Paramount Hotel Dubai

Would like to thank Mr Remoon for his assistance to us upon arrival he really made our stay memorable and thanks to Dilki

I am reaching out at the corporate executive level because I do not believe the handling of my recent experience reflects the standards your brand should represent.

I paid for You the paramount suite and arrived expecting the level of comfort, service, and attention that comes with that category. Instead, the room was extremely hot, the air conditioning was not working, and the bathroom shower light was not functioning. I contacted the hotel, and maintenance came to the room twice, yet the problems were still not resolved.Ultimately, we were moved to another room simply so that we could sleep.

The following day, I returned to the Previous Room to collect our belongings, and the room was massively massively hot conditions. This confirmed that the problem had not been properly addressed and that the room we had paid for was effectively unusable.

What concerns me just as much as the room itself is how the situation was handled afterward. My husband spoke directly with management the next day and explained our concerns. We were ultimately offered $200, a spa treatment, and a food voucher and a free stay for a future time. I appreciate that the hotel trying to make an effort to offer something; however, I want to be candid—the resolution felt more like an attempt to close the complaint than an effort to genuinely recover the relationship.

Quite frankly, we felt as though we were being punished for a room we never wanted, when the real issue was that the room we paid for was not suitable for us to stay in because of the Hotels negligence of not checking the room prior. I also want you to understand the broader business implications of this experience. I brought six people to your hotel. I am someone who spends considerably when I travel, and just as importantly, I have the ability to recommend properties to other people. The opportunity here was not simply to satisfy one guest—it was an opportunity to earn the continued business of an entire group yearly just from people that travel with me and potentially the business of people I would recommend.

Instead, I am now in the position of having to tell those people about my experience. I have been a loyal guest of the Midtown Paramount for years. I decided to try something different because I was willing to give your hotel my business and see what you had to offer. Unfortunately, I feel that I got burned for making that choice.

That is especially disappointing because this was a completely recoverable situation. Things can go wrong in hospitality. Air conditioning can fail. Maintenance issues can happen. What separates an exceptional hotel from an average one is what happens after something goes wrong.

Your team had multiple opportunities to resolve the problem, recognize the value of the guest, and turn a negative experience into a positive one. Instead, we left feeling that the hotel did not fully appreciate what had happened or the value of the business we brought with us.

Frankly, this does not meet the standard I associate with Dubai, and it certainly did not meet the standard I expected when I chose to stay at your property.

I am not looking for a spa treatment or a food voucher. I am looking for meaningful recognition that the hotel failed to deliver what I paid for and failed to provide the level of service recovery I reasonably expected.

I am therefore asking corporate management to personally review this matter and reconsider the resolution that was offered. I believe a substantially more appropriate gesture is warranted, both for the room that we were unable to use and for the overall disruption and disappointment caused by this experience. I would also encourage you to look at this incident from a customer-retention perspective. You did not simply lose one room reservation—you risk losing a high-value guest, the six guests I brought with me, and the future guests I might have recommended.

I am giving your executive team the opportunity to change that outcome. I would appreciate a response directly from someone in corporate or executive management who has the authority to meaningfully address this situation.