W Muscat — Hotel in Muscat

The hotel is beautiful and modern, location is great, food is delicious (at the breakfast and at the Buddha bar, at the pool not so much)... all is good except of very strange and unpleasant service at the pool area that really disappointed us. Me and my family stayed in the hotel for 2 nights and came back here for a day by the pool next Friday after our checkout. The first time we arrived on a Friday evening and stayed until Sunday. The hotel has pool party events on Fridays, and maybe this was a reason of such treatment of me and my family, but for 5 star hotel there are no excuses. Me and my family were constantly controlled by the service at the pool area: Friday afternoon, 10th of November; we just checked in and went to the pool. We have ordered food and drinks by the pool, after we finished, we have asked for a bill and put it on our room with one of the employees. When we were leaving, another one stopped us and asked if we have paid our bill. Same day, we came back to the pool later in the afternoon to get a few drinks. First when my parents (who can barely speak English) left to the bathroom, they were stopped and grilled by the staff if they have paid the bill. We had our things on our sun lounges and were not planning to leave. Then when I went to the bar to buy 3 cocktails, the barmen not only asked for my room number, but he also asked his colleague to check in the system if I indeed stay in the room I stated (!!!). Finally, after I had to leave up to the room and then return to the pool area, again, I was stopped by the staff and my room number was checked.... At some point that constant monitoring and checking really annoyed me and significantly spoiled our stay here. Saturday and Sunday the atmosphere was a bit more relaxed, but it didnt improve our stay in that regard (I still felt being watched and not trusted, what never happened to me whenever else I have traveled and stayed). Next Friday we still decided to come back and spend several hours by the pool, as it was the best option before our evening flight, since we returned to Muscat earlier than anticipated. The service overall was better (maybe because we paid immediately as we didnt stay in the hotel this time), but we had a misunderstanding with the security at the exit to the beach, who blatantly refused to let us go see the sunset at the beach as we didnt have the hotel cards. On our questions why, as we had bracelets proving that we are day guests, he didnt give us any answer. Finally, when we went back closer to the pool and asked some other employees about this, they finally agreed to let us out for 15 minutes to see the sun set. This is not the service one expects from the hotel of this level. Really disappointing. I will not come back to this hotel next time. Except of this all is fine, rooms are really great, very comfortable and clean. Service except of the pool area is ok, and personnel cleaning the rooms is really really nice. Buddha bar has a nice settings, the food and drinks and amazing, but at the same time its heavily overpriced vs other...

My husband and I recently stayed at the W Muscat and experienced a stay of stark contrasts, marked by exceptional service in some areas and profoundly disappointing unprofessionalism in others. The Positive: Design and Housekeeping The hotel's style and design are, as expected, fabulous and perfectly executed. Furthermore, the housekeeping team was impeccable. They provided professional, thorough, and timely service. We are very grateful for their hard work and excellent standards.

The Negative: Front Desk and Guest Services. Unfortunately, our experience began on a very poor note due to an interaction at the front desk.Early Check-In Request:We arrived from a long international flight at 5:00 AM, understandably exhausted. We politely inquired about the possibility of an early check-in. The receptionist assisting us was dismissive and surprisingly rough in her demeanor. Rather than expressing empathy or exploring solutions, her immediate response was a blunt ultimatum: pay half of the daily rate, and only then would she "look for" a room. This felt less like a policy and more like a shakedown.

Lack of Empathy and Resolution:We were left waiting at the reception for two hours without proactive updates. When my husband negotiated, suggesting that if we were to pay for a partial previous day, access to the breakfast buffet should be included, the receptionist was initially refusing. It was only after a more professional colleague intervened that this reasonable request was granted. The attitude of the first staff member was consistently unaccommodating and displayed a clear unwillingness to assist weary guests.

Major Concern: Transportation Monopoly A significant issue that impacts guest autonomy and safety is the hotel's restrictive transportation policy. Forced Use of Hotel Taxis:We were informed that external taxi companies are not permitted to pick up guests from the hotel premises, forcing us to use the hotel's affiliated service.

Substandard and Unsafe Service:The vehicles provided were in horrible condition (non-functioning AC in extreme heat), and the driving was unprofessional. Our driver was consistently texting and making phone calls during the journey, which is a serious safety concern. Attempting to order a reputable business car service was explicitly denied. For a luxury hotel charging premium rates, to force guests into using an unsafe, overpriced, and substandard monopoly is unacceptable and feels exploitative. While the W Muscat excels in its aesthetic and housekeeping, the unprofessional behavior at the front desk and the predatory transportation policy significantly marred our experience. For a hotel of this caliber and price point, we expected empathy, flexibility, and a commitment to guest safety and choice, all of which were lacking. We cannot recommend it until these critical service issues are addressed...

I stayed at W Muscat this weekend, and what a lovely trip it was. The hotel is located in Shatti Al Qurum, right next to the InterContinental. The entrance makes a statement with its striking metal tree sculpture and the big W sign that instantly sets the vibe. The hotel has several great dining options — I personally liked Babaan and Harvest. Breakfast at Harvest was included in our stay, and it was wonderful. The buffet spread had plenty of variety, and you could also order à la carte along with it. I ordered egg benedict with salmon, which was great. The restaurant offers both indoor and outdoor seating overlooking the pool, and the staff were warm and welcoming, which really added to the experience. We stayed in a Fabulous Room (48 sqm — yes, the size matters to us 😆). The room was spacious, comfortable, and had everything we needed. I loved the catchy and creative cards placed around the room, adding a playful touch. The bathtub was amazing, just a step away from the bed, with a sliding door to close it off for privacy. The amenities were complete, the room was spotless, and the view from our balcony was absolutely stunning, though I would have persoy preferred to have a glass fence rather than a thick neat so that the beautiful view is not blocked while sitting. Having stayed in many hotels in Muscat, I’d say W Muscat has one of the best pools in town. The cabanas, live DJ, and in-water lounge chairs created such a fun and relaxing vibe. The poolside menu was great too — we had fish and chips and chicken wings, both delicious. My friend also tried their ice cream (the coconut is the best seller, but the raspberry and kiwi flavors are also worth it). We also ordered in-room dining — daal, lobster ravioli, and crème brûlée. The crème brûlée was one of the best I’ve ever had, the daal was nice, but the lobster had a strong seafood smell that wasn’t to my taste, though some might enjoy it. Since it was my friend’s birthday, I booked their welcome package for OMR 15. It included helium balloons, a cake, and a birthday wish card — and it was totally worth it. My friend and I loved the whole set up. Thank you W Welcome team. At checkout, we even met the General Manager, who warmly thanked us for our feedback and encouraged us to visit again. That personal touch really stood out. Overall, W Muscat exceeded my expectations — from the vibrant atmosphere and amazing poolside vibes to the thoughtful details in the room and fantastic hospitality. I’m already looking forward...