Burj Al Arab Jumeirah

We made a booking of 2 bedroom suite at Burj Al Arab for 3 nights via Booking.com. However, Booking.com used a partner company to make the booking. Booking.com did not provide the room category to Burj Al Arab and the staff at the hotel could only see half of the money what we paid. We showed the duty manager the booking confirmation received from booking.com and the bank statement to establish how much actually we have paid. However, the duty manager was very firm and said there is nothing he can do, I need to speak with booking.com. We were left stranded for 3 hrs in the lobby. I was really shocked as a returning guest. The service standards now are very appalling. It was both embarrassing and frustrating to be left sitting on the sofa for over three hours during what should have been a routine check-in. What made matters worse was the behaviour of Joules, who came across as unsympathetic, unapologetic, and, quite frankly, displayed conduct that could only be described as discriminatory. For an establishment of Burj Al Arab’s stature, such behaviour is not only unacceptable but entirely out of place. Around 5:30 PM, a female staff member informed us that our suite was finally ready and, in an attempt to make amends, offered a complimentary late check-out. However, after the emotional distress and humiliation we had already endured, this gesture felt as inadequate as offering to cover legal costs after causing harm — far too little, far too late. I strongly believe that this vendor should be held accountable, and I would urge the management of Burj Al Arab to reconsider their association with such service providers. This was, without question, one of the worst hospitality experiences I’ve had in recent years. That said, I do want to sincerely acknowledge and commend the individuals who went above and beyond to make us feel cared for after learning about our ordeal. They truly embodied the spirit of exceptional service: Butler Team: Yogesh, Aldrin, Sofia, and Iryna Housekeeping Team: Anoop and Mahesh Their empathy and professionalism were a stark contrast to our earlier experience. Even the lift attendant displayed more warmth and courtesy than Joules, which speaks volumes. Giovanni, if I were in your position, I would seriously consider re-evaluating the role of Joules and instead recognise and promote those who genuinely uphold the values of your esteemed brand. The booking was made in the name of Rohit Aggarwal.

From the first moment, you will feel that you are in a different life or in a different planet. Check in immediately, and we received our suite two minutes later. The duplex suite was huge, super luxurious. Minutes later, our smiling butler Narjis came with the welcome drinks, and later a big bowl of mixed berries. WOW, we dined at Al Iwan restaurant. The food was super delicious, they brought us a plate of mixed grills which was not included in the buffet, big WOW, the breakfast was good with great quality but needed a little improvement, the service was super quick everywhere, forgive me because I have to say Bab Al Yam restaurant needs renovation. I hope I will visit this paradise again. Thank you, Burj Al Arab

I would like to express my sincere appreciation for Angelica at the hotel. I have stayed here multiple times, and every visit, she consistently goes above and beyond. From the moment I arrive until she sees me off to my car, she takes care of every detail with professionalism and warmth. Her exceptional service is one of the main reasons I keep coming back, time after time. Thank you, Angelica, for making each stay so welcoming and comfortable.

We had an exceptional stay at the hotel in late June. The hotel was very accommodating, they facilitated an early check in and slightly late check out. This is an amazing property with “7 star” service. We stayed in a 2 bedroom suite with spectacular views. Every staff member we interacted with from the door men, buggy drivers to our butler went above and beyond to ensure our needs were met. We would definitely stay here again.

Absolutely incredible experience for 5 days. Everything about the hotel was superb. The staff, from the front desk to our butlers were incredibly friendly and helpful and couldn't do enough to make us comfortable.