Aside from a hiccup at checkin that looked to potentially spoil our stay, everything else at The Palace was top-notch.
Knowing we would be arriving ahortly after midnight, I booked a Palace Room, which is billed as 24-hour check-in/check-out, and sent more than one e-mail to the business office and reservations to confirm that we would be able to check in at 0100-0130 after a drive from Abu Dhabi. I was assured that we could, proceeded to make the reservation online, and again indicated in the comments my early arrival, and need to extend check-out to 6am. On arrival at the hotel at 0130 I was told my reservation was for "the next day" and that the room wouldn't be realy until 3pm. Not a good way to start off. After some back and forth, and attempts to retrieve e-mail communications, we were asked to go have a seat while the reservations staff worked on the problem. Fortunately, we didn't have to wait long, until a room was found, and we were finally able to complete check-in. It was about 0200 when we made it to the room. Not sure where the breakdown in communication happened, but something needs to be fixed, especially for a room categorry that is being billed as accesible 24-hours.
From then on, the stay was completely pleasant. We needed to have some suits/shirts pressed for use later that day (we were attending the Dubai World Cup), and those were promptly collected, and returned at our desired time. The room itself was very comfortable - great bed and pillows - and the bathroom well-appointed. We didn't use the deep soaking tub, but it looked very comfortable, and the rain shower was fine. Loved the dual vanity and mirrors. The view of Thiptara (the thai restaurant), pool, and Dubai Lake was quite pretty, and we could even catch a glimpse of Burj Khalifa from the far left corner.
The relatively central location was great for getting to Maydan for the Dubai World Cup, and for getting to Bur Dubai the next day for sightseeing. I also enjoyed walking through the Souk al Bahar and connecting directly with the Dubai Mall.
Breakfast at Ewaan was pleasant, especially with the outside seating overlooking the pool. The buffet was very complete, offering something for everyone. I understand the need to present such a variety given the international make-up of the hotel's guests, but a few more 'local' options would have been nice to see on offer. We were also charged for breakfast, which I thought was included with the Palace Rooms, but I didn't feel like making an issue of it at checkout.
I loved the decor and the 'Old World' feel of the property. I also enjoyed the subtle fragrance in the corridors - and I tend to be extremely sensitive to scents. This was noticeable, but not overpowering, and added to the exotic feel of the property.
Staff were very helpful, especially the Concierge team who received our World Cup badges and held them prior to our arrival, and made car and lounge reservations for us (At. mosphere).
I would gladly stay at The Palace on my next trip to Dubai, but would be sure to better document (and carry copies with me) and confirm non-standard check-ins or similar needs.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for sharing your extensive feedback on Tripadvisor following your stay with us.
First of all I would like to express my sincere apologies in regards to the inconveniences faced during the check in process. I do believe that it is very frustrating that after so many emails the request was not taken care to update the reservation for a smooth check in at such a late hour. As you mentioned it is a result of bad communication which was addressed already to the reservation team to look into it to avoid these kinds of incidents in the future. At the same time I am really happy to read that despite of the arrival experience you appreciated so much the room and the views, the breakfast where we also thank you for the suggestions.
Thank you again for the wonderful comments and we looking forward to welcoming you back soon.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.