Dukes The Palm A Royal Hideaway Hotel

Disappointing Stay: Unresponsive Service and Uncomfortable Experience

We regularly take family staycations in Dubai, and I rarely leave reviews. Unfortunately, our experience at Dukes was disappointing enough to warrant one, both because of the room and the way our concerns were handled.

After booking a one-bedroom apartment, I received a call promoting the hotel’s membership programme with an attractive offer and agreed to give it a try. We were allocated a cramped corner apartment with one bathroom and a poor layout. Having seen more spacious apartments available at a similar price, I asked to move. I was told that nothing was available. Even after escalating the matter to the duty manager, the only alternative offered was a downgrade.

That evening, the apartment was uncomfortably hot, and the air conditioning was not cooling the room adequately. Reaching the operator required multiple calls, followed by further calls to have someone attend. When someone finally arrived “after 30-45min”, they insisted that the air conditioning was working properly, despite the room remaining hot.

I went to reception frustrated, where one staff member responded in an extremely rude and confrontational manner. A manager step in eventually inspected the apartment, acknowledged that it was uncomfortably hot and unsuitable, and arranged a move to a considerably better room. This was exactly the type of alternative I had requested earlier but had been told was unavailable. By then, it was late, and I had spent approximately 90 minutes trying to resolve an issue that should have been handled promptly. The situation genuinely ruined our evening.

I appreciate the manager eventually resolving the issue, but the disruption had already spoiled our family evening. It also raises a reasonable question: why could a suitable alternative be arranged then, when our earlier requests had been declined because nothing was available, despite multiple attempts and escalation to the duty manager?

Good service matters most when something goes wrong. Guests should be listened to and treated respectfully, especially when an issue is affecting their family’s stay. Repeated calls, dismissive responses and unnecessary escalation should not be part of that experience.

Unfortunately, there was little else that stood out positively. The food, the restaurant ambience, the amenities all averge. Most disappointing of all, the customer service was well below the standard expected in Dubai.

Dubai offers many excellent family staycation options with welcoming staff and attentive service and great experiences. Based on this experience, I would not return to Dukes and would highly recommend considering alternatives.

I was truly impressed by Chef Husein’s courtesy, kindness, and friendliness. Every morning at breakfast, he went out of his way to make me feel welcome, and his kindness genuinely made my day. Starting the morning with someone who has such a positive attitude and a warm personality makes all the difference. Chef Husein is a wonderful example of how a little kindness can brighten someone’s day. Thank you for making my mornings so special!