WILL NOT RECOMMEND THIS HOTEL.
Upon arriving the hotel, the only person we can give commendations to is the tall dark guy who greeted us and helped with our bags. We had reservations prior so checking in was easy. However, after checking in, they didn't tell us where to go so we took an elevator near the front desk only to find out that we have to go to the other elevator lobby. So we got settled in our room. Rooms were great and clean. No surprise because it's a new hotel. We thought that our stay would be great as well. Then from the Dubai Mall, we took a cab because we didn't know there was a shuttle going to and from the Dubai Mall. Anyway, when we were at the lobby going towards the elevator, this guy (a hotel staff) somehow unfamiliar with us, stopped and asked us if we needed any help but gave us the body language that seemingly said "You're not supposed to be here." We told him we were staying at the executive club room. Consequently, we asked if we can have breakfast at the restaurant where the hotel provides and he simply dismissed us saying that no, we can only have our breakfast at the executive lounge. He didn't bother to check our booking. So we didn't argue although it said in our reservation that we have breakfast included with the room. The following day, after an afternoon again at the Dubai Mall (via the shuttle), we went to the Front Desk this time and asked about the breakfast included in the room. When we approached this other guy at the front desk, he was kind of uncomfortable dealing with us and he continued talking to his colleague without even excusing himself for not addressing us promptly. We asked about our concerns and showed him our booking but he didn't even bother to look at what I was showing him and was just impolite asking us what our room number was and what our names were. Then upon checking the system, we found out that we indeed have breakfast included. He rudely dismissed us saying "You can have breakfast at the 1st floor." Again, we didn't argue but we were already pissed about their service and how impolite these people were. So we called the front desk manager and complained, she was diplomatic and told us she was going to investigate on what happened. She told us that it was the first time she received complaints about him. SO DOES THAT MEAN HE ONLY CHOOSES WHO TO TALK TO POLITELY?! She apologized in behalf of her staff. However, we never heard from her again, which made us frustrated even more. And then, the following morning, when we were about to finally have our breakfast on the 1st floor, this lady (another hotel staff) was inside the elevator. We asked her if the elevator was going to the 1st floor where the breakfast was and she made us take another elevator only to find out that she was going to the same place we were going!! Can you imagine that?!
Upon checking out, my aunt was carrying my mom's carry-on luggage (which has an expensive logo on it). She was walking ahead of my mom. And again, this another lady staff was following my aunt giving her and the bag a doubtful stare. She then approached my aunt asking if she can be of any help. My mom saw what happened and said, no. My mom got very angry but didn't complain.
WE WERE NEVER TREATED LIKE GUESTS IN THIS HOTEL. MOST OF THE STAFF ARE IMPOLITE AND DON'T KNOW HOW TO DEAL WITH PEOPLE.
On a lighter note, we still commend some staff like the doorman and the in-room service people who greeted us with a smile and were polite, although some of them need to be trained more. Also, the filipina who assisted us during our breakfast was very pleasant. The service she gave us was beyond our expectation.
The executive club lounge was huge and comfortable. However, there are limited number of items from the buffet and there should be a chef that can address the needs of some. We were asking for eggs but they only give what was available from the buffet. Club lounges we have been to give this kind of service.
IMPORTANT NOTE TO THIS HOTEL: LEARN WHAT SERVICE IS AND WHAT IT REALLY MEANS. AN EXCELLENT SERVICE SHOULD BE GIVEN TO ANYONE REGARDLESS OF THEIR APPEARANCE, STATUS, IMPRESSION AND MOST ESPECIALLY - RACE.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.