Rixos Premium Saadiyat Island — Hotel in Abu Dhabi

We were really excited about staying at Rixos Saadiyat Island but unfortunately the experience left us feeling underwhelmed and conclude the hotel is massively overrated. Our major gripes were with the housekeeping service and the food at Turquoise (the main restaurant) and partially what we witnessed at the main pool.

The problems started following our check in. We booked a suite as it was 4 of us staying in the room (2 adults and 2 children). Upon getting to the room, they hadn’t even prepared the room for 4 guests. There was only the main bed set up and we had to ask the luggage porter to get them to set up the second bed when he brought our bags up. Even before arriving, I sent an email with a request for couple of items in the room (child’s step in the bathroom and bed guard to stop our youngest from falling off the bed). None of this was put in the room. When they came to make the second bed, I asked for the items again. A step was then provided and I was informed by the staff the bed guard would be fitted when they come and do turn down at approx. 18.30. We went for drinks and dinner assuming all would be done as promised, returning to our room at approx. 22.15 with my youngest having fallen asleep on me to find the room just how it was when we left. No turndown as promised and no bed guard fitted. So again I chased housekeeping to be told they would try and find one as they were all being used (even though I’d requested one prior to arrival and been given no indication there would be an issue when they came to prepare the second bed). A lot of messaging back and forth, one was eventually fitted at approx 23.10.

Moving on to Turquoise, generally, I can’t fault the waiting staff there. They were very attentive and efficient. Even when my wife once asked for a drink that was not normally offered there, the staff looking after our area went out of her way to get the drink from one of the bars for us. She was brilliant and I can only praise the waiting team. Our issue with Turquoise was the food. The quality and variety were someway off what I would have expected for a renowned 5 star resort. We could not get any bookings at the Italian or Asian restaurants so our only choice was the buffet. But going everyday, the food was almost identical day in, day out. The pasta dishes were bland and other than the salads, variety for vegetarian dishes were poor. Many dishes were not labelled (especially the dessert section, which would have been extremely dangerous for any allergy sufferers) and on one occasion for breakfast, I ordered an omelette with only vegetables, which contained meat. Not one or two pieces which may have fell in my mistake, but a significant amount. It was beef, which is forbidden in our religion. After two nights of buffet, we never looked forward to dinner there and were wishing the nights away even looking forward to a decent take away meal after getting home.

The service we received at the Lobby bar was exceptional and it was always enjoyable going there. The staff were very welcoming, and the attention they paid to the guests exemplary. Every night we went, the staff always greeted us warmly. They remembered all our drinks choices from previous day. Amazing customer service.

Finally the main pool. Whilst the pool was generally fine, it was really busy with little opportunity for the children to properly swim without almost bumping into someone. This being low season, I dread to imagine what the experience would be like during peak. Whilst e could live with that, what was somewhat off putting drinks (cocktails, milkshakes etc.) being spilled in the pool. Then also seeing numerous water bottles floating in the pool too, having been drunk or half drunk. Whilst lifeguards did their best to remove the bottles when they saw them, I was never expecting to see them in the pool in the first place. Once again, I can’t fault the service provided by the staff running the bar, always polite, courteous etc. it was just seeing the drinks being spilled and rubbish floating in the pool that...

Overall, we had a very nice family holiday at Rixos Saadiyat Island. This was our second stay at the hotel. We especially liked the kids club and all the staff there along with the many great kids activities offered, including various sports, crafts, cooking classes, mini disco and shows. It’s a very family friendly resort with many small children, which in turn makes it easier for the parents and even more fun for the kids, as they can make friends and play with other kids. One point for improvement would be to add 1 native English speaker to the kids club & animations team. A large proportion of the staff was still the same as during our first stay. We saw so many familiar faces among the staff and most of them remembered us from the previous year. At the Turquoise Restaurant Sonu again did an excellent job at looking after us during our stay, and always made sure we had everything we needed and more. Nothing was too much trouble for him and he knew exactly what we needed and when, especially, since we had our hands full with our two little kids who are both pretty lively. Sonu is truly a master of providing top class service. We also want to mention a few of the waiting staff who provided great service and are an asset to the company including, Tristan, Romell, Monica, Tin, Kim, Richelle and Elfalbera. Another thing that we liked about the resort were various sports classes and trainings on offer at the Exclusive Sports Club every day. The trainers were good and well qualified. Here too, there was a familiar face from last year. Trainer Amro, whom we already met the previous year and trained with, was still around and encouraged us to join in several classes. Thanks to him, I took part in Kangoo Jump classes, which were great fun and helped me stay in shape and feel good during our stay. These professional sports activites and classes are definitely great added value for the guests.

The service on the beach however, wasn’t great and was better the year before. Nobody would proactively acknowledge us when we got to the beach or bring us towels and water. Moreover, the fact that they serve no food, just fruits and drinks, both at the beach and by the pool on the sunbeds, is a real shame and not 5-Star-like or luxurious. What also bothered us is that on the beach they used paper plates and plastic cutlery to serve fruits. This didn’t look or feel luxurious at all. I could have maybe turned a blind eye on the fact that one can’t order any food on the beach or on the sunbeds by the pool, if the food at the Peoples restaurant by the pool had been really great, but this was not the case. They have a fairly small, limited menu and the food is ok, but nothing special. The beef burger patties are of average quality at best and the caesar salad had way too much dressing on. Moreover, the steak wrap could have had nicer, better tasting entrecote. So we were missing that 5-star-hotel food experience that one typically gets at top luxury hotels, especially in the UAE.

At the main Turquoise restaurant the food is good and there are a few very nice dishes, such us the Turkish and Arabic starters and a few mains, but many other dishes are average. One thing that we were missing was eggs Benedict or eggs Florentine done fresh and on the spot. What they had instead were pre-prepared poached eggs in a pot and next to it a pot of sause Hollandaise. The sauce didn’t look appetizing, because it had thick skin on the top, which had developed. Also, there were no Bircher Müsli. We enjoyed drinking Turkish tea, but not so much their other black tea, as we found that the tea was not strong and fragrant enough (e.g. Earl Grey) and lacked flavour.

On the positive note, the beds in the rooms are super comfortable. We stayed in a one bedroom suite this time and it was great to have the extra space and a proper sofa bed, since there was four of us (2 adults + 2 kids). Finally, the 4 a la carte restaurants make the resort feel more exclusive and special. They make up for some of the shortcomings I...

When we arrived at the hotel we was greeted with our room not being ready which is absolutely fine we had packed a bag with swimwear so we could start our day off outside until it was ready. We asked if late check out was an option as we wasn’t flying until midnight on the day of departure but we was told no and if there was it would be the cost of the room at about £450 which seems crazy to me when you have spent so much money on this hotel . We headed to the spa which is very dark and gloomy to get ready . Staff were not very welcoming in the spa. I’ve seen in other reviews guests being welcomed with drinks and a cold towel at reception . We were not welcomed with anything . We recently stayed in raffles in Dubai and the welcome there was so lovely I really expected more from here especially as other Rixos hotels are very good . The staff in the buffet restaurant are absolutely lovely and cannot do enough for you . The staff at the pool work so hard in such high temperatures yet always with a smile and nothing is too much . The guys working at the beach are lovely and although we never stayed the whole day at the beach we would only wonder down for sunset they would always welcome us and see if we were ok . The Turkish restaurant was lovely and the lady who served us was so helpful and informative I’m sorry I can’t remember her name . We needed to change our booking for the Italian restaurant and we went to see the reservation team on the Wednesday but they said they had no other bookings available which was disappointing since we was there until Tuesday . He did not try to accommodate either he just made a joke that he could book us in for when we were back in England . We also asked to use the spa on our last day to get ready as we was not allowed late check out and when we went down there to get washed and changed the staff we’re very strange . There is 1 Mirror and one hair dryer and it was absolutely boiling in there. No lock on the shower and the shower was falling apart . No air con . The lady at the reception in the spa wouldn’t let me take my small bag that had wheels on into the spa and made me take all my belongings I needed to get ready with out to then take them into the shower room . It was really embarrassing and made me feel really silly . If you can’t help with late check out for most guests then I would suggest having better facilities for people to get ready and washed as most people then have to travel for a day to get home . I felt a-bit disappointed with the hotel . The staff are lovely that serve the food and drinks but I think everything else needs looking into I have been on many holidays where I have spent a lot less and been provided with a much better experience. It’s a shame as I love Abu Dhabi and convinced my other half to go with me but I would say if you can afford to go here there will be better places to visit . I didn’t really feel like a valued guest . In Dubai at the raffles I felt nothing was ever too much. Here I just felt like a nuisance . I don’t think I would return here just for the lack of accommodating guests . Well done to the restaurant team , bar staff , chefs and pool waiters though you’re amazing . There is about 5 tiny cats that hang about outside the restaurant. If you can please feed them or given them water as they are so small . We had also emailed the hotel a few weeks before arrival and no reply . The food was lovely in the buffet but very repetitive. The best day was Saturday but that was only for one day . I definitely think things need to change abit here and be more accommodating as the grounds...