Dear TripAdvisor Member,
Thank you for taking the time to comment on our facilities and services by posting your review on TripAdvisor.
It is with regret to know that you were not satisfied with your stay with us.
Please be informed that our official check-in time is at 2:00pm. Since you came at 3:00am on Dec. 3, you were advised that a 1-night stay for the night before (Dec. 2) will be charged which is as per our policy. Moreover, we normally close our system at 3:00am, hence a manual registration card was issued during your check-in.
At Khalidiya Palace Rayhaan by Rotana, we operate with great integrity, and have comprehensive practices and procedures in place to safeguard our guests and team members. Therefore, we would like to assure you that it was not our colleagues’ intention to offend you, nevertheless we have briefed our team to ensure that details of the charges is specified in the manual registration.
Regarding the lack of toilet hose in the bathroom, we would like to kindly inform you that all our room categories except for Premium Rooms do not have a hose in the toilet due to the room’s layout. Nevertheless, our rooms are equipped with bidets in the bathroom.
Once again, thank you for your feedback and we look forward to welcoming you back to Khalidiya Palace Rayhaan by Rotana, trusting that we could provide you with the excellent service that you truly deserve.