I chose the Dead Sea Marriott Resort because I have stayed at many Marriott properties worldwide and trusted the brand's reputation for quality and service. Sadly, this became one of my most disappointing hotel experiences
Our first room had a strong, unpleasant smell coming from the bathroom, making it uncomfortable to stay in. Expedia handled the situation professionally and contacted the hotel immediately, but when I asked the duty manager, Rami, to cancel my booking so I could leave before midnight, my request was refused. The only options offered were changing the room and a late checkout, despite me explaining I no longer wished to stay.
The replacement room was acceptable, but the experience had already ruined our confidence. Dinner at the Italian restaurant was another disappointment, with food well below the standard expected of a five-star hotel. Later, at the beach bar, we were completely forgotten after placing our order. Only the drinks arrived, and staff admitted they had forgotten us, offering only a brief apology
We spent the rest of the evening in our room and later cancelled our couples spa booking because we had lost all confidence in the hotel. Reception apologised but offered no meaningful resolution
Mistakes happen, but what defines a luxury hotel is how they are handled. Unfortunately, this stay was a series of failures with no genuine attempt to recover the guest experience. Expedia's customer service was excellent throughout, but the hotel wasn't
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