Dukes The Palm, a Royal Hideaway Hotel

I was stunned by how poor Dukes The Palm truly was. What is marketed as a five-star property delivered an experience that was, at best, a disorganised and overpriced three-star stay — and even that is generous. From the outset, the hotel engaged in deceptive pricing practices. We were quoted £110 per night to upgrade our room yet the final upgrade cost bill totalled £869 for seven nights. When I queries this the manager lied and told me it was exchange rate differences. Upon arrival — exhausted after travelling overnight with a baby — staff attempted to upsell us at check-in clearly taking advantage of the situation. Even more frustrating, while we were told our room was not ready, guests who booked the same room category were permitted early check-in, highlighting inconsistency and a lack of transparency. We took the upgrade and regretted it thereafter because of the severe maintenance issues we had with the room. A Broken Toilet, Multiple Reports Ignored, and a Flooded Bathroom The toilet in our room was broken on arrival. I had to report the issue multiple times before any action was taken, and it remained unusable for the entire first day. Rather than offering a room change or any form of compensation, the hotel sent three maintenance staff into the room at 4pm as I returned to the room and was trying to breastfeed my child. They did this without checking that time was okay with me. Their intervention culminated in the bathroom being flooded compounding an already unacceptable situation. Unprofessional, Accusatory Management When I stated that we had not consumed anything from the minibar, management responded by threatening to send someone to verify implying dishonesty on our part. This accusatory approach is entirely inappropriate and reflects a fundamental failure in guest relations. Housekeeping That Barely Functions Housekeeping routinely arrived at 4pm long after the room was required and timed with the sun setting therefore inconvenient. There was no turndown service a basic expectation in genuine five-star hotels. The overall housekeeping operation appeared understaffed, poorly coordinated, and indifferent. Dilapidated Pool Area and Unhygienic Facilities The pool area was visibly run-down with shabby, unhygienic furniture that should have been replaced long ago. The pool itself is unusually deep making it impractical for families and unsuitable for relaxed use. The area bears no resemblance to the polished amenities one would expect from a hotel claiming this star rating. Breakfast: Overpriced and Substandard The breakfast offering was entirely unworthy of a five-star property — limited choice, mediocre execution, and an overall lack of quality. To further undermine the experience, the hotel charges 50 AED for a latte and 50 AED for a pistachio “croissant” that was simply a cream-filled pastry tinted with green food colouring. This felt less like luxury and more like opportunistic overcharging. The Only Saving Graces The location is undeniably convenient and the front door staff were consistently pleasant and courteous. Regrettably, these were the only aspects of the hotel that met any acceptable standard. Dukes The Palm fails on virtually every metric that defines a decent hotel. I cannot recommend this property. There are numerous hotels in Dubai that offer far superior quality, integrity, and service. Dukes The Palm is not one of them.

The most amazing trip! Not one bad thing to say about this hotel. The staff were great especially a lady called Ednah who stood out the most for us.

The staff are friendly, helpful and go out of their way to make sure you have a wonderful stay. Rooms are specious and well appointed. Plenty of storage and bathroom is luxurious. Bed and pillows are very comfortable. No need to rush to reserve a sun bed either around the pool or on the beach. Food is delicious with lots of variety. Attentive service in the restaurant as well as around the pool and on the beach. There is excellent mall shopping close by. We had a short 4 day stay between flights, but we will definitely return for a longer stay.

The hotel very grand and imposing, staff are friendly and willing to assist with queries promptly, food was very good. I had an issue with my shower but it was still usable. Overall I would go back again.

Dukes the Palm Dubai Hotel, Mr. Kerolos was the best guest we had during our stay. Thank you for all your attention and care.