SIRO One Za'abeel

I am extremely disappointed with my entire experience, which fell far below even the most basic expectations of hospitality. What should have been a relaxing visit turned into a frustrating and exhausting experience across multiple departments. Starting with Culinara Restaurant, I went for breakfast at 9:00 AM and was informed that I was the only guest due to low occupancy. Despite this, the service was shockingly poor. I made a very simple and clear request: to have all my ordered items served at the same time. My order included mashed avocado with chopped green chili on toast topped with sunny-side-up eggs (two portions), along with grilled asparagus and sautéed mushrooms on the side. While waiting, one of the team members (who appeared to be from the Philippines) spoke to me in a sarcastic and inappropriate manner. She raised both her hands and said, “So you want all your order together???” I was genuinely shocked by her tone and body language. Only after I pointed this out did she apologize—something that should have happened immediately. From that moment, I felt uncomfortable and even hesitant to place further requests, worried about being treated with the same attitude. Despite being the only guest, it took 30 minutes to receive the food. To make matters worse, the order was incorrect—additional toppings such as cherry tomatoes and rocket leaves were added without my request. I asked for the dish to be redone, which resulted in another 30-minute delay. Even then, the eggs were still not prepared as requested and were served together instead of separately on each toast. This level of inaccuracy and delay for such a simple order is unacceptable. I have attached picture was taken from Lounge 53 how it supposed to be mash avocado toast with 2 sunny side eggs. When I requested fresh juice, I was told only packaged Barakat juices were available. When I asked for freshly squeezed juice, I was met with the response: “This is what we have, we can’t do anything about it.” This response was dismissive, unprofessional, and showed no willingness to accommodate a basic guest request. After waiting over an hour for a simple breakfast, I left the restaurant in tears. Unfortunately, the poor experience continued at Club Lounge 53. I reordered a similar breakfast (multigrain toast with mashed avocado and a sunny-side egg), yet I was served sourdough bread instead. Although the staff apologized and confirmed the order was communicated correctly, I had to wait again until 11:00 AM just to finally have a proper breakfast. When I went to use the facilities, I requested a bathrobe as I planned to use the sauna and steam room after my workout. This basic request was initially refused, and I was told it required a special request one day in advance or was only available with spa treatments. It was only after insisting on speaking with a manager that a bathrobe was eventually provided. However, no manager came to speak with me, which clearly shows a lack of accountability. Additionally, the shower near the sauna and steam room was not functioning properly, and the water temperature could not be adjusted, which made the experience even more frustrating. After using the facilities, I went to the relax space, which was supposed to be calm and peaceful, but it was far from that. The headphones were not working at all. I reported this issue to the spa reception, yet no immediate action was taken. While sitting there, I called the operator and clearly explained that I was on the 31st floor in the relax space and needed assistance. However, the operator misunderstood completely and said she would send engineering to my room to fix the AC—something I never requested. I was assured someone would come, yet no one arrived and no follow-up call was made. During check-in, I was informed that I had a 200 AED credit. I intended to use it for a 30-minute massage to first evaluate the service and then decide whether to extend it. However, I was told this was not allowed, and that the credit could only be used for other treatments and as exception a one-hour massage . I don't want to book one hour massage and get again disappointed. This inflexible approach, especially after everything I had experienced, was extremely disappointing. Finally, during check-out, I asked the valet team to assist me in booking a taxi. The response I received was: “We can’t do anything for you, we don’t have the Careem app—you can download it yourself.” This response was careless, unprofessional, and completely unacceptable from a service-oriented establishment. It is very concerning that all of these issues are happening while higher management appears to be unaware of what guests are actually experiencing. The only positive aspect of my visit was the fitness center. The team there was professional, welcoming, and full of positive energy. Special thanks to Fitness Trainers Mohammed and Elias, who stood out with their flexibility, emotional intelligence, and passion for their work. Their classes exceeded my expectations, their communication was excellent, and they truly understood how to engage with guests. They are a great example of what proper hospitality should look like, and I sincerely hope other departments learn from them. Overall, this experience was not only disappointing—it was exhausting and upsetting. There is a clear lack of coordination, professionalism, accountability, and basic service standards across multiple departments. This is far below what any guest should expect, and I strongly urge management to take this feedback seriously and make immediate improvements.

Pilates classes with Yina was amazing ❤️ I really enjoyed the whole class 🌟

Class is amazing and so is Dina. It was relaxing and burning at the same time!

The Functional Fitness by AC Milan class led by Mohammed was an engaging and well-structured session designed to enhance overall fitness through functional movements. Participants were encouraged to push their limits while maintaining proper form, making the class both challenging and enjoyable

The stay was great staff was amazing From the check in untill the check out . Honey and Dinara was very polite and assisted with our stay extended the late check out for us Will definitely be back to SIRO