Review: Waldorf Astoria Kuwait is aesthetically beautiful but with lacklustre service

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Introduction and booking

I recently had an opportunity to visit Kuwait for the first time since leaving as a child after the Gulf War. While searching for a hotel, I came across several Marriott Bonvoy options. It turns out that they have a large footprint in Kuwait. However, I quickly gave Bonvoy a pass when I found out that Kuwait has a Waldorf Astoria. 😉

The Waldorf Astoria Kuwait opened in the summer of 2022, making it a fairly new property at the time of my visit. It’s located just 12 kilometres from the airport and 14 kilometres from the city centre. The hotel is directly connected to The Avenues, Kuwait’s largest shopping centre. It covers 1.3 million square meters with over 1,000 shops, a movie theatre and an extensive range of dining options. It’s absolutely massive!

When it came to booking my stay, using Hilton points was a clear choice. With the cash rate for my dates just over 100 Kuwaiti Dinars per night (roughly 5 CAD per KWD), I wasn’t keen on paying out of pocket.  Instead, I redeemed 320,000 Hilton points for a 5-night stay in a Deluxe Room with two queen beds. Thanks to the “5th-night free” perk, my average redemption rate came out to 64,000 points per night.

Waldorf Astoria Kuwait – Arrival and check-in

We arrived to the Waldorf late in the evening. Stepping into the lobby, it could only be described as effortlessly elegant. At its centre, a striking gold clock atop a plush, round ottoman served as the focal point. Nearby, large bouquets of fresh flowers added a touch of vibrancy. I later learned they are changed every Thursday.

To the left of the clock, was a grand black and white staircase with a golden trim. It  gracefully connected the lobby to the first floor. Leather and plush armchairs dotted the lobby, creating a welcoming atmosphere. The soothing colour palette added understated luxury. Beyond the central area was Peacock Alley, a signature feature of the Waldorf Astoria brand. Continuing past this, the lobby opened up to the other side of the hotel, with views of The Avenues shopping centre.

We made our way to the reception desk, where we were warmly greeted by the front desk associate. When he noticed my Hilton Gold elite status, he offered to escort us to the “VIP” area to complete our check-in. He led us to a  quieter seating area near the concierge desk, offering a bit more privacy than the main reception.

Once seated, a different associate took over and quickly processed our check-in. While professional, she wasn’t as warm or engaging as her colleague. As she completed the check-in, another staff member brought us refreshing welcome drinks, which we appreciated. The associate then told us that we’d been upgraded to the top floor, although it was the same room category I had originally booked. I found it odd that she considered this an upgrade.

After handing us our room keys, she escorted us to the elevator but did not accompany us to the room to offer a tour. This stood in stark contrast to our experience at the Waldorf Astoria Los Cabos, where we were upgraded to a junior suite and given a full tour of the suite.

Waldorf Astoria Kuwait – Two Queen Beds Deluxe Room

The Waldorf Astoria Kuwait has 200 guest rooms and suites spread across levels 3 to 9. An atrium spans all floors. We headed to the top floor of our room, 906, not far from the elevator. Stepping into the room, we were greeted by a small hallway with a decent-sized walk-in closet to the left. Just beyond it, a sliding door opened into the generously sized bathroom.

The bathroom featured marble floors and walls in a calming grey-white tones. It was beautifully complemented by the gold-toned fixtures that added a touch of refined simplicity. It was a perfect blend of functionality and luxury, with a private toilet and bidet area, a soaking tub, a rain shower and double sinks.

There was even extra space for an ottoman by the mirror, ideal for blow-drying hair or applying make-up. A small vase with a fresh flower added a lovely touch. It’s these little details that elevate the experience. I noticed that they had Aqua di Parma amenities, the same brand provided at The Ivens Hotel, though a different scent.

The room itself was also spacious, with two queen beds that had 400-thread-count sheets. During the day, natural light poured in from the floor-to-ceiling windows. We had a city view overlooking a highway, so I was glad we were on a high floor to muffle the street noise.

Near the windows, two plush armchairs and an accent table created a cozy seating area. The welcome amenity on the table was hard to miss. It was probably by far the most generous welcome amenity I’ve received at a hotel. They also left a note to welcome me back, but it was actually my first visit to the Waldorf Kuwait.

Housekeeping service was prompt and thorough throughout our stay, keeping the room in pristine condition. Every evening, we enjoyed the turndown service. It included placing plush slippers by the bedside, drawing the curtains and leaving Godiva chocolates on the night tables.

Although I was initially disappointed by the lack of a room upgrade, I found our assigned room comfortable and functional.  The beds were firm, the walk-in closet had plenty of space for all our personal belongings during our 5-night stay, and there was enough seating to unwind after a long day.

The room was also well-equipped with modern conveniences, such as electronic controls for the black-out curtains and lighting, plus a button to request housekeeping service. There was also ample electrical outlets by the bedside and desk, making it easy to keep our devices charged.

Waldorf Astoria Kuwait – Breakfast

Breakfast is served at Ava on the Mezzanine level, from 6:30 a.m. to 11 a.m.  This Mediterranean restaurant also offers lunch and dinner, but we only had the chance to experience breakfast – and we absolutely loved it! While I’m usually not a fan of buffets, I was impressed by both the variety and quality of the spread. Ava also offers an à la carte menu with a selection of hot dishes.

I thoroughly enjoyed the freshly cut mangoes and peeled pomegranate. For the hot dishes that I ordered, while the omelette and avocado toast weren’t particularly memorable, I did enjoy the fried beef sausage and halloumi cheese.

Service, however, was a bit hit or miss. One morning, our server brought my omelette before serving our beverages, but on another day, the service was much more efficient, with our drinks and food arriving in quick succession.  On a different morning, we ordered fresh orange juice, only to find it wasn’t freshly squeezed. It wasn’t until we mentioned that that a fresh batch was served.

Breakfast is priced at 15 KWD per person, but it’s complimentary for Hilton Honors Gold or Diamond members and their guest.

Waldorf Astoria Kuwait – Afternoon Tea

A week before check-in, I received a pre-arrival e-mail from the concierge inviting me to book activities, dining or spa reservations through a provided link. We decided to try their afternoon tea experience at Peacock Alley, so I made a reservation. Shortly after, I missed a call from the hotel on my Canadian number, only for them to follow up with me on WhatsApp. They asked me if we wanted to have the afternoon tea at Peacock Alley. It was an odd question – where else would we have it?

A few days into our stay, we arrived for our reservation, having invited a family friend to join us. To our surprise, all the seating was taken. The hostess was initially startled and didn’t appear to find our reservation. After a few minutes, she had two gentlemen vacate their seats and offered them to us. I was taken aback by the whole situation. Not a good start for a high tea experience.

Once seated, we were handed a tea menu, but a few flavours were unavailable. We opted for the Moroccan tea. She brought out the teapots, and to our surprise, they weren’t loose leaves but the same tea bags they had served at breakfast in Ava. Worse, the tea was lukewarm, so we requested a fresh pot.

The server then explained what to expect from the afternoon tea, including both savoury and sweet items. She asked if anyone had seafood allergies since the bread used for the sandwiches contained seaweed.

The experience started with an amuse bouche: a tomato burrata cheese in the centre, surrounded by ice. Hot water was poured onto the ice, creating a smoky effect. A nice touch that would probably please all the IG influencers.

The three-tier tray arrived with savoury sandwiches on the bottom and desserts on top. The sandwiches included beef, chicken, tuna, cucumber, and salmon. Unfortunately, even the non-seafood sandwiches tasted fishy due to the seaweed-flavored bread, which no one in our party enjoyed. The desserts included opera cake, apricot cake, Ferrero Rocher cake, New York cheesecake, caramel cake, and peanut cake.

Scones (plain and with raisins) were served alongside a large tray of jams. After finishing, we requested the bill, only to be told that they also serve sorbet to conclude the experience. We waited an hour for it, and when we inquired, the hostess explained it was being freshly made.

When the bill arrived, we were charged 19 KWD for a single set, which was expected. However, we were also charged individually for the tea, even though at least one teapot should have been included. At that point, after waiting so long for the sorbet, I was eager to leave.

In the end, the experience was underwhelming from start to finish. From service missteps to the lacklustre food and long waits, I wouldn’t repeat the afternoon tea experience if I returned to the Waldorf Astoria Kuwait.

Waldorf Astoria Kuwait – Facilities

The Waldorf Astoria Kuwait boasts a stunning outdoor pool on the second level, surrounded by palm trees. It’s open from 6 a.m. to 5 p.m. When you arrive, staff set up your lounge chair with towels and provide a cooler filled with ice and bottled water. A service button is available for requests, and a QR code on the table lets you view the menu from their poolside restaurant, Oxio. There is also a well-equipped gym next door that is open 24/7.

Also on this level is the hotel’s spa featuring three hammams, two vitality pools and several treatment rooms. Separate areas are available for men and women, including consultation lounges. During my visit, I learned that they had a 25% discount on all treatments from 10 a.m. to 1 p.m., so it’s worth checking for promotions if you’re interested in booking a treatment.

For families, the hotel offers a complimentary Kids Club for children ages 4-12 from 9 a.m. to 7 p.m. on the third floor, where you’ll also find hair salons. Dining options include Ava on the Mezzanine level and Roka, a Japanese robatayaki restaurant on the ground floor. Peacock Alley is also located on the ground floor and serves breakfast, lunch, dinner and afternoon tea.

Finally, the Ikaros Club on the 7^th level, is exclusive to guests that booked an Ikaros Club room or a suite.

Take Away

The Waldorf Astoria Kuwait impresses with its aesthetic beauty, from the entrance to its reception area and the deluxe room we were assigned. The hotel excels in understated luxury. Its impressive facilities, from the fitness centre to its outdoor pool, also further enhance the experience. The welcome amenities provided and the complimentary breakfast for those holding elite status were outstanding.

However, the service did not live up to the high expectations I had, especially given the Gulf region’s reputation for elevated hospitality standards, particularly at luxury properties. Whether it was the brisk check-in process or miscommunication between the concierge and Peacock Alley regarding our afternoon tea reservation, the service was underwhelming.

I hope the hotel addresses these service shortcomings to match the exceptional quality of its design and amenities.

 

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