I am afraid I am not in a position to comment fully on this Hotel, only its lack of professionalism consideration and respect ,for myself and my young family. I can only warn prospective customers of the risks involved in entering into a contract and tell you our experiences in booking this Hotel.
I booked and paid for a room for my family 5 weeks before arriving. I also arranged a hotel taxi pick up 2 weeks prior to flying. The Hotel had my mobile number and e-mail address. We were delayed by one hour and therefore sent a text to the hotel prior to boarding my flight informing them of this delay. When we arrived in Dubai at 2.30am we met our Driver (Prem) who promptly informed us there was no room available for us as they were over booked for that night, and we would have to stay in their sister hotel (Savoy Crest) for one night, then pack and move to the Marco Polo the following morning. You can appreciate our disgust at being told this news when all we wanted was to be given our pre booked beds in the hotel we had specifically chosen for our 2 night stay in Dubai. Prem called the duty manager who gave me a different reason for the lack of a room and promised that he would look after me when we arrived at the Marco Polo the following day. I was told there was plumbing problems in the room, so somebody was not telling the truth. I told him that this situation was not good enough and asked what would have happened if I had not booked a Hotel transfer and why had they not informed me before that they had sold my room to somebody else? I also had no idea of the standard of the hotel or room on offer. I had no option but to accept the situation and speak to them the following morning. The room at the alternative Hotel was clean and acceptable to us and out of principle I decided I would not be wasting any more time in moving the following day in what was effectively our only day in Dubai. I had a call from a different duty manager the following day and I told him we did not want to move and was not prepared to spoil my break any further by wasting any more time on the issue. I reminded him I was promised to be ‘looked after’ and after a little pushing on my part he gave us a complimentary lunch at the Savoy Crest, which we accepted.
This episode still leaves a bitter taste in my mouth as you should be able to trust an accepted pre-paid booking. It is simply not good business practice to put customers through this situation when they have travelled over 3000 miles and send them (including my 12 year old daughter) to a hotel in what I later found to be one of Dubais red light areas (Mankool).We had our holiday plans ruined immediately on arrival (I even had to have The Entertainer magazine re-routed to our new hotel). I hope as a result of people reading this they lose business over this issue as we were badly let down by this hotel and its management.
P.S The driver (Prem) and the Indian Savoy Crest driver were professional and treated us all very well at all times in the circumstances, and I personally would like to thank them for their professionalism, hospitality and understanding.
P.P.S. I would strongly reccomend the Savoy Crest Hotel as their staff were ecxellant from start to finish and did everything to accomodate us during our stay there.
- Official Description (provided by the hotel):
- At the centre of Dubai’s business and leisure district in Deira, the Marco Polo Hotel offers quick and friendly service to business and leisure travellers. A sleek, classy experience of primary hospitality filled with warm ambiance lies within the glass curtain facade. The hotel has a host of premium outlets that takes you on a culinary journey while the recreational facilities and culture of hospitality helps you unwind and enjoy a relaxed holiday. Bon voyage on a silk route to hospitality. ... more less
- Reservation Options:
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- Also Known As:
- Marco Polo Hotel Dubai
- Marco Polo Dubai
- Hotel Marco Polo