“We booked two rooms which were unavailable but received an offer to upgrade and be placed in one room instead. We took the offer and couldn't be happier. We stayed at 41st floor and woke up to this view every morning. The staff service was top notch. We lost a jacket with valuables inside but the jacket was detected by the hotel and returned to us promptly. It's one of the best hotel experiences I've ever had.”

“Eid al Adha ruined Possibly the worst hotel experience I’ve had, and I stay in hotels for a living. Where do I begin? From the start...The queue for the car to just be dropped off took a while. There was no temperature checked on entering the hotel. Social distancing was non existent as the queues for checkin took ages per person. Check in was extremely slow. No priority for families/elderly/pregnant. Bottles of water could have been distributed to make the situation a tiny bit better. Get to the counter and they could not pick up the second room reservation. I was told to sort it out myself as I booked through a third party. Ended up paying again for the second room just to be able to go upstairs and was told this will be refunded on checkout. 2 and a half hours later, finally in the room. 1 hour later, the luggage arrived. Water in both rooms were brown when faucet was opened, with black residue left behind. It ran this way for half an hour with maintenance around before turning to a normal smell and color from some faucets. The next morning the bathtub had wriggling organisms in it that developed overnight from the disgusting water. Completely unhygienic. I had given my son a bath the night before 😔 one of the bathrooms continued to have a foul smell for the remainder of our stay. Also, the waste bin looked like it was never cleaned, disturbing. The mini fridge did not work. When maintenance finally came to get it working, it didn’t chill anything, at all. Thank God they agreed to keep my son’s food in the hotel freezer. Nobody answers the guest service/reception line when calling. I had to call concierge and waited a while and it was finally transferred to guest services. Our family commitments that night were shut down as it was too late by the time all issues were sorted. We ended up eating at 10pm (after all issues sorted) that night after being at the hotel from 2pm. The hallways have no air conditioning and, being pregnant, I felt faint many times waiting for the lift to arrive. There is not even one chair to sit on whilst u wait in the stuffy hallways. For all of this, they offered free breakfast. Which was another horrific experience. No social distancing, no plan, no proper queue system, no instructions. An L shaped buffet setup with people waiting in line everywhere in every direction, with no spacing, for takeaway half an hour to get an order in. Then u wait in another line for breads etc. The only option was boiled egg/omelette/pancake for the main. I Asked to pay for another option and this could not be catered to. Atleast the seating was spaced apart as it was in a ballroom. If the waiters took ur order and then brought it to you it would have been better. Altogether very sad, left still hungry as waiting in the queues were taking too much time. Did not even bother to call concierge to assist with luggage for the check out and we hauled our stuff down ourselves, with an infant in tow. At checkout, they would not refund the amount initially paid and as was promised. Still don’t have our money. At the end of the day, we paid extra to be put through torture and utter disappointment. When families are involved, it’s extra sad. I had my elderly mom with me, infant, and myself being 7 months pregnant. Needless to say, will never stay there again, even if it’s offered for free. Had better experience at a basic Holiday Inn in Dubai before. Must add: the staff looked like they were trying their best but upper management didn’t care too much. Called for the manager on duty at checkout and s/he never arrived.”