Urban Oasis Aparthotel — Hotel in City Centre

Disappointed is stating it mildly. After long period of hard work decided to book in for myself and my husband they gave us incorrect room and then the girl at reception has the audacity to argue with me. Yet the room we paid for in the invoice. The eatery was even more of a disappointment the Waffle and pancake where we wanted to order was closed. Limited meal options as chicken vendor sent chicken back to supplier because it was small in size which I appreciated his honesty but we were not informed that there were only certain vendors available the hot chocolate I ordered was awful. The pool area at the bar very noisy because of people seated at bar also pool oniy open when bar open. What a waste of money. Parking bay in another building 7 floors up. Not impressed Update on my review as per owner response. You are so far off point it is ridiculous. You did not upgrade our room we paid for room with balcony I can post it here. I have evidence yet your staff manipulated us in giving is a different room thinking we would not realise there mistake. Then the one staff spoke to other staff abd neither could assist and the ine argues with me how impolite and unprofessional. But when I showed invoice they could not dispute the error they made.Alison took over and assisted me while the other lady was standing around shouting loudly with someone else. So unprofessional. I pay attention to detail so I asked many questions before booking but was not informed of certain things. And staff did not inform anything on check in we literally had to keep asking things.We were at the eatery the afternoon and the evening the pancake vendor was closed the evening at 7h00pm when we decided to get ice cream and pancakes and the lady from an opposite vendor tried to assist but said that vendor left already. we also paid for breakfast and when I wanted Danish etc they said they do not have at all. So we were limited in the sense of ordering. Also the hot chocolate was terrible and I even tried heating it up but it was awful. Do not misinform clients or try to cover up and make it look as though the client is at fault. I gave your hotel benefit of the doubt even though the last time i made booking you messed that up to when my daughter and wanted to book for when you were running a special. And we were scheduled to book in on a Friday and then your spa was closed and we had to cancel booking due to this inconvenience and short notice. Also staff children seen walking around. This was the worst experience and definitely based on your response confirms you not taking responsibility for the mistakes your establishment made. I had invoice for the room I paid for do not try arguing that.your balcony door had a huge Crack in.it took nearly half an hour for your staff to resolve this by checking that no one else was booked into the room we eventually was placed in as our room on our invoice was already occupied. Your staff could not argue once i showed invoice and had to fix the mess.Do not deviate...

I am disappointed with my stay, I have booked for 5 nights and the washer dryer does not work properly.

My clothes are still wet from the day that I checked in here.

The places looks modern and furnishings are quite nice, it's actually quite a nice place.

However, I am very disappointed that the machine doesn't work and my clothes are still wet, I have been down to the reception area a million times, not once did they try to offer me something for the inconvenience or dry it elsewhere.

Can you imagine having to go down everytime to inform staff that you're facing an issue.

When I checked in I also had to request new towels and informed them of a very strong stench in the room that nearly made me checkout.

I booked through Expedia and they say the property is upholding their right to deny further service and I should checkout for a refund.

What kind of response is that?

As a professional with international experience at 5 star hotels in Dubai, I can truly say this kind of response is not acceptable, nor is the service.

There is not even satellite TV channels as advertised online.

Not very convenient for someone that takes time to select a hotel based on the services or amenities available that's advertised online.

I must say that staff did try their best but I guess management couldn't be bothered to ensure that guests are truly taken care of.

Let's not even mention people just opening my door when I am asking who's there, mind you I'm in the nude!

Update on review

Your response is really abhorrent, the way you responded as a business owner or management is extremely poor.

This is an honest review on my end and your failure to address this matter appropriately is concerning to say the least.

I booked here because it looked good on Expedia and it came with a machine.

I didn't demand anything be replaced, your maintenance team said they would replace it and I was very polite to all the staff and grateful for their efforts.

However, there were issues and it's not been addressed effectively with no longer proper solutions.

This is not a revenge post and people have eyes and brains to see that.

There are many more posts of dissatisfied customers and they are very valid.

I am an international traveler, please do not waste my time.

Will you pay for all my relocation costs now that I'm already here? That is why I stayed because I will have to bear the burden of relocating and I am extremely busy to hop up because and incur costs due to your incompetence.

Thank you for your immature response.

Note to anyone, check the other responses from the management on complaints, it's not...

Let’s start with the best parts: this is really an Urban Oasis: newly refurbished, large rooms and bathrooms, AirCon, great food, centrally located. Slept comfortably, ate like kings, and overall really enjoyed our time. I would actually recommend this little oasis to guests. We also had a minor issue with the room, and only after asking for a room-change, they did try to accommodate us.

Why the 2 stars, then? They really need to do something about security and service. When we came back from the beach one day, my door was open and on latch, and my keycard didn’t work. I then discovered that my laptop bag was taken from my room. When I reported it to the staff, they said they will check the video footage. After not getting back to me all day, I had to follow-up with them, and they simply told me that they checked the footage and didn’t see anything.

(Also - the room keycards have your room-number and the name of the aparthotel: which doesn’t seem very secure, if anyone lost their keycard.)

I had to keep chasing the managers for feedback of the incident, and their attitude was very disinterested, and less than supportive. In fact, the only time I had replies from anyone, was when I said I would need to lodge a formal complaint, or write a review to reflect our experience. (Apparently, they’re perspective of me writing this review, is that I am “punishing” them?)

I completely understand that theft can happen anywhere, but the fact that we had to chase up on the case, and that we weren’t offered any compensation, support or even just a dinner “on them” as a gesture of good will and care, really made us feel like we were the ones in the wrong.

If it was my hotel, I would want go out of my way to find out exactly what happened so I can double-check my security process; I would make personal contact with the guests and go out of my way to show my guests support. I wouldn’t simply ignore a security breach, and treat the guests as if they are in the wrong.

So, in short: I recommend staying here, just lock all your valuables in the safe, and don’t expect too much in terms of...