Waldorf Astoria Lusail

Amazing support from staff, super helpful and very friendly…….

Kifayat was exceptionally warm, professional, attentive, and clearly takes real pride in his work. The tray was neatly arranged, the food was fresh high ingredients and he made sure we felt completely comfortable throughout. Highly recommend.Thank you.

Disappointing First Impression – Not the Standard I Expected from Waldorf Astoria I’ve stayed at a number of luxury properties, including Waldorf Astoria Dubai and St. Regis, so I do have a reasonable expectation of what five-star service should look like. Unfortunately, my first experience at Waldorf Astoria Lusail has been disappointing. We arrived at around 4am this morning and checked in. The room is spacious and reasonably nice, but there are already a few details that I feel let the property down. Some of the marble tiles appear slightly discoloured, which takes away from the polished luxury feel. The room view is also quite bland and not what I expected from a high-end resort. The biggest disappointment, however, was breakfast. I was told the last breakfast seating was at 11am, so we went down at around 10:30am. There was nobody available at the front of house to seat us, and I had to get someone’s attention myself. A lady eventually seated us but didn’t explain anything and simply walked away. I then had to approach another member of staff, who brought over a menu but then left and never returned. I had to find someone else before another lady finally took our order. Even then, no cutlery was brought to the table, the table itself was a little dirty, and I had to wait over five minutes just to order food. Meanwhile, staff were already starting to pack away parts of the breakfast. I managed to get some food from the live station, but still had no cutlery. At this point, it became quite frustrating. These are very basic things that shouldn’t require a guest to repeatedly chase staff for. What disappointed me most was the lack of attentiveness and sense of hospitality. At other luxury properties I’ve stayed at, including St. Regis and Waldorf Astoria Dubai, the service has felt much more polished and attentive. Here, I unfortunately felt as though nobody was particularly interested in whether we were being looked after. I did speak to the manager, Oksana, and I want to be fair and say that she was very nice and genuinely listened to my concerns. She offered to arrange lunch for us as a gesture to try to change our experience and make up for the disappointing start, which I appreciated. It was good to see that she took my feedback seriously and wanted to make things right. However, the fact that I had to raise these basic service issues on the very first morning of a 14-night stay was disappointing. It is also particularly unfortunate because tomorrow is my husband’s birthday, and we chose to spend 14 nights here for what is supposed to be a special holiday. After travelling and arriving at 4am, I expected a much warmer welcome and a far higher level of service. I’m hoping this was simply an extremely poor first morning and that things improve significantly over the next two weeks. I’m more than happy to give the hotel the opportunity to redeem itself, and I do appreciate Oksana’s effort to turn the situation around. At the moment, though, the service is not at the standard I would expect from a five-star Waldorf Astoria property. Luxury is about more than the room itself — it’s the attention to detail, service and how valued you feel as a guest. Hopefully, the rest of our stay will reflect the standard I expected when I made this booking.Disappointing First Impression – Not the Standard I Expected from Waldorf Astoria I’ve stayed at a number of luxury properties, including Waldorf Astoria Dubai and St. Regis, so I do have a reasonable expectation of what five-star service should look like. Unfortunately, my first experience at Waldorf Astoria Lusail has been disappointing. We arrived at around 4am this morning and checked in. The room is spacious and reasonably nice, but there are already a few details that I feel let the property down. Some of the marble tiles appear slightly discoloured, which takes away from the polished luxury feel. The room view is also quite bland and not what I expected from a high-end resort. The biggest disappointment, however, was breakfast. I was told the last breakfast seating was at 11am, so we went down at around 10:30am. There was nobody available at the front of house to seat us, and I had to get someone’s attention myself. A lady eventually seated us but didn’t explain anything and simply walked away. I then had to approach another member of staff, who brought over a menu but then left and never returned. I had to find someone else before another lady finally took our order. Even then, no cutlery was brought to the table, the table itself was a little dirty, and I had to wait over five minutes just to order food. Meanwhile, staff were already starting to pack away parts of the breakfast. I managed to get some food from the live station, but still had no cutlery. At this point, it became quite frustrating. These are very basic things that shouldn’t require a guest to repeatedly chase staff for. What disappointed me most was the lack of attentiveness and sense of hospitality. At other luxury properties I’ve stayed at, including St. Regis and Waldorf Astoria Dubai, the service has felt much more polished and attentive. Here, I unfortunately felt as though nobody was particularly interested in whether we were being looked after. I did speak to the manager, Oksana, and I want to be fair and say that she was very nice and genuinely listened to my concerns. She offered to arrange lunch for us as a gesture to try to change our experience and make up for the disappointing start, which I appreciated. It was good to see that she took my feedback seriously and wanted to make things right. However, the fact that I had to raise these basic service issues on the very first morning of a 14-night stay was disappointing. It is also particularly unfortunate because tomorrow is my husband’s birthday, and we chose to spend 14 nights here for what is supposed to be a special holiday. After travelling and arriving at 4am, I expected a much warmer welcome and a far higher level of service. I’m hoping this was simply an extremely poor first morning and that things improve significantly over the next two weeks. I’m more than happy to give the hotel the opportunity to redeem itself, and I do appreciate Oksana’s effort to turn the situation around. At the moment, though, the service is not at the standard I would expect from a five-star Waldorf Astoria property. Luxury is about more than the room itself — it’s the attention to detail, service and how valued you feel as a guest. Hopefully, the rest of our stay will reflect the standard I expected when I made this booking.

Thanks to Trazy for her hospitality

Amazing experience! ⭐⭐⭐⭐⭐ Kifayat provided an absolutely exceptional experience. He was extremely professional, polite, attentive, and efficient throughout the service. He served the food with a genuine smile and made sure everything was perfect. His warm and friendly attitude truly made the experience special. Thank you, Kifayat, for your outstanding service and hospitality. You are a real asset to the team! 👏