Address Grand Creek Harbour

Jonathan best service and hospitality ever always delivers exceptional service

My stay at Address Creek Harbour, Dubai, was extremely disappointing and fell well below the standards I would expect from a five star hotel, particularly one operating under the Address brand.

I have visited Dubai many times and stayed at numerous luxury hotels, but I have never experienced service as consistently poor as I did during this stay.

The most serious issue was the lack of hot water in my room for two days.Although I reported the problem, it was not resolved promptly Even more concerning, at approximately 3:00 am., maintenance staff entered my room while I was asleep to address the issue. They apparently believed I had been moved to another room, which highlighted a serious lack of communication between departments. Being disturbed in this way during the night was completely unacceptable.

The food and service were also very disappointing.While dining by the pool, I ordered prawn tempura, which arrived undercooked and was inedible. After complaining, I ordered chicken wings as a replacement and agreed to pay the small price difference.However, the chicken wings also arrived undercooked and soggy.Despite raising the issue again, I was not offered a refund for either dish and was still charged, even though both meals had been left uneaten. The waiter’s attitude was rude and dismissive, making me feel uncomfortable for raising a legitimate concern.

On another evening, I ordered an octopus dish, but the portion was extremely small and the service was again poor and unfriendly. I was unable to finish the meal and complained at the time, yet I was still charged the full amount.

I raised my concerns with the General Manager on two occasions, However, the only meaningful gesture offered was complimentary breakfast, despite my explaining that I do not eat breakfast. No suitable alternative was offered, and there appeared to be little effort to find an appropriate resolution.

There were also basic housekeeping issues. Complimentary bottled water was not replenished regularly, and I repeatedly had to request it myself . While this may seem minor, it added to the overall impression that the hotel was not operating at a five-star standard

What disappointed me most was the way my complaints were handled. Problems can happen at any hotel, but the response to those problems is what demonstrates the true level of service In this case, after experiencing no hot water for two days, being disturbed by maintenance at 3:00 am, receiving multiple unacceptable meals, encountering rude service and having to repeatedly request basic room provisions, I expected management to make a genuine effort to resolve the situation

I was travelling with my son, for whom I booked a separate room, and we spent a considerable amount within the hotel during our stay Unfortunately, none of this appeared to be taken into consideration when addressing my concerns

Overall, this was nowhere near the standard I associate with a luxury five-star hotel in Dubai. Based on my experience, I cannot recommend Address Creek Harbour to colleagues, friends or associates, and I have no intention of returning

The hotel has an excellent location and attractive facilities, but these positives were overshadowed by poor communication, disappointing food, inadequate service and an unsatisfactory response from management