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“Excellent rooms, unacceptable service”

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Bonnington Jumeirah Lakes Towers
Ranked #85 of 551 Hotels in Dubai
Certificate of Excellence
Kuwait City, Kuwait
Level 4 Contributor
25 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
“Excellent rooms, unacceptable service”
Reviewed November 15, 2012

First impression of the Bonnington was that the hotel staff need serious training in customer service. After trying to check in, I was asked to have a seat and wait while they checked the room. Most annoying thing about this was that it was 4:30 PM, two hours after the check in time of the hotel. Even after making me wait 20 minutes the staff provided no apologies and no answers as to why the room wasn't ready upon arrival.

This was just the beginning. After finally entering the room I was relieved that the service wasn't an indicator to what the rooms would be like. The room was clean, spacious, and very modern. It was very comfortable to be in.

Unfortunately the comfort and luxury of the room was constantly overshadowed by the ridicilous level of service whenever I made the smallest request. EVERYTHING requested from room service took AT LEAST 20 minutes to get delivered to the room. Ice buckets were small "because the hotel is full and all other guests have our big buckets" according to the staff member who delivered the ice to my room. The only request that didn't require a second follow-up call to make sure it was completed was breakfast; which wasn't too impressive either. The omelette was alright, served with a side of cooked, cold mushrooms...

Check out was almost as bad as check-in with staff taking ages to check the mini-bar, even though they were informed as to exactly what had been used from it.

Quite unfortunate that the level of service was so disappointing that it removed any lasting impression I would have had of the lovely rooms. Considering the conpetitive nature of the hotel industry in Dubai, I will not be visiting the Bonnington again.

  • Stayed November 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Azubaid
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bonningtontower, General Manager at Bonnington Jumeirah Lakes Towers, responded to this review, November 16, 2012
Dear Azubaid,

Thank you for your comments.

Please accept my sincere apologies for the service shortfalls you experienced during your stay with us.
In our efforts to delight each and every guest, we appear to have fallen short of our usually very high standards.
We have noted your comments and will work towards ensuring that similar incidents do not reoccur the next time the hotel is as busy as it was when you stayed with us.

Sincerely,

Bruno Guilloux, General Manager & the Bonnington Jumeirah Lakes Towers’ Management Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,826 reviews from our community

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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (293)
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Manchester, United Kingdom
Level 3 Contributor
11 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed November 13, 2012

Just spent an incredible five nights at the Bonnington and cannot complain at all.

Easy airport pick up which took us straight to the hotel. We had a stunning Club room on the tenth floor with great amenities and was very comfortable.

Online pictures don't do the hotel justice - looks much better in real life.

We paid for a Club room which gave us access to the Club lounge - well worth doing with nice food, coffee etc all day and hot canapes and alcoholic drinks between 6-8pm. We saved a fortune by not eating out so much due to the choice in there.

The breakfast included in our rate was vast and extremely tasty and delicious. All the staff we encountered were very helpful and polite.

The Leisure Deck is great with a lovely jacuzzi and bar menu. The location of the Bonnington is great - a five mins walk from JLT metro station and only five mins in a taxi to the marina and a little further to the Palm.

The only small thing was on two occasions we had to ring housekeeping to get our room made up, but as soon as we did they were up in no time at all to sort.

Overall a great experience and a lovely hotel, which we will be back to visit on our next trip to Dubai very soon.

Room Tip: Pay the extra for a club room - you get lots of extras including being higher, lounge access, turn d...
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  • Stayed November 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank SebThompson
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bonningtontower, General Manager at Bonnington Jumeirah Lakes Towers, responded to this review, November 16, 2012
Dear SebThompson,

Very many thanks for your detailed review!

It was an absolute pleasure to read that you enjoyed your stay in one of our Club Rooms and also the facilities & service provided in our club lounge.

I would like to thank you, too, for leaving a separate review for our Cavendish Restaurant, which the team there appreciated very much.

We all hope to see you again in the future!

All the best,

Bruno Guilloux, General Manager & the Bonnington Jumeirah Lakes Towers’ Management Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Aylesbury, United Kingdom
Level 2 Contributor
5 reviews
Reviewed November 12, 2012

I've stayed here a few times on a mix of pleasure and business, the staff are of the friendliest you will get in the region and they fall over themselves to help.

True the hotel looks great, day or night, it's a nightmare to get to in a taxi during rush hour, so use the Metro if you can - but that is not the hotel's fault.

Once you've stayed there a few days you will doubtless get frustrated when you get used to the rooms. The lack of useable space is a real chew, boiling a kettle is a pain, try and fill the iron (if you've got one) and you will see how badly executed the whole experience is.

The showers often flood the bathroom, the sinks, taps, plugs and baths look amazing until it comes to using them as they are often faulty and there is no indication as to hot and cold and they appear to differ room to room.

There is a distinct lack of usable power sockets, so ironing is a pain (if you've managed to fill it without making a mess) and not all have the power to do what you expect.

The TV service - just like most hotels - is pretty poorly set up, but I can't tell if it's the service provider or the hotel that is responsible as it seems to be like that wherever you go.

The Bonnington is fine for a short stay as the pool and the jacuzzi are great after a hard days shopping or in the office, and the breakfast is pretty decent, and McGilligans in the basement always looks buzzing but like the bar it is very smokey.

Room Tip: In the Bonington, a room is a room, there is little to chose in my experience.
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  • Stayed October 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Adam F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bonningtontower, General Manager at Bonnington Jumeirah Lakes Towers, responded to this review, November 14, 2012
Dear Adam F,

Thank you very much for taking the time to review us!

It was nice to hear that you rate our associates so highly!

I was, however, disappointed to read that you did not enjoy other parts of your recent stays equally much.
Please do not hesitate to contact one of our Guest Service Managers when you’re here next and find that something isn’t quite right – we’ll do our best to get it fixed or, where it’s design-related, find a compromise that works better for you.

All the best,

Bruno Guilloux, General Manager & the Bonnington Jumeirah Lakes Towers’ Management Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Lagos, Portugal
Level 6 Contributor
148 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 112 helpful votes
Reviewed November 12, 2012

The Bonnington Hotel is Irish owned and has everything you would expect from the Irish - including the best pub in Dubai. Every night there is something to surprise and entertain you. The hotel is run to a very high standard and is wonderfully located for access beach, shopping malls and other Dubai hot spots. While Jumeirah Lakes is not a beach side or Downtown location you will find the Bonnington excellent value and a hugely enjoyable experience.
You won't get better hotel value in Dubai.

Room Tip: best if you get one of the apartment rooms at the higher levels. But it will be a bit pricier
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  • Stayed October 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank David M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bonningtontower, General Manager at Bonnington Jumeirah Lakes Towers, responded to this review, November 14, 2012
Dear David M,

Very many thanks for your review! It was great to see that you enjoyed your stay here and got to experience the craic in McGettigan’s, too!

We hope to see you again in the future.

Best regards,

Bruno Guilloux, General Manager & the Bonnington Jumeirah Lakes Towers’ Management Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Houston, Texas
Level 3 Contributor
16 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed November 10, 2012

I stayed here for 4 nights on business, the location is good if a little far from down town. The rooms were clean and well maintained and the hotel staff i dealt with where also helpful and friendly. There are plenty of entertainment / food options in the hotel or in the surrounding marina area, given that i was there in Nov it was easy to talk around but you would most likely need a taxi in the summer time.
I would stay here again if i was in Dubai on business, not sure how it would work for a holiday although there seamed to be plenty of vacationers in the hotel.

  • Stayed November 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sprockett2008
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bonningtontower, General Manager at Bonnington Jumeirah Lakes Towers, responded to this review, November 14, 2012
Dear Sprockett2008,

Thank you for your TripAdvisor review!
We always enjoy hearing from business travellers like yourself and it was good to see that you enjoyed your stay with us.

Great that you got to see some of the neighbourhood, too – now really is the perfect time to make the most of the very pedestrian friendly Jumeirah Lakes Towers area.

Sincerely,

Bruno Guilloux, General Manager & the Bonnington Jumeirah Lakes Towers’ Management Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Coventry, United Kingdom
Level 2 Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed November 9, 2012

Lovely place to stay everything was so close metro from transport and shops for food. I stayed in the one bedroom apartments, facilities and amenities etc were great.
2 things not to keen on but the first is a personal preference.
1, the shower what a mess, it was a stand in bathtub type but the protective screen only came 1/4 way across the tub so I think I washed the floor every shower time.
2, and this is just a poor service there are 3 lifts from floor 11-40, waiting time for a lift is like 5 mins, as this is a residence building also so many people for so FEW lifts.

  • Stayed November 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Richard B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bonningtontower, General Manager at Bonnington Jumeirah Lakes Towers, responded to this review, November 14, 2012
Dear Richard B,

Thank you very much for your review! It was good to hear that you enjoyed your stay here, however, please accept my apologies for the inconvenience caused by the shower panel and the lifts.

In regards to the first matter, we will look into ways to improve this situation, which concerns the bathroom in our apartments only.
In regards to the lifts, there is unfortunately very little else we can do. We recently fitted additional access restriction mechanisms to our apartment lifts to ensure that they are only used by guests requiring access to the apartment floors. During busy times, like when you were with us, the lifts do get used a lot and delays are sadly unavoidable at times.

Once again, many thanks for sharing your feedback and we all hope to be able to welcome you back to the Bonnington in the future.

All the best,

Bruno Guilloux, General Manager & the Bonnington Jumeirah Lakes Towers’ Management Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bergen, Norway
Level 2 Contributor
9 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed November 8, 2012

My husband and I have just returned fom the Bonnington Jumeirah Lakes Towers and it was an ok stay. We booked through lastminute.com as a Secret Hotel and got a great price. We checked in very late (2am) and were given very little information about services (didnt know we had Wifi until the next evening) but were given quite a sell on the breakfast ('special price if you book now') Our room, whilst beautifully appointed stank of cigarette smoke, we were moved after complaining but 5 star, it was not. We needed to do print 2 pages of A4 and were charged for this, again not 5 star service. On the plus the 2nd room was great, loved the bathrobes and slippers, and toiletries (topped up evey day). The pool and leisure deck was lovely, the staff were very attentive and fun, the Irish bar great fun and the barbecue food on the weekend is great. We got a great deal for a 5 star hotel in Dubai, but unsure if we could have got a better deal if we had looked at 4 star hotels, which I think this should be classed as. All in all a good hotel but not 5 star.

  • Stayed November 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank FionaCHH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bonningtontower, Front Office Manager at Bonnington Jumeirah Lakes Towers, responded to this review, November 16, 2012
Dear FionaCHH,

Thank you for your review.
It was nice to see that, overall, you had good time at the Bonnington, however, please accept my apologies for the service shortfalls you experienced during your stay.
Although all our rooms and apartments are non-smoking, occasionally guests do smoke in their rooms, yet this should have been addressed by housekeeping before your arrival.
Our Front Office Manager has also briefed her team again on the importance of providing guests with all the necessary information upon arrival.

Sincerely,

Bruno Guilloux, General Manager & the Bonnington Jumeirah Lakes Towers’ Management Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Bonnington Jumeirah Lakes Towers

Property: Bonnington Jumeirah Lakes Towers
Address: Cluster J | Jumeirah Lakes Towers, Dubai 37246, United Arab Emirates
Location: United Arab Emirates > Emirate of Dubai > Dubai
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#55 Romantic Hotel in Dubai
#70 Business Hotel in Dubai
#76 Luxury Hotel in Dubai
#82 Family Hotel in Dubai
Price Range (Based on Average Rates): $
Hotel Class:5 star — Bonnington Jumeirah Lakes Towers 5*
Number of rooms: 480
Official Description (provided by the hotel):
The Bonnington Jumeirah Lakes Towers - Dubai, located in the heart of Jumeirah Lakes Towers along Sheikh Zayed Road just opposite Dubai Marina, is a 5-star hotel with 208, all non-smoking, rooms and suites, 272 luxurious serviced hotel apartments, 5 restaurants and bars, 6 conference suites, a Leisure Deck on the 11th floor with infinity pool, state of the art gym, pool bar, Jacuzzi, steam, sauna as well as a ladies' hairdressing salon. ... more   less 
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Also Known As:
Bonnington Jumeirah Lakes Towers Hotel Dubai

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