W Dubai - The Palm

Very disappointing experience for the amount we paid. We booked two rooms for one night at W Dubai – The Palm and paid over AED 6,000, expecting a premium W/Marriott experience. Unfortunately, the experience was nowhere near what we expected. At check-in, we had to wait a long time for our rooms. One room was finally provided at around 2:50 PM, and we then waited approximately another 40 minutes for the second room. The “all-inclusive” experience was also extremely disappointing. During the day, the food options were very limited, with a very basic menu and only a small selection. In the evening, the all-inclusive menu we were shown had only around four food options, which is certainly not what we expected from a hotel at this level and price. At around 9:45 PM, we asked the staff where we should go for dinner and were directed downstairs. We arrived at approximately 9:55 PM, only to discover that the restaurant was closing at 10:00 PM. We then asked where we could eat and were directed to another bar in the lobby. When we got there, the food selection was mainly starters, and we were eventually seated in the lobby rather than having a proper dinner experience. What made the situation much worse was the way our complaint was handled. I personally spoke with Trajancho Gichevski, Welcome Desk Manager, and explained our experience for more than half an hour. Instead of showing understanding, apologising, or trying to find a solution, his response was essentially that we had been informed about the timings and that “everyone else is satisfied.” When I mentioned that our booking clearly stated All Inclusive, I was simply told to go and read the terms and conditions. For a guest spending over AED 6,000 for one night, I expected much better hospitality, communication and especially management of a genuine complaint. Beautiful property, but unfortunately our overall guest experience and the way our concerns were handled were extremely disappointing.

Fabulous hotel, rooms, modern and spacious. All areas are different decor. From th wet deck, pools and beach was perfect and clean. All staff are a credit to the hotel. So friendly, helpful and acknowledge you everytime you see them. Spent most of our time on The Wet Deck(adult pool) and all of the staff were attentive especially Syed who was bringing are drinks and food to our sunbeds. Also Nixon one of the managers met all our needs. Buffet at Liv has been one of the best buffets we've had. Plenty of choice and not repetitive. Romisha and her team were all pleasant. Roof top bar sobe and mediterranean dining all excellent too

We had a family staycation ans we had an amazing time. The rooms are spacious ( we got upgraded ) very well designed and full of world class amenities. The pool was temperature controlled and had super DJ, playing delightful music through out the afternoon. LIV - the restaurant really lived by our expectations. Live stations amazing service and very friendly team -Special mention for Romisha Tharaka Amanda Gabriella - who made us feel special. Frida Mema, Vaishnawi and Mohammed at the reception are great hosts. A perfect place to spend family holidays.

I had an excellent stay at W Jumeirah. The hotel is beautiful, spotless, and the rooms are modern and very comfortable. The facilities and overall service exceeded my expectations. A special thank you to Marina at the front desk. She was incredibly professional, welcoming, and always greeted us with a warm smile. She was very helpful and made our check-in and overall stay smooth and enjoyable. Her outstanding customer service truly made a difference. I highly recommend this hotel and will definitely stay here again.