Dukes The Palm, a Royal Hideaway Hotel

Poor customer service No USB port in any room . Try working out the lighting system in the Deluxe room is Hilarious! Most of the rooms get No Sunshine... So so so 😞 😞 😞 😞 😞 Both my husband and myself had the flu when we arrived but didn't know During the course of the day we got worse, could not do much We told Concierge who were off ish 😞. No appetite so went to the "Great Britain Restaurant" That didn't work paid 195 Dirhams each for 1/2 a plate of food Missed breakfast the following day, too weak and no strength to get out of bed Rang reception to see if they would send it up to our room "Company Policy" no breakfast served in rooms. But if we were to order "Room service" we could have it delivered so where is the sense in that! That meant we were paying twice for breakfast and they would go out of their way to take your Money 🤑 So as you can see, dear traveller, disaster from the start and even this picture is misleading. I have a better view from my back door

Duke the palm hotel was amazing stay nice pool, amazing private beach, staff was very good and supportive

I was really impressed with the city and the whole experience. It’s such a beautiful place and amazing architecture. I can’t wait to go back

I have been couple of times here before and each time I come and enjoy my holiday. The beach is amazing, there are water sport activities and lazy river fund for kids. Also the food and especially ice cream is very tasty and healthy. I want to appreciate to Vikas, Kiki and Misha for making my stay amazing! I’ll be back very soon

I was stunned by how poor Dukes The Palm truly was. What is marketed as a five-star property delivered an experience that was, at best, a disorganised and overpriced three-star stay — and even that is generous. From the outset, the hotel engaged in deceptive pricing practices. We were quoted £110 per night to upgrade our room yet the final upgrade cost bill totalled £869 for seven nights. When I queries this the manager lied and told me it was exchange rate differences. Upon arrival — exhausted after travelling overnight with a baby — staff attempted to upsell us at check-in clearly taking advantage of the situation. Even more frustrating, while we were told our room was not ready, guests who booked the same room category were permitted early check-in, highlighting inconsistency and a lack of transparency. We took the upgrade and regretted it thereafter because of the severe maintenance issues we had with the room. A Broken Toilet, Multiple Reports Ignored, and a Flooded Bathroom The toilet in our room was broken on arrival. I had to report the issue multiple times before any action was taken, and it remained unusable for the entire first day. Rather than offering a room change or any form of compensation, the hotel sent three maintenance staff into the room at 4pm as I returned to the room and was trying to breastfeed my child. They did this without checking that time was okay with me. Their intervention culminated in the bathroom being flooded compounding an already unacceptable situation. Unprofessional, Accusatory Management When I stated that we had not consumed anything from the minibar, management responded by threatening to send someone to verify implying dishonesty on our part. This accusatory approach is entirely inappropriate and reflects a fundamental failure in guest relations. Housekeeping That Barely Functions Housekeeping routinely arrived at 4pm long after the room was required and timed with the sun setting therefore inconvenient. There was no turndown service a basic expectation in genuine five-star hotels. The overall housekeeping operation appeared understaffed, poorly coordinated, and indifferent. Dilapidated Pool Area and Unhygienic Facilities The pool area was visibly run-down with shabby, unhygienic furniture that should have been replaced long ago. The pool itself is unusually deep making it impractical for families and unsuitable for relaxed use. The area bears no resemblance to the polished amenities one would expect from a hotel claiming this star rating. Breakfast: Overpriced and Substandard The breakfast offering was entirely unworthy of a five-star property — limited choice, mediocre execution, and an overall lack of quality. To further undermine the experience, the hotel charges 50 AED for a latte and 50 AED for a pistachio “croissant” that was simply a cream-filled pastry tinted with green food colouring. This felt less like luxury and more like opportunistic overcharging. The Only Saving Graces The location is undeniably convenient and the front door staff were consistently pleasant and courteous. Regrettably, these were the only aspects of the hotel that met any acceptable standard. Dukes The Palm fails on virtually every metric that defines a decent hotel. I cannot recommend this property. There are numerous hotels in Dubai that offer far superior quality, integrity, and service. Dukes The Palm is not one of them.