Our stay was horrible. On Wednesday, 5 June 2019, ...

Our stay was horrible. On Wednesday, 5 June 2019, Lina the sales manager contacted us as we are frequent guests and messaged us the availibilty of the rooms (captures of the whats app messages are sent to anantara). Based on these messages, we called the room reservations and requested the 3 bedroom villa for 2 nights from Saturday 8 June 2019 to Monday 10 June 2019, and we agreed on these dates as it was told from Lina that minimum of two nights only should be reserved. The man from the room reservations told us that the price is 18,000 for two nights and we agreed on that. A confirmation has been sent to our email and to be honest we did not check this email, because we trust the resort and continue to book with no problem.

On Sunday 9 June around 11:00 am the Buttler asked about the check out and we told him that our check out is on Monday. Then the reception called us telling us about the confirmation and told us that in the confirmation we reserved only for one night. We explained what happened after many calls. Then Lina came to our room in a very bad behavior, she did not welcome any discussions even though we tried to explain everything. She even had the whats app chat opened knowing that we reserved based on what she have sent. We asked her about the policy of minimum 2 night stay she said that we talked on Monday one week ago and actually we talked on Wednesday and i have an evidence. Moreover, she added that this policy can change in every hour but actually i reserved the villa for the reservation center half an hour after. Her main argument was that we were mistaken because we did not check the confirmation letter after the reservation, which is very ridiculous because most guests don t check the confirmation letter when they are regular guests and have a relationship with the resort, especially when we were personally contacted because we re regular guests.

Anyways, Lina left the room without and solutions, and Hisham the villas operator came to our villa around 1 pm to discuss the situation. He was very welcoming and listened to everything and at last he said that Lina was mistaken, and that 99% of customers dont check the confirmation, and we either check out and accept a compensation, or stay, then he mentioned that legally they have the right to make us check out, we asked him what he meant by that and he didn t clarify anything and walked out.

Around 5 pm we had a call from the police telling us that we committed a violation and must pay a fine. This shows how extremely offensive the customer service is, we had never experienced anything like this in our lives. In the check out we met the resort s manager Tariq and even he was very rude and refused actually listening and understanding like we were criminals! We tried explaining the issue and all he cared about is a 109 QR for the mini bar. He even didn t respect my mother talking to him which is very disrespectful.

When regular customers agree on the reservation and the person who makes the reservation makes a mistake, this person should be responsible and not the guest. Common sense speaking.

The management team was very rude especially Tariq and Lina and i think a Hotel as big as Anantara need a management team that respect the customers especially people who comes often. They did not respect us and did not even respect the guests that are with us.