Nurai Island Resort

I just got back from Nurai Island Resort and I'm impressed. The variety of food was really good, and the service didn't disappoint. The resort has a lively feel, thanks to its colorful decor and chic furniture. It's a bit on the expensive side, but the cleanliness and well-organized setting justify the cost. Definitely a good pick for a luxury escape.

Pros: - beautiful rooms, modern amenities and big private pool - pizza restaurant was good - some staff were very helpful and friendly - big breakfast selection Cons: - extremely expensive for what it is. Didn’t feel 5 star - other food was average - half of the facilities were closed - chair and loungers at the beach and pool didn’t have cushions - slow internet - the pool was advertised as heated, but ours was extremely cold for majority of the stay - the bikes were rusted with flat tires - had to call multiple times to get someone to check the pool

As a mother coming to this hotel was something I looked forward to for a long time. We booked a one bedroom bungalow with promising privacy and a swimming pool. Just before 7AM we were woken up by a terribly loud drilling sound. It was so loud that I practically jumped out of bed. Needless to say, sleeping in and relaxation was gone out of the window. We called the reception and they promised to stop. It didn’t stop and continued endless to the point that around 10AM we gathered our belongings and left the room. Outside, staring at our “private” pool were several workers on the roof so enjoying the pool or the beach was out of question. The hotel manager offered us a free lunch which we respectfully declined because we came to relax and to sleep in not to have a mediocre free meal at over AED 3800 per night. I simply asked for another stay when the construction was over and we could get exactly what we paid for. I wasn’t interested in anything free- what I expected was for the management to simply refund us the money for the stay they couldn’t provide, move us to another villa away from the noise or offer a complimentary stay in the future to make up for a ruined holiday. None of these options were offered, none of our emails were answered and at this point we have decided to take this further. Yes, construction is something that will end eventually and this post may feel irrelevant. However, this is not about construction- this post is about terrible customer service when a client who paid in full and paid premium is placed into a situation where no resolution is offered and any discomfort is not something the hotel is willing to take responsibility for. Inna situation where room is paid at check out - I would have never paid but because prepayment is required the hotel has nothing to lose. This is not luxury - this is ignorance and if you are looking to spend your hard earned money - I would look at other options where your business is valued, appreciated and where from the moment you step inside the hotel and up until you leave - everything is catered to ensure you have a pleasant stay. Very disappointing and frustrating at the same time. UPDATE: After about three weeks and a couple of email exchanges our stay was refunded. We hope to come back for a different experience.