Atlantis The Royal

The little explorers was nice and very engaging. Abby and Bella were very engaging and friendly as well. Will definitely come back.

The only word to define our stay is mesmerizing . The service, the atmosphere, the buzz were simply exquisite. The beach and pool were pristine. The morning buffet was so yummy and the restaurant staff treated us like royalty. A special mention for Ruchna from housekeeping. She would always go out of her way to ensure our maximum satisfaction and deserves a 6 star rating

Staying at this hotel had been a dream of mine for many years. In fact, I originally booked a stay at Atlantis The Palm more than a year in advance to secure a good rate. However, when this exclusive UAE resident offer became available, I decided to cancel my previous booking and choose this hotel instead, believing it would provide an even more extraordinary luxury experience. As a UAE resident for 22 years, staying in a luxury hotel is not something I take for granted. I carefully saved for this experience, and it has become a cherished family tradition to celebrate birthdays together in an intimate and meaningful way. This stay was particularly special as we were celebrating my husband's 46th birthday and my son's Sweet 16. Unfortunately, while the property itself is undeniably luxurious, the hospitality we experienced did not reflect the level of service we expected from a world-renowned luxury hotel. I made my reservation well in advance and clearly communicated my requests before arrival. I kindly requested a complimentary birthday cake with personalized birthday messages for both my husband and son, hoping to create a memorable moment for our family. While a cake was eventually delivered, it arrived very late in the evening, around 10:00 PM, and only after I followed up. Had I not called, I am not certain it would have arrived at all. The personalized touches I specifically requested were also not provided. I had also requested a simple welcome message on the television screen. While this may seem minor to some guests, these thoughtful gestures often make guests feel truly welcomed and valued. Such touches are common in many hotels and contribute greatly to creating a memorable luxury experience. Unfortunately, this request was not fulfilled either. These details may appear small, but for my family they represent meaningful moments and lasting memories. My children had been looking forward to this experience, and we hoped to celebrate these milestone birthdays in a way that felt special and memorable. What made this experience even more disappointing is that we have stayed at several luxury properties across the UAE, including Palazzo Versace, Anantara Ras Al Khaimah, Jumeirah Beach Hotel Dubai, St. Regis Abu Dhabi, Conrad, Abu Dhabi, and Address Beach Resort Dubai. In each of these hotels, we felt genuinely welcomed, cared for, and pampered through warm hospitality, thoughtful gestures, and exceptional attention to detail. At Atlantis The Royal this stay was our first experience at an ultra-luxury property, and naturally, our expectations were higher. We anticipated a level of hospitality that would surpass the excellent service we had already experienced at five-star hotels. Instead, we found ourselves feeling confused and disappointed. We kept asking ourselves, "Is this truly what an ultra-luxury experience should feel like?" The hotel itself is magnificent, and there is no doubt about the grandeur of the property. However, luxury is not defined solely by beautiful architecture, lavish interiors, or impressive facilities. True luxury is reflected more in the warmth of the welcome, the anticipation of guest needs, and the thoughtful details that make guests feel genuinely valued and special. Sadly, that was the element we felt was missing during our stay. What should have been one of the most memorable celebrations for our family became an experience marked by unmet expectations. It is genuinely heartbreaking because this stay represented a long-held dream for us, and we had looked forward to it for many years.As someone who works in governance and compliance, I strongly believe that feedback is essential for continuous improvement. It is through honest feedback that organizations learn, grow, and enhance their guest experience. What makes this experience even more disappointing is that I have always known Kerzner International to be a globally renowned hospitality brand, recognized for delivering exceptional service and world-class guest experiences. That is why this stay was particularly disheartening for my family and me. That said, I would like to sincerely acknowledge Melissa De Guia, whom we met in the elevator while heading to the swimming pool. She listened attentively, showed genuine concern, and offered a heartfelt apology for the inconvenience we experienced. Her professionalism, empathy, and kindness were greatly appreciated and stood out as one of the few moments during our stay that truly reflected the level of hospitality we had hoped to experience. I share this feedback not out of criticism, but out of sincere hope that future guests will receive the exceptional service that a hotel of this stature is known for delivering.

Marvin consistently demonstrates exceptional hospitality, making everyone feel genuinely welcome and valued. His warm attitude, attentiveness, and willingness to go the extra mile create memorable experiences that leave a lasting positive impression. His dedication to ensuring the comfort and satisfaction of others is truly commendable and greatly appreciated.

Fantastic place - Nurin was so personable and brilliant. Hopefully we will be upgraded to a suite next time as we have been so frequently in the last 12 months !