Habtoor Palace Dubai, Lxr Hotels & Resorts

The lobby was beautiful, and the musicians were wonderful very elegant and always smiling. The reception was welcoming, and our room was beautiful and very comfortable. We also enjoyed the in-room dining; the food was tasty and nicely prepared. Breakfast was good, and we really liked the restaurant’s unique decor, especially the beautiful statues that gave it a special touch. The spa was definitely one of the highlights of our stay we absolutely loved it! The pools were also lovely and peaceful. Overall, we really enjoyed our experience and the elegant atmosphere of the hotel.

I have stayed at Al Habtoor Palace several times, but unfortunately my recent experiences have been disappointing and, in my opinion, not at the standard expected from a hotel of this level. One of my main concerns is the Al Habtoor loyalty program. I have noticed missing loyalty points relating to stays over the past few months. I raised this with the hotel, but so far the matter has not been resolved to my satisfaction and the missing points have not been credited. My experience with the night-duty security has also been uncomfortable. I found the approach unfriendly at times, particularly regarding questions and formalities concerning who guests are accompanied by. In my experience, this can feel unnecessarily intrusive and affects guests’ sense of privacy. I have also experienced issues with outside deliveries. On some occasions, delivery drivers were kept outside and were not permitted to proceed with the delivery, while I was not contacted in my room to come down and collect the order. This resulted in unnecessary delays and inconvenience. I believe that if hotel policy does not allow delivery drivers to enter, guests should at least be promptly contacted and given the opportunity to collect their orders. The night front-office / manager-on-duty service also needs significant improvement. Check-in has sometimes been extremely slow and frustrating. On occasions when front-office staff were busy assisting other guests with check-in, I observed the front-office manager / night-duty manager passing through the area without assisting other guests who were waiting, which added to the delays and frustration. As a walk-in guest, I was also quoted higher rates despite seeing cheaper rates available through the hotel’s booking system at the time. I would recommend checking the available online rate before accepting a walk-in rate. Another concern is how complaints and previous negative feedback appear to be handled. On subsequent stays, I experienced additional requirements or procedures that had not previously been communicated to me, without a clear explanation as to why they were being applied. Requests sent via email and to the duty manager’s WhatsApp number during and after my stays have also, on several occasions, gone unanswered. The rooms themselves are in need of modernization. The technology feels outdated, including the lack of a modern smart-TV experience and charging equipment designed for older iPhone connections. The furniture also shows its age and would benefit from renovation. Noise is another major issue. During my stays, music and noise from nearby nightlife venues have been clearly noticeable at night and have made sleeping difficult. During my stays, I personally noticed an unusual smell and taste from the bathroom water, which I reported and believe the hotel should investigate. Overall, Al Habtoor Palace is a beautiful property with considerable potential, but based on my repeated experiences, improvements are needed in guest relations, loyalty-point handling, night security, front-office service, room technology, maintenance and noise management. I hope management takes this feedback constructively, investigates these concerns properly and provides guests with a level of service consistent with the hotel’s positioning.

The hotel itself is beautiful, boasting a classic interior and elegant decor. While the rooms are immaculately maintained, they do feel a bit dated and could benefit from a modern refresh. The service throughout our stay was commendable. However, the breakfast quality did not match the high standards of the rest of the property and has room for improvement."

We had a wonderful experience staying at Al Habtoor palace for 3 nights. The overall service was exemplary, which included the butler service (Geoffrey) and the housekeeping. Tracy did a wonderful job of taking care of us. Thank you HP team!