Dukes The Palm, a Royal Hideaway Hotel

I will choose your hotel, but please see what I told you about the food and the poor, slow internet.

Our stay was disappointing due to several service and communication issues. * Upon arrival, we were told by someone we believed was hotel staff (later identified as being from RTA) that the road to Dukes was blocked and that we could not park at the hotel. * We were directed to NH Collection, but were then informed that parking was only available for NH guests. * Attempts to call the hotel for assistance were repeatedly dropped, leaving us driving around with no clear parking solution. * After multiple calls, we were finally told that the road was open and we could access the hotel. * Check-in was extremely slow. We waited more than 1 hour in the queue and another 30 minutes to receive our room key. * Basic requests such as extra robes, slippers, and bottled water took several hours to be delivered despite multiple follow-up calls. * We requested these items around 9–10 PM but did not receive them until around midnight–1 AM. Because we were waiting for the delivery, we missed the opportunity to use the gym that evening. * The pool and lazy river opened quite late. It would be great if they opened earlier to accommodate guests who prefer morning swims or outdoor activities before the midday heat. The pool opened around 8–9 AM, while the lazy river did not open until 10 AM. * If I'm not mistaken, all pool facilities, including the indoor pool, infinity pool, and lazy river, closed at 7 PM. Combined with the relatively late opening hours, this significantly limited the time available for guests to enjoy these amenities. * No one greeted us upon arrival or offered assistance with our luggage, which was disappointing and fell short of the standards typically expected from a 5-star hotel. Overall, while the hotel offers good facilities and a pleasant setting, the guest experience was overshadowed by poor communication, long waiting times, and slow service. Addressing these operational issues would go a long way toward meeting the standards expected of a 5-star property.

I had an absolutely wonderful stay at Dukes. The hospitality was truly exceptional from start to finish. Every member of the team was professional, attentive, and genuinely welcoming, making me feel valued throughout my stay. What impressed me most was how everything was perfectly organized and always on time. The service was seamless, efficient, and delivered with a smile. A special thank you to Romany from the breakfast team, who went above and beyond to make each morning enjoyable. His kindness, attentiveness, and positive attitude made a lasting impression and truly enhanced my experience. Thank you to the entire Dukes team for setting such a high standard of hospitality. I highly recommend this hotel and look forward to returning in the future. From Sristi and Keno

The staff is not bad especially Mansour and Sabri they was very nice and helpful, otherwise that receptionist Dana was very cold and didn’t want to help us find the way to facilities we had to wait 20 minutes in the hot weather and she kept on ignoring us and I was with special kid with autism it’s was very bad experience, the rooms are clean and very good though, the only problem is some staff that are not helpful try to avoid them .

Deluxe suite was spacious with kitchen utensils. Quite good getaway for weekend and good activities for kids. Infinity pool is a plus