Dukes The Palm, a Royal Hideaway Hotel

Very nice hotel and staff very are very welcome special Concierge Team Akram vijay they where very frindly and hotel was very good with everything

I like to say thank u to Akram from concierge for his lovely service And our stay was great this is our fast time to dukes The Palm it was awsome expariance will back soon for sure

We have stayed at many resorts across Dubai and this was the worst we have experienced. We arrived from a night of travel at 5am with our two young children and as expected the room was not ready (check in is 3pm) , we asked if we were able to have breakfast when it was open instead of breakfast on our last day, as we would be checking out before breakfast on our last day. The Receptionist advised this was not possible and we would have to pay due to new hotel policy. This is the first time this has ever happened to us in Dubai and something as simple as this set the tone for our holiday. We were not asking for a free breakfast, just to swop for a breakfast that we couldn't utilise at the end of our stay that we had pre paid for. I went to Reception to check if the room was ready a few hours later and a very abrupt receptionist told me check in was 3pm and didn't even look at the computer to check if our room was available. I understand the Hotel was very busy, but the lack of customer service and basic manners at this point really made me wish we had booked a different accommodation. The Hotel is somewhat dated and although generally well maintained, the rooms are somewhat dark and tired in areas. The walkway down to the main pool area is in need of a major update as the floor looks shabby and worn and the sunbeds are old and need replacing. The Breakfast was mediocre at best and the staff were not the most helpful. Several days we asked for hot drinks which never arrived. On one occasion my husband asked for an espresso to be told it was chargeable??? Again this is not something we have ever experienced in resorts in Dubai, why would a simple espresso be an additional fee?? The night before New Years Eve we enquired with Concierge about the use of the Hotel car to take us to our New Years Gala which was in a Hotel approximately three miles from the Hotel. The Concierge plucked a massively over inflated figure out of thin air £130, to which we declined and he told us to check back tomorrow and see if they could relook at the price. We ended up booking an Uber which cost us £15. I understand that the Hotel cars are normally more expensive, but it is meant to be a service to assist guests staying at the Hotel, not to rip them off. On New Years Eve, Housekeeping made a nice display on our bed, which was lovely. However they knocked three times to ask if we were pleased with this and I got the impression they were after a tip, again not something we have ever experienced in Dubai. The two positives we have about the Hotel are the location ( great for West Palm Beach and the Nakheel Mall) and the pool, which is a great size. Overall we would not recommend this Hotel, nor would we rebook even if the price was right. There are far more modern properties, with excellent customer service within the same price range. If you are a regular visitor to Dubai, this Hotel will not meet the mark.

My Experience was 10/10 the hotel staff was very helpful especially Kevin he is a gentleman and very helpful the staff members done everything for us in our stay

Hein was very attentive and went above and beyond to give us 5 stat treatment. He went out of his way to give us everything that we needed. A credit to the team and made our breakfast experience great.