TIME Moonstone Hotel Apartments

Our stay on March 1, 2026 at Time Moonstone Hotel Apartment, booked through Booking.com, was an absolute nightmare. Upon arrival, it was immediately clear that the apartment had not been properly cleaned. The floors were dirty, stained, and clearly neither vacuumed nor mopped. The towels were grey and looked used and unhygienic. The overall cleanliness was far below any acceptable standard. The worst part, however, was discovering bedbugs on the sheets and mattress. We could visibly see them crawling on the bed. This was not only shocking but completely unacceptable and extremely unsanitary. No hotel should be operating under such conditions. We immediately reported the issue to the reception, but no responsibility was taken and no proper solution was offered. Instead, we were simply told to request a refund through Booking.com. Due to the severe hygiene issues, we had no choice but to leave the apartment immediately and find alternative accommodation in the middle of the night. This caused us significant stress, inconvenience, and additional expenses. Considering the amount we paid, this experience was entirely unacceptable. This has been by far the worst hotel experience we have ever had.

Dear Sir/Madam, On Saturday, March 1, 2026, we made a reservation through Booking.com at Time Moonstone Hotel Apartment. Upon arrival, we were shocked to discover that the apartment was completely unclean and in an unacceptable condition. The hotel does not take any accountability. It's ridicoulous. The floors had clearly not been vacuumed or mopped and were covered with visible dirt and stains. The towels were grey, worn, and appeared unhygienic. Most disturbing of all, we found bed bugs on the sheets and mattress. They were visibly crawling across the bed. We were absolutely horrified and disgusted. This was completely unacceptable and the immediate reason we decided to leave the apartment. I have a video, but cannot upload it. So here is a picture. They were everywhere. We reported the issue to the reception immediately. However, we were informed that no refund could be provided. This response is outrageous. We paid AED 808.99 for what turned out to be a worthless and unsanitary accommodation. It is unacceptable that we are not being properly assisted. We demand a full refund of the amount paid. Due to the severity of the situation, we were forced to find alternative accommodation in the middle of the night, which caused significant inconvenience, stress, and additional expenses. We expect this matter to be taken very seriously and look forward to your prompt response.

It was a pleasure visiting moonstone on Saturday 15th,I liked everything more especially the customer care given to us by supervisor AbdulAziz,wish to vist again