Hotéis Fraser Suites em Riyadh

Stayed with my daughter for over a week as we came for a sports event to town. The premises are nice and clean, rooms are spacious and modern, corresponding to the quality one would expect from Fraser Suites brand. Location is decent. Breakfast needs to be improved for a 5* establishment. However, our biggest disappointment came from the reception and management office. We had a reservation for 5 days but wanted to extend for another 5 days minimum. We wrote two emails and never got a response during the day from the reception desk. When we came in person to the reception desk, we were told we has to change rooms for the next 3 days and then move back to the original room again. We agreed upon the price being the same, in particular as our stay was getting longer and could be as long as 2 weeks. We moved rooms and were ready to move rooms again. When I can to pay for the 3rd move I was told the price was double the original price for the same room. I was let down by management and said we would move out. The receptionist was kind enough to say he would talk to the manager and get back to me. We left for the day and didnt hear back. In the evening we were told the price was the increased price and there was nothing they could do as “the whole of Riyadh and the hotel were full”. We left and moved elsewhere. I wrote another email to the reception and also feedback to the head office in Singapore how we were let down as Fraser Suite customer / Fraser hospitality member by the treatment. What is more, I recommended earlier the facility to another family at the sports event. They secured their booking a day before our 3rd move for the same price that we had originally. As a customer - I am not coming back. We could have stayed for 2 weeks in Fraser Suites Riyadh but greed took over and customer service completely failed. I am still waiting for an apology… but even that isn’t going to change the lapse in hospitality management.