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“Pleasant stay - lacking the finishing touches”

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The Palace at One&Only Royal Mirage Dubai
Ranked #8 of 549 Hotels in Dubai
Certificate of Excellence
Stafford
Level 3 Contributor
14 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
“Pleasant stay - lacking the finishing touches”
Reviewed September 22, 2012

We arrived at the One & Only perhaps with very high expectations, having enjoyed a fabulous stay at the One & Only Ocean Club in the Bahamas. We love Dubai, and generally the service is excellent in most hotels. Service here was efficient and smooth, with all staff being friendly.

However, I feel that having experienced fantastic service at the Ocean Club, we expected that here. The Ocean Club provides a glass of champagne and chocolate dipped strawberries each evening around 6pm in your room, chocolates on the turn down, spritzers/cold face towels on the beach etc. Yes, I know all of these seem like I am being precious, but when you visit one of the "Leading hotels in the world" you expect the little finishing touches, that make it stand head and shoulders above the rest.

The hotel was lovely and clean, room was a very good size, and they provided us with a lovely cot for our 6 month old baby, along with a menu of things they were able to offer us (kettle - no tea making facilities, stroller, steriliser etc.) They also provided a handy pack of baby toiletries, and kindly gave my son a toy camel when we arrived.

Breakfast was nice, although not half as much choice as other hotels I have stayed at in Dubai. Getting to and from the Olives restaurant with a pushchair was a bit testing, as there were lots of steps, and seemingly no lift to reach the restaurant.

The pool area is beautiful, as is the beach. We had a great evening at the Jetty Bar, enjoying beautiful food and cocktails, all in a lovely setting on the beach.

All in all, a pleasant stay, but lacking the finishing touches we would have expected from a hotel of this caliber.

  • Stayed September 2012, traveled with family
    • Value
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    • Sleep Quality
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    • Service
Helpful?
Thank princessel37
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
residenceandspa, Manager at The Palace at One&Only Royal Mirage Dubai, responded to this review, October 8, 2012
Dear Guests,

Thank you so much for sharing your recent experience, and indeed delighted to read that you enjoyed our facilities and services provided by our team of dedicated members.

We value such feedback which is shared with all and look forward to your return visit in a not too distant future.

Kind Regards
Anthony Pollocks
One&Only Royal Mirage Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Playa del Carmen, Mexico
Level 2 Contributor
7 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed September 19, 2012

We had a good experience with hotel until I checked my credit card when I got home. We settled our bill in cash before we left. When I checked my credit card when I got home they had charged my card without my permission for a half bottle of wine from the mini bar. We only had soft drinks from the mini bar because it was so expensive. When I emailed them they would not refund my money, €45 for half bottle of wine I didnt consume. Very unprofessional behaviour for a five star hotel.

  • Stayed July 2012
    • Value
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    • Cleanliness
    • Service
Helpful?
3 Thank beacgh9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Liverpool, United Kingdom
1 review
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed September 16, 2012

We group of 6 stayed in "The Palace one and only Royal Mirage" for 6 night from 26 August 2012. We have been visiting Dubai at least twice a year for the last 7 years. We have stayed at Jumeira Beach, Al-Qasr, MinaSalam and Grand Hayat. This time thought we should try One and Only Royal Mirage, which was indeed a bad decision.

Rooms Service was so pathetic that we ordered tea in the room twice but on both occasions it took one hours to arrive. On one occasion tea arrived without any milk. It took about 30 more minutes for milk to come and we had to satisfy ourselves with coldest tea of our life. Complimentary newspaper was only available but only on request. We have to give them a ring that you need the newspaper.


Hotels we stayed in previously, all had free WIFI and internet but NOT in the The one and only Royal Mirage. Even three star hotel in Dubai offer free Wifi. Despite paying for this service ,internet is extremely slow that most of the time it does not work.

Food was average, nothing special. But service was poor as usual. We were told breakfast started at 6.30 . We had to leave couple of days early but there was no cook on eggs counter.

We had half board package and went to have lunch one day. It was only when we ame to know that Royal Mirage half board only includes Dinner NOT lunch. However this information was not given to us when we checked in. Tried to speak to manager but he/she was not available. There is no such thing as customer service.

Couple of times we booked for taxi at 7 am but both occasions there was no taxi. At one occasion we had to wait for 25 minutes and were very late for an important meeting.

Rooms were average and we could have stayed in better hotels with the same price and far efficient service.

We will never stay in one and only Royal Mirage and will not recommend it to anyone.

  • Stayed August 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank Aniq186337
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
residenceandspa, Manager at The Palace at One&Only Royal Mirage Dubai, responded to this review, October 8, 2012
Dear Guests,

Thank you so much for sharing your experience related to your recent stay with us. We indeed apologize if we have come short of meeting some of your expectations and rest assured that each comment is reviewed with members of the concerned team and adjusted where ever possible.

We hope that you will give us the opportunity of welcoming you back to demonstrate our ability to deliver service and facilities to your expectation and to amend your latest views.

We look forward to such opportunity in a not too distant future.

Kind Regards
Anthony Pollocks
One&Only Royal Mirage Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
england
Level 3 Contributor
19 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed September 12, 2012

We transferred to the One and Only for 5 nights from the Al Qsar (which i have also written a review of)
We were staying in the Palace at the One and Only and the check in was very relaxed and the gentleman took time to explain about the half board, the hotel itself and the facilities. Our room was lovely and very clean (smaller than the Al Qsar though) and we had a view out to the sea.
The half board option worked well and the restaurants that are not included you still get a credit it, but do book a table as they do get busy. i have to say that we loved Eau Zone and the beach bar. We had a drink in the roof bar, which is a great setting looking out over the Palm. We also took a trip in the boat (you have to book this and i think it only runs from 6pm?) over to the Mirage101 restaurant on the Palm, this was our favourite as the whole setting,the food, atmosphere were just perfect.There is buggy service that goes around the resort as even though it does not take long to walk it can be a bit of a trek in the heat.
The beach is very nice,however if you are expecting a view (we were already aware that there was not much of one) out to the horizon you will be disappointed, you have The Palm to the right the Marina to the left...and the building site of the Palm straight ahead. The service on the beach,was virtually non existent, several times i had to go and find some one to get towels and drinks, which was a bit disappointing.
The pool area is really nice, and there is an adult pool area too, and the grounds of the hotel are very beautiful and well kept.
This is a very tranquil hotel and our stay was very nice, but i have to be honest and say it was not as good as we expected, some parts of the hotel felt a bit 'tired', one of the main restaurants was shut, another one did not open on a Sunday evening, and another little niggle was the charging for the WI Fi ....(free at the Al Qsar) ...it just lacked that extra special 'something'

  • Stayed August 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Bluebelle20
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
residenceandspa, Manager at The Palace at One&Only Royal Mirage Dubai, responded to this review, October 8, 2012
Dear Guests,

Thank you so much for sharing your experience related to your recent stay with us. We indeed apologize if we have come short of meeting some of your expectations and rest assured that each comment is reviewed with members of the concerned team and adjusted where ever possible.

We hope that you will give us the opportunity of welcoming you back to demonstrate our ability to deliver service and facilities to your expectation and to amend your latest views.

We look forward to such opportunity in a not too distant future.

Kind Regards
Anthony Pollocks
One&Only Royal Mirage Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Stafford, United Kingdom
Level 5 Contributor
77 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 47 helpful votes
Reviewed September 11, 2012

Stayed here in December 2011 - bit late with my review! We stayed for 4 days & only wish it could have been longer, we were in Dubai for a family wedding. From the moment the private taxi collected us from the airport - warm lemon handtowels to freshen up & cold bottled water - perfect! Upon arrival at the hotel you are welcomed into the hotel by a gong being hit, made us feel rather special! Check in was easy, drinks provided whilst this was done. Our bags were promptly bought to our room.
We had a twin room on the ground floor overlooking the 'Adult' pool, beautiful location & peacocks often strolled passed our terrace while we sat out. Our room was beautiful with an amazing bathroom with seperate shower cubicle. Whilst we were there it was my mother'sbirthday & she was left by housekeeping a beautiful chocolate cake & flowers, then from management a polo shirt & a Spa treatment - just amazing!
The hotel itself is just truly beautiful, little courtyards with covered seating areas, outside the grounds are immaculate & the pool so realxing. The pool staff come round with cold drinks & flannels - a lovely touch. We ate at Eau Zone & The Beach Bar, both fantastic locations & delicious food. Breakfast was an excellent array of hot food, cold meats, cheeses, breads, cakes etc, fresh tea & coffee made to order. Word of warning - if eating outside on the terreace the birds are rather cheeky, we saw a bird swoop down & swipe a chunck of bread from a gentleman's plate!!
I really cannot find fault with this hotel, the staff seem to second guess your requirements & are at hand in a discreet manner. Will definately return & can't wait to do so!

  • Stayed December 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Dibble007
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
residenceandspa, Manager at The Palace at One&Only Royal Mirage Dubai, responded to this review, October 8, 2012
Dear Guests,

Thank you so much for sharing your recent experience, and indeed delighted to read that you enjoyed our facilities and services provided by our team of dedicated members.

We value such feedback which is shared with all and look forward to your return visit in a not too distant future.

Kind Regards
Anthony Pollocks
One&Only Royal Mirage Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
devon
Level 5 Contributor
65 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
Reviewed September 8, 2012

Having just stayed at Jumeirah hotels this was a little disappointing. My sister and I pulled this 'out of a hat' in a way but thought it would be good being a One and Only. The gold club area was rather plain and beige. The other areas looked a bit tired and in need of some TLC.
Our room was OK with quite a nice bathroom but we had to ask for tea/coffee facilities and fruit arrived in our room on the last evening of 5!! The sound proofing was very poor so corridor noises streamed in.
Staff were friendly apart from the exec club manager who just about managed good afternoon as he stalked the room.
Tried dinner in Rotisserie one night and although the food was good the room was literally awful. It reminded me of an eastern block hotel just after the wall came down. A terrible smell filled the room too.
Food generally good. Best Mother of Ali.
Beach lifeguard not ever at post and very few extra touches on beach, just sun glass cleaning and water. View from beach is not great with dredging and building sites to gaze out at. Palm and tower blocks behind are pretty at night.

Sadly I will not stay here again but perhaps may try One and One the Palm which looked so much nicer if a bit more expensive.

  • Stayed August 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank pjawDevon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
residenceandspa, Manager at The Palace at One&Only Royal Mirage Dubai, responded to this review, October 8, 2012
Dear Guests,

Thank you so much for sharing your experience related to your recent stay with us. We indeed apologize if we have come short of meeting some of your expectations and rest assured that each comment is reviewed with members of the concerned team and adjusted where ever possible.

We hope that you will give us the opportunity of welcoming you back to demonstrate our ability to deliver service and facilities to your expectation and to amend your latest views.

We look forward to such opportunity in a not too distant future.

Kind Regards
Anthony Pollocks
One&Only Royal Mirage Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
uk
Level 5 Contributor
32 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
Reviewed September 5, 2012

From the moment our car delivered us to the door and the gong sounded our welcome it was luxury.
on arrival we were shown to a seating area in the lobby where there were drinks and croissants to be had,our passports had already been taken and after we had eaten Rochelle came to find us and took us to the gold club lounge where she explained everything to us while apoligising that our room was not ready as the hotel was full.we were shown to a room where we could change into our swimwear so we could use the pool while we waited.but not before we had been introduced to Jaggar in the club lounge who brought us more coffee and told us to help ourselves to more food if we were hungry.
We used the pooll and got a call to say our room was ready after about 90 minutes,again Rochelle took us to our room and as we walked in was wow it was beautiful,she explained how everything worked and gave us the code for complimentary wifi which we were not expecting at all.
the room we were in 543 was all we had hoped for, a lovely super king size bed which was so big it felt like you were sleeping alone and was so comfy.
The bathroom had 2 sinks a walk in shower and a bath that took 2 minutes to fill with lovely toiletries to enjoy including a lovely bag of bath salts.
Loads of hanging space with plenty of coat hangers with a light that came on as the door was opened.
The fridge and drawer were topped up with drinks choc nuts suncream deodrant etc although we didnt use any of it (a bit pricey)
We had a lovely bouquet of white roses and lilys in our room as we were celebrating our wedding anniversary while there we also got given a lovely photo frame and card.
we asked for a kettle which was brought promptly with teabags and individual milks.
The club lounge entitles you to continental breakfast hot and cold drinks all day,afternoon tea which consisted of a selection of sandwiches cakes biscuits scones cream and fresh strawberries,then alcohol between 6pm and 8pm which was served by the very efficient Raja who remembered what everyone drank.he makes a mean pimms.thanks raja.
the pool was amazing and even though the hotel was full it never felt crowded,you were brought cold water every 10 mins or so cold flannels sunglass cleaning.you could also get an ice bucket to put your own drinks in.
They have water volleyball every day and also a table tennis table near the pool to burn off the calories.We didnt use the gym so cant comment on that.
we tried olives both for breakfast and dinner but we preffered the rottiserie which we used for 8 days out of 10,the cooked to order steaks were just perfect as was the creme brulee.
we also went to the beach bar and grill where we had the half board menu which was a lovely meal and the atmosphere there was also good.
We didnt use the other restaurants as the 155dhs would of only got us a main course and we liked the choice at the rottiserie.The singer also kept us entertained while we ate.
The room boy was fantastic and done a good job he was also very trust worthy,i left my diamond ring in the bathroom one day but it was still there when i returned thankyou prabha for keeping our room clean and for the fresh flowers when our others had died.
The staff were fantastic always had a hello for you. special mention to PRABHA our room boy,RAJA in the club for giving us great service and sharing stories about his family in India with us you are an asset to the hotel.JAGGA also in the club in his lovely gold jacket we had a few laughs with him while he was telling us his stories
George in the rotisserie for waiting on us,also Junior the manager in the rotisserie he was always friendly and stopped for a chat.
rochelle in the club who was always on hand with any help that we needed.
Thankyou for a great stay we will be back.

Room Tip: pay the extra for the gold club you will save a fortune on drinks.
See more room tips
  • Stayed April 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank roadtrippersx2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
residenceandspa, Manager at The Palace at One&Only Royal Mirage Dubai, responded to this review, October 8, 2012
Dear Guests,

Thank you so much for sharing your recent experience, and indeed delighted to read that you enjoyed our facilities and services provided by our team of dedicated members.

We value such feedback which is shared with all and look forward to your return visit in a not too distant future.

Kind Regards
Anthony Pollocks
One&Only Royal Mirage 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 The Palace at One&Only Royal Mirage Dubai

Property: The Palace at One&Only Royal Mirage Dubai
Address: Al Sufouh Rd | Jumeirah Beach, Dubai 37252, United Arab Emirates
Phone Number:
Location: United Arab Emirates > Emirate of Dubai > Dubai
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 Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Top resorts Hotel in Dubai
#4 On the Beach Hotel in Dubai
#8 Luxury Hotel in Dubai
#25 Family Hotel in Dubai
#41 Romantic Hotel in Dubai
#97 Business Hotel in Dubai
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — The Palace at One&Only Royal Mirage Dubai 5*
Number of rooms: 231
Official Description (provided by the hotel):
The Palace at One&Only Royal Mirage conjures the magic of Arabia, a domain where guests may wander amidst the abundant gardens or stroll amongst the meandering water features. The property is generous, with 231 guest rooms and suites, on a private beach that offers rich leisure facilities, such as the impressive temperature-controlled swimming pools, water sports centre, tennis courts, golf putting green, ‘KidsOnly’ children’s facilities and, most importantly, a tranquil haven for rest and relaxation. ... more   less 
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Also Known As:
The Palace At One&Only Royal Mirage Dubai Hotel Dubai
The Palace At One And Only Royal Mirage Dubai
Royal Mirage Dubai

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