Dukes The Palm, a Royal Hideaway Hotel

When I arrived at the hotel Kevin was very friendly and helpful. After I went to the check in. I went with my wife to the room when we get there one of the key did not work I went down to the Reseption. And I was saying the card did not work and maybe the have an other room because off the view. Then a little boy was interrupting me. Was saying I need to pay the deposit. I was saying first help me the I’m going to get my wallet in the room. Then it get worse he was saying i need to pay directly I need to call my wife and she need to bring my wallet hahaha He is crazy I took his name Rizo Is his name people like that don’t need to work at a Reseption they need to stay home and talk too there family like that I never experience something like this

We had a lovely breakfast experience at Dukes The Palm. The restaurant was clean, welcoming, and well organised, with a great selection of fresh food to suit all tastes, including plenty of options for children. What really made the difference was the outstanding service from our waiter, Rakesh. He was incredibly friendly, attentive, and made us feel genuinely welcome from the moment we arrived. He went out of his way to look after our family and was especially kind and patient with our little ones, which meant we could relax and truly enjoy our meal. Everything was well stocked, freshly prepared, and beautifully presented. It was a perfect start to our day and exactly what you’d hope for from a hotel of this standard. A big thank you to Rakesh and the whole team, we wouldn’t hesitate to recommend the breakfast here and would happily return!

Diabolical hotel that should be avoided. This property claims to be 5-star but operates with the ethics of a budget airline looking to squeeze every extra penny. Scam #1: We checked in at 10am and were told our room wouldn’t be ready until 3pm, which is fair. We were then offered an immediate upgrade to a suite for £100 per night. At checkout, this mysteriously became over £180 per night. When challenged, the shift manager blamed “FX conversion” — a laughable and insulting excuse. Scam #2: The suite had a kitchen and fridge. I stored a drink bought from a local shop. At checkout, the hotel claimed it was from the minibar and charged us £8 for it — for a brand they don’t even stock. Although they initially agreed to remove the charge, they later took the money anyway after we had returned home. Our email complaint was met with a generic policy response. The money isn’t the issue — the lack of honesty, transparency, and accountability is. To make matters worse, the stay itself was unpleasant. The toilet didn’t work for the entire first day and then intermittently for most of the stay, only being properly fixed two days before we left. Housekeeping was also routinely delayed until late afternoon. If you have the misfortune of staying here, get everything in writing and insist the minibar is emptied to avoid being wrongly charged after checkout. Absolutely not worthy of a 5-star rating.

Our stay at Duke The Palm has been a huge disappointment, especially considering the price and expectations of a five-star resort. We were placed in room 1305 and the space is absolutely a joke. It feels more like a shoe box than a premium room. There is barely enough room to walk around, let alone accommodate two children comfortably. We specifically booked with the understanding that the room would be suitable for a family, yet there is no proper space for our kids to sleep. For a resort of this caliber, this is completely unacceptable. What makes this even more frustrating is that the room descriptions and photos on the resort’s website led us to believe we would receive a spacious, family-appropriate room. In our experience, the online presentation did not match the reality we encountered, which felt misleading and like false advertising. To make matters worse, the management has not been helpful at all. Instead of addressing our concerns or offering solutions, they’ve been dismissive, leaving us feeling ignored and frustrated. We expected comfort and relaxation on our vacation, not cramped conditions, misleading information, and unprofessional service. Unless you’re traveling alone and don’t care about space or support from management, I would strongly reconsider staying here — especially if you have children.

Fantastic hotel and service from all staff. Nothing too much trouble. Special mention to Aamir security in charge who looked after us so very well throughout our stay. He really makes us loyal to this hotel. He also makes us feel special. Great location and taxis readily available. Whiem from reception was also very kind to us. All staff in restaurant too. We will be back.