I have stayed at this hotel several times (albeit previously in 2012 and 2013 in its previous name as Dhow Palace Hotel). This time the hotel was fully booked for my six night stay and frankly I was treated by Reception staff as if I really did not matter to them. This hotel could be very good, but it is let down by VERY poor Reception staff attitudes and lack of effort to uphold any standard of service. At check-in I expected to be greeted as a previous guest but Reception literally grunted and advised me that the hotel was very full and they 'hoped' I was not fussy. When I said that I expected high standards based on the high rate (double what I last paid as the Dhow Palace) there was no response at all. I had asked for a King size bed (or at least a double) in the Superior room (this is a basic room at this hotel) but received a twin overlooking the next building with a view into windows of the next hotel. I had not realised that this view existed as my previous stays has good views! A real problem with this hotel is the failure to deliver on promised service and the chasing up that is required to obtain service. For example I sent a suit for dry cleaning at 8am. I was informed that my suit would be returned the following day. When I reminded Housekeeping that they advertise a return at 6pm for collections prior to 9am I was told that they would manage that after all. At 9pm I called to ask about my suit and was informed it was on the way. At 10pm I called again to be told that my account was not authorised for extra service costs and I would need to pay cash. A discussion with the Duty Manager ensued and it transpired that erroneously despite having my card blocked for Dhms 4000 the Check-in Receptionist had not authorised any services on my room account. This was finally corrected but with no apology and the Manager just said that Reception are very busy! I could give another 5 examples. For balance I should state that the airport meet and greet worked well and the courtesy hotel to airport service was also good. The garage provision used by a colleague was also excellent. I will NOT be staying at tis hotel again and they have lost a regular guest, but I am sure they won't worry at all.... more punters await will be their attitude!
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- Also Known As:
- Hotel Dhow Palace
- Dhow Palace Hotel Dubai