We spent 5 nights at Zighy in February 2012. They e-m you in advance and ask for your preferences, and then e-m you when you return for detailed feedback.
The resort is beautifully designed, in an absolutely breathtaking setting, but the service let it down very very badly. We would be very reluctant to try another Six Senses resort, which is a shame because we were expecting very high standards.
The comments below are taken directly from our feedback form - interesting to note that this was sent to them nearly a month ago but we've had no reply, despite ticking the box that said "would you like us to reply".
"In giving you this feedback, we would like to say firstly that we did enjoy our stay with you, but that the following issues certainly made the experience less good than it should have been, and we hope that this detailed feedback is helpful.
1 - advance guest survey. We asked to have rum in our room, there was no rum. When we tried to explain this to the person servicing our room we were not understood.
2 - we asked to have a room that was not next to people with children - you confirmed in an e-mail that this had been done, yet on our second day a family moved into the rooms on either side of us - we believe it was one family with noisy children sharing two rooms, with us in the middle. Our butler offered to move us but by this time it was really too late.
3 - the experience on Senses on the Edge was apalling. When we e-mailed in advance to book, we were advised to go for the Thursday or Saturday as Friday was for familes. We duly booked for the Saturday as we were not arriving until very late on Thursday night. We were not told that it was a special astrology evening. When we arrived at Zighy, and were given the menu, we were pleased becuase it looked very nice, but confused, becuase we thought we would have a choice. We were told that it was a themed evening, but nothing else. We could not believe it when we arrived to find that a) we were sitting on a long table with everyone else ie where was the romantic tables for two shown on your website? b) we had to listen to a very long, and not very interesting lecture on astronomy before the first course was served. It must have been over 45 minutes long. And then the lecture continued between every course. It was so bad, and so boring, that the couple next to us left and went back to the resort. The main course arrived cold, because it was so late. We are sure that there is a time and a place for a lecture on astronomy with dinner, but Senses on the Edge, when you are expecting a romantic meal for two, is not that time and place. We gathered from our butler, and one of your other staff that spoke to us, that everyone who attended complained. We were offered free wine the following night but really, the entire cost should have been removed from our bill. Eighty rials for such an experience is a dreadful price to pay. No formal apology was given, depsite the fact that everyone was clearly unhappy with the arrangment.
4 - the service at breakfast and at the bar was not good. At breakfast, we asked for tomato ketchup with our main - it never arrived. At the bar, we asked for olives with our drinks - they never arrived.
5 - by far the worst service was at the Terrace restaurant. On the Friday night we had the BBQ - the food was great but the service was dreadful. It took a very long time to be served drinks, and no-one seemed to be able to seat us. It seemed as though no-one was in charge. On our final night though, the service took a turn for the worse. It took 25 minutes to obtain a wine list from one of the waiters, then another 26 minutes to actually be brought our wine. This is shocking service. It seems as though there is no maitre d', there is no-one controlling the restaurant. So many staff walked past our table and saw that we still had the wine list but no wine but did not stop. And then, once we eventually got the wine, it was placed in a wine bucket out of reach, but no-one came to top up our glasses. In the end we got the wine from the bucket and did it ourselves. Either put the wine within reach of the guests, or make sure that your waiting staff are on alert to top up glasses.
5 - service in the room - bizarrely, the person servicing the room did not replenish the things we used. For example, it was obvious that we were using only English Breakfast tea, yet by the third day there was none left and none had been replaced. Why??
6 - there was a mixup with our spa times. We had booked in advance, we had e-m confirmation of the times, yet when we arrived our butler told us it was at a different time. It took some sorting out to get the right time. Why??
7 - you need to tell people in advance about Zighy time, as we looked up the time that the sun set and booked a sunset cruise accordingly. To arrive and be told that you operate an hour later than Oman time, completely messes up the timing of events like this.
8 - the letter from Godfrey Vas in our room was illegible. It is printed on a very bad printer, and was simply not readable. Why didn't someone notice this and replace the toner in the printer?"
So these were the comments sent to Zighy. It will be interesting to see if Godfrey Vas responds on this website, and if he does, if it will be exactly the same cut and paste that he uses for every other response, or bothers to write something more appropriate to our comments. It's really not worth putting a pasted identical message in response to everyone that posts a review, shows a lack of care and attention to detail, just like the service at the resort.
Having said all of the above, we did enjoy our stay becuase the setting was so spectacular, and it wasn't our main holiday, just a mini trip as an extra. If it had been our main holiday of the year we would have been v disappointed indeed. One final point - the microlighting is amazing, well worth doing that.
Definitely go for a beachfront room, otherwise you are just looking over roofs of the villas in fron...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dear Valued Guest,
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Thank you for taking the time to share the account of your recent stay with us. I am glad to note that whilst you enjoyed some of the services, we are equally disappointed that in quite some other areas it did not match the required level of service.
First and foremost may I apologize most sincerely for the problems you experienced and you have certainly not experienced us at our best.
Please also accept my apologies for the reply not received to the feedback shared online. We were part of an online trial for the month of February and the usual process of guest questionnaires being filled prior to check out was temporarily discontinued. As the receipt of the online reports took a bit longer, this delayed the reply procedure too.
I am glad to know that you liked the breathtaking setting and beautiful design of the resort.
Although we tried our best in allocating villas, however due to a sudden surge in demand for certain villa types we could not avoid families with children being assigned close to yours. Hence the offer from the Butler to move your villa was made.
Our Visiting Astronomer and our team thought that it would be a good fusion to have the Zodiac Dinner. From the feedback we understand that it was not as enjoyable a dining experience as we wanted it to be. As it was a special wine dinner involving an Astronomy Talk, the set-up was changed from the standard separate seating to a long table style. I am glad to inform you that we have a new Michelin Star Chef de Cuisine who has joined the team recently and we are now open 5 nights a week at Sense on the Edge for the high season. The menu has been changed totally and this has vastly improved the fine dining experience at Sense on the Edge restaurant.
I would like to assure you that we take all feedback very seriously. I am sure that you will be delighted to know that we have discontinued the concept of Zighy Time and reverted back to real Oman time from early March this year.
Whilst I appreciate my apologies and assurances are of little consequence in retrospect I hope they go some way to restore your confidence in us.
On behalf of the team, I would once again like to apologize for the inconveniences and trust that you will give us the opportunity to reverse the poor impression of your last stay.
Six Senses Zighy Bay
This response is the subjective opinion of the management representative and not of TripAdvisor LLC