When you call yourself 5*, you need to be 5*
We live in Dubai and stayed here for my birthday weekend mid-Aug. We've stayed in a dozen Dubai resorts, and this was a really disappointing experience. This hotel may look 5 star but its services are more in the 2-3* range.
1. Being charged for ice. After your first small bucket of ice, they charge you per bucket. The room rate for the exec.suite we were in was 3700 AED ($1,000) per night and you're going to nickel & dime and charge 25AED ($7) for ice when it's over 50 degrees out? Unacceptable.
2. "Extra" services. Middle of the night one of the women needed some feminine hygiene products. We called the front desk and spoke to at least 5 people before anyone could figure out what we were asking for. Finally, they said that they don't have ANYTHING avail (what?!) but that they could send a guy to the nearest convenience store to get some -we would just have to pay for it.
The guy shows up in 30 min: the item is 10AED but taxi is 70AED which is crazy because the nearest Zoom store is 1.6km away, and in Dubai, 70AED can get me 30km in any taxi. And he didn't get what we needed.
3. The room has a balcony with no chairs on it. When we asked for chairs they looked confused and said to move the the big armchairs from the bedroom outside...um..no? I won't be moving oversized furniture during my stay.
We brought all of this to the mgr at checkout and he just hobbled his head and shrugged his shoulders like "that's just how it is".
Unacceptable for a 5* (or for a 3*...)