Great review. I wonder if poor room upgrades are the norm in the Arab African region? Was also very disappointed with Rixos in Egypt where first I was given a standard room (less than the one I booked). I said I had booked a higher-category and inquired about the upgrade. They gave me a higher category room almost reluctantly (the room that I had paid for) and said it was a wonderful upgrade. When I showed them I had booked this room (had to show via email apparently), they then realized that it was the same room...and finally even more reluctantly gave the higher category one (though I really have a feeling they chose a bad location). The interesting thing was that the hotel was almost empty, and I was likely one of the only high-status members there as the people who were there had booked through travel agencies and the remainder were Egyptians attending a conference... I found it very strange that such a 'premium' brand as Rixos is so cheap/stingy with upgrades - pretty much zero additional 'benefits' too (I should do more reviews).

As for your transportation fiasco, in such a case I really think the hotel should pay for the taxi on their behalf. We had a much smaller fiasco last week in Rome (Sofitel Villa Borghese) where the pickup service from the hotel (Mercedes) had gotten the timing wrong and was not present at arrivals. The hotel simply said for us to choose a taxi and they would cover the cost. Now that is service. Mind you I had quite an expensive stay considering the short duration but still, a very nice gesture.