We were two couples going to celebrate the birthday of one of our party and it was our first trip away from home since COVID- so we were really looking forward to this. WHAT A DISAPPOINTMENT this proved to be. What the hotel has going for it is the desert, the view over the Dead Sea and some of the grounds which have beautiful plants, trees, ibex roaming around and lots of gorgeous birds. Lucky for us they are not responsible for nature. what they are responsible for is the hotel - and here's where they really fall short.
We had booked for Thursday through Sunday. We had booked two so-called garden rooms described as "superior" - which were anything but. The so-called garden you see in the photographs on their website proved to be a tiny table with two chairs right in front of the glass sliding doors, and overlooking the next set of rooms. No garden. And also no view to speak of, which was why we had paid extra for these so-called "superior"rooms, hoping for a view of the mountains and the sea; instead we were facing the next row of rooms in the next nondescript row of buildings. When we immediately called the desk to ask for a possible change, we were told that everything was booked - but that "of course" if they could do anything to change this, they would. They didn't and from observation over the next 2 days it was pretty clear that those rooms were empty and they could easily have moved us there right away. So much for believing the manager and her claim to be interested in helping us.
The rooms themselves are small, and very basic, barely a cut above what you'd get in a field school, but for LOTS more money. They don't even provide tissues! When our friends in the next room turned on their fan, we heard loud throbbing noises in our room - terrible construction. We called the front desk for help with a technical problem with our air-conditioner, and nobody ever showed up to handle it, even though they promised to send someone.
Our rooms were not cleaned on Friday until about 4 pm , even though we had put out the notice that we wanted them cleaned already in the morning.
The spa is decent, though noisy, and nobody asked the groups of people who congregated at full volume to keep their voices down out of consideration for the other guests.
The food in the main dining room was good, though the ambience leaves a lot to be desired. Think of a summer camp dining room with all the banging and clatter and you'll get the picture. Nothing quiet or peaceful. If you opt to sit outside (weather permitting) you'll have a nicer experience because you get to see the mountains and the Dead Sea, but you're still crammed next to other tables of people.
The dinner we were served on Saturday evening at the tiny bar was abysmal. We ate in the small bar off the lobby - (the dining room was closed because there were not enough people to warrant opening it; most people left after sundown, after shabbat) We were served salad, obviously leftovers from the morning breakfast service, burned bread, and our choice of entrees was very basic, and the food was very basic. And finally, although we had been told that we were entitled to dessert, when the time came, they told us were only entitled to TWO desserts for the four of us. There was no one to complain to, the wait staff was unhelpful and unmotivated. "Not my problem" was the attitude he conveyed. When we went to check out, I asked to speak to a manager only to be told they were all in a meeting but I could write all my complaints out and leave them for them. I opted to write out my complaint here.
This is a crying shame. The location is gorgeous but the place is not. We felt like we were being held hostage by this hotel that can get away with overcharging and underserving because there isn't enough decent competition in the market place.