Staying for 3 weeks here and would expect better client service. Their logo was "it's all about you ....". Well, really? Upon arrival, I had problems with the internet coonectiion and needed faster connection for work reasons. When asking the reception, I was given this answer "We can upgrade you but it will cost you 50 per hour or so. I was like "Eh, I am staying and paying for 22n, would it be possible to get upgrade for 1n? No.
I asked if it would be possible to get complimentary dry cleaning of 1 set of work attire (1 shirt and 1 pants), as I did get this service in Singapore and Shanghai on other business trips. Reception again said: No, you can use our dry cleaning service (ofcourse I know I can use hotel dry cleaning service).
In my room there was a "personal" note from the GM (General Manager), so I wrote to the given address. Email address given was incorrect, so my email bounced back. I fwd that email to the reservation email address and asked whether there is something wrong with the email address and how I could write to the GM. Never heard back. Whereas when I wrote to the same reservation email address to inquire about room availability, I got a prompt feedback. We talk about summer, low season in Dubai, Ramandan, so I don't exactly think the reservation is swamped in email.
The hotel promotes that you can register your frequent flyer card with them, but when I asked I got rejected. The reason was that the booking was made by my compay travel desk. They said that I could only register my stay if I didn't book thru my company. I asked if this rule was stated somewhere, and the response was no, it's just our company policy. Heh. OK. So I asked further "assuming that I cancel my booking, and then re-book under my name, would that be OK?
Housekeeping staff is friendly but they keep forgetting to supply drinking water in my room (Dubai summer - ultar hot outside). I am used to get 2-3 bottles of drikning water free of charge, here I have to remind the staff. So my point is, I never felt "it's all about me", so it would be better to remove this branding slogan, which in reality didn't mean anything. For a so-called 5 star hotel, I would say that the facilities are adequate to its peers. But the customer service training may need upgrading in order to set this hotel apart in a city full of hotel competitors. Would I return? For the same amount of money, I would go somewhere else. I still have 1 week left and wonder if I should just check out early and test other facilities. Perhaps staff and customer service is average elsewhere in Dubai as well :)
- 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