The Ritz-Carlton Abu Dhabi, Grand Canal — Hotel in Abu Dhabi

I've had the benefit of being a frequent traveller to the UAE for over 20 years and have stayed in a variety of 5 star hotels across the emirates. For the first time in 10 years worth of trips to Abu Dhabi, we chose to stay a different hotel and chose the Ritz Carlton for a 2 week trip this September.

We had previously celebrated New Year (in 2015, 2016 and 2018) at the hotel and while that had always been fantastic, there was a slight concern that the hotel may be too big for what we were looking for: the famous impeccable UAE hospitality and services. however, were we proven wrong.

The hotel and its grounds are indeed grand and incredibly beautiful but do not let this deceive you into believing that you won't get incredible service throughout this fantastic hotel.

From the moment we checked in with the lovely and welcoming Ira, it was clear that the staff would be their utmost to ensure our holiday was as restful and luxurious as possible.

I (a female, non-resident) travelled with my mother who uses a walking stick and requires a wheelchair for any distance over 50 metres and upon checking in and without me even voicing my concerns about my mother's ability to make it around the hotel, Ira ensured we were in an easily accessible room in the main building which meant that my mother would have some ease in navigating her way to the entrance and to breakfast and the pool without running herself ragged.

I informed Ira that we had been hesitant to book at the Ritz Carlton because we had previously been so wedded to our 'holiday home' for the previous 10 years across the canal and had only decided to move away due to the crowding and sheer amount of pool day pass people that would attend that hotel every Friday, Saturday and Sunday due to the cheap price of tickets and additional discounts offered to local teachers/school staff in the area. This made it impossible to relax or want to be in the hotel during the weekend.

Ira assured me that this would not be the case at the hotel and she and the staff would work to ensure once we'd experienced a stay at the Ritz Carlton, we'd likely rebook, and I can say wholeheartedly without a doubt that we will definitely be back and this time for 3 weeks of pure indulgence.

The breakfast buffet was likely the best and most varied buffet we have ever indulged in. Tanika (one of the managers) was the kindest host who would go out of her way to ensure our favourite dishes were available and even arranged for my favourite pastries to be made fresh one morning (by the in-house pastry chef, so none of those 'ordered in pastries!) and delivered to my table still warm. She also kindly arranged for us to have a table close to the buffet each morning so that my mother was able to walk with ease as the restaurant is rather big.

Our days were spent by the pool being completely pampered by the team there and we have to give incredible thanks to the star of the recreation team, Rafiq, who went above and beyond every single day to ensure we had every comfort - he saved loungers for us by the steps into the pool to assist with my mother's mobility concerns, and ensured we had enough water, cold compresses and shade every day that we truly felt spoilt. While I appreciate those who are familiar with UAE hospitality will view this as a norm for any 5 star hotel, it is the fact that all of these actions (and many more) were carried out by Rafiq without any expectation and without us having to ask for it to be done. The staff (led by Rafiq) simply want to ensure you are comfortable and happy rather than feel that they have to do things for you. Rafiq is a truly lovely person and an absolute credit to the hotel.

We are also so grateful to Kamran (F&B Supervisor) and Janak for their gracious hospitality and kindness shown to us both. Their service was simply sublime and they truly made our holiday wonderful.

If you're looking to be pampered at a stunning holiday with some of the best facilities in Abu Dhabi, then I strongly urge you to book a break at the...

Formal Complaint – Unacceptable Racist Experience at Ritz-Carlton Grand Canal I am writing to formally express my deep disappointment regarding our recent family stay with our 2 kids (Room Numbers 2543, 2542) at the Ritz-Carlton Abhu Dhabi, Grand Canal from February 24–27, 2025. Unfortunately, what should have been a memorable experience at a world-renowned brand turned into an extremely humiliating and distressing ordeal for my family. The service we encountered at the breakfast area was nothing short of appalling. On multiple occasions, we were subjected to rude and discriminatory behavior from the staff, particularly from two servers, Subinita and Tanika. The most shocking incident occurred when my wife was asked to vacate a table while in the middle of her breakfast, under the pretense that the table was already taken. When we questioned the reasoning—pointing out that there was no reserved sign—there was no valid response, only incoherent justifications and rude behavior by Subinita. There were other guest with us who had also noticed that the staff at the restaurant had similar rude behavior with a particular race. There was a clear racism angle to this whole incident.

We immediately escalated our concerns to the restaurant manager, Fabrizio Bosco, who, instead of focusing on the grievance, first inquired whether we were part of a wedding or event group or booked the hotel on our own. This was irrelevant thing to ask the hotel guest. The intend seemed to us "was to profile the hotel guest affordability”. This was deeply offensive. The whole experience left us feeling utterly humiliated, forcing our family to leave the restaurant without having our prepaid breakfast for on 25 Feb morning.

Fabrizio did highlight that what has happened unfortunately cannot be undone, and he requested if anything he can do, so that our experience changes for the remaining days further requesting us to give them a chance to impress us. However, to our surprise for the remaining stay on 25 half day, 26 and 27 Feb no one bothered to connect with us to check on us or to even follow up or an apology that we specifically asked them to provide.

Same day (i.e. February 25), we brought this issue to the attention of the Hotel General Manager, who assured us that an investigation would take place and that appropriate action would be taken. It’s been over a week, and we have not received any feedback or an acknowledgment, and no resolution on the outcome of our complain has been made. This only raises concerns about the seriousness of the investigation and Ritz Carlton’s willingness to address such serious complaints.

At a prestigious hotel like the Ritz-Carlton, such behavior is completely unacceptable. Racism and discriminatory treatment have no place in the hospitality industry, and guests should never have to endure such humiliation, especially at a brand that prides itself on luxury and service excellence.

We expect: A formal response detailing the outcome of your investigation. Clear accountability for the behavior of your staff. A commitment to ensuring that no guest faces such a racial treatment in the future.

Until then, I strongly discourage fellow travelers from staying at the Ritz-Carlton Grand Cayman. Charging premium prices while subjecting guests to substandard and discriminatory treatment is simply unacceptable.

I look forward to your...

During our recent stay at the Ritz Carlton, we were truly impressed by the exceptional level of service provided by the staff. Among the many dedicated employees, two individuals stood out for their outstanding contributions to our wonderful experience: Prabhu and Shameer.

Prabhu, who worked in the lounge, made our stay incredibly enjoyable and relaxing. His attentiveness and keen eye for detail were immediately evident. Prabhu ensured that every visit to the lounge was a delightful experience, with personalized service and a warm, welcoming attitude that made us feel right at home. Whether it was recommending the perfect drink or remembering our preferences, Prabhu’s dedication to making our stay special did not go unnoticed.

Shameer, who worked at the bell desk, also provided an extraordinary level of service. His friendly demeanor and willingness to go the extra mile left a lasting impression on us. What made Shameer’s service even more remarkable was his enthusiasm in helping me brush up on my Arabic skills each time we met. His patience and encouragement were deeply appreciated, and his efforts added a unique and memorable touch to my stay. Shameer’s commitment to excellence and genuine care for guests’ needs truly set him apart.

The overall experience at the Ritz Carlton was nothing short of exceptional, thanks in large part to the remarkable efforts of Prabhu and Shameer. Their professionalism, kindness, and genuine dedication to customer service made our stay unforgettable. We highly recommend the Ritz Carlton to anyone seeking a luxurious and personalized experience, and we extend our heartfelt thanks to Prabhu and Shameer for making our visit truly special.

We eagerly look forward to returning and creating more wonderful memories at the Ritz Carlton.

Edit: unfortunately you can only leave one review per account.

On my second visit to the Ritz Carlton I was once again reminded why this hotel sets the gold standard for luxury hospitality. Even in such a brief visit, the staff made me feel truly valued and cared for.

Prabhu, whom I had the pleasure of meeting during my previous stay, immediately recognized me and welcomed me back with genuine warmth. That simple gesture of being remembered made me feel incredibly special and reinforced the Ritz Carlton’s reputation for personalized service. His attentiveness in the lounge, paired with his thoughtful and professional manner, elevated every interaction and made my return feel like coming home.

I also had the pleasure of meeting Tarsem during this stay, and he was an absolute standout. His professionalism, kindness, and proactive approach to ensuring every detail was perfect left a lasting impression. Tarsem’s ability to balance efficiency with genuine warmth exemplifies the very best of Ritz Carlton service.

Though this visit was short, the impact of the service provided by Prabhu and Tarsem was profound. They embody the spirit of hospitality that makes the Ritz Carlton so exceptional. I left once again with wonderful memories and a deep appreciation for the staff who go above and beyond to make every guest feel valued.

Thank you to Prabhu and Tarsem for making this stay so memorable—I look forward to...