Best Western Plus Pearl Creek

Merveille

family_with_children

10

Best Western Pearl is amazing, cleanliness, good service and good Staff. I highly recommend this hotel. And there's a good and generous cleaner man named Sajjad. He was so kind

Reviewed from

Ummerfaruk

extended_group

5.0

Decent

Reviewed from

Syed

family_with_children

1.0

During the recent missile strike situation, I traveled from Abu Dhabi in an emergency with my family and booked a hotel through Booking.com for two nights in a Deluxe Room, paying AED 550 online. However, when I arrived at the hotel around midnight, the receptionist informed me that the booking was only for one night in a suite room, which was not what I had booked or paid for. I requested the staff to change the room to the Deluxe Room I had originally booked, especially since we only needed it for a few hours that night, but the receptionist was extremely uncooperative. My family, including young children, had to wait in the lobby for nearly three hours while this issue was being discussed. I contacted Booking.com customer care, and they informed me that a refund could be issued if the receptionist canceled the booking from their side, but the receptionist refused to do so. Due to this situation, I was forced to extend my stay for another night and pay an additional AED 350. The staff’s behavior and the lack of hospitality were extremely disappointing. I am very frustrated with how this situation was handled and will never visit this hotel again. This was a complete waste due to poor management.

Reviewed from

Syed

family_with_children

1.0

Dear Booking.com Customer Support, I am writing to formally raise a complaint regarding a recent booking made through your platform and to request a refund for the inconvenience caused. During the recent emergency situation related to missile strike alerts, I had to urgently travel from Abu Dhabi with my family, including toddlers. I booked a hotel through Booking.com for two nights in a Deluxe Room and paid AED 550 online. However, when I arrived at the hotel around midnight, the receptionist informed me that the booking was only for one night in a suite room, which was completely different from what I had booked and paid for. I requested the hotel staff to change the room to the Deluxe Room as per my booking, especially since we had arrived late and only needed the room for a few hours that night. Unfortunately, the receptionist was extremely uncooperative and kept my family waiting in the lobby for nearly three hours. This caused significant stress and inconvenience, especially for my toddlers. I contacted Booking.com customer support during this time, and I was informed that a refund could be processed if the receptionist canceled the booking from the hotel’s side. However, the receptionist refused to cancel the booking. Because of this situation, I was forced to extend my stay for another night and pay an additional AED 350 from my own pocket. This experience was very disappointing and stressful. I request Booking.com to investigate this issue and kindly process the appropriate refund for the amount paid, as the booking conditions were not honored and the hotel staff failed to cooperate. I would appreciate your prompt assistance in resolving this matter. Kind regards, Syed Ali Zubair

Reviewed from

Shaikh

extended_group

10

Fantastic

Reviewed from