Disappointing checkout experience and noticeable difference in treatment
I want to mention a particularly disappointing experience during checkout. The staff member was a young, slim man, approximately 5 ft 9 in, wearing a white thobe and red-and-white shemagh. This happened at approximately 7:00–7:30 pm.
I was the only person waiting in the queue at reception. He was clearly aware I was waiting, but did not acknowledge me, make eye contact, or indicate that he would assist me next. Immediately before this, I had watched him speaking to a couple in front of me, and he was warm, friendly and conversational with them, speaking to them in Arabic.
After they left, he went behind the desk but still did not acknowledge me. After waiting, I had to approach him myself and ask if I could come over. I handed him my key card and then had to ask, “Is there anything else?” He simply replied “Khalas” (“finished/that’s all”) in a very abrupt manner. There was no further conversation, courtesy or farewell.
As a non-Arab visitor, I feel it is important to mention that this experience was particularly noticeable because, throughout my Umrah trip in Saudi Arabia, not only at this hotel, I observed several occasions where I felt there was a difference in the warmth, friendliness and level of service shown to me compared with some Arab guests around me.
I cannot know the reasons behind individual people’s behaviour. I would also like to be fair and say that my check-in experience at this hotel was excellent. The staff who welcomed me were warm, friendly and attentive. This is why the checkout experience was particularly disappointing.
All guests and pilgrims, regardless of nationality or background, should receive the same basic level of acknowledgement, courtesy and respect. I hope the hotel takes this feedback seriously.
