Mövenpick Hotel & Apartments Ghala Muscat

Dear sir/madam I would like to formally express my dissatisfaction with my recent stay at Mövenpick Hotel Muscat during the Eid holiday period. Unfortunately, the overall experience fell significantly below the standards expected from a hotel of your reputation. One of the most concerning issues was the severe overcrowding at the breakfast restaurant. The restaurant's capacity was clearly insufficient to accommodate the number of guests staying at the hotel. Guests were required to wait in long queues, in some cases for nearly an hour, simply to find a seat. This resulted in widespread frustration among customers, with several guests openly expressing their dissatisfaction and requesting refunds. The situation appeared to have escalated to the extent that private security personnel were stationed alongside reception staff to manage complaints from unhappy guests. This created an unwelcoming atmosphere and reflected the scale of customer dissatisfaction during the period. The excessive pressure caused by the overcrowding also had a noticeable impact on service quality. For example, the staff member at the egg station interacted with guests in an aggressive and unprofessional manner. In addition, the room service meal delivered to my room was not what I had ordered and had to be replaced after I raised the issue with the kitchen. Furthermore, at approximately 9:00 PM, I witnessed two hotel employees shouting and arguing with each other in the third-floor lobby, which was highly inappropriate and unprofessional. Effective risk mitigation and contingency planning are fundamental elements of modern hospitality management. The significant increase in guest numbers during Eid holidays is entirely predictable and should have been anticipated and managed accordingly. Unfortunately, the conditions experienced during my stay suggest that adequate planning was either not undertaken or was ineffective.

Sadly not much. - check-in staff were nice but when I pointed out that they had me down as Mr instead of Ms, they told me I must have made a mistake in my booking.com profile (no, I didn't) and it was not corrected throughout my 4-night stay - good food choice at breakfast but most hot food was cold - great location and easy drive from airport - comfortable bed for me, my partner didn't like it

- my request for a quiet room was ignored and we were given a room right in front of a busy sitting area where kids tended to run and scream, so I insisted on a quieter room the next morning - rooms were not checked if they were ready for occupation: our first room smelled strongly of fish, so we asked someone to freshen the room and when changing rooms the next day, the a/c was not working and I had to call the engineers to fix it - on my first morning I had to queue 40 minutes just to get into the breakfast room which was unbelievably noisy, the cook quit in front of me so no yummy eggs for me and kids ran amok - in general eggs were cold even coming from the kitchen, most people left the lids off so food cooled down instead of staying warm or hot and kids were running around everywhere - they need a quiet area where people can chat and enjoy breakfast that is hot - we wanted to use the pool on the third night but a pool party was going on with lots of drinking, smoking and dancing so we opted to stay in the room (the music from the pool party could be clearly heard in the room until almost 10 pm) - on the last night we checked the pool again and found it full of small groups of people who ran and jumped in, splashed each other and screamed a lot; again we decided not to swim which I was very unhappy about

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