Burj Al Arab Jumeirah

Such an 7 Star hotel Special thanks to Butler Sayma. For her exceptional service

Visited the hotel for the spa experience which turned out as the worst birthday gift I could give. You should not be taking any bookings if you’re not having even one person in the spa area to manage the guests. I booked the massage with the afternoon tea and I was waiting 30 minutes to order my tea… Eventually had to approach the lifeguard in the pool to call someone. I can’t believe what I received versus the amount I paid. It was a birthday surprise that was completely ruined.

First trip to Dubai. Father and Son. Arrived at the hotel after a 13 hour flight from NYC with a 9 hour time difference. Checked in with Alessandra. While going through the check-in process, I absolutely 100% recall making sure we had 2 twin beds in our Duplex Suite. She confirmed. She escorted us upstairs to our room, 2002 and it was beautiful. Since the bedroom was up the stairs I didn't think I needed to physically confirm that we had 2 beds, since she had already confirmed it while we were checking in. Unfortunately Alessandra didn't know what she was talking about......as you can imagine my surprise when it was 1 king bed, not 2 twins. After the long 13 hour trip to trip to Dubai plus the time change I was desperately wanting to go to sleep but.... had to first wait 25 min for Housekeeping to come up and make up the couch bed. Tried to resolve the issue the next day and was told at the front desk (incorrectly) that the hotel didn't have twin beds. I also attempted to resolve this with the hotel via their texting service. Nothing but run-around and back and forth emails asking me to be patient while they look into it. Upon checking out after the 3rd night, I spoke to a Mr. Lam. The story about the room situation changed. First he claimed that I never had any conversation with Alessandra about wanting 2 beds. When I told him I was traveling with my 17 year old son and obviously I am not sharing a bed with him, he brought Alessandra out and now her story changed to, "It was a misunderstanding." The second issue was upon checking out, the hotel did not credit me the $100 resort credit that I automatically get as a perk from from booking through AMEX FHR. I was told by the desk clerk, "Oh we credit you after checkout" This again is complete nonsense as I was leaving in a few minutes and the final bill always has the necessary deductions. Furthermore, when they credited me the money spent on In-Room Dining, they now did not credit the remaining amount toward the Jet Skiing at the hotel. When I questioned it, I was told, "the credit only applies to food and beverage." That would be fine except the Welcome Paper that explains the AMEX FHR Perks at the hotel specifically said there was a $100 Property Credit...if it was just F&B, it would have stated that. Mr. Lam "reluctantly" credited me the remaining $100 credit but told me it was a "courtesy" regardless of the fact that the paper said otherwise and I was totally entitled to it. {The Welcome Paper is attached below} At this point, I was completely frustrated and this is how a wonderful stay is ruined in less than 15 minutes. The hotel's complete lack of any accountability is completely disappointing. Excuses and multiple fake apologies resolve nothing and actually make the situation worse! The last straw, so to speak, was an hour after checking out, I got a text message from the hotel telling me that there were outstanding mini-bar charges of 1272 AED or the equivalent of about $345. I am attaching this text as well where they then asked if they can run my credit card for these new charges. I literally almost had a meltdown as I was so angry. I immediately texted back stating that these charges were completely fraudulent as I, or my son did NOT consume anything from the Minibar, plus I do not drink alcohol! An hour or so later, I received a new text telling me it was a mistake and that "we regret any inconvenience or concern this may have caused." Once again, the excuses and the lame apology AGAIN! The hotel making this huge of a mistake like this is completely inexcusable and being made to feel like I ran out on a bill is humiliating. The fact that this hotel thinks that just sending a text with a useless apology speaks volumes about how Management thinks or treats guests. As this was my first trip to Dubai, perhaps this is how Management handles mistakes in the UAE; although I seriously doubt it. What I can absolutely say is that if this many mistakes were made during a 3 night stay in the US, things would have been handled appropriately and addressed. NOT just shrugged off as if it was a burden. Upon checkout a day or so later, I spoke to Mr. Bhuteria who did absolutely nothing but make the situation worse. A complete waste of time speaking with him.....More excuses without an apology. He actually "congratulated" himself by saying I was offered 1 extra hour to checkout and thought that was sufficient compensation for all the issues and problems. That is beyond infuriating and the simple fact that he thought it was acceptable tells you everything you need to know about this hotel and how it is run! Completely useless and a waste of time speaking to someone who was confrontational and unapologetic. These multiple issues wouldn't be acceptable in a Holiday Inn or a Hilton, let alone an "alleged" 7-star hotel where I am forking out over $2000 USD per night. Sometimes the way a hotel handles an issue can be the difference between an amazing stay and a horrible one.......The simple fact is that the Burj Al Arab hotel management either has zero Management skills OR is just completely disconnected from reality in how to handle problems OR maybe feel like they don't have to put in any effort to attempt to resolve any problems. Will reach out to AMEX and find out if I should protest the charges from this stay or what my other options are since the hotel was unwilling to resolve anything or accept any responsibility. Sorry to say, spend your money at another hotel where you are appreciated as a guest and not treated as a burden.

Burj al Arab is an amazing place to stay. Apart from everything Sayma butler she gave us the best experience that we have in 15th floor. Keep it up,She is an asset in Burj

The hotel was just incredible as you pull up you can just feel how special it is. From a very quick check in by the lovely staff we was taken to our room where this was just WOW! The views from the upstairs bedroom was breathtaking we kept the curtains open all night and it was magical. As I imagined everything in the room was catered for fantastic amenities. Great choice of snacks and drinks fruit chocolates everything you could possibly want. We spent time at the infinity pool and the staff along with the amazing view really make this experience first class. Thanks to Nagur and the whole team for taking such great care of us the service and professionalism was outstanding. We had a lovely dinner at Sal where the food and service was excellent. Then breakfast was made very special by the wonderful Peter. He literally had us to taste nearly everything on the menu the shakshuka was the best iv ever tasted. It was not just breakfast but an experience. The spa was again first class the pool was so peaceful with again beautiful views we loved it. This hotel definitely lives up to all expectations but what made it truly special for my family was the wonderful staff. We look forward to returning ❤️