Grand Excelsior Hotel Bur Dubai

WORST HOTEL EXPERIENCE IN DUBAI! EXTREMELY DISAPPOINTING – NOT RECOMMENDED! I have stayed in many hotels across Dubai, but my experience at Grand Excelsior Hotel, Bur Dubai, was by far the worst and most frustrating hotel experience I have ever had. I was visiting Dubai with four friends, and at the time of check-in, I was not sure which of my friends would be staying with me. The receptionist kept insisting that I write down the name of the second guest. I explained several times that I would provide the guest's Emirates ID or identification as soon as he arrived. However, the receptionist refused to let me check in without mentioning a specific name. With no other option, I wrote down the name of one of my friends. Later that night, after spending time with my friends, the person whose name I had registered had to return home due to an unexpected emergency. Another friend decided to stay with me instead. When we arrived back at the hotel around 3–4 AM, the reception staff informed me that because the person originally registered would not be staying, my other friend would be considered an additional guest, and I would have to pay AED 100 EXTRA, even though he was simply replacing the original guest! HOW IS REPLACING ONE GUEST WITH ANOTHER CONSIDERED AN ADDITIONAL GUEST? I repeatedly explained that I was not bringing an extra person into the room. The number of people staying remained exactly the same. I was even willing to provide the new guest's identification. Instead of understanding the situation or offering a reasonable solution, the staff insisted on charging me an additional AED 100. They were even prepared to cancel my stay when I questioned this treatment! Imagine being stuck at a hotel reception at 3 or 4 in the morning, with nowhere else to go, after already booking and paying for your room. I eventually had no practical choice but to pay the additional amount. WHAT DISAPPOINTED ME MOST WAS THE STAFF'S ATTITUDE. When I told the receptionist that I would share my experience publicly through a review, the response was that they did not care and that this was the hotel's policy. I found that response extremely unprofessional, disrespectful, and unacceptable for a hotel operating in Dubai's hospitality industry. I understand that hotels have policies, and I respect reasonable rules. However, a hotel should clearly explain such restrictions before check-in and treat paying guests with courtesy and understanding. My issue was not simply the AED 100. It was the unfair treatment, lack of flexibility, poor communication, and complete disregard for customer satisfaction. I have stayed in numerous hotels, but I have never experienced anything quite like this. MY ADVICE TO FUTURE GUESTS: THINK TWICE BEFORE BOOKING GRAND EXCELSIOR HOTEL, BUR DUBAI. Make sure you fully understand their guest registration and replacement policies before paying, because even changing the name of the person sharing your room may result in unexpected additional charges.

Had a wonderful experience at Grand Excelsior Hotel! The rooms were clean, comfortable, and well-equipped. But what truly made our stay special was the incredible team. Front desk manager Ahmad and Raynaldo went above and beyond to make us feel welcome – so friendly and attentive! Honestly, every single staff member we met was warm and professional. Great location, good food, and outstanding service. Highly recommend and will definitely be back!

The location is good, it’s in the center of the city, but the outside area is a bit chaotic. The reception is okay. The room is big, but it feels a bit old, although still well maintained. They just need to improve the cleanliness and do a bit more upkeep. I’m here to review the breakfast because it is a deal breaker for me when staying in a hotel. The dining area is small and there are not many food options. I think the majority of their guests are Indian since the food choices seem to reflect that. I love Indian food, but the food was served cold, had no taste, and was hard to chew. We tried to request something hot, but we were told it’s not allowed. Then there’s the coffee. At least I expected a good cup of coffee, but it tasted like milk—like carton milk—with no real coffee flavor at all. In the end, we had to order food from outside. Overall, I don’t think I will be coming back again.

I had an awesome stay at Grand Excelsior Hotel Bur Dubai. The location is excellent, making it very convenient to get around the city. The hotel is neat, clean, and well maintained, and the rooms are comfortable. Housekeeping and room cleanliness were consistently impressive throughout my stay. The only area that could be improved is the service, as it can sometimes be a little delayed. However, the staff are courteous, and overall the experience was still very positive. One thing I would not recommend is the food. If you’re an Indian traveler, I suggest skipping the hotel’s breakfast, lunch, and dinner, as the Indian food may not match your expectations. I also found the continental food to be below average. Instead, head to Al Karama, where you’ll find plenty of excellent Indian restaurants with much better food. Apart from the food and the slightly slow service, everything else was excellent. The cleanliness, comfort, location, and overall experience made this a memorable stay. I would definitely recommend this hotel to anyone looking for a clean, comfortable, and well-located place to stay in Bur Dubai.