Best Western Plus: Pearl Creek Hotel

I arrived around midnight with my family, including young children, after traveling from Abu Dhabi in an emergency during the recent missile strike situation. I had booked two nights in a Deluxe Room through Booking.com and paid AED 550 online, but the receptionist said the reservation was for one night in a suite, which wasn’t what I booked or paid for. I asked to be moved to the Deluxe Room I’d booked, especially since we only needed it for a few hours that night. The receptionist was extremely uncooperative. We waited in the lobby for nearly three hours while trying to sort it out. Booking.com customer care told me a refund could be issued if the receptionist canceled the booking, but they refused. I ended up having to extend the stay another night and pay an additional AED 350. The staff’s behavior and lack of hospitality were extremely disappointing. I’m very frustrated with how it was handled, will never visit this hotel again, and feel this was a complete waste because of poor management.

We had to stay longer because of the war situation, and the staff made us comfortable. The reception, room service, and restaurant teams were great. Since we’re vegetarian, manager Vijay and his team at pearl restaurant made sure we had vegetarian food. We really appreciate their service.

There were cockroaches on the reception counter and in our room. Cleanliness gets 0/5 stars, and service was 0/5. The hotel itself doesn’t deserve even one star. What we went through was devastating, and I hope nobody else has the same experience. The bald guard on morning duty gave us misinformation. We clearly asked whether visitors were allowed, and he said yes, they just needed to show their emirates id at reception. But the acting manager, Ahmed, was extremely rude and discriminated against customers according to their nationality. Another customer inquiring with us was told there were no rooms left, but when the Arabic guys came, suddenly there was an available room. The guard Ganas and Ahmed were very unwilling to help. I understand they were following hotel policy, but the information we were given was wrong. Overall: -10/5 stars.

Anna at the front desk was so professional and kind, and I want to thank all the hotel staff. The restaurant food was excellent too. Natees and Suzite made dining there a pleasure, they’re true professionals. I highly recommend the hotel and will return on my next venture. Mr. Canada