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“Great stay!! Check in very poor!”

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Sofitel Dubai The Palm Resort & Spa
Ranked #47 of 549 Hotels in Dubai
nottingham
Level 3 Contributor
16 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
“Great stay!! Check in very poor!”
Reviewed 18 January 2014

We booked two rooms for the family at this lovely hotel. Our first experience was the check in which was terrible, they couldn't find our reservation, kept the whole family waiting while they were in the back sorting it out! I would have preferred if they relaxed us first rather than keep the whole family hanging around in the lobby. Then she wanted a massive deposit (after keeping us waiting for over an hour and this was at mid night!!) knowing our experience was getting stressful when we had booked a quality branded hotel for a relaxing family break!! After this was all sorted it all seem to go very smoothly, a great setting, great rooms and a very helpful and friendly place. Would consider returning again however I would recommend Sofitel to improve their check in experience it's very unwelcoming!!

  • Stayed January 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank som45
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
C-Schnyder, General Manager at Sofitel Dubai The Palm Resort & Spa, responded to this review, 19 January 2014
Dear Guest,

Thank you for posting your comments on TripAdvisor following your recent stay at Sofitel The Palm Dubai.

I deeply regret that you had an inefficient check-in experience, which apparently impaired your overall experience with us. We have taken note of your constructive feedback and proceeded to improve our services immediately.

We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

Yours sincerely,


C. Schnyder
General Manager
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Luanda
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 13 January 2014

Excelent hotel to pass a good time with your family! New facilities, clean, very helpful staff. Overall a very good experience. Downsides, SPA for man is all male! Free Wifi and valet parking! If you've been to other top Sofitel hotels this one will not disappoint!

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Sofitel.com

Helpful?
1 Thank Carlosdiavita
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
C-Schnyder, General Manager at Sofitel Dubai The Palm Resort & Spa, responded to this review, 19 January 2014
Dear Guest,

Thank you for sharing your comments on Tripadvisor following your stay at Sofitel The Palm Dubai.

I was happy to read that you had a good experience staying with us and you enjoyed all of our facilities.

We look forward to welcoming you back in our resort.

Yours sincerely,

C. Schnyder
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level 2 Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 11 January 2014

Overall stay was pleasant. Rooms sizeable, and well layed out. Building site next door, we were given a room overlooking it, despite requesting sea view. They moved us immediately. However when I asked for working hours of building site, concierge unclear. Main ensuite stunning. Fabulous kids pool, pool staff very helpful and kid orientated. Slide was broken, and should have been repaired immediately, to keep kids happy. Nice touch having kids pool heated. Chinese restaurant overpriced for average fair. New Years Eve there was a rip off. €400 pp for average meal and a bottle of champagne. Pool side food excellent from beach restaurant, although service slow and all over the place. Up to 45 mins some days for club sandwiche. Seafood restaurant one of the best I have eaten in in Dubai. Great fit out to restaurant too. Ask for one of the sunken seats if there are 4 of you. Steak restaurant very good also. Buffet breakfast very good also. Do not touch the Italian restaurant. Fawlty Towers. Staff all over the place. Order two caprese salads. They had no buffalo mozzarella, so offered us a Caesar salad, and produced a bowl of mixed leaves. Had to ask for wive 4 times. When raised query on salad, staff not adequately trained to deal with query. Concierge very helpful overall, although he kept saying that he would confirm bookings to us, and didn't. In one and Only, they post letter each day to you confirming your bookings, would be a good idea. As regards the location of the hotel, we had no issue. If you are staying on the Palm, you should be prepared to travel. Overall will return if they sort out the service, and the teething problems. Great standard of resort.

  • Stayed December 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Alanheg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
C-Schnyder, General Manager at Sofitel Dubai The Palm Resort & Spa, responded to this review, 19 January 2014
Dear Guest

Thank you for taking the time to provide your feedback following your recent visit to Sofitel The Palm.
We truly value your opinion, as it is from your comments that we are able to improve our services.

I am sorry to read that there were aspects of your experience during your stay that did not meet your expectations and I would like to express my personal apologies that you left the hotel feeling dissatisfied.

Please rest assured that I have discussed your feedback with my management team and appropriate action will been taken to remedy these shortcomings, especially the ones related to F&B and concierge services.


Sincerely,

C. Schnyder
General Manager
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Yerevan, Armenia
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 10 January 2014

First is the New Year Evening.It ended at 1:00 o'clock. People really were waiting for something more. It can not even be compared with Hotel Jumeirah New Year Party.
Second,My Herve Leger dress, mom's DolceandGabbana dress,brother's Billionaire shirt were damaged in the result of their ironing.
Then, during the check-out it turned out that they wrote a lot of additional things in the receipt,what we did not use, for example transfer accomodation, etc., and fortunately we could take our money back. They were liars in the reception, unfortunately i don't know the names of those two who made an attempt to receive more money, in the case of our carelessnesss.

  • Stayed January 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank C A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SofitelDxbPalm, Guest Experience and Quality Team at Sofitel Dubai The Palm Resort & Spa, responded to this review, 27 July 2014
Dear Guest,

Thank you for your Tripadvsor review of our hotel following your stay with us earlier this year.

It is with deep regret that we read of your experience during your stay and assure you that this is not the kind of service that we provide at the resort.

We rely heavily on our guests comments of our services and treat each comment with the seriousness that it deserves.

We apologize most sincerely and would like to inform you that we have shared your concerns with the respective teams for immediate attention.

We thank you again and would be humbled to welcome you back to Sofitel Dubai the Palm.

Yours Sincerely,
Guest Experience and Quality Team
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London, England, United Kingdom
Level 5 Contributor
49 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
Reviewed 9 January 2014

We had a lovely 3 night stay at the Sofitel. It is a stunning hotel at a stunning location, with beautiful large rooms designed with good taste (we had a classic room which means views of a water desalination plant, but still the room itself is large and very pretty).
That said, and probably as the hotel is rather new, the service just doesn't click. The staff needs more training on service, where things are at the hotel and especially on following-up with guests requests

Our biggest gripe was lack of follow-up. At least on three different instances people told us they will get back to us and never did. (we are in the room and the phone was free, so were fully reachable)

Positives:
- The hotel is stunning and large, has its own beach and a large number of swimming pools
- Lots of different areas to hang out in - a library, a Chinese tea house, an adult only pool etc...
- Parking area service (bell staff, taxis) very good

Negatives:
- The service overall was not good. Front desk tried hard but wasn't professional, pool crew didn't know where towels are, water activities got cancelled and we weren't notified - and we came back from down town 30 km away especially for them.
- Complete lack of follow-up - we had numerous times when we asked for something, were told we will hear back in 30 minutes and no-one ever called back!

Bottom line - I hope the hotel gets its act together because it is a lovely looking hotel and location.

Room Tip: Don't get a classic room unless you want a wall view.
See more room tips
  • Stayed January 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank LondonF00die
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
C-Schnyder, General Manager at Sofitel Dubai The Palm Resort & Spa, responded to this review, 20 January 2014
Dear Guest,

Thank you for sharing your comments on tripadvisor following you stay at Sofitel The Palm Dubai.

I am happy to read that you found our rooms great and the grounds and pools of the hotel very pleasant.

Your points of improvement concerning our service are highly appreciated and will be discussed in depth with our management to better serve our valuable guests in the future.

Once again I would like to thank you for your coments on behalf of all of my team.
We look forward to welcome you back in our hotel.

Yours Sincerely,

C.Schnyder
General Manager
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Jurmala, Latvia
Level 2 Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 8 January 2014

We were 3 families staying there from Christmas until January 5th. The hotel was not bad, but none of us wants to return to this Sofitel again.
First, the location of Sofitel on the Palm is very inconvenient. It is at the end road, passing Atlantis. We experienced many traffic jams and situations when taxis would not come for 45 minutes. This was especially bad during celebrations and rush hours. Basically, extra 30-60 min just to get out of Palm. Also, air space over Sofitel is a busy route too. It is almost never silent, as small planes and helicopters fly over the hotel 5-6 times an hour.
On a positive side, we stayed in apartment which was 150 m2 large. Space, design- all fine. In our bathroom was huge, nice bath. Unfortunately, we could not use it: water was not hot enough. And it was not possible to fill the bath, water kept running away. Although we asked 3 times, it was never fixed... And, there were 9 towels + 2 bathrobes in the bathroom. But just 1 hook (if they install more hangers, maybe they can save on changing towels unnecessary often).
New Year's dinner in main restaurant Manava was very good. It was the cheapest of all restaurants offered, but I think it was the best choice. Lots of very good food. Thank you.
Other restaurants were less fun. Hong Loong was a disaster. We paid a fortune for average Chinese food.
On plus side, I appreciate that Internet over WiFi was present in all hotel and part of beach.
Pricing policy: not fair. 1 beer = 10 Euro. Euro exchange rate in the hotel was 4,3. In DXB airport it was 4,85. And in Dubai Mall exchange counter 4,98.
Service: Generally, staff attitude is positive and service oriented. But there are too many staff members, who understand a little of what is going on. You get a feeling that there is a bit of "bardak" going on all the time.
Be aware- they don't know nothing about sports. When booking, we were specifically asking if this hotel has a proper beach volleyball court. They said yes: we can put up a court for you on the beach. It turned out that equipment was not for volleyball, but (perhaps) badminton. And beach has at least 30 degree angle, so it is impossible to install the court there.
I understood that this hotel is a Sofitel franchise. Actual owners are said to be kazakhs. GM, they say, is from Austria.
Dubai is getting more and more expensive every year now. If I ever return, I would not go to Sofitel, but rather choose Le Royal Meridien, where staff is trained and beach volleyball is fun.

  • Stayed January 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Brazilija
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SofitelDxbPalm, Guest Experience and Quality Team at Sofitel Dubai The Palm Resort & Spa, responded to this review, 27 July 2014
Dear Guest,

We would like to thank you for your Tripadvisor review of our hotel following your stay with us earlier this year.

It is with regret that we read about the inconveniences you faced with the traffic situation. This was due to the festive season, as well as the New Year’s eve concert, roads blocked and tight security on the Palm Island to facilitate the largest fireworks record breaking attempt.

We are however pleased to hear that you have enjoyed the food in our all day dining restaurant Manava.

Please accept our sincere apology for not meeting your expectations in the area of sports. We would like to inform you that we have shared your concerns with the respective teams for immediate attention.

We thank you again and would be humbled to welcome you back to Sofitel Dubai the Palm.

Yours Sincerely,
Guest Executive and Quality Team
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Riyadh, Saudi Arabia
Level 4 Contributor
36 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 7 January 2014 via mobile

I stayed here for two days as was my best to days in my vacation . I love a welcoming staff . Love the food ,the swimming pools .
The sea view is not that much good as the sea is across the road . The apartment was amazing with its stunning bathtub.we had our anniversary and they gave us a very nice cake and macaroons which we appreciate it alot. The thing that i don't like that i smelled food in the lobby which was not a good thing for a five star resort

Stayed January 2014, travelled with family
Helpful?
1 Thank dream1980
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
C-Schnyder, General Manager at Sofitel Dubai The Palm Resort & Spa, responded to this review, 20 January 2014
Dear Guest,

On behalf of my team I would like to thank you for your kind comments and for having chosen to spend with us such special occasion.

I was delighted to read that you enjoyed all of our facilities and that the celebration of your anniversary with your husband was beyond your expectations.

We look forward to welcoming you back at Sofitel The Palm Dubai.

Yours Sincerely,

C. Schnyder
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Sofitel Dubai The Palm Resort & Spa

Property: Sofitel Dubai The Palm Resort & Spa
Address: East Crescent Road | The Palm Jumeirah, Dubai 55558, United Arab Emirates
Phone Number:
Region: United Arab Emirates > Emirate of Dubai > Dubai
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#16 On the Beach Hotel in Dubai
#35 Spa Hotel in Dubai
#43 Luxury Hotel in Dubai
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Sofitel Dubai The Palm Resort & Spa 5*
Number of rooms: 543
Official Description (provided by the hotel):
Discover why SOFITEL DUBAI THE PALM LUXURY APARTMENTS is such a superb destination for family vacations in Dubai. Adults and children alike will be thrilled by the relaxed Polynesian island theme of this luxury 5-star resort on Palm Jumeirah island. Families can vacation in a beach-side suite or villa with Gulf views. Serviced apartments suit longer stays, with kitchens, lounges and up to 3 bedrooms. Babysitting can be arranged if you fancy a night in downtown Dubai, a monorail or taxi.Amura Kids Club guarantees hours of fun for children of all ages, keeping them happy, active and safe while you indulge in well-deserved relaxation. Two of the swimming pools are exclusively for kids, who will love the slides and waterfalls. Seven restaurants and bars offer refined cuisine from around the world so there's something for every taste.Don't miss the popular Friday brunch at family-friendly Manava, which offers heaped buffets for breakfast, lunch and dinner throughout the week. ... more   less 
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Also Known As:
The Palm Shoreline Apartments Hotel Dubai

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