This place is good in parts. The bad parts being the admin/management side and the good parts being the F&B side.
My wife and I and our four-year old daughter recently returned from a six-day break here. I’d booked a sea-view club room as from the reviews they seemed best value. Got to the hotel about 2.00 a.m. on the 6th June to be told that we didn’t have a room as Thomas Cook had booked us in for six nights starting from that evening. After sitting around reception for over half an hour the duty manager was pleased to tell us we would be downgraded to a main building room for that night and be moved later in the day. Eventually, after my repeated demands I got this turned round so we were put in a tower room, again to be moved later in the day.
I suspect it was the hotel who were at fault because every time I asked who had made the mistake I was told the “system was down”, i.e. “we don’t want to tell you”. Thomas Cook, however confirmed that their e-mail to LRM reservations stated our room should be available from the 5th.
Anyway we were put into a tower room with a nice view of the wasteland to the side of the hotel and the roof of the Ritz Carlton and with no extra bed for our daughter so we all ended up in one bed. When the Thomas Cook rep. arrived at about midday to help me sort this out, I predicted that the Club sea view room we would be offered would have a marginal sea-view i.e. not front line but at the side of the building. Guess what was offered, a room with a view of the side of the Habtoor Grand and looking to the left, the sea. After a good deal of negotiating with the DM he offered to leave us in the tower building and move us to the garden/sea-view side the next day and he promised the butler would pack and move our belongings to save us any hassle. This was still day one and we accepted. We eventually got to the pool at two p.m. and when we got back to our room it hadn’t even been made up never mind fruit and canapes. We got ready to go for dinner and rang reception to have a foldaway bed put in. We dumped our used towels in the room entrance so the guy who put the bed in would change them. We got back from dinner to find the foldaway bed in the room and our towels still piled up. He must have wheeled the bed around them! I had to ring down for fresh towels.
Poolside was good with the water spritzers and cherry slush shots as described but never once was assistance offered with towels on sunbeds as described by others. I did see people reserving sunbeds with their towels only to see them an hour later in Wild Wadi.
Cleanliness was generally good but if you close the sliding door for the wc/shower (at least in room 1409) the outside of it has a load of dust balls stuck to it that must have been there ages.
The outside construction can only be heard if you are high up on the balcony of a Tower room, but I found the construction fascinating.
The F&B staff were excellent especially the Maya and the waiting staff in La Fornace. I did see a floor manager in La Fornace giving a waiter a dressing down (don’t know why) and felt he could have done this back of house.
So all in all we appear to have been the unlucky ones compared to most of the posters. We would have been quite happy to have been shown straight to our Club room on arrival and left in peace. Instead I had to fight tooth and nail (in the politest manner I might add) to get something approaching the holiday I’d booked for my family. The upgrade, when I finally got that concession was not offered graciously and I feel we lost the first day of the holiday. I’ll try elsewhere next time we are in Dubai.
P.S. Do you think the butler was there to even assist in packing to move rooms? No!
Thomas Cook were very good and refunded us one day of our accommodation costs which I assume they will try to recover from LRM.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Would I recommend this hotel to my best friend?
probably not
I recommend this hotel for:
An amazing honeymoon, A romantic getaway, Girlfriend getaway, People with disabilities, Older travelers, Great pool scene, Families with teenagers, Tourists
I do not recommend this hotel for:
Great pool scene
I selected this hotel as a top choice for:
Beach / Sun, Great food / Wine, Shopping