Pearl Rotana Capital Centre — Hotel in Abu Dhabi

Edit: Thank you kindly, its much appreciated! Other than that, the stay was really wonderful.

Unfortunate experience because of 1 employee behind the desk. I arrived in the middle of the night. I had a booking from 14-19 jan but said i wanted to stay a night shorter (14-18), but i wasnt i a 100 percent certain (maybe 90). The man behind the desk immediately offered a solution and said i could just put the money on hold and not pay the full amount right away and let them know upon check out. That all i had to do was let the people know behind the desk it was on hold and for what reason and they could adjust accoedingly. I was surprised with the service and double checked (especially with me then reservering the room), and he confirmed. I was also very happy with it and double thanked him! I also checked if i didnt need to let them know sooner. As its my first time in the emirates, i thought maybe its extra service.

Upon check out, however, this ended up not being the case at all. I checked out on the 18th (same employee as my checkin, dark brown hair) and he said he would charge the full amount, even if I checked out sooner. He then proceeded saying that he would have never disclosed any information like what i said he shared with me and that I would have always needed to pay the full amount, regardless if i checked out sooner. He also said I was part of a group booking so any changes needed to be made through the booking agency, and couldnt be made through him. When i repeated to him what he told me, he continues to deny it and kept repeating the sentence "I would never disclose that information with you, mam". I was really shocked, because its just completely untrue. He kept sharing that its not refundable and its a group booking. If thats the case then why did he not just share that with me? It would have been completely fine. And why did he even put the amount on hold? If it was already nonrefundable upon arrival, I would have just paid without problems upon arrival. And why didnt he just say i needed to change the booking through the agency upon checkin, i would have had no problem doing that either.

If he would have been more transparent at arrival, or been honest about misinforming on the procedure, i would not even have been upset at all. Now the solution he offered was to use the room. I wonder if he didnt realise upon checkin that the group booking would have prevented me to shorten my stay in the way he had offered? He also said the hotel was fully booked now.

I paid because i didnt have a lot of time (and our bus was leaving) and i dont usually make a lot of fuss about things like this, but I left with a really really really yuck feeling. I never understand why people just dont admit making a mistake/misinforming, but perhaps its because his colleague was standing next to him upon my checkout and he did not want to get in trouble.

Later i also heard that another group member paid before arriving (and also arrived in the middle of the night) but they ended up not having a room in the hotel. She had to travel with a taxi to another hotel where they also didnt have a room.

Its a shame! If it wasnt for desk service it would have been a nice stay, but now due to an experience like this - I will not stay again, not would i...

We stayed at this hotel at the end of May for 5 nights. 2 adults 3 kids (10,6,4)

Positives: Most of the staff were friendly, welcoming, and happy to help—especially the lady who cleaned our room every morning. The swimming pool was great, though I do wish it had a cover, as we ended up sunburnt from the strong sun exposure. The massage service was excellent, and the masseuse was truly skilled. Breakfast offered a nice variety of food and was generally very good.

Areas for Improvement: After flying over 7 hours and arriving at 2am (UK time) with three children, we were disappointed to find no one at the entrance to welcome us or assist with our luggage. My 10-year-old had to wheel a suitcase into the hotel himself. It may seem minor, but small gestures—like being offered a glass of water—can make a big difference after a long journey.

On one occasion, my son and I were locked out of our room due to a key card issue. We were wet and cold from swimming and called reception, only to be told we had to come down ourselves to get the card reactivated—no one was available to help. We had to go down 17 floors in that state, which made the experience even more frustrating.

When we did initially check in, there was no one to guide us to our room or show us around—just a key card handed over with minimal direction. While not a major issue, many hotels offer a brief welcome tour on the first day, which adds a nice touch.

Additionally, no one informed us that the key card needed to be used to operate the lift. We only discovered this after it didn’t move until another guest came in and used their card. This may be standard in some places, but it would have been helpful to be told.

Overall: While the hotel was clean and had some great staff and facilities, we felt that the small touches that make a guest feel truly welcomed were missing. Because of this, we wouldn’t return or recommend...

This hotel should be at least 7 * - because of the team that works here. Hotel rooms are new, beautiful and clean, absolutely amazing when you're a business traveller like myself.

Stayed here more than 30 times at this point, alone and with family, and i am just so grateful to the entire team.

it is what makes it what makes it a home for me, the team is truly exceptional. I am actually going through a very difficult time currently, so today meant everything, and I wanted to thank every single person, but especially:

Mr. Ashraf at the front desk. Could not stop in ensuring I have everything I need when working in the lobby, would offer water without asking. Any support needed -0 he was there. Super polite and absolutely amazing when it comes to finding a solution for any query we would have.

Mr. Eak - I cannot thank you enough. Whether it is my million bags, my different requests, he is always happy to help. I would not even arrive properly and he is already outside greeting with a huge smiler and asking how my work is. Remembers the details very well, greets me by my name, and is an absolute superstar and exceptional asset of this hotel.

Mrs. Elena at the front desk - thank you for your warm smile and help. you have fantastic skills in making people feel welcome.

Mr. Moshin - I would not arrive yet in the car and team is always ready to help with even smallest bags, which i tend to forget in the room. Always happy tto give advice or assist.

Dear team at Pearl Rotana,

you never know what someone is going through. Your warmth really saved the day, and made it easier to breathe when in pain. I will be forever grateful, and Rotana Group management should be absolutely proud to have team like...