The SLS hotel experience was problematic from the moment we arrived on the island. Shura Island security said we couldn't drive to the island and told us to park in Turtle Bay. From booking to arrival, there was absolutely no information or guidance from the SLS hotel regarding how to get to the island. We called the hotel front desk three times, leaving our names and numbers and being promised someone would contact us, but still received no guidance or assistance. Finally, after spending over half an hour driving back and forth between the island's gate and parking, we finally found the shuttle bus location by asking parking security at other hotels. After waiting in our own car for half an hour, a shuttle finally arrived at the hotel front desk, and we began check-in. Then came the shock: the hotel asked if we hadn't paid for the shuttle bus, even though there had been no mention of any charges along the way. I asked if there was an additional charge upon departure, and received a nonchalant "yes." This unexpected cost was eventually covered by the agent, which was a relief.
The hotel pool was nice, with the facilities and entertainment expected of a resort hotel. The poolside snacks were also quite good; you could enjoy a sunset shimmer while watching the sunset by the sea.
The hotel room facilities were good, but some details could be improved. For example, the bar was located inside a glass shelf that couldn't be pulled out, forcing guests to bend over to make coffee. The shower water pressure was also insufficient, and the water temperature was inconsistent. Hopefully, these details will be gradually improved.
The breakfast service also had room for improvement, mainly due to the inconsistent skill levels of the staff. In the Filia restaurant, there were three types of staff uniforms: white, dark blue, and orange (later I discovered a fourth: red and white striped plaid shirts, and a fifth: light blue shirts). At first, I couldn't tell who the servers were. I ordered eggs from one server, who said he would go get the menu. After waiting a long time, I called another server, who said the restaurant didn't have a menu… I asked for orange juice, and he said the restaurant didn't have orange juice. I pointed to the orange juice on the next table and asked what that was. He said he might have some now and would go ask, but he never returned… I persisted until I asked a fourth staff member, who finally brought me a glass of orange juice. I wonder if these four or five different uniforms represent different skill levels?
The breakfast selection was exquisite and delicious. The croissants and several signature Arabic dipping sauces showed the chef's dedication. Sitting by the curtains, gazing at the azure sea outside, was very pleasant.
When checking out, I called to request a shuttle to my door for my luggage. After waiting for twenty minutes, a staff member rang the doorbell and opened the door himself without waiting for me to open it. It turned out he wasn't there to collect my luggage, but to check on the minibar spending! Absolutely outrageous. I almost missed my subsequent island shuttle reservation. Regarding the island shuttle booking, I disagree with the hotel front desk calling me at 10:30 pm after my child had fallen asleep to book the shuttle. It woke my child up, and the front desk didn't seem to see anything wrong with it.
Overall, the hotel has the location and facilities of a five-star resort, but the service and attention to detail need improvement. Compared to other resort areas in the surrounding region, such as Alula in the north of Qatar, Hurghada and Sharm across the Red Sea, and even resorts on the east coast of Qatar across the Persian Gulf, the SLS Hotel itself has many areas for improvement. Due to time constraints, I didn't have time to explore the amenities outside the hotel on Shura Island (I'll have to explore those myself when I have time; there was no information provided by hotel staff during the booking, check-in, and check-out processes).
Considering its Red Sea-adjacent resort location, the base price of 5,000 RMB is reasonable, but the current service level certainly doesn't justify the price. Based solely on this experience, I would not consider vacationing here again. Furthermore, I emailed the hotel reservations department about the unpleasant experience on the night of my arrival, and more than a week after my departure, I have received no feedback. I hope the hotel will address these issues, prioritize customer experience, and actively improve service consistency to create a pleasant surprise for future visitors.
Original TextTranslation provided by Google
