Hilton Salalah

Briefly Everything was perfect

I had a wonderful stay at Hilton Salalah and would definitely recommend it. The rooms were comfortable and clean, the staff were friendly and professional, and the hotel’s facilities and location were excellent. Overall, it was a very enjoyable experience. My only concern was the noise coming from the bar, which was quite noticeable and disruptive to guests, especially during the evening. I hope the hotel can find a way to minimize the disturbance while maintaining the atmosphere. Overall, it was a great stay, and I would be happy to return in the future.

Everything in the hotel regarding facilities and amenities are very good. It has a welcoming atmosphere and ambience. It has a decent enough kids entertainment room. Pool was well maintained. Staff outside, including cleaners were helpful and well mannered. Breakfast was excellent. Ajal who was serving pastries was outstandingly hospitable. Dining for evening restaurant needs to be more be better value for money, like Yas Island hotel's like W hotels by Marriott or Muscat's Crowne Plaza and Holiday Inn in Seeb. Staff were not attentive to simple room checks like the AC control unit in our room was worn out so the LCD display had to be changed. This should have been checked and changed prior to my arrival. I woke up at 3am realising it was out of order. Upon calling the reception night supervisor, I was not given any explanation nor apology, I felt like they werr simply lacking basic customer courtesy over the phone. So they need more training.

Our experience was extremely mixed, and unfortunately, what should have been a great stay ended on a very disappointing note. We initially booked two nights, planning to extend our stay if we liked the resort. At check-in, we were informed that our booking was only for two adults and that our two children were not included, despite our confirmed reservation clearly stating 2 adults, 2 children with half board. Thankfully, Abdul at the front desk handled the situation professionally. He asked for a little time to investigate and within 10 minutes confirmed that everything had been sorted. Thanks to him, we enjoyed our two-night stay. However, it appears there is a recurring issue between the hotel and online booking platforms. Friends of ours who stayed just a week before us experienced the exact same problem. This suggests the issue is not an isolated incident and the hotel should have a proper process in place instead of making guests deal with the consequences. Since we enjoyed the resort, we booked another night through Agoda. We emailed our booking confirmation to the hotel, only to be told they had no record of the reservation. Even worse, we were told that even if they received it, it would only be valid for two adults, despite our confirmation clearly stating 2 adults and 2 children. The attitude of the front desk staff during this second interaction was shocking. There was no effort to investigate, no willingness to contact Agoda, and no attempt to resolve the issue. We were simply told, “This is what it is.” When we asked if they were effectively asking us to find another hotel, the response was, “Go ahead.” For a five-star resort, this level of customer service is unacceptable. When guests have a confirmed booking and there is clearly a discrepancy between the hotel and the booking platform, the least you expect is for staff to investigate and try to help. Instead, we felt completely dismissed and unwelcome. The only reason this review is not entirely negative is because of the excellent restaurant team. Chef Naved deserves special recognition. He noticed we hadn’t eaten much at dinner and, after learning that we are vegetarians, personally prepared a delicious meal for us. His kindness and genuine hospitality were in complete contrast to the attitude we experienced at the front desk. It’s unfortunate that a resort with such beautiful surroundings and some outstanding staff allows poor front desk service and unresolved booking issues to overshadow the guest experience. We left feeling that once there was a problem, the hotel simply didn’t care about keeping us as guests. We had every intention of extending our holiday at the resort, but instead we were left looking for another hotel.