Guest（Business traveler）
2025-12-01
One of the most disappointing hotel experiences I have ever had.
My recent stay at the Sheraton Khalidiya Abu Dhabi was profoundly disappointing and fell far below the standards expected of any reputable hotel, let alone a Sheraton. The core issues were systemic:
a) Misrepresented Accommodations: I booked a "newly renovated" room through Trip.com. Upon arrival, I was given a room that was anything but renovated. The furniture was cracked and outdated, there was a musty smell, and the bathroom showed visible mold. Shockingly, the Front Office Manager, Mr. Tariq, admitted rooms have not been renovated—only the corridor carpets were replaced.
b) Removed from Marriott Bonvoy: Mr. Tariq also confirmed to myself and another guest (a Marriott Bonvoy Platinum member) that the hotel has been removed from the Marriott Bonvoy system for failing to meet the minimum brand standards. This explains why loyalty benefits cannot be used or earned here, and you will not find this property on the Marriot Bonvoy booking system.
c) Unprofessional Service & Neglect: Service recovery was non-existent. After my shirt was damaged at 2am by their broken hangers, Mr. Tariq verbally agreed to a small reimbursement but then ignored all follow-up. I passed him the original receipt (USD 15), and they refused to reimburse despite empty promises so to do. This minor issue, emblematic of a larger problem, was met with deflection and inaction by the management, requiring me to follow up multiple times without success. Such disregard for a simple guest commitment erodes trust completely. Other failures included a leaking iron that ruined more clothing, long delays for basic items like a clean glass, slippers that tear within a short period of wearing, and an attempt to charge for a cup of ice.
d) Unfit for Professional Travel: The state of the hotel was so poor that my colleague and I were too embarrassed to invite business clients for a meeting or meal on the property.
The one positive note was Mr. Kesech Degaga, the Restaurant Manager. She was genuinely friendly, attentive, and provided service that reminded us of what this brand should be. It’s a shame her efforts are overshadowed by the property's overwhelming failures.
To sum up, I have traveled globally for decades across many hotel brands. I have never seen such a stark gap between a brand's promise and a property's reality. This hotel does not currently operate as a Sheraton. Until proven otherwise, I would strongly advise any traveler—especially for business or seeking Marriott benefits—to look elsewhere.
