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“Perfect in every way”
Review of Palace Downtown

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Palace Downtown
Ranked #34 of 542 Hotels in Dubai
Certificate of Excellence
Durban, South Africa
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“Perfect in every way”
Reviewed 17 February 2014 via mobile

We have stayed at many 5 star hotels around the world but this place is by far the very best. From the moment we entered with our young kids we were given priority and allowed an early check in at 9am as opposed to the usual 3pm. The Arabesque theme throughout the hotel and all it's staff was delightful to say the least. Made us feel like royalty. The Ewaan pool lounge is stunning and a must see when in Dubai. All in all the hotel is fabulous and location amazing right next to souk al bahar and dubai mall. Not to mention the show stopping musical fountains right outside our balcony which the kids loved. We would love to return.

Stayed February 2014, travelled with family
Helpful?
1 Thank Tas G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael_Sorgenfrey, General Manager at Palace Downtown, responded to this review, 23 February 2014
Dear Guest,

I would like to thank you for sharing your positive comment about our hotel on Tripadvisor!

We are delighted to hear that you and your family enjoyed the experience of staying at the Palace Downtown and in particular Ewaan lounge with its fantastic view to the fountains. It is a pleasure for me to hear that my team has provided you with the best service at royal level.

Thank you for the review again and looking forward to welcoming you and your children back to the Palace Downtown in the nearest future!

Best 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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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (459)
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English first
Odder, Denmark
Level Contributor
95 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed 16 February 2014

Just everything was perfect...:-) we will be back, for sure. Easy to walk to the Dubai mall, lots of good restaurants around the hotel, nice rooms. Fun to watch Burj Khalifa from the bed every morning.

  • Stayed February 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Susanne C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael_Sorgenfrey, General Manager at Palace Downtown, responded to this review, 17 February 2014
Dear Susanne,

Thank you sharing your review on Tripadvisor!

We are glad to hear that you enjoyed your experience of staying with us.

Together with my team I hope to see you again at the Palace Downtown in the nearest future!

Best regards,

Michael Sorgenfrey

General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Doha, Qatar
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 15 February 2014 via mobile

Me & my wife stayed in the Palace due to a recommendation from a friend & we were not disappointed.

We chose to pay a bit extra to stay in a suite & we would definitely recommend upgrading. We were collected at the airport & driven to the hotel by a very courteous gentleman & upon arrival at the hotel out bags were taken directly to our suite.

The suite itself was amazing very spacious & amazing views of the burj & lagoona.

The whole trip was brilliant, until we came to check out. During check out the lady at reception advised me there was a discrepancy in our suite regarding a bottle of Bacardi neither me or my wife drank any alcohol during our entire trip to Dubai & we advised her that, she said it would probably be an error & finalised our bill.

Next day I receive an email from the hotel telling me they are charging me AED 290 for a bottle of Bacardi that we never had (especially when neither of us even like or drink Bacardi). As you can imagine to spend a decent some of money on a hotel (circa £1,000) for 2-3 nights and then be told we are charging you £50 for a bottle of Bacardi you never had clearly does not sit well.

It is unfortunate that this one off incident spoiled a great trip in a great hotel.

Stayed February 2014
Helpful?
4 Thank DinDoha
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael_Sorgenfrey, General Manager at Palace Downtown, responded to this review, 21 February 2014
Dear Guest,

I would like to thank you for sharing your comments on Tripadvisor!

On the one hand we are delighted that you enjoyed your experience at the hotel, in particular transfer service, your suite and location, however on the other hand I am very upset to read that one shortfall in our service has spoiled your magnificent trip.

Kindly accept my sincere apologies for this misunderstanding. I totally agree with you that it is absolutely not acceptable to charge you for anything that you did not consume and I assure you that no charges will be taken. We have already taken necessary actions to avoid repeating such cases to any of our guests.

I do appreciate your constructive comment, since it shows us where we need to improve!
You are valuable guest for us and I hope that you will grant us one more opportunity to welcome you at The Palace Downtown!

Best regards,

Michael Sorgenfrey

General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Surrey, England
Level Contributor
38 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 14 February 2014

We stayed here for 5 nights in February. I had booked a Palace room so that we had the security of collection from the airport as we arrived late at night. We were contacted by the hotel a few days before arrival with details of where we would be collected and this all went perfectly, we were whisked to the hotel in a private limo and were left to check in. Then it just got better, we were upgraded to a suite which was just perfect, could not have wished for a more comfortable room.

Everything about our stay was wonderful, the staff bent over backwards to make sure we had everything we needed. The breakfast buffet was huge and never too much of a queue for freshly cooked eggs. The pool was a nice place to be too and we spent a couple of lazy days swimming and relaxing in the sun, very welcome after a very soggy January in England.

The hotel is n the perfect location, right next door to the Dubai Mall, the Burj Khalifa and the fountains, which were awesome by the way, we have seen the fountains at the Bellagio and these beat them hands down.

I would go back to the Palace Downtown in a heartbeat, a truly wonderful stay.

  • Stayed February 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Rose P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael_Sorgenfrey, General Manager at Palace Downtown, responded to this review, 17 February 2014
Dear Guest,

Receiving such feedback gives so much inspiration and motivation for me personally and the whole team at the Palace Downtown!

I am really delighted and thankful to you for taking your time to give such comprehensive comments!

We are glad to hear that you enjoyed and appreciate excellent service from our side: transfer arrangement, upgrade, attentiveness and friendliness of the staff, as well as breakfasts and location.

Thank you again for the feedback and we are looking forward to welcoming you back at the Palace Downtown in the nearest future!

Best regards,

Michael Sorgenfrey

General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Melbourne, Australia
Level Contributor
63 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed 12 February 2014

Although the local travel agent had cancelled my booking the hotel staff could not have been more helpful in sorting out the mess. The room was great, I had a brilliant view of the fountains, the facilities were terrific including the business centre which could be used for free. Overall experience was great. Pricey, but worth it.

Room Tip: As long as you don't mind the sound of the music every hour, try and get a room overlooking the...
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  • Stayed May 2013, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank CJH65
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael_Sorgenfrey, General Manager at Palace Downtown, responded to this review, 17 February 2014
Dear Guest,

Thank you for taking your time to give your feedback on Tripadvisor!

It is a pleasure to see that despite the inconvenience caused by booking cancellation, we were able to provide memorable experience to you with our hotel facilities and service.

We will definitely be looking forward to welcoming you back to the Palace Downtown!

Best regards,

Michael Sorgenfrey

General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
41 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
Reviewed 11 February 2014

Overall an excellent experience. We arrived around 8am and the hotel was able to give us a room straight away. This was much appreciated after the overnight flight from the UK. The service levels were excellent and we really did feel like the staff cared about the guests. Breakfast was very good with a huge choice. The location, right by the Dubai Mall is very convenient and there is a great selection of cafes and restaurants within walking distance. The one thing often missing in central Dubai is green space so we were pleasantly surprised by how nice the gardens and pool area were. The pool is large for a city hotel and was so quiet at this time of year. I had a massage at the spa. The facilities are very nice but it was not the best massage ever, did feel as if the therapist was just going through the motions. There are better and cheaper spa options close by in the Mall. I would definitely stay at this hotel again and would recommend it.

  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank advice55
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael_Sorgenfrey, General Manager at Palace Downtown, responded to this review, 12 February 2014
Dear Guest,

We are very delighted to know that you had such a wonderful experience during your stay with us!

I am truly happy that our associates pleased you with the service while going the extra mile in providing you with a room straight away early in the morning.

It is pleasant to hear that you enjoyed the pool area and its quietness despite we are located in the heart of Dubai.

At the same time I am sorry to hear that we were not able to meet your expectations at our SPA. I do hope you will grant us another opportunity to excel and please you with a high standard of service we always strive to provide to our guests.

Thank you again for such inspiring comments 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
Bradford
Level Contributor
18 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 8 February 2014

As this was our first visit to Dubai, we wanted to stay somewhere close to the Burj Khalifa and the Dubai Mall. The Palace certainly ticked all these boxes.

Upon our arrival, well into the evening, the journey through the double archways towards the illuminated forecourt made you feel that you’ve arrived somewhere special. After a 7 hour flight, we were glad that the check-in process was very quick and efficient and the welcome was warm and very friendly.

Our Deluxe Lake view room was spacious, clean and comfortable with a king size bed, mini-bar facilities, Nespresso coffee machine and large LCD TV.
Free Wi-Fi was available and we had use of an in-room iPad.

Lockable glass patio doors opened directly out onto the Burj Khalifa Lake quayside complete with the mooring bollards and chains. Having two wicker chairs and a table on the patio, we could sit and enjoy a view of one corner of the Burj Lake. It wasn’t the best view as you’re overlooked by apartments opposite, but I assume these were more for the smokers than somewhere for the non-smoker to relax.

Breakfast at the Ewaan restaurant was quite good with a good selection of options. It never seemed too busy and had spacious seating with the staff being very friendly.

Overall, the Palace is in an ideal location for all the attractions of Downtown Dubai, including many cafés and restaurants all within walking distance. Taxis seem always to be available outside the hotel if you wanted to travel further afield.

We had 5 nights of relaxation and luxury which could be as over the top as you’d want it to be and we’d certainly consider staying here again on our next visit to Dubai.

  • Stayed January 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank GarageHeros
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael_Sorgenfrey, General Manager at Palace Downtown, responded to this review, 12 February 2014
Dear Guest,

Thank you for sharing your experience with us and I am truly happy to see that you had an enjoyable first experience here at The Palace Downtown Dubai!

All the team can only be inspired by such wonderful comments and it is a great motivation to continue providing our guests with the best service. We are glad that throughout your stay you got the chance to experience most our facilities as well as the surroundings and we appreciate the positive words about it.

Thank you again for your extended feedback and on behalf of the entire team we look forward to welcoming you back here at The Palace.

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
#31 Family Hotel in Dubai
#32 Luxury 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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