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“OK stay”
3 of 5 bubbles Review of Palace Downtown

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Palace Downtown
Ranked #22 of 540 Hotels in Dubai
Certificate of Excellence
London, United Kingdom
Level Contributor
25 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
“OK stay”
Reviewed 11 December 2012

The hotel is beautiful but service is poor. It seems staff arent told to say hello to guests unless they look rich and want to spend lots of money. this was our second destination and what a change it was. coming from the maldives where they are high on hospitality, the palace was a disappointment. two days of our breakfast we were told we couldnt sit outside to eat although there was seating available and two sets of guests were seated outside after we asked. not sure why?! when we got to the hotel we had to wait a hell of a long time to even get to our room and no-one apologised for the wait. it just seemed that we didnt matter. location was good, 5 min walk to the mall. breakfast was tasty, alot of choice, bed was extremely comfortable. all in all, an average stay for an expensive hotel.

  • Stayed November 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank MC1527
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael S, General Manager at Palace Downtown, responded to this review, 13 December 2012
Dear Guest

Thank you for sharing your comments following your stay with us.

We would like to express our most sincere apologies for the service shortfalls during your stay with us. Please be assured that we are constantly reviewing the feedback we receive to improve our level of service for our guest. We trust however that you enjoyed our beautiful hotel with the comfortable rooms and the breakfast.

I apologize once again and I hope you will honor us with an opportunity to welcome you back in the near future.

Kind regards,
Michael Sorgenfrey
General Manager
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2,470 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (441)
Date | Rating
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English first
Denbigh, United Kingdom
Level Contributor
93 reviews
63 hotel reviews
common_n_hotel_reviews_1bd8 78 helpful votes
Reviewed 7 December 2012

I stayed four nights at this hotel and found the location to be ideal as I wanted mainly to visit Burj Khalifa, Dubai Mall and see the fountains all of which are a few minutes walk away.
I enjoyed the stay although I did not use many of the facilities or restaurants. You are spoilt for choice for restaurants in the area surrounding the hotel.
On arrival the taxi could not get near the entrance and the taxi driver was asked to drop me down the drive, no problem apart from the two cases!
Fortunately the car park attendant carried them in for me.
Check in was slow, despite it being 8.30pm I don't think the room was ready. I had requested a high floor room but only a second floor one could be found. The standard rooms are on the first three floors and the suites on the higher floors.
There was a wonderful view of the fountains from the 4th floor viewing terrace.
My room had a view of the lake but not the fountains but it was quiet apart from the slightly noisy air conditioning.
I liked the Penhaligon's Blenheim Bouquet toiletries in the bathroom and there was a great shower cap.
I found the service rather business like and when I checked out I was not asked if all was okay because the cashier was talking to her manager about a problem with another guest.
However I did enjoy my stay and would return.

  • Stayed November 2012, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank hollins1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael S, General Manager at Palace Downtown, responded to this review, 11 December 2012
Dear Guest,

Thank you for your kind review on Trip Advisor.

We are truly delighted to know that you had enjoyed your stay with us and were pleased with the location and the overall experience. At the same time, please accept my most sincere apologies for the inconveniences you may have faced during your stay with us.

We all look forward to welcoming you back in the very near future.

Kind regards,
Michael Sorgenfrey
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London
Level Contributor
40 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 87 helpful votes
Reviewed 3 December 2012

We stayed five nights at this hotel as part of a split holiday in Dubai (see our reviews of the Jumeriah Creekside Hotel & Al Qsar). Check in was good, with the offer of a welcome drink, tea etc, despite our room not being ready (though we were early). We had booked via an agent ( unusual for us) which gave us breakfast and a room upgrade. We were not given the room upgrade, and so had alake view king which overlooked the Al Bahar Souk and the upper part of the address. The whole area is noisy in the evening and the location to the mall and surrounding areas are worth this small inconvenience. The room was quite large and warmly furnished, great bed with a pillow menu if needed. There is a small TV, Nespresso machine with complimentary tea and coffee. There was no turn down service or other complimentary gifts, which I would have expected of a hotel of this standard during our stay. However, the bathroom amenities were readily stocked up during our stay. Breakfast was very good, as was the pool service and dinner in the main buffet restaurant - Ewaan. We ate there three times and found the variety and stand of food excellent - i would well recommend. The hotel does get busy, reception was always full of people, presumably due to its central location and proximity to the mall. Additionally the excellent Thai restaurant also draws non guests to the hotel. To this end we felt security was a bit lacking. Anyone could simply walk in - we were never challenged during our stay. All in all a great stay in a lovely hotel perfect for the shopping leg of our trip. We definately will be coming back.

Stayed December 2012, travelled as a couple
Helpful?
Thank imperiallwizard
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael S, General Manager at Palace Downtown, responded to this review, 11 December 2012
Dear Guest,

Thank you for posting your review on Trip Advisor.

We are truly delighted to know that you had enjoyed your stay with us and were extremely pleased with the service of our Associates, the restaurants as well as the room and location even though you found it a bit noisy. It is a pity to read that you did not receive the turn down service as part of our complimentary service and also the amenities but we will make sure you do during your next visit.

It was indeed our pleasure to have you as our guest and we look forward to welcoming you back in a not too distant future.

Kind regards,
Michael Sorgenfrey
General Manager
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Brasil
Level Contributor
41 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed 3 December 2012 via mobile

It was very difficult for me to choose in which hotel to stay in Dubai. After reading many reviews in Tripadvisor we decided for the Palace because of location and high quality service. We were very happy that we choosed this hotel, location was really the best, our room had view to the fountains and Burj Khalifa, Dubai Mall is just few steps away, there are a lot of good restsurants and coffee shops around. We used taxi to visit other parts of the city. Taxi is so cheap in Dubai. We will come back to this hotel if we go back to Dubai.

  • Stayed November 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Vamoscomcrianca
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael S, General Manager at Palace Downtown, responded to this review, 11 December 2012
Dear Guest,

We truly appreciate you took the time to share your kind comments about your recent stay with us.

It is a pleasure to read that you chose to reside with us during you last visit to Dubai and that you consider to come back again in the future.

We all look forward to welcoming you back soon.

Kind regards,
Michael Sorgenfrey
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Copenhagen, Denmark
Level Contributor
91 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 52 helpful votes
Reviewed 2 December 2012

Tears com to my eyes for having to leave this place. A hotel id love to call home! Everything was perfect, from the greeting at arrival to the dinner at the Argentinian steakhouse. Even though the buffet had everything I could ask for it was still quality, not quantity!

  • Stayed December 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank JacobHasle
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael S, General Manager at Palace Downtown, responded to this review, 11 December 2012
Dear Guest,

Thank you for posting your review on Trip Advisor.

It is a pleasure to know that you had a wonderful experience during your stay with us and felt at home in our hotel.

We truly appreciate your extensive positive feedback and we look forward to welcoming you back in a not too distant future.

Kind regards,
Michael Sorgenfrey
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
28 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 2 December 2012 via mobile

This hotel is simply gorgeous and the service incomparable. From the first impression of driving in- beautiful fountains and tile work- to our last impression at 4 in the morning the next day when staff were there to help us, we were blown away. When you arrive, your bags are whisked away, you are lead into one of the many beautiful areas of the Lobby, some reminiscent of Bedouin tents but luxurious, where several staff meet you to discuss room preferences, bring you a delicious drink (juice with mint?), then tea or anything else- gratis. We had been upgraded to a suite, preferred 2 beds, change rapidly made with apologies that the room wasn't as nice. But it WAS! Large room, large porch (where i sat and just drank in the view for a while) overlooking a waterway and the brand new souk next door ( I had fun shopping there later), linens and comfort of the bed were incomparable, bathroom a pleasure.
But if I had to sum up in a few words I'd just have to say the Arab hospitality (which we had been experiencing since Egypt, Jordan, Oman, etc) is a well kept secret in the West. We look forward to enjoying this hotel again. Cudos to the Staff.

  • Stayed November 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank MarilynDor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael S, General Manager at Palace Downtown, responded to this review, 11 December 2012
Dear Guest,

Thank you for sharing your wonderful experience on Trip Advisor following your stay with us. It is an absolute pleasure to read such comments and I would like to thank you for all the kind words about our service, Arabian ambiance and the nice room we offered you.

The team and I will be delighted to welcome you back soon at The Palace - “your home away from home”.

Kind regards,
Michael Sorgenfrey
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sheffield, United Kingdom
Level Contributor
38 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
Reviewed 2 December 2012

During my visit to Dubia, I had lunch at this hotel , the choice of both hot and cold food was excellent, starters, main meals, sweets, fruits, the staff were very welcoming, and the hotel was spotlessly clean, if you get the chance to visit this hotel or stay I would highly recommend this.

  • Stayed November 2012, travelled as a couple
    • Location
    • Cleanliness
    • Service
Helpful?
1 Thank Suesheff
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael S, General Manager at Palace Downtown, responded to this review, 10 December 2012
Dear Guest,

Thank you for sharing your kind comments on Trip Advisor.

We truly appreciate you commending our restaurant and the hotel. We hope to be given the opportunity to host you on your next trip to Dubai.


Kind regards,
Michael Sorgenfrey
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 Palace Downtown

Property: Palace Downtown
Address: Mohammed Bin Rashid Boulevard, 29 | Downtown Dubai, Dubai 9770, United Arab Emirates
Phone Number:
Region: United Arab Emirates > Emirate of Dubai > Dubai > Downtown Dubai
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#6 Romantic Hotel in Dubai
#11 Business Hotel in Dubai
#21 Luxury Hotel in Dubai
#31 Family Hotel in Dubai
Price Range (Based on Average Rates): £££
Hotel Class:5 star — Palace Downtown 5*
Number of rooms: 242
Official Description (provided by the hotel):
The Palace, built on the edge of a lake, is a harmonious blend of the past and present of Dubai with 242 guest rooms and suites boasting a captivating Middle Eastern theme. The luxury hotel hosts an array of international restaurants featuring fine cuisine, a breathtaking luxury spa, recreational facilities, a large pool and a comprehensive business center. It is ideally located near the Dubai World Trade Center, several major business institutions, shopping malls and tourist attractions. ... more   less 
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Also Known As:
The Palace The Old Town Hotel Dubai
The Palace Old Town
Palace The Old Town Dubai
Sofitel Dubai

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