Jumeirah Living World Trade Centre Residence

We had a very unpleasant stay on July 11, 2026. Unfortunately, what was supposed to be a joyful family gathering and gender reveal turned into a very stressful and disappointing experience.

We booked the 4-Bedroom Duplex under the impression that we could accommodate guests without a strict limit, provided that all guests presented valid IDs. This understanding came from our previous stay on June 2, 2026, when the reception staff informed us that having “no problem, even if you have many guests, as long as they have IDs.” During that stay, we had over 40 guests at a 3-Bedroom Duplex without any issues.

However, during our stay on July 11, I repeatedly received calls from the reception informing me that we had exceeded the maximum guest limit of 20 people.

I explained that this was never communicated to us during our booking and that our previous experience led us to believe there was no such restriction as long as IDs were provided.

As a result, many of our family members were stranded at the lobby and entrance because security would not allow them inside. These were our relatives who had traveled all the way from Abu Dhabi, Ras Al Khaimah, and Sharjah, with some even taking leave from work just to celebrate this special occasion with us.

I explained to Mr. Badr that our guests were only there to have dinner, witness the gender reveal, and spend a few hours with us. They were never intended to stay overnight. Unfortunately, the conversation felt very focused on enforcing the rules rather than finding a reasonable solution or considering the significance of the event.

In an effort to resolve the situation, I even booked an additional room (Room 101, before later moving to Room 2708) so we could accommodate more guests. However, Mr. Badr firmly told me that even if I booked another room, we were still not allowed to use it for additional guests. Security personnel were even instructed to monitor outside the room, making us feel as though we had done something wrong.

The most heartbreaking part was seeing my pregnant wife become extremely stressed and emotional. She broke down in tears after seeing our family members being turned away despite traveling long distances to be with us. This was meant to be one of the happiest milestones of our lives, yet it became an unforgettable source of stress during her pregnancy.

Eventually, after my wife personally pleaded with Mr. Badr, he allowed our guests to enter for a few hours. We sincerely appreciate that he eventually found a solution. However, we believe it should never have reached that point.

I want to make it clear that I understand Mr. Badr was enforcing hotel policy. My concern is not the existence of rules but the way the situation was handled. A more customer-focused and empathetic approach could have resolved everything without causing unnecessary distress.

I also believe this entire incident could have been avoided if the hotel had clearly communicated its guest capacity policies during the booking process or displayed them through visible notices or disclaimers. The conflicting information we received during our previous stay created expectations that ultimately led to this unfortunate experience.

I would also like to recognize the staff members who truly made a difference:

• The bellboy – Outstanding service, very helpful and professional. 5/5 stars.
• Ms. Jen-Jen – She remained calm, compassionate, and genuinely tried to ease the situation while everyone was panicking. 5/5 stars.
• Mr. Badr – I acknowledge that he was doing his job and that he eventually allowed our guests to proceed. However, I hope he can adopt a more empathetic, customer-first approach when handling sensitive situations in the future. 3/5 stars.

Overall, this experience overshadowed what should have been one of the happiest celebrations for our family. I sincerely hope the management reviews its communication procedures and customer service approach so that no other family has to go through what we experienced.

Unfortunately, we have planned around 7 more bookings before end of 2026, however with this experience, we will be crossing out Jumeirah Living Residence World Trade Center to our favorites.

"Truly amazing! Thank you all from the bottom of my heart for making our stay so unforgettable. A special, heartfelt appreciation goes to Mr. Bader and every single team member. The level of care and attention was world-class, and I don't want to skip even one of you in my thanks."