Marriott Hotel Al Jaddaf

Our one-day stay at the Marriott was an excellent experience. Everything was well organised, and we truly enjoyed our time there. The breakfast was especially outstanding, with a great variety of delicious food.

We would also like to express our sincere appreciation for the exceptional service provided by Mr. Taifur, Mr. MJ, Mr. Sabari, and Mr. Shoaib. Their professionalism, warmth, and attentiveness made our stay even more memorable. We look forward to visiting again.

We booked dinner for 2 adults and 2 children to celebrate my wife’s birthday, expecting the level of hospitality Marriott is known for. Unfortunately, it turned out to be one of the worst dining experiences we’ve ever had.

Our reservation was at 7:30 PM, but we arrived around 8:35 PM because our dog sitter was delayed. Despite arriving later than planned, we expected to be welcomed professionally.

As soon as we arrived, there was no one at the hostess desk. We could clearly see the hotel Duty Manager standing inside The Market Place. He looked directly at us while we were waiting but didn’t bother to acknowledge us or ask if we needed assistance then hostess came and assist us to our table.

Once seated, the hostess asked if we wanted drinks. Before I could even answer, she walked away. We then waited around 30 minutes before anyone came back to our table, and that was only and final time that someone offer us water. It was also the only chance we had to ask for soft drinks.

What was even more disappointing was the complete lack of service throughout the evening. No one explained the buffet or the different food stations. We repeatedly saw the waitress giving attentive service to two Arabic tables nearby, checking on them frequently, while our table was completely ignored. Our drinks remained empty, dirty plates piled up, there wasn’t even salt on the table, and no one came to ask if we needed anything.

I ordered the steak and the fish of the day. The steak was served without anyone asking how I wanted it cooked, which is a very basic standard of service.

When it was time to pay, nobody came with the bill, so I had to walk to the cashier myself. We used the Entertainer offer, but we were charged for both children as adults. When I explained that both my wife and I had called beforehand and were specifically told that children below 12 years old are charged half price and that the Entertainer voucher could be used and we also called multiple times to confirmed, the hostess simply replied, without any explanation, apology, or attempt to resolve the issue and still insist to charge the 2 kids as adult which like what’s the sense of using entertainer for 2 kids if you will charge them adult it will be thesame price. For reference, our children are 8 and 9 years. I also inform her the level of service we receive in the restaurant and she just simply said “OK” without even escalating it to her supervisor or manager.

After dinner, we went to reception to raise our concerns since no one in the restaurant to talk about the issue. We waited in front of the reception.

When we finally spoke to the duty manager, I explained everything that had happened and told him I would be leaving a review on Google and TripAdvisor because of our experience. His response was simply, “Okay, I’ll pass your complaint to the Director of Food & Beverage.” And took my name and number There was no apology, no attempt to understand what had happened, and no effort whatsoever to recover the situation. I genuinely question the purpose of having a Duty Manager if they are unable or unwilling to assist guests when issues are raised on the spot.

What made this experience even more upsetting was the obvious difference in attention given to other tables compared to ours. Whether intentional or not, it made us feel that we were treated differently, and that is not something anyone should experience at a Marriott property.

This dinner was supposed to be a special celebration for my wife’s birthday, but instead it became a very disappointing evening that left us frustrated and ignored.

I sincerely hope management investigates this matter, provides additional training where necessary, and ensures that future guests receive the level of service Marriott promises. I recommend also to review your cctv to see the level of service we received throughout the night despite of only having 2 or 3 tables in the restaurant.

We stayed at the Marriott for 3 nights this July. From the moment we arrived at the hotel, the hospitality provided was excellent. We were shown 2 rooms to choose from. Awsaf the bellboy who showed us to our rooms was extremely proficient and he helped us settle into our rooms with ease and no request was any trouble at all. He always approached us in the lobby with a smile and made sure we were looked after. The room itself was clean and well-maintained. A great place to rest after a day out in the desert. We got the breakfast included and were glad we did. We were welcomed in with a big smile to our table. They cooked eggs as per our request and provided hot tea/coffee. The buffet selection was varied and changed every day. Shubham and Sabri made our daily breakfast routine a pleasant experience and Jallow made sure our coffee was topped up with a smile. All in all a great experience for my family and we look forward to going back again soon! Would highly recommend to anyone wishing to stay and enjoy the beauty and sights of Dubai.