Dukes The Palm, a Royal Hideaway Hotel

Our stay at Dukes The Palm was extremely disappointing and distressing, particularly due to how a serious issue was handled by management. During our stay, items went missing from our hotel room, including my daughter’s bracelet and an expensive phone strap. This was incredibly upsetting, especially for my daughter. What made the situation far worse was the hotel’s response. Management were dismissive, unhelpful, and showed no empathy, offering no compensation, no proper investigation, and no meaningful support. We were also refused a police reference number and were given no clear guidance on how to report the incident properly, leaving us feeling completely unsupported and brushed aside. For a hotel that advertises itself as a 5-star luxury resort, the lack of care, accountability, and professionalism was shocking. We raised multiple emails after the incident and received no reply, which speaks volumes about their customer service and how little they value guests once payment has been taken. This experience caused significant stress and upset, particularly to my daughter, and has completely changed how we feel about this hotel. Sadly, we would not recommend Dukes The Palm and will not be returning.

Very friendly and accommodating staff. Very clean hotel. Close to the mall and has its own beachfront. Would come again

Poor customer service No USB port in any room . Try working out the lighting system in the Deluxe room is Hilarious! Most of the rooms get No Sunshine... So so so 😞 😞 😞 😞 😞 Both my husband and myself had the flu when we arrived but didn't know During the course of the day we got worse, could not do much We told Concierge who were off ish 😞. No appetite so went to the "Great Britain Restaurant" That didn't work paid 195 Dirhams each for 1/2 a plate of food Missed breakfast the following day, too weak and no strength to get out of bed Rang reception to see if they would send it up to our room "Company Policy" no breakfast served in rooms. But if we were to order "Room service" we could have it delivered so where is the sense in that! That meant we were paying twice for breakfast and they would go out of their way to take your Money 🤑 So as you can see, dear traveller, disaster from the start and even this picture is misleading. I have a better view from my back door

Duke the palm hotel was amazing stay nice pool, amazing private beach, staff was very good and supportive

I was really impressed with the city and the whole experience. It’s such a beautiful place and amazing architecture. I can’t wait to go back