Anna Stepanova
Google
⭐ 2 out of 5 – Disappointing experience and unfriendly visitor policy
I was honestly very disappointed with my experience at this hotel. My family of six is staying here, and I simply wanted to spend time with them — but the hotel’s visitor policy makes that almost impossible.
A day pass costs AED 695 from 9 AM to 6 PM, with no discounts or flexible options for family members of in-house guests. The price includes breakfast and lunch, but if you arrive later and skip breakfast, you can’t exchange it for dinner or get any reduction. And if you wish to stay after 6 PM, you must pay an additional AED 500+ — just to continue being with your loved ones. This is extremely unreasonable. If we had known about these conditions, we would have chosen a different hotel.
On top of that, the room maintenance and service were very disappointing. The phone in the room didn’t work ,we requested water but never received it,
the bathroom door was stuck, and the room cards stopped working. A staff member helped us enter the room and promised to send someone to replace the cards, but no one ever came — we had to go to reception ourselves.
The situation became even worse when my day pass expired — instead of calling politely to offer an extension, the staff started following us around the restaurant and kids’ club, even after we had already paid to extend the pass. It was extremely uncomfortable and felt like being treated as if I had done something wrong.
Finally, the food was very average — nothing special compared to other buffet-style hotels. For reference, dinner at Atlantis The Royal costs around AED 370 per person and is on a completely different level in terms of quality and service.
Overall, what should have been a pleasant family time turned into a frustrating experience. The hotel needs to seriously reconsider its visitor policy and improve communication and hospitality standards.
