Dukes The Palm, a Royal Hideaway Hotel

Kids pool and lazy river is closed by 6 which is bit dissapointing given the fact during the summer its still can used for an extensive time.

It was amazing and organised even at the most rushed time in the EID holiday, and the staff are very freindly specially MRs YEE amd MR Romani

we have enjoyed our time at Dukes The Palm Dubai Hotel , my kids enjoyed the pool and the beach , we will visit again for sure , thanks to Mansour at the reception.

Check-in and breakfast lines were quite long, which wasted a lot of time. I hope the hotel can improve staffing or streamline the process to reduce waiting

Eid Holiday Gone Wrong – A Very Disappointing Experience From check-in to check-out, the entire experience was disappointing and far below expectations. I booked through Agoda.com, where the check-out time was clearly stated as 2:00 PM. When I raised this at the hotel, instead of acknowledging the concern and taking ownership, I was advised to contact Agoda myself. If the information displayed on Agoda is incorrect, the hotel should work with Agoda to ensure the details are updated and accurate rather than asking guests to resolve the discrepancy. Guests book based on the information provided and should not be caught in the middle. At check-out, I was asked to pay the Tourism Dirham fee of AED 20 again, even though it had already been collected during check-in. When I questioned this, I was told to pay the amount first and that they would investigate and refund it later because they "did not have time" to check at that moment. The breakfast experience was also very poor. The arrival experience set the tone for the stay. It took nearly one hour just to gain access to the hotel parking area. Upon reaching the entrance ramp, the security staff turned us away without properly explaining the situation. A simple and polite explanation that the area was busy and a request to take a round and return would have made a significant difference to the guest experience. The check-in process itself took approximately two and a half hours, with each guest taking more than 20 minutes to be processed. Once we finally entered the room, we discovered that half of the TV screen was blurred. After informing the operator, one technician arrived to inspect it, followed by another technician who eventually replaced the television. This resulted in an additional two hours of inconvenience. To make matters worse, the room telephone was not functioning upon arrival. I had to reconnect the cable myself to make it operational. In total, nearly six hours of our holiday were wasted dealing with issues that should have been identified and resolved before guest arrival. Finally, when I requested the General Manager's email address at check-out so I could provide feedback directly, I was informed that it could not be shared. Instead, I was given a business card and told to email that person first, who would then forward the email to the PA, who might then forward it to the General Manager. Such a lengthy and indirect process is frustrating for guests who simply wish to have their concerns heard. Overall, this was one of the most disappointing hotel experiences I have had. The issues themselves were concerning, but the lack of ownership, empathy, and hospitality from several staff members made the experience significantly worse.