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“Poor Service and a run down hotel”

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Sheraton Jumeirah Beach Resort
Ranked #165 of 561 Hotels in Dubai
Certificate of Excellence
Reviewed January 19, 2014

We stayed at Sheraton Jumeriah Beach over Christmas 2013. We had problems with the bed, and complained by phone and in person at the reception, we were promised that our complaint would be dealt with. Nobody ever responded to our complaint.

The rooms are dark and dingy, with no natural light. Bathroom area looked very dated, with old tile grout painted over.

Swimming pool was completed covered by shade with around 2 hours sun in the day due to tower buildings restricting.

I would also like to comment on the quality of the staff at the hotel, the majority of whom seem not able to smile. From the breakfast area to the towel hut, we were greeted by long faces.

We are regular travellers to Dubai, and by far this was the worst hotel we have stayed in when visiting.

I would rate this hotel as more like a 2* hotel.

Room Tip: Do not stay at this hotel! There are many nicer hotels on Jumeriah Beach.
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  • Stayed: December 2013, traveled with family
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4  Thank SMLondon1992
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dany D, General Manager at Sheraton Jumeirah Beach Resort, responded to this reviewResponded January 20, 2014

Dear SMLondon1992,
Thank you for sharing your experience with us. We do take all comments seriously and appreciate all the feedback we can get. I am sorry to hear that your overall experience was not up to your expectation. Please be assured that the comfort and enjoyment of our guests are of utmost importance to us and that your recent experience is not indicative of our hotel’s usual high standard of customer care. We want you to know that we truly want you to walk out the door feeling refreshed. We would love to have the opportunity to speak with you directly, so please contact us on Jumeirah.Sheraton@sheraton.com so we may understand details of your experience and resolve it.
Best Regards,
Dany Dagher

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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841 - 847 of 2,035 reviews

Reviewed January 13, 2014

The rooms: smallish, comfortable beds, modern TV, safety box, hair dryer, ironing board, clean bathroom with bathtub. We were satisfied with the room.


The breakfast was good with a lot to choose from, fresh fruit and fresh juice, cereals and ok coffee. Very good service.

The hotel lobby restaurant was really good, we ate here a few times and were really happy every time. They had great burgers and good cakes! And also here we got great service.

The beach could've been bigger, it felt a bit small and crowded. We went to the garden sunbeds instead, and it was OK, except for the problem with the tall buildings around blocking the sun after a while. Not very well planned in my opinion.

The gym was good with the essential equipment.

The service of the staff was excellent everywhere.

One thing to comment on is that the town cars offered by the hotel instead of ordinary taxi charges a lot more than a taxi, so I would choose a taxi.

  • Stayed: January 2014, traveled as a couple
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Thank Hanna_KIviniemi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dany D, General Manager at Sheraton Jumeirah Beach Resort, responded to this reviewResponded January 29, 2014

Dear Hanna K,
Thank you for choosing Sheraton Jumeirah Beach Resort for your recent visit to Dubai. We are glad to hear that you enjoyed the dining facilities, the room and our team provided exceptional service to you. We sincerely apologize for any issues that affected the peace of your visit. We would be delighted if you choose to stay with us again.
Best Regards,
Dany Dagher

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 9, 2014

This was our third visit to Dubai and I was a little disappointed with the first impression of the hotel having stayed in much newer hotels in the past. Having said that, the stay over Christmas was great.
The staff are very good and attentive and nothing is too much trouble. There is a great choice of food in the restaurant both for breakfast and the evening buffet.
We upgraded to Club Room which is great value for money if you like a few glasses of wine or cocktails of an evening. The choice of snacks throughout the day and evening however were mundane and repetitive. The staff in the Club Room are excellent.
The rooms are small compared to the newer hotels and the bathrooms are OK but, a little dated.
The beach is great but (no fault of the hotel), there is large high rise next door to the hotel which, in the winter, restricts the sun on the beach. Ample sun beds and sun shades and the beach attendants are there when you need them.
Construction all around which doesn't really effect you however, when you go outside onto 'The Walk', the whole of one side is one massive building site - by Expo 2020 it should all be finished :)............
Would we stay there again no but, only because we have stayed in newer, more modern hotels, which we prefer.
This is a great hotel for a weeks break.

Room Tip: Upgrade to Club Room and have a sea view.
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  • Stayed: December 2013, traveled as a couple
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Thank Jennie I
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dany D, General Manager at Sheraton Jumeirah Beach Resort, responded to this reviewResponded January 16, 2014

Dear Jennie I,
Thank you for taking the time to write your feedback following your recent stay at Sheraton Jumeirah Beach Resort. We were delighted to read that you enjoyed our Club lounge, dinning services and our associates created a wonderful experience for you. We really appreciate your time and effort to share your experience with us and provide us with the opportunity to further improve our services. We do hope that we will have the pleasure of welcoming you back on a future visit.
Regards,
Dany Dagher

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Reviewed January 6, 2014

This was our first visit to Dubai and we stayed with friends for a week over the Christmas period. The hotel was not a high rise only 6 floors; this was nice as every building that surrounded the hotel was a high rise and sadly there was a newly built apartment block right next to it which blocked the sun from the gardens during the afternoon. During the summer months this may not be the case as the sun would be much higher.The hotel rooms were of a good size and our room was kept very clean with plenty of towels.The hotel staff were excellent and there was a good choice for dining. Christmas evening meal was fantastic. We were disapointed that there was no evening entertainment. The club room snacks were the same most days. I would recommend different snacks each day. Staff in the Club room provided a good service and looked after us during Happy Hour.There was a large private beech with a food and drinks service.We enjoyed our stay and the hotel met our expectations.

Room Tip: Pool and sea facing rooms.
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  • Stayed: December 2013, traveled with friends
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1  Thank marina060
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dany D, General Manager at Sheraton Jumeirah Beach Resort, responded to this reviewResponded January 9, 2014

Dear marina060 ,
Thank you for taking the time to review our hotel. We really appreciate your time and effort to share your experience with us and provide us with the opportunity to further improve our services. We are delighted to hear that you enjoyed the dinning services and room. We do hope that we will have the pleasure of welcoming you back on a future visit.
Best Regards,
Dany Dagher

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 5, 2014

Our week long stay was great overall. Arrived early morning and room not available but towels and use of gym made available for changing which allowed us to go into the gardens or onto the beach to relax for a few hours after the flight. I had emailed the hotel and they arranged a limo to pick us up at the airport. The hotel is one of the more established in Dubai and so is not such a high rise with a few areas possibly needing a little updating but other aspects such as the fabulous gardens and private beach outweigh this. The service is excellent in all areas with nice little touches like cakes being left in our room as we were celebrating our 50th birthdays and silver wedding anniversary. Building work going on around and about, but isn't it always in Dubai. Overall it did not affect our stay too much. Enjoyed the Chinese restaurant particularly in the hotel. Really enjoyed the shopping malls, especially the Ibn Battuta Mall and the Mall of the Emirates.This was our second stay at the Sheraton and we would not hesitate to return in the future.

  • Stayed: November 2013, traveled as a couple
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1  Thank rednecker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dany D, General Manager at Sheraton Jumeirah Beach Resort, responded to this reviewResponded January 9, 2014

Dear rednecker,
Thank you for your wonderful review on your recent stay at Sheraton Jumeirah Beach Resort.
We were delighted to read that you enjoyed our Peacock Restaurant, beach, and our associates created a wonderful experience for you. In Order to serve you even better, we rely on your answers to our surveys to have details-specific insight about your experience in our hotel. We do hope that we will have the pleasure of welcoming you back on a future visit.
Best Regards,
Dany Dagher

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Reviewed January 5, 2014

The staff were fantastic, very friendly and attentive (especially in the club lounge). The hotel is well cared for if a little older than those surrounding it. We would go back again.

Note: there is some noise from the surrounding construction however this is bearable.

Room Tip: Sea view is preferable and in most cases further from the surrounding construction noise.
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  • Stayed: December 2013, traveled as a couple
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1  Thank Redhowler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dany D, General Manager at Sheraton Jumeirah Beach Resort, responded to this reviewResponded January 9, 2014

Dear Redhowler,
Thank you for taking the time to write your feedback following your recent stay at Sheraton Jumeirah Beach Resort. We were thrilled to read that you had an overall pleasant stay at our hotel, and our associates created a wonderful experience for you. We do hope that we will have the pleasure of welcoming you back on a future visit.
Best Regards,
Dany Dagher

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 3, 2014

We went in this hotel several time since more than 7 years.
We always appreciate the palm, the swiming pools and all employees that are very gentile and always ready to help you.
This year we spent the new year and we have been somewhat dissapointed by the noise due to the erection of a building just close to the hotel. That was embarrassing but tolerable.
However we have had the surprise to receive one week before to arrive in the hotel a message saying , that it was mandatory to participate to the new year events.
The price of this new years event is practically for 2 persons 1,5 time the price of the room for one night. We find that is not fair to oblige the customer to attend to this new year event. I deeply expect than hotel management will review his policy for the next year to allow to their customer to be free to do that they want, to finish the year. Moreover the arrangement of the table done by the hotel is not good as some people where only 2 or 3 per table....and by the way alone
Other weakness, is the size of the restaurant where it is some time not possible to take the breakfeast

  • Stayed: December 2013, traveled as a couple
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4  Thank Michel S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dany D, General Manager at Sheraton Jumeirah Beach Resort, responded to this reviewResponded January 5, 2014

Dear ROMBAS,
Thank you for taking the time to review our hotel. We really appreciate your time and effort to share your experience with us and provide us with the opportunity to further improve our services. I am sorry to hear that your overall experience was not up to your expectation. Providing our guests with the best possible hospitality and service has always been our mission. We want you to know that we truly want you to walk out the door feeling refreshed. We would love to have the opportunity to speak with you directly, so please contact us on Jumeirah.Sheraton@sheraton.com so we may understand details of your experience.
Best Regards,
Dany Dagher

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 Sheraton Jumeirah Beach Resort

Address: Al Sufouh Road | near The Walk at JBR, Dubai Marina, Dubai 53567, United Arab Emirates
Location: United Arab Emirates > Emirate of Dubai > Dubai > The Marina
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#13 Top resorts Hotel in Dubai
#38 On the Beach Hotel in Dubai
#89 Family Hotel in Dubai
#94 Business Hotel in Dubai
#96 Spa Hotel in Dubai
#96 Romantic Hotel in Dubai
#144 Luxury Hotel in Dubai
Price Range: $177 - $552 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Sheraton Jumeirah Beach Resort 5*
Number of rooms: 256
Official Description (provided by the hotel):
A beautiful resort located on the white sands of Jumeirah Beach. Right in the middle of Jumeirah Beach residence 'Walk' with great shopping and dining options, surrounded by landscaped Gardens that boast more than 200 Palm Trees. A resort haven, which combines relaxation with accessibility, is perfect for all business travelers, honeymooners, families and holidaying guests. ... more   less 
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Also Known As:
Sheraton Jumeirah Beach Hotel Dubai
Sheraton Dubai
Sheraton Jumeirah Beach Resort & Towers
Dubai Sheraton

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