Riyadh Marriott Hotel

The food was a bright spot. There’s a good range of options and generous portions, with plenty at breakfast and especially nice items made to order. I also liked the complimentary evening snacks at the M club, though I only managed to get there three times during the 6-8 pm service. The hotel is well managed, but the amenities I booked for, including the tennis court and heated pool, were all under renovation. I only found out at check-in. They had no reopening date, and there was no update during my stay of more than two weeks, despite the renovations already having lasted a month. They should let guests know in advance or charge less when those facilities aren’t available. Some staff were genuinely nice and good at their jobs, while others greeted and treated people differently based on skin color. I also had a bad experience at the Marriott Bonvoy helpdesk. I asked about Emirates priority check-in and boarding with Marriott Bonvoy Platinum status. The person at the desk didn’t know, then brought over his manager, who was passing by. The manager responded arrogantly, told me to ask Emirates what he was supposed to do about it, and made faces. That was the worst part of my stay.

I wasn’t sure what to expect when I booked. I normally stay at another Marriott brand in Riyadh, but it was sold out, and the remaining hotels were either pricier or had fewer stars. This was the only five-star option priced like a four-star or lower, so I took a chance, wondering whether the lower rate would mean worse service, rooms, or food. It didn’t. I really enjoyed my stay. Getting around was the main drawback. It seemed to take a long time to reach anywhere, though Riyadh’s well-known traffic may have been the reason.

The property is old, but it’s in a great location and well maintained. The staff were all lovely and couldn’t have been more helpful. My non-smoking room did smell quite bad on the first day, though.

For a business trip, the location worked well, and I especially liked the bright, cheerful executive lounge. La Cuccina, the Italian restaurant, was outstanding. Housekeeping and restaurant staff were very good. The rooms felt dated and somewhat claustrophobic, with dark interiors and just one small window. The reception and front desk staff, who were all locals, came across as grumpy and unhelpful. They were often looking at their phones and seemed annoyed when customers interrupted with questions. I’d booked a hotel car for airport pickup, but it never showed. I called three times and was kept on hold for a long time or given vague assurances to wait a few more minutes. After 45 minutes and those three calls, they told me to take an Uber. I complained to the manager, who apologized and tried to make up for the service lapses and staff attitude. I still think the hotel needs to improve its customer service.