Dukes The Palm, a Royal Hideaway Hotel

We had a very satisfying stay at the hotel. Melody and Nana from the reception made us feel like family with their warm and friendly hospitality. The facilities were amazing — the lazy river pool was so much fun, and the infinity pool was impressive and deep. The room was comfortable, and everything we needed was just one phone call away. The staff attended to our requests quickly and efficiently. We actually enjoyed our stay so much that we’re already booking another date to come back. There were still other pools and facilities we didn’t get to explore, so we’re excited to experience more on our next visit. Overall, it was a wonderful stay and highly recommended.

The worst hotel experience I’ve ever had in my life. We booked a suite with executive lounge access, and the second we arrived at reception, we were told everything was closed and that we needed to walk to another hotel just to access the lounge or even have dinner. Completely unacceptable for a 5-star hotel. The staff were extremely rude and unhelpful. Every reply was simply: “Yes, you are right, but we can’t do anything.” No solutions, no hospitality, nothing. The food was terrible — cold buffet items, badly cooked live grill, and overall very poor quality. The pool area was overcrowded to the point where you couldn’t even find a sunbed. Imagine booking a half-board package at a supposed 5-star hotel and still having to pay extra for water during meals. The hotel itself is very old and poorly managed. Honestly, this was one of the worst hospitality experiences I have ever had, and I would never recommend this hotel to anyone.

Overall Experience * One of the most disappointing hotel stays I’ve ever had not only in Dubai, but anywhere. * This was my first and definitely my last stay at Duke Hotel. * Easily one of the worst hotel experiences I’ve ever experienced. Misleading Hotel Advertising * The hotel photos create a false impression of a relaxing beachfront and “sea view” experience. * In reality: * There is no proper sea view. * Most views face neighboring buildings inside the Palm complex. * Guests must walk around 8-10 minutes to reach the beach and pool area. * The advertised atmosphere is very different from the actual experience. Poor Check-In & Guest Information * The reception/front desk experience was extremely disorganized. * Staff failed to explain: * Hotel facilities * Opening/closing timings * Beach & pool access * Basic guest information * I wasted nearly an entire day trying to figure everything out myself. * A very simple solution could have improved the experience: * A printed guide in the room * Or even an automated WhatsApp message with facility timings and directions Staff Lack of Knowledge & Support * spa employees did not know the timings for the outdoor pool and beach. * The gym phone was never answered. * It honestly felt like there was no proper coordination between departments. * Nobody informed guests where or how to collect towels for the pool or beach. “Infinity Pool” Expectations * Guests should manage expectations regarding the so called “infinity pool.” * It is not a rooftop infinity pool experience like many international 5 stars hotels offer. * It is simply a ground level pool located in front of the beach. Noise & Lack of Night Support * There was constant noise and partying in the neighboring room for 2 nights. * Sleeping properly became impossible. * After midnight, nobody at the front desk answered the phone to assist or resolve the issue. Unprofessional Late Checkout Handling * the evening before i check out i politely requested a 2hrs late checkout due to my late flight. * “Hini” at the front desk handled the situation very poorly. * I was told to return the next morning because they “didn’t yet know the reservations.” * This was for a simple request on a Monday not during a busy weekend. * The handling felt very complicated and unprofessional. * Eventually, I chose to leave the hotel early at 11 AM and wait at the airport instead of repeatedly returning to the front desk. The Only Positive Aspects The only staff members who left a positive impression were: * Kevin in the lobby * Security staff * Housekeeping team * Beach staff They were friendly, helpful, and cooperative. * Khaled from the front desk also tried to understand the situation, but unfortunately this happened after several days of issues. Final Verdict * Misleading marketing * Poor communication * Weak customer service * Lack of organization * Noise issues with no support Overall, the stay was extremely disappointing and far below any expectations. I will never come back again to this hotel

Amazing view, beautiful room but the sofa was stained, we can smell something from the toilet too. Pools are deep. Lazy river great for kids. Fantastic breakfast. Excellent service!

So so SO so good it was ssoooo good I loved it it was soo good top tear