Rehana Resort

My family and I reached the hotel at 8 p.m. after a long day of travel, expecting a straightforward check-in. The staff said they couldn’t find our reservation in the system. The receptionist put me on the phone with a booking manager, who suggested moving us to Jewel Al Nasr. I came away feeling the hotel had received our booking but was refusing to honor it. When I asked to speak with the hotel manager, they offered us a room only if we paid extra, even though I’d already paid for the reservation in advance. We were left stranded late in the evening, stressed and inconvenienced, despite having a confirmed booking. I’d booked through an app, using a third-party provider. Afterward I contacted Booking.com Customer Service, but they only forwarded emails to the provider and offered no real help or solution. The whole experience was upsetting and unprofessional. I won’t book at this hotel again, and I’m extremely dissatisfied with the lack of accountability from both the hotel and Booking.com. Thanks, Booking. Thanks, Rehana Plaza Hotel.

I had a confirmed, fully paid reservation through Agoda, but when I arrived late at night the reception said there were no rooms and refused to check me in. I received no warning by email or phone beforehand. Having to look for another hotel with my luggage at night, and pay for it myself, caused a lot of stress and inconvenience. This looks like overbooking and poor management. A confirmed booking should be honored. I can’t trust this hotel to respect reservations and don’t recommend it.

I wish this could be rated zero. Our stay at Rehana Plaza Hotel felt misleading and exploitative, with unfair treatment and poor management throughout. The property has two different sections, Classic and Standard. Classic rooms are clearly better and match the online photos. Standard rooms are in older buildings, with worn carpets and dated interiors that look nothing like the advertised rooms. We booked a Classic room, but were put in the Standard building. Staff acknowledged that Classic is better, then said none were free for 1-2 days, even though availability had been confirmed when we booked. Management first asked for an extra $15 per night, then lowered it to $5, on top of what we’d already paid. Their explanations kept changing and contradicted each other. Guests booking through Booking.com get Classic rooms, while guests booking through agencies are automatically moved to the old Standard building, even when the online booking shows Classic. Two relatives traveling with us were allowed to stay in Classic for free after making excuses, while other people were pressured to pay. When we pointed this out, the manager said she could call them and make them pay, despite having already let them stay for free. It felt arbitrary and intimidating. The room and facilities were poor: dirty sheets, old carpets, exposed boiler and plumbing, just one roll of toilet paper, and Wi-Fi that kept disconnecting. Security and organization were lacking too, with basic key locks, no wristbands, security asking for room numbers in the lifts, and a poorly managed pool. Loud music every day and smoking in reception made the environment unpleasant, with no enforcement of basic standards. I’d strongly advise people to avoid this hotel.

Really disgusting. They’re friendly to local people, but not to foreigners. We got a room in another building that stank of urine and was filthy. We’d already paid, unfortunately, but left right away.