We recently visited Dubai to celebrate New Year 2012 & booked a Premium Suite (from 28th Dec to 3rd Jan initially) around 20th November at a discounted price. I provided my credit card details and received a “Guaranteed Reservation” confirmation.

Around 16th Dec, we changed reservation dates to 27th Dec. till 3rd Jan. & received another confirmation, again a “Guaranteed Reservation”.

On 26th Dec, a day before our flight I wrote a casual email to the hotel reconfirming our arrival time & in response was informed that our booking had been cancelled!!

Reason given was no authorization for Credit Card – this was despite providing them my Credit Card details over 3-4 weeks in advance & having in hand a “Guaranteed Reservation”.

On checking with the Reservations Deptt., they very coolly told us that the system had cancelled the booking & that we tried to get in touch with you but could not – in this day & age with mobiles, emails and other available facilities this lame excuse was difficult to digest.

On requesting to re-book the Premium Suite again, they informed us that Premium Suite was not available & offered us an inferior option ; needless to say the price was almost the same as for Premium Suite!

I had to repeatedly call the hotel/ email them to get an answer – how can a “Guaranteed Reservation” get cancelled & secondly how can they offer me an inferior option, for a ridiculous price?

Every time a different staff member would answer and I had to repeat my story again.

In trying to get a proper response, I had to spend my time, energy not to mention the monies on international calls.

We requested the direct contact details of General Manager a number of times, but guess for obvious reasons never did get a reply from the hotel staff.

Finding this utterly unethical, unprofessional & at being ditched at the last minute, we even thought of cancelling our Dubai trip, since the mood was completely spoiled & on top of that the tension of finding another hotel during peak period which would be next to impossible at the last minute i.e., a night before we were supposed to fly to Dubai – just imagine!

Eventually decided to go ahead with the trip & were lucky enough to find an equivalent room of preference at such a short notice, but had to a pay premium price for last minute booking!

Having stayed in similar category hotels/resorts around the world, for a 4-5 star category hotel this has been the worst experience we’ve had with a hotel.

Stayed for 8 nights in a deluxe suite, with our 3 year old daughter
The room is deluxe and well kept, large sitting area, dining area and kitchenette
one bathroom, would have preferred to have the kitchen more equipped as it has only 2 plates and 2 cups, if you plan to cook and you are more than two, you will need to buy some stuff, washing and drying machines , lot of closets, very clean , room service every day,
Internet is expensive , room food service is expensive, breakfast is nice but same everyday with a limited choice and could be very crowded,
staff on reception is very helpful and in general all staff is good except for one incident where the staff repeatedly knock on our door to go in and water the plants while my wife was alone (it was weird as they did try to get in multiple times although she told them to come back later)
pool is small and for the kids although there is another pool but only for the fitness center as i understood , the pool temperature is cold for the winter time altough it is controlled but not enough,
the location is very good and you are near to all attractions ,
the plus is direct access to the mall, where you have pharmacy, small market, and all shops and restaurants , the mall it self is a very good mall with all possible shops that you may need, ATMs, and in addition spinney’s is just 5 min walk,
also another plus is metro station is about 10 min walk inside the mall
would recommend this hotel for family with children,
the mall itself have children play area

would defenitly go back

We stayed here for 4 days with two children. The location was good, great that it was connected to the Burjuman Mall. My biggest issue was that we had to get two cots for the kids to sleep. They have rooms with a king size bed or two singles. So for a family of 4, it was difficult. They gave us two cots which were impossible to sleep on. As soon as you sat down on them you sink to almost the floor because the frame is cheap metal. Even if you could sleep on the cot, the noise from the metal frames made it even worse. We ended up putting the mattresses on the floor. We were not thrilled to pay $225 a night to have my kids sleep on the floor. The breakfast was fine. Not a huge selection but the staff and servers were great. In fact all of the employees were great. Very helpful and went out of their way to help. The suites needed a second bathroom. For such a large room, they could have squeezed in at least another sink. The kitchen was great and the grocery store was super close so we stocked up on groceries. Unlike most hotels, closet and storage space was incredible. So much closet space it was almost too much! The TV's were small for such big rooms, but were fine as we didn't spend much time in the room. The big question is why wasn't internet free? It's a business hotel and we have to pay for internet? So many hotels offer free internet, why can't they offer it? The hotel states they have two pools, which they do, BUT the website fails to mention that kids are only allowed to use one of them. Not a huge deal, but it would have been nice if they mentioned it online. The gym was great but again, the hotel website fails to mention that it is also a public gym, so it was filled with non-guests who were gym members. They all seemed to have personal trainers so it felt very crowded. These are things that we would have liked to have known before booking. Also, don't wait until last minute for breakfast. It closes at 10:30 and we noticed those who showed up at 10 or later had to stand and wait for a table. The restaurant is small and not a lot of tables. Show up no later than 9:30.

i stayed there for about a week and had a wonderful experience. there was a slight problem during the check in else everything was fantastic . they have kept up to their name . the food also was very good . the best part about the hotel is the location . all the main areas are accessible from there and the transportation is very easy .The fitness club there is the best i have seen . they have very good deals for your next visit also .