Xcelsior Hotel And Spa

The stay was comfortable with good rooms and facilities. Receptionist Aman Ali was hospitable and helped in making our stay comfortable. I would say the restaurant Zodiac has a little bit of slow service. But I am happy with the hotel in general.

Worst experience ever. I booked a room through booking.com but as soon as i arrived i was asked to cancel it and book offline. The entire amount i had to pay at the time of check in. They were extremely rude while the process. There was no tea coffee sachets or n the room when i asked they provided two sachets of nescafe and two uncovered tea bags. Wifi was weak. Also at the time of checkout they took so much time in generating the bills like it was an absolute unimportant thing to ask for. Also the breakfast was not complimentary which i got to know in the morning. Only good things was the restaurant staff and food.

Far from the expectation I had before arriving. I had initially booked through booking.com and upon arrival I was told they don’t honor same day booking and I were to cancel my booking on booking.com and pay upfront at check in. Bare in mind I had a free upgrade on booking.com which I then didn’t receive due to being ask cancel. I was then given a small room on the first floor which smoke alarms beeping loud every 10 seconds in the corridor, WiFi that initially didn’t work. The pictures are very deceiving as the blue lights under bed didn’t work and then were moved to another room which was equally small. Room service proceadure needs a bit of work. When I ordered food , they brought my coke separately, then they brought my plates , and then they brought my meals , so 3 separate trips for 1 order. The only positive I can give is there is a gentlemen by the name of Ashraf i think, who was very helpful and friendly and atleast tried making an effort. The ladies at the restaurant were also friendly as well. I understand the hotel has only been open for 2 years so please take this feedback as constructive. As a hotelier in the Industry for more than 14 years I see there is lots of room for improvement.