I stayed in the Sofitel in November of this year with a friend and whilst the rooms and amenities are of a high standard, the rooms well set out and incredibly comfortable, the service really lets it down. We arrived after an overnight flight first thing in the morning and due to full occupancy were unable to get into the room straight away but didn't expect to have to wait until 3.30pm which is when we were finally called to say the room was ready. On arrival there were 5 people to greet us from our transfer and collect our luggage, which I thought was a fantastic start, but then there were only 2 people on reception with a queue of people all waiting but 5 people stood behind them doing nothing as it wasn't their role. We were spoken to around the various restaurant selections and facilities, but at which point we were so tired it was pointless running through anything! They sent us to a shower facility by the pool to freshen up and use facilities until our room was ready but there were no towels and when I chased a guy up for towels I waited 15 mins for him to come back before seeking him out myself at which point he said he couldn't find me! Then by the pool we asked someone 5 times for some water when we finally saw people to ask but nothing came for over an hour at which point we walked up to the bar ourselves to get a drionk.....not a problem....but not 5 star service!
When we finally got into our room I wanted to call for more hangers (as there were only around 4 in the room on arrival) but our phone didn't work so I then had to visit reception once more to get someone sent up to fix the phone. That evening we couldn't turn off the lights and once again had to wait for someone to be sent to the room to fix this problem too.
The issue with ordering drinks by the beach/poolside continued throughout the holiday with it taking around an hour each time to try to get the attention of the right person. There were also issues at breakfast with repeatedly having to request tea/coffee that sometimes came at the end when we had finished all our food. The issue in the hotel is not that they don't have enough staff, it is that they don't have the right staff appointed to the right roles and that the employees do not use initiative to help guests, only doing their own roles and if requested to do something outside of this, they do nothing.
It is a real shame but something that really needs to be sorted out before the hotel can qualify anywhere near being a 5 star hotel.
- Official Description (provided by the hotel):
- Discover why SOFITEL DUBAI THE PALM LUXURY APARTMENTS is such a superb destination for family vacations in Dubai. Adults and children alike will be thrilled by the relaxed Polynesian island theme of this luxury 5-star resort on Palm Jumeirah island. Families can vacation in a beach-side suite or villa with Gulf views. Serviced apartments suit longer stays, with kitchens, lounges and up to 3 bedrooms. Babysitting can be arranged if you fancy a night in downtown Dubai, a monorail or taxi.Amura Kids Club guarantees hours of fun for children of all ages, keeping them happy, active and safe while you indulge in well-deserved relaxation. Two of the swimming pools are exclusively for kids, who will love the slides and waterfalls. Seven restaurants and bars offer refined cuisine from around the world so there's something for every taste.Don't miss the popular Friday brunch at family-friendly Manava, which offers heaped buffets for breakfast, lunch and dinner throughout the week. ... more less
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- Also Known As:
- The Palm Shoreline Apartments Hotel Dubai