Let me start by saying this is an excellent hotel. Everything about it is first class and the staff have to be the best hotel staff I have ever encountered. The rooms are amazing, breakfast is great and plenty of choices, pool area is ok not great but ok. The hotel is in a great location and is one of the best hotels I have stayed in.
My only problem with this hotel is it is far too interested in money rather than customer service. I booked this hotel as it does 24 hour check-in. We booked and paid for our accommodation months in advance. Nearly a year. When we arrived at 2.00am along with other couples I was surprised how slow they were at checking us in and even though they had finished one couple they were not giving them their room keys. Yes my suspicions were confirmed when after we all finished our paper work the night manager told us our rooms are not ready and wouldn't be for 2 more hours. YOU ARE KIDDING RIGHT?
We stayed late October during the holiday so this is I think were the problem with this hotel lies. Book as many in no matter if you have already booked the room and taken money, squeeze them in.
This wouldn't matter so much during the day but at this time of the morning, it is not on. They tried very hard to make it up to us. They opened the Sheraton Club Lounge for us to wait in, gave us club membership for our stay. Sent fruit and wine to our rooms but it still does not make up for having to wait until after 4.00am to get into our rooms. Our room was on the club floor which was fantastic but still I would rather have a room on another floor then wait until after 4.00am for my room.
We lost a whole day in Dubai due to this complete disregard for customer service which was booked and paid for way in advance. We did not get to sleep until after 5.00am so of course we slept late plus this put our body clocks out for the next day as well.
No amount of sucking up to us while we were there can make up for this complete stuff up. We were lucky however as we met other people the next day checking in who did not get a room at all and were sent to the Radisson.
Great Hotel, the best staff you could ever ask for but bad customer service. A hotel of this standard should not treat its clients this way.
- Official Description (provided by the hotel):
- Directly connected to the world-renowned mall, the Sheraton Dubai Mall of the Emirates Hotel is a gathering place for corporate travelers, vacationers, and shoppers alike. The hotel is centrally located, with easy access to such destinations as Jumeirah, Dubai Marina, Jebel Ali Free Zone, and Dubai World Trade Center. Dubai International Airport (DXB) is only 20 minutes away by car. ... more less
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- Also Known As:
- Pullman Dubai Mall Of The Emirates Hotel Dubai