If you haven't been to Dubai before, you won't be disappointed, but if you're used to real five star service, you'll be disappointed. Here's the email that I sent to Guest Relations with my feedback:
llowing my call to guest relations a few moments ago, I wanted to share some complaints about your service so you can act on them now and also ensure future guests can benefit from better service.
When we arrived yesterday, we were initially encouraged and it was nice to be escorted to our room.
At the pool is was good to be asked by guest relations if we had any requests. I did - I asked if any of the TV channels would be showing the Olympics and Ali told me he'd call my room to let me know. Unfortunately, Ali failed to call me back which was poor considering he works in Guest Relations so should be setting the example.
At lunch time, service was OK in the all day dining restaurant although the food was generally not kept not on the buffet and the chefs were just stood around looking bored with their arms folded.
At dinner in the steak house, it was 25 minutes from being seated before a menu was given to us and even after we had ordered food, we still hadn't been asked if we wanted drinks. I received the wrong starter. After the main course, we we so bored of waiting that we chose to leave before dessert was offered.
After dinner, we went to reception to see if a late check out would be available, but was told that although it is quiet, we would only be able to extend until 1pm otherwise be charged for a further half day. This seems crazy given the resort is quiet and we had told the receptionist that we were bringing guests to visit us at 6pm this evening to have drinks. We're already giving you extra income!
At breakfast this morning, we ordered peppermint tea to drink but by the time we were ready to leave, it hasn't arrived.
It really feels like staff haven't been trained well and don't communicate with each other. I also have to say that the pricing of drinks and snacks has been the most I've ever paid in a hotel. I live in the Ritz Carlton DIFC and even their beverages are much cheaper. To pay AED 25 for a bottle of local water that retails at AED 2, or a coke for AED 20 that is AED 1.5 or a Magnum ice cream for AED 25 that costs AED 6 is just crazy. It feels poor when the standards of the hotel are far from five star. The rooms and facilities are more like four star with service being two to three star.
Please let you let me know your thoughts?
- Official Description (provided by the hotel):
- Situated on the fronds of Palm Jumeirah’s east crescent, Rixos The Palm Dubai is the UAE’s first luxury multi-concept resort. The resort boasts the city’s most spectacular location offering panoramic views of the azure waters of the Arabian Gulf, Dubai's iconic skyscrapers, the glittering skyline of Dubai Marina and the remarkable lagoons and architecture of Palm Jumeirah itself. Decorated in sophisticated shades of cream and gold, accented with dark wooden furniture and parquet flooring, the resort features 231 rooms and suites that provide a wealth of comfort and luxury. ... more less
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