Novotel Muscat Airport — Hotel in Muscat

Unacceptable Service and Disrespectful Treatment at Novotel Muscat Airport

I recently stayed at Novotel Muscat Airport, and my experience was deeply disappointing and far below the standard I expect from an international chain, especially as a Gold member.

Room Issue: Despite booking a room with a twin king-size bed, I was given a room with twin beds. When I raised this issue, the receptionist on duty, Mehreen(who was very polite) , kindly assured me of a late check-out until 6:00 p.m. as compensation. However, the next day, the reception staff outright denied this arrangement, claiming there was no record of it. They even refused to contact Mehreen to verify, implying that I was lying. This was both insulting and unprofessional.

Unjust Payment Policy: I ordered room service for a small bill of around 4 OMR. Shockingly, I was informed that since I hadn't opened a credit account, I had to pay immediately in cash, on the spot, in my room. This humiliating experience is something I have never encountered at any other hotel.

Denied Member Benefits: As a Gold member, I am entitled to a free upgrade, subject to availability. However, this benefit was casually denied without any valid explanation. It felt like my loyalty status was completely disregarded.

Poor Communication and Refusal to Escalate: During check-out, I requested the contact number of the hotel's general manager to report these issues. The staff rudely directed me to the generic reservations number instead of providing proper assistance. This lack of accountability is unacceptable.

Overall, the reception staff's behavior was dismissive and unprofessional, leaving me feeling disrespected and undervalued. I chose Novotel for its reputed service standards, but this experience has left me questioning my loyalty to the brand. I hope the management addresses these serious lapses and improves their service to meet even basic...

My recent stay at Hotel Muscat was an exceptional experience that perfectly balanced luxury, comfort, and genuine hospitality. From the moment I arrived, the staff greeted me with warmth and professionalism, ensuring a smooth check-in process and offering thoughtful assistance throughout my stay.

The rooms were impeccably clean, spacious, and tastefully furnished, providing a relaxing atmosphere ideal for both business and leisure travelers. The amenities were modern and well-maintained, with attention to detail evident in every aspect — from the high-quality linens to the well-stocked minibar and in-room facilities.

The dining experience at the hotel was truly delightful. The restaurant offered a wide range of local and international cuisine, each dish prepared with great care and flavor. The breakfast buffet, in particular, stood out for its variety and freshness.

The location of Hotel Muscat is also a major advantage — conveniently situated close to key attractions, business centers, and shopping areas, making it an excellent choice for any type of traveler.

What truly distinguishes this hotel, however, is its exceptional service. Ms. Ellanie, Adrash and Soumen I interacted with demonstrated professionalism, courtesy, and a genuine desire to make guests feel welcome.

Overall, Hotel Muscat delivers an outstanding experience characterized by comfort, quality, and personalized care. I would highly recommend it to anyone visiting Muscat, whether for business...

I would like to express my heartfelt gratitude to Christina and Abdul Haq at Novotel Oman for making my stay truly unforgettable.

Christina is an absolute gem—her warmth, friendliness, and incredible hospitality stood out from the moment we arrived. She has such a beautiful heart and a natural ability to make every guest feel at home. Her love for children was so evident, and it brought me so much joy to see how she connected with my little ones. She truly embodies the essence of hospitality, and meeting her was such a blessing.

Abdul Haq, on the other hand, shared such beautiful insights about Islam, Omani history, and the local culture. His wisdom and thoughtful conversations deeply touched me and left a lasting impression. It’s rare to meet someone so knowledgeable and kind, and his stories made my stay feel so much more meaningful.

Additionally, receiving a complimentary bowl of fresh fruits from the hotel was such a thoughtful gesture that made us feel truly special. It’s small details like this that set Novotel apart and show the genuine care the staff have for their guests.

What started as a stressful stay turned into a truly relaxed and rejuvenating experience, all thanks to these two incredible individuals. Christina and Abdul Haq are absolute treasures, and Novotel Oman is lucky to have them. I am so grateful for their kindness and hospitality—thank you for making my stay...