Dukes The Palm, a Royal Hideaway Hotel

Dukes the Palm. Fantastic holiday The location was on the Palm clean tidy and beautiful views. The hotel was spotless clean and the restaurant was nice bright and welcoming. We had singer in the morning whist eating breakfast. The food was great so much choice it catered for everyone. The waiters and waitress were amazing. Especially Baysil he was so attentive and chatted each day to us making us feel welcome and enhanced our stay. The room were nice bright and clean. The only downside was there was no separate shower cubical and it did leak and stepping into the bath to shower could be better. This did not affect our stay in anyway. This is such a lovely hotel and value for money as you are on the Palm near west beach for a nice still in the evening. I would recommend anyone to stay here it’s a fantastic hotel with great view and amazing staff from reception, restaurant cleaners and front of house.

This is the second time I’ve stayed at this hotel and the service has not changed. Staff are always so polite and willing to help, Ednah was always helpful at breakfast making sure tables where cleared and all guest where happy The rooms are perfect and the staff who clean the rooms could not be better always smiling and a phone call away if you need anything I will be staying here again

Disappointing Stay: Unresponsive Service and Uncomfortable Experience We regularly take family staycations in Dubai, and I rarely leave reviews. Unfortunately, our experience at Dukes was disappointing enough to warrant one, both because of the room and the way our concerns were handled. After booking a one-bedroom apartment, I received a call promoting the hotel’s membership programme with an attractive offer and agreed to give it a try. We were allocated a cramped corner apartment with one bathroom and a poor layout. Having seen more spacious apartments available at a similar price, I asked to move. I was told that nothing was available. Even after escalating the matter to the duty manager, the only alternative offered was a downgrade. That evening, the apartment was uncomfortably hot, and the air conditioning was not cooling the room adequately. Reaching the operator required multiple calls, followed by further calls to have someone attend. When someone finally arrived “after 30-45min”, they insisted that the air conditioning was working properly, despite the room remaining hot. I went to reception frustrated, where one staff member responded in an extremely rude and confrontational manner. A manager step in eventually inspected the apartment, acknowledged that it was uncomfortably hot and unsuitable, and arranged a move to a considerably better room. This was exactly the type of alternative I had requested earlier but had been told was unavailable. By then, it was late, and I had spent approximately 90 minutes trying to resolve an issue that should have been handled promptly. The situation genuinely ruined our evening. I appreciate the manager eventually resolving the issue, but the disruption had already spoiled our family evening. It also raises a reasonable question: why could a suitable alternative be arranged then, when our earlier requests had been declined because nothing was available, despite multiple attempts and escalation to the duty manager? Good service matters most when something goes wrong. Guests should be listened to and treated respectfully, especially when an issue is affecting their family’s stay. Repeated calls, dismissive responses and unnecessary escalation should not be part of that experience. Unfortunately, there was little else that stood out positively. The food, the restaurant ambience, the amenities all averge. Most disappointing of all, the customer service was well below the standard expected in Dubai. Dubai offers many excellent family staycation options with welcoming staff and attentive service and great experiences. Based on this experience, I would not return to Dukes and would highly recommend considering alternatives.

I was truly impressed by Chef Husein’s courtesy, kindness, and friendliness. Every morning at breakfast, he went out of his way to make me feel welcome, and his kindness genuinely made my day. Starting the morning with someone who has such a positive attitude and a warm personality makes all the difference. Chef Husein is a wonderful example of how a little kindness can brighten someone’s day. Thank you for making my mornings so special!

This was the first time travelling to Dubai for me and my husband and we couldn’t have chosen a better place to stay. The staff were always happy to assist with whatever queries we had, constantly had smiles on their faces and just went above and beyond. The hotel itself is spotlessly clean and the beds are super comfortable