Holiday Inn & Suites Al Khobar by IHG — Hotel in Eastern Province

Issues with the service provided by the hotel.

The wellness SPA was not accessible as the sauna, steam room and jacuzzi was broken. The swimming pool was being used by kids classes until 8pm everyday. Women were in the men's changing rooms with their children (this is unheard of in a country like Saudi Arabia) broken lockers

None of this was advertised on their website when I booked the hotel. They could have added this information to the website. If I had known then I would not have booked this hotel. This is not what I had expected from Holiday Inns first 5 star hotel.

We spoke to the hotel sales manager about these issues and his response was that the next time we stay he would give us a discount and that we would have to travel to a sister hotel to use the spa facilities. This was very inconvenient. I really just wanted to use these services in house. Rather then coming dripping wet and then using a taxi in 47 degree heat.

The hotel did not provide any of the services that were advertised.

I travelled from the UK to saudi arabia for a holiday. I chose holiday inn as it had exactly what I was looking for when I saw it online. It ticked all the boxes and I was willing to exchange for the services that they had. I wanted a hotel that had SPA facilities and a swimming pool as part of the service package.

As you can see from the screen shot from the website, the description of the hotel states a "Guests may take advantage of a variety of amenities like a swimming pool and an award-winning Spa & Health club to Relax and unwind". Additionally, on the website it also states that they have a whirlpool.

However when going to that hotel there I felt there was nothing that was fulfilled in the exchange of my money to the service they advertised. ALL OF THESE FACILITIES WERE OUT OF ORDER!

When I booked the hotel it had spa which included sauna, steam room, jacuzzi and I also booked it with breakfast included for 14 days.

My first morning I went to get breakfast and they said there is no breakfast included and spent some time showing evidence as this escalated I was not happy at all that such a small request and the evidence I provided was an issue.

After a while they honored the breakfast. This was inconvenient and time wasting. I paid for it as part of my package.

Here are the rest of the Issues with the service provided by the hotel.

The wellness SPA was not accessible as the sauna, steam room and jacuzzi was broken which was terrible for me seeing that I will spend 14 days in here. Although it was not to be used I saw inside that health and safety was not good as there was nails coming out of the sauna bench which could cut or stab an individual please see attached. The swimming pool was being used by kids classes until 8pm everyday. Women were in the men's changing rooms with their children (this is unheard of in a country like Saudi Arabia) broken lockers

None of this was advertised on their website when I booked the hotel. They could have added this information to the website. If I had known then I would not have booked this hotel. This is not what I had expected from Holiday Inns first 5 star hotel.

We spoke to the hotel sales manager in person about these issues and his response was that the next time we stay he would give us a discount and that we would have to travel to a sister hotel to use the spa facilities. This was very inconvenient. I really just wanted to use these services in house. Rather then coming dripping wet and then using a taxi in 47 degree heat. I even asked him to transfer us to the sister hotel as this would resolve all of our issues. He refused! He could have very easily resolved all of our concerns by transferring us.

The hotel did not provide any of the services that were advertised which can be seen in the photo evidence. This shows:-

An out of order steam room An out of order Sauna with a dangerous nail sticking out of it. A whirlpool which is dirty and out of order.(shown in screen screen shot). No water in there either.

NOT A 5 STAR...

I recently booked 3 rooms (one for me and two for my guests) on 11th April 2024. (Room No - 350, 355 & 356). ||Following was our Bad experience with them.||1. We requested for Early Check-in but was denied due to the peak season & the hotel was busy (so totally understandable). However, we received only 1 room at the normal check-in time (3.00pm) and the remaining two rooms were given to us at 5.00pm (Had to wait for 2hrs in the lobby).||2. Upon receiving the remaining two rooms we noticed there was a problem in the room locks and 2 out of 3 rooms couldn't be closed. Since we had valuables we couldn't leave our room for another 1.5hrs until they sent their engineering team to fix the issue.||3. After resolving the above two issues by 6.30pm we headed to the pool and as soon as we got in we were asked to leave since it was the cut off time to close the pool. (Even though we requested the hotel manager to let the kids stay for a bit more as it was the hotel's fault that we couldn't make it to the pool early, he simply didn't care about it and we were denied that as well)||4. During Check-in I specifically requested to provide at least one roll over bed to any 1 of the 3 rooms which we booked to accommodate a kid but they didn't honor my request and it was totally ignored / failed to coordinate and their response was that they were out of roll over beds due to high occupancy.||Having a few of my guests sleeping on the couch and being denied simple requests by the hotel, the hotel manager wasn't even ready to genuinely apologize. We were granted a late check-out as compensation but my guests and I personally don't believe that can make up for the hassle and disappointments we had to go through during our stay.||The Good facilities are as follows;|1. Room set up, cleanliness and facilities.|2. Breakfast Buffet was good (not enough desserts though)|3. Kids Play are was nice||Reason for Visit: Leisure||Travel Tips: Don't book with them if you need Roll over beds for kids||Pros - Amenities, Location, Room Cleanliness, Facilities||Cons - Staff service - politeness, hotel manager's attitude, complaint resolving time and skills, customer...

I recently booked 3 rooms (one for me and two for my guests) on 11th April 2024. (Room No-350,355 & 356). Following was our Bad experience.

We requested for Early Check-in but was denied due to the peak season & the hotel was busy (so totally understandable). However, we received only 1 room at the normal check-in time (3.00pm) and the remaining two rooms were given to us at 5.00pm (Had to wait for 2hrs in the lobby).

Upon receiving the remining two rooms we noticed there was a problem in the room lock and it cannot be closed. Since we had valuables we couldn't leave our room for another 1.5hrs until they sent their engineering team to fix the issue.

After resolving the above two issues by 6.30pm we headed to the pool and as soon as we got in we were asked to leave since it was the cut off time to close the pool. (Even though we requested the hotel manager to let the kids stay for a bit more as it was the hotel's fault that we couldn't make it to the pool early, he simply didn't care about it and we were denied that as well)

During Check-in I specifically requested to provide at least one roll over bed to any 1 of the 3 rooms which we booked to accommodate a kid but they didn't honor my request and it was totally ignored / failed to coordinate and their response was that they were out of roll over beds due to high occupancy.

Having a few of my guests sleeping on the couch and being denied simple requests by the hotel, the hotel manager wasn't even ready to genuinely apologize. We were granted a late check-out as compensation but my guests and I personally don't believe that can make up for the hassle and disappointments we had to go through during our stay.

The Good facilities are as follows;

Room set up, cleanliness and facilities.

Breakfast Buffet was good (not enough desserts though)

Kids Play...