"Very disappointing experience. They completely ruined my wife’s birthday. I called multiple times to confirm there would be a day pass available, and each time they assured me it was fine. Based on that, I also booked a massage. But when we arrived at 11 AM, they suddenly said it was full and refused to let us in. I explained it was a special occasion and that I had confirmed everything in advance, but the staff were unhelpful and showed no flexibility. I asked to speak to the manager, but they refused to come. We had our kids with us, including a 6-month-old baby, and ended up wasting over an hour before leaving to find another place. For a 5-star hotel, this level of poor service and lack of professionalism is unacceptable. I would not recommend it."

"We were due to check out on the day airspace was closed due to missile threats, with government alerts instructing everyone to immediately shelter indoors. Within 12 minutes of that alert, I booked an additional night at the hotel as we had no way to leave. When I got to the room, I realised the rate was almost double the previous nights. It did include a better view and larger balcony, but given we were required to stay indoors and it was 6pm, this added no real value. The following day, with no flights available for at least another two days, I moved to a different hotel. On arrival, they asked why I had left St. Regis and informed me that my stay could potentially have been covered under a government support scheme, something that was never mentioned to me at checkout. I was then told the scheme only applied if I had remained at the same hotel, resulting in additional costs. After returning home, I contacted the hotel. They initially claimed I had booked my room before the missile threats, which I disproved with timestamps showing the booking was made after the government alert. Despite acknowledging this, they maintained they could not confirm the booking was related to the situation and declined any goodwill gesture - even though we all heard and seen missiles being intercepted in the sky that day. The hotel also confirmed they were made aware of the government support scheme on the Saturday evening, and I checked out on the Sunday. Despite this, no one informed me of it at any point, and I was later told it was my responsibility to ask if I wanted to be included (in a scheme I wasn’t aware of). Given the circumstances, active missile threats and airspace closure, that position is hard to justify. The response throughout was a repetition of policy rather than any willingness to apply judgement in an exceptional situation where guests were unable to leave. Only after escalation to Marriott International was a gesture offered in the form of resort credit, valid for 12 months. As I have no plans to travel within that timeframe, this has no value. Our local government still advises against all but necessary travel. The stay itself was fine when everything was normal. Faced with a situation like this, the hotel chose to rely on policy rather than judgement."

"From the moment we arrived, we were made to feel incredibly welcome, and the level of service throughout our stay was outstanding. A very special thank you goes to Mr. Brandon Sequeira at the front desk and our Butler, Ahmed Abdelrahman, who both went far above and beyond to make our stay very special. Their professionalism, warmth, and attention to detail made all the difference and turned a wonderful stay into a truly memorable one. We are very grateful for their kindness and dedication, and we very much look forward to being back again soon."