DO NOT stay at this hotel!!!
The only best thing of this hotel is the location! They have entrance inside of Dubai Mall, but again they are not the only hotel in the area that are connected to the mall!
First during our check-in (cause our flight arrived in the early morning but passed midnight) so we booked one night before our actual stay to requested to have both rooms to be close to each other! However, during our check-in they informed us not only they don’t have any room close to each other, but they are on different floors! The staff then go on and say you can upgrade one room to be on the same floor! We did that! After we arrive to the upgraded room, we realised the room smelled horribly (like cat pee or a very damp smell)! We require room change, the duty manager did not apologies or acknowledge the problem but instead she made us feel like it is our problem that we are not satisfied with the room! Later when the room next to us become available, the staff told us they can move my mom over next day around 12pm but we waited till 1:30pm just to found out their front desk allowed the other guests for late check-out and no one informed us so we waited whole morning to be move! Front desk staff also said they would help with the move and have us go out for lunch first, when we came back at night, not only her room has not been move but there were no help from them move the room! And the AC plus the TV were not working properly!
During our stay, as the pictures I uploaded! Housekeeping staffs in this hotel seems to be lack of common sense! They kept removing our personal towels to hang the bathrobes! And then managed to put our towels on top of it!
We have been communicating with their staff about the problem but nothing has change! They also managed to leave the shower door open with damp clothes on it up against our dry towels! We have ask for the manager but they seems to just passing us to different supervisor! After couple of times they finally did a wash and fold for our towels!
One of the night we came back to found out there are hairs on our bed that does not belong to us (as the picture below)! Instead of sending up a manager of any sort, they just sent a staff to replace the sheets!
After this, we asked for early check-out and have our remaining stay refunded! The hotel manage to suggest it is the platform decision and not theirs! At this point we finally got a hold of their actual manager! Funny thing is with all the troubles that they’ve cause us, she only willing to upgrade one of our room for free and the other one will be far away! Which completely defeats the purpose of us requiring both rooms be close to each other!
When we refused the upgrade the next thing they offer is the lounge access, which we only used one time when the manager took us there! Food options were limited and they were bad! We also declined her offer and insisted we checked out sooner and have the remaining nights refunded!
We ended up checking out early (the very next day) and still in talk about the refund!
If you enjoy endless “ surprise” when you come back to your room after being out and about then try your luck!
