignoring me. For over 15 minutes, I tried to get his attention, addressed him by name, and spoke to him directly. He refused to make eye contact, refused to acknowledge me, and made a conscious effort to avoid dealing with the situation. His behavior was not just unprofessional—it was outright disrespectful and unacceptable for someone in a leadership role in the hospitality industry.||In all my years of travel, I have never experienced a manager behave with such blatant disregard for a guest. He seemed either unwilling or completely incapable of handling a dissatisfied guest—a basic part of his job. It was both embarrassing and infuriating to be treated with such indifference.||Thankfully, Mayar stepped in again, took control of the situation, apologized sincerely, and upgraded me to an executive suite. She showed the kind of empathy, confidence, and service that this hotel should be known for. Without her intervention, this experience would have been a complete disaster.||Management seriously needs to reconsider who represents them at the front line. Employees like Mayar are the ones who deserve to be leading teams—not individuals like Ahmed, whose conduct reflects poorly on the entire hotel. His inability to even speak to a guest, let alone resolve an issue, is not just a red flag—it’s a liability.||After so many years of loyalty, I am now seriously questioning whether I’ll return—unless I’m assured that this issue is being addressed appropriately. Guests deserve to be respected, and managers should be held to a much...

Sudheer, the operator, has consistently demonstrated exceptional professionalism and dedication to his work. His attention to detail and quick responses make him an invaluable asset to the hotel’s operations. Whether it’s handling guest requests, coordinating with different departments, or managing urgent situations, Sudheer approaches every task with calm efficiency and a smile that reflects his genuine care for guests and colleagues alike.

The hotel itself maintains the highest standards of cleanliness and service, making every guest’s stay as comfortable and memorable as possible. From the spotless rooms to the impeccably maintained common areas, every corner of the hotel radiates elegance and care. The housekeeping team ensures that every guest room is pristine, and amenities are replenished regularly, enhancing the overall guest experience.

The variety of restaurants offers something for every taste, with each one providing not only exceptional cuisine but also warm and welcoming service. The staff’s attentiveness in the restaurants—from Al Hamadi to Noukhaza—ensures that every meal is a delightful experience. Guests are made to feel at home, whether they’re enjoying a breakfast spread or a fine dining evening.

The pool and spa facilities provide the perfect escape for relaxation and rejuvenation. The pool is always crystal clear and well-maintained, offering guests a tranquil space to unwind. The spa, with its range of treatments and serene ambiance, is a haven for those looking to relax and recharge.

In every aspect—be it service, cleanliness, dining, or relaxation—the hotel goes above and beyond to ensure guest satisfaction. Team members like Sudheer, with his unwavering commitment to excellence, are a testament to the high standards that the...

A mishmash hotel , where it smells of burning smoke or tobacco on the pool and the entrances and exits.

The staff of the pool restaurant took the chair away from customers sighting the location of the chair is reserved for dinners when there is no diners.

There is no towels at the swimming pool, the sauna smells , and the steam room is dirty.

The front desk staff is reluctant to take action, sighting staff is serving the wedding party. When a call was made to the front desk on the odor in the hallway , the comment made was that it was only a little bit!

Many rooms at this property do not have natural light , you feel like you are stranded in an airport hotel.

Asked for a change of 3 kettles which were either rusty or plain dirty.

In Junior suite 426, the phone line was cracking, the cord falls off, and the refrigerator either doesn't work or simply not for cooling.

The neural colored sofa in the downgraded room was lets say ... Not desirables, and i can see the peoples who are checking-in the crowne plaza.

The atrium in the room has the view of the lobby restaurant, an empty one. Also of all the other guest rooms that i can see and they can see.

Lets just say , that that the property has fallen off grace, and looks like a managed destination in a very popular north african country , rather than a hotel in the GCC.

As an expert traveler, i should have checked out at the instance that the front desk staff did not recognize the room category in the app. The elevator button not being responsive , or that to enter the crowne plaza property ,you had to first enter to holiday in.

It is a mistake that i will...