I chose this property in Dubai as I live in Abu Dhabi (1.5 hours down the road) and often spend weekends in the city. Having stayed at all the major hotels in Dubai, I decided to go a little further outside the city than I normally do. I found a fantastic deal on hotels.com and decided to book it for a one night stay.
Upon arriving at the hotel, I was stunned by the sheer size of the hotel and the awe inspiring lobby. The hotel has 'Dubai' written all over it; the nicest, the biggest, the best. That being said, this is what you expect in Dubai and a 5-Star hotel in this amazing city. When I went to check-in, there was one couple in front of me yet I had to wait 10 minutes to speak to an employee. The process was easy and friendly, and I had my room key within 5 minutes. The rooms are beautiful, with an amazing view of the race track at The Meydan. The bathroom was well equipped with both a 6 jet shower and a large bathtub for two with a TV included (which didn't work).
Sadly, the physicalities of the property is where I found the 5-star rating ended. From the balcony, I noticed a family walking on the pavement next to the track so I decided to go for a walk as the weather in Dubai is fantastic this time of year. When I went down the the lobby, I asked an employee how I get downstairs and was told that guests are not allowed on the ground floor. I was shocked by this as I had just seen people walking around and at the former Nad Al Sheba course, anybody was able to walk around the track (obviously not on the grass). When I told the hotel staff member that I just saw a family walking, I was told that was not possible. I asked to speak with a more senior person and a security guard arrived...to tell me only the same thing.
After dinner with some friends, I decided to go for a swim as the pool is on the roof of the hotel and has an amazing view of the track and the back of Dubai. After changing, I went upstairs only to find that the pool closes at 7pm. This was rather disappointing as most hotel pools in Dubai close after 9 or 10pm. Instead, I went back to my room to change clothes as I decided to meet some friends in the city. When I was finished, I called to concierge to ask them to pull up my car from the valet. When the agent answered the phone, he told me that I had to go down to the lobby and provide the valet with my card and that it was not possible to do it over the phone (I have never stayed at a hotel which does not offer the call down valet). After waiting for 7 minutes, my car came up and I left.
The next day I wanted to get a few hours in at the pool. This was the only area I experienced service in the hotel; a staff member frequently brought water and popsicles around to guests which is a nice touch. The website states that the pool has a swim up bar, yet for the three hours, it was never staffed. Ironically, from the pool I saw a couple walking around the track for 20 minutes!
In closing, I can say that I was not impressed with the service in this beautiful hotel. I was extremely disappointed with the lack of care provided by the staff in never trying to even meet my simple asks. I would not stay here again nor would I put my family and friends who frequent Dubai here.