Dukes The Palm, a Royal Hideaway Hotel

Our room has been so clean and tidy every time we have came in! Kyaw has been great!! He goes above and beyond every day for us ! We stay here every year and could never knock the service of all the people who work here! Would definitely recommend coming

We were excited to stay at this 5* hotel and had really high expectations for our visit. Having looked forward to this trip, we were eager to enjoy a relaxing and memorable stay, confident that the standards would match the hotel’s reputation. However, while we were expecting a seamless and high-standard experience, unfortunately, our visit was marred by an issue that was handled in a completely unprofessional manner by the hotel staff, particularly duty manager Kahlead and receptionist Jane. Their approach not only failed to resolve the matter but also significantly impacted our overall experience. Our original booking was made for two people, but somehow the occupancy was recorded as one person. As a result, only one guest was allowed access to the pool facilities, and my friend was told she had to pay an additional fee. This is not something we’ve ever encountered at a 5* hotel and was extremely disappointing. Whilst we understand it is not the hotels direct fault, they should acknowledge the issue. Guests who book through Booking.com should receive the same high standard of service and hospitality as any other guest in a 5-star hotel. The method of booking does not diminish the value of their patronage, and all guests deserve equal respect, comfort, and attention to detail during their stay. Upholding consistent excellence across all bookings is essential to maintaining the reputation and integrity of a luxury establishment. Treating Booking.com guests with anything less than the full 5-star experience not only reflects poorly on the hotel but also undermines the principles of genuine hospitality. We are paying the exact same room rates if you book directly through the hotel website or booking.com. When we raised this issue with the duty manager, we expected at the very least an apology, a reasonable discussion and an effort to resolve the situation. Instead, Kahlead was unhelpful, dismissive, argumentative and aggressive. Rather than trying to assist us, he repeatedly told us to “speak to Booking.com” and made no effort to work toward a solution. Duty manager stated he could have helped us if we booked directly through the hotel website, rather than booking.com. His attitude, lack of professionalism and genuine care to guests were shocking and absolutely not in line with what one would expect from a property that claims to be 5*. This really damaged our experience and customer journey within the hotel. This experience left a very poor impression. It’s not just the miscommunication about occupancy—it’s how poorly it was handled that truly made our stay feel unpleasant and we were not cared for. This is not the level of service you would expect from a 5* hotel. In addition, the general cleanliness of the hotel room was poor. There was a noticeable amount of dust on various surfaces, including the lights and wine glasses. Additionally, we found a stain on the toilet seat, and the duvet had some sort of unpleasant mark. These are all expectations of a 5* hotel. However, the breakfast was very nice, offering a great variety of options to suit everyone’s tastes. Everything was well-presented and fresh. The breakfast staff were all very friendly and attentive. The breakfast staff made the experience somewhat 5*. Upon check out, Christopher, went above & beyond, showing a level of genuine care. He listened attentively and responded with genuine empathy and tried to rectify my experience. A genuine 5* hotel experience is defined not by grand facilities or luxurious finishes, but by how it makes you feel—from the warmth of the welcome to the attentiveness and professionalism of the staff. It’s the service, the human connection, and the sense of care that leave a lasting impression and elevate a stay into something truly memorable. Unfortunately, this essential aspect was lacking and missed during our visit. What should have felt like a premium, relaxing experience instead came across as cold, impersonal, and transactional—falling far short of the standards we expected from a hotel of this reputation. We will not be returning to this property, and we’ll be sharing our experience with our network and clients to advise them accordingly. Five-star service is about much more than just facilities; it’s about how guests are treated and the overall experience, especially when something goes wrong. In this case, the hotel fell far short. Our expectations were sadly missed.

We stayed here for 6 nights in May. It is the most amazing hotel I have ever stayed at. The staff are so polite & cannot do enough for you! Everyone is extremely helpful. The hotel is extremely clean, the facilities are beautiful & it is definitely a 5 star! You really do feel like royalty staying here. We will definitely be back!

The rooms were cleaned to the highest standard every single day with a special touch each time as I was here with my 3 year old little boy, The housekeeper Nuwah has made my experience a lot more enjoyable for myself and my son. Thanks 😊 ……………..

It was a great stay, thanks for Mansour for making it memorable. We will visit again, thanks for everyone