Kempinski Summerland — Hotel in Mount Lebanon Governorate

Initial Impressions and Arrival: We booked 3 nights for the start of our family's holiday in Lebanon. We expected a memorable experience, especially being Kempinski members who had stayed at several of their international hotels. The airport pick-up went smoothly , although the $49 transfer fee for the10 minute ride was steep. Check-in was good and the seaview room met our expectations. Beach Access and First Evening: Our attempt to catch the sunset at the beach revealed several inconveniences. Directions to the beach were unclear, requiring us to enter one of the buildings through a side door, cross an underground carpark, and enter via a reception area before being escorted down a lengthy underground corridor. The corridor was plagued by a strong sewage smell in places. The beach area itself featured a guest pool. Later, we visited the hotel bar, where service was poor—the young attendant was inexperienced, and our drinks were disappointing. Dining Experiences: We approached the Cilantro restaurant for dinner, drawn by banners advertising a Friday night seafood buffet. However, the manager informed us that the restaurant was fully booked, offering only room service as an alternative. Despite booking our room 24 days in advance, no prior notification was given about dining restrictions – this was the first time ever that we had been turned away from a hotel restaurant as a guest staying at the hotel. The room service meal was bland and arrived later than expected. Disruptions and Management Response: During our first night, our sleep was disturbed by loud fire alarms at 3am and again half an hour later. When we raised the issue with reception the following morning, the duty manager dismissed it with amusement, citing a guest-related incident and offering no apology. Further Dining and Facilities Issues: On the second night, we dined at Cilantro Restaurant. The grilled seabass ordered by my daughter was shockingly meagre—a single small fillet on a bed of vegetables, costing $40. The next day, we decided to use the pool facilities. The attendant managing deck chairs was polite and helpful. However, whilst swimming, we found hundreds of loose, sharp glass mosaic tiles on the pool bottom and noticed black floating objects in the water, suggesting maintenance and filtration issues. At one point a young girl was attended to by the pool guard as she had cut her finger on one of the pool tiles. I also pointed out to reception that the TV in our room could not connect to any channels whatsoever – she agreed saying there was an issue with all the TV’s. Service and Cleanliness Concerns: By noon, the pool area became overcrowded, and staff struggled to manage food and drink orders as guests waited for over an hour. When our food order finally arrived, my daughter’s haloumi sandwich tasted off, and by late afternoon she felt ill. Upon returning to our room, she found cleaning supplies left throughout and bed linen and towels scattered, with no cleaners present. I returned to the room not long after to see the same site and a cleaning lady saying she needed another 30 minutes or so...at 5pm!? Health Incident and Departure: Later, my daughter’s condition worsened, with vomiting and severe diarrhoea, forcing us to cancel dinner plans. Early the next morning, she was too weak to stand. On checkout, we reported her suspected food poisoning to reception, who directed us to a pharmacy for medication and arranged a late checkout so she could rest. Whilst she rested prior to our departure I received a call from the head of the Hotel’s food and beverage department who insisted that they have the highest food safety standards, ISO certification and a bunch of other things – he was kind enough to deduct the cost of the pool food that had caused the poisoning – what a gentleman. In summary, this is far from being a 5 star hotel with basically only one restaurant kitchen and too many maintenance issues that need attention, not to mention inadequate...

Our stay at this hotel was a truly extraordinary one, underscored by the remarkable dining experiences and the exemplary service provided by the staff.

Every morning, we were greeted by an array of delectable dishes at the breakfast restaurant. The menu, offering everything from fresh pastries to gourmet hot dishes, left nothing to be desired. Each meal was a feast for the senses, and it was clear that the kitchen staff possesses a passion for delivering top-tier culinary experiences.

At the heart of this breakfast experience was the phenomenal service, personified by Ali Koubiasyi. Ali was an essential part of making our mornings enjoyable. His relentless commitment to guest satisfaction and his uncanny knack for making the impossible possible were a testament to his exceptional skills. He went above and beyond to ensure our needs were met.

Beyond breakfast, the hotel's excellent service was upheld by the superlative problem solver, Christina. Her ability to find creative solutions to any issue, big or small, was truly impressive. Christina's dedication to providing an easy, enjoyable stay was felt at every turn. Her resourcefulness and tireless efforts to enhance the guest experience left a lasting impression.

As for dinner, our experience at the Moj restaurant was equally as memorable. The fine-dining environment combined with the tantalizing menu options made for a pleasing end to the day. Moj restaurant's dishes exhibited a masterful blend of flavors and were beautifully presented, a testament to the culinary prowess of their chefs.

In conclusion, this hotel provides not just a stay, but a remarkable journey that starts with a splendid breakfast experience, continues with seamless service from staff like Christina, Ali, Froncois, Farah, Lebanon (that was his name, really :) ), and ends with the culinary delights of the Moj restaurant.

This hotel sets a new standard for hospitality, ensuring that every moment of your stay is memorable. Whether you're in for the exquisite food or the excellent service, you won't be...

Kempinski Does Not Match the Lebanon Experience – Completely Out of Place

My recent stay at Kempinski Summerland was unfortunately far from the five-star standard I expected. While the property has potential, multiple service and quality issues left me very disappointed — especially given that my entire experience in Lebanon was amazing. The people were incredibly welcoming, warm, and social, and everywhere I went, the hospitality was outstanding. Sadly, the only exception was this hotel. Housekeeping & Amenities: Room cleaning was not done unless we called reception, even when the “cleaning” light was on. The minibar was not refilled daily — I went two days without sugar — and essential toiletries were not replenished unless specifically requested. Facilities: The TV channels were not working for four days. There was also a leakage in the bidet, which, to their credit, was eventually fixed. Dining: The fatoush and club sandwich we ordered did not meet the expected level of freshness or taste. For a hotel of this standard, the quality was underwhelming. Salon Service: The hairdresser’s space was very small, had no windows, and felt unwelcoming. Prices were excessive — I was charged $40 for a simple blow-dry that would normally cost around $15 — and I was not impressed with the result at all. Car Rental Through the Hotel: We faced a major inconvenience due to miscalculation of rental days and an unclear contract, leading to unnecessary hassle. Late Checkout Issue: On the last day, I confirmed with the person in charge that we could check out at 4 PM. However, at 1 PM, we were suddenly pressured to leave the room, which was both unprofessional and uncomfortable. Overall, the lack of attention to detail, inconsistencies in service, and overpriced, underwhelming experiences do not reflect the luxury and professionalism associated with the Kempinski brand — and stood in stark contrast to the otherwise exceptional hospitality I experienced...