Saadiyat Rotana Resort & Villas — Restaurant in Abu Dhabi

5-star resort, but be prepared for frustrating interactions with staff

Despite the stunning setting and excellent facilities at Rotana Saadiyat Island Resort, the service we experienced was repeatedly disappointing—well below what you would expect from a 5-star resort.

Our issues started at check-in: we were assigned the wrong room type (twin beds, when we had booked a king). When we raised this with reception, they casually suggested we “just push the beds together.” After insisting, we were finally moved to a king room, with assurances that our luggage would be transferred. It wasn’t.

After 40 minutes of waiting and several confusing phone calls with reception (including one asking if we could name the staff member who checked us in—of course we couldn’t), nothing had happened. My husband eventually had to go to reception himself, where staff seemed unaware of the issue. He ended up retrieving our luggage alone from the original room, with no escort or assistance—dragging it through the lobby while staff looked on. Humiliating and completely unacceptable. When we raised this again with the front desk, the attitude was defensive, not apologetic.

The manager did eventually acknowledge the situation after a lengthy explanation and offered late check-out and 20% off dinner as compensation, but by then several hours of our only child-free afternoon had been wasted.

Later, dinner at Turtle Bay Bar & Grill sadly followed a similar pattern. After being seated, we placed a drinks order, which simply never arrived. We had to repeat the order to a second server who couldn’t find it in “the system.” Bread arrived, still no drinks or water—this in the May/June heat. Our food was served while we were still without drinks, and we then learned that one of the cocktails wasn’t available (no sake)—something that could have been communicated much earlier. By the time drinks finally arrived—50 minutes later—our food was going cold. One drink was comped, but the experience was more stressful than enjoyable, especially with the duty manager and chef coming over to ask for feedback mid-meal when we really just wanted to relax. The restaurant’s "fine dining" label simply doesn't match reality.

The next day, despite having been granted a 4pm late check-out, our room keys stopped working around midday. Since the lifts require a working key, I had to navigate down the fire escape to reach reception to get them reactivated—yet another inconvenience. While there, I overheard another guest complaining about the same non-existent luggage service.

Around the pool, the atmosphere wasn’t much better: my husband witnessed a staff member crying in the toilets being comforted by a colleague, and separately we saw a customer loudly demanding to see a bar staff member’s ID at the pool bar. It gave the impression that both staff and guests were stressed and unhappy, which unfortunately mirrors our own experience.

To be clear: the resort’s facilities are excellent—the beach, pool, bar, rooms, gym, and especially the spa (Abigail gave me the best massage of my life). But service is inconsistent and at times shockingly poor, which really undercut what was meant to be a relaxing, special getaway.

A 5-star resort shouldn’t deliver 0-star service moments. Based on this visit, we...

I had an unbelievable experience. It was my wife, son, and I who made the trip out. We did a 4-day getaway and found this hotel on AMEX. What drew us in was the availability of suites with 2 rooms. We got a 1,600 sq ft villa right on the beach, with a master bed, full living room, kitchen, and another room with 2 full-sized beds. We wanted to visit Dubai but decided it made more sense to fly into Abu Dhabi and drive to Dubai when we wanted to visit. The drive between the 2 cities is only 1 hr 15 mins. This also shortened our flight time—we flew 5 hrs 10 mins instead of 6+ hrs into Dubai. On our way out, we flew from Dubai.

Abu Dhabi is actually preferable over Dubai—way more chill, relaxed, and offers everything Dubai does or something similar.

Our visit was easily a 5-star. This trip is at the top of our list next to the Maldives. The property and hotel were unbelievable, offering anything & everything you could want, need, or think of. If for some reason they didn’t, they’d figure out how to get it for you. Every staff member I interacted with was the friendliest, nicest, and had the best energy.

We had 24/7 personal butlers, even at 3 AM. Room service was always available, and we were never left hungry. Our villa was stocked with more than enough water—most hotels don’t provide enough bottled water, but we had enough for 4 days! We also had plenty of towels since our private villa came with its own warm outdoor pool.

The weight room was top-notch, with almost everything my wife and I needed. We even did a family workout. They had both a steam room & sauna—perfect heat & steam combo. The buffets were all-you-can-eat, plus 2–3 restaurants if you didn’t want the buffet. The breakfast buffet had every dish imaginable 😵!

They had a kids' area, though we didn’t use it. Ride services were easily arranged anytime we needed them.

The beach access was unreal—some of the clearest, bluest waters in Abu Dhabi & Dubai.

When we return, we’re staying here again despite other options. They won us over, and we’ll visit many more times before trying another resort or hotel.

Overall, 0 bad experiences, issues, or problems.

I don’t drink, but they had bars on the beach, in the hotel, and in the back, with great-looking drink menus.

Plenty of shaded areas—cabanas, day beds, lounge chairs with umbrellas, & covered spaces if you didn’t want to sit in the open.

This has to be one of the best hotels in Abu Dhabi!!! Thank you.

Almost forgot—our villa was on the backside of the property, away from the main area, yet we had crystal-clear WiFi! This has been an issue at other hotels, but here, we had strong WiFi in every inch of our villa. Anytime we put our "room needs to be cleaned" light on, it was magically cleaned within 30 mins—almost like someone was just waiting for us to leave. The villa was spotless, and we had no mosquito or fly issues—maybe 1 or 2 got in, but no problems...

A Hotel That Proves People Make the Place – Especially at Saadiyat Rotana

When you’ve travelled as much as we have, you begin to notice something: every luxury resort starts to feel… familiar. The sparkling pools, the plush cabanas, the private stretch of beach — it’s all beautiful, sure, but often interchangeable. So what, then, makes a stay memorable? What cuts through the sameness?

For us, the answer has become clear over the years: the staff and the food. That’s what you remember. That’s what stays with you long after you’ve unpacked your bags and returned home.

Saadiyat Rotana fits the mould of a stunning beach resort. It really is jaw-droppingly beautiful. Saadiyat Island itself is a gem — powdery white sands that rival the Maldives, and water so clear and still it looks like glass. You could be forgiven for thinking you’d landed on a remote island in the Indian Ocean. But still, as dazzling as it is, beauty alone isn’t what earned this review.

What truly set this trip apart — and what will bring us back — was the people.

Though the general manager was away during our visit, it’s obvious he’s poured time and care into building and training a team that genuinely gets hospitality. The staff were kind, attentive and warm, never intrusive but always ready to help. Nothing was too much trouble, and that kind of service is priceless — especially when travelling with young children.

If you're travelling as a family, I highly recommend opting for the lounge access. It’s a peaceful retreat from the main areas, and for a modest additional cost, it delivers incredible value — not just in food and drinks, but in the quality of service. We felt looked after in a way that was personal, not perfunctory.

And for us, travelling with a child who has gluten allergies, the real test of a hotel is how seriously it takes those dietary needs. Saadiyat Rotana passed with flying colours. From gluten-free buns to pasta, noodles, chocolate pancakes and more — they had it all covered. No stress, no awkward moments, just flawless attention to detail.

The absolute star of the show was Su, who runs the lounge. Su has been nothing short of incredible. She coordinated our son’s meals with precision, arranging with each restaurant in advance and ensuring he had safe, delicious options every single day. She made our stay not only easier but genuinely enjoyable — and as any parent of a child with allergies will know, that peace of mind is everything. Su is a consummate professional, and she’s the reason our trip felt so relaxed and stress-free.

There are a hundred lovely things I could say about this hotel — the setting, the food, the facilities — but if you're considering coming here, come for the people. They’re the...