Hedi B. A., Dec 01, 2025

am writing to formally express my deep dissatisfaction with my recent two-night stay at Swissôtel Dubai. As a loyal guest who has stayed with Swissôtel in multiple countries (Moscow, Izmir, and others), I have always associated your brand with excellent hospitality, efficiency, and comfort. Unfortunately, this experience was the opposite and has strongly affected my confidence in the brand. Below is a detailed summary of the issues encountered: 1. Arrival Experience – Wi-Fi Not Working, No Support I arrived early in the morning after a long nine-hour flight. Upon entering Room (16th floor), I immediately noticed that the Wi-Fi was not working. • I called reception and was told “we have nobody, please come down.” This is unacceptable—issues inside the room must be handled by your team, not the guest. • I requested that someone be sent to check. I waited 20–30 minutes—nobody came. • I called again, was told “he is on the way.” I waited another 20–30 minutes—again nobody. • Exhausted, I went down myself, only to be ignored by the staff member who originally answered my calls. • Only Ms. Fatuma showed professionalism and tried to assist. It became clear that Wi-Fi on that entire floor was not functioning, not only in my room. 2. Room Change – One Hour Waiting for Bellboy After identifying the Wi-Fi issue, I requested a room change. I was assigned a new room on another floor. • I waited nearly 1 hour to 1 hour 30 minutes for the bellboy to come for my luggage. • I had to call Ms. Fatuma twice; she apologized but clearly the internal communication system was failing. 3. Second Room – Strong Smoking Smell The new room I received was full of strong cigarette smell, clearly a smoking room, even though I did not request one. The odor was so bad that it was impossible to rest properly. 4. Breakfast Experience – Unprofessional Staff & Poor Quality The next morning, breakfast was another extremely disappointing experience: • The staff member serving coffee had an unacceptable and rude attitude, telling me “Why you tell me now? You should tell me before.” • Buffet at 09:30–10:00 was empty, with leftovers and no refilling. • Food was tasteless and far below Swissôtel standards. • The table was not clean; I had to ask for cutlery myself. This is not the level of service expected from a global hospitality brand. 5. Duty Manager Interaction I spoke with Duty Manager Mr. Saber, who was attentive and listened carefully. However, the only compensation offered was an upgrade to a suite. While I appreciate the gesture, I was traveling alone and did not need a large suite. My concerns were not about room size—but about service quality, professionalism, hygiene, and a complete breakdown of basic hotel operations. My stay was not a leisure trip—it was for important business meetings. Unfortunately, this experience disrupted my travel, my rest, and my work. 6. Overall Impression This stay was a disaster from start to finish, and absolutely not reflecting Swissôtel standards that I know from other cities. Due to the poor handling of: • Technical issues • Guest communication • Room assignment • Cleanliness • F&B service • Staff attitude I must emphasize that—based on this experience, I would not return to Swissôtel Dubai, nor recommend it professionally or personally. Requested Action I kindly request: 1. A formal investigation into all departments involved: Front Office, Housekeeping, Engineering, and F&B. 2. A clear explanation of how such failures occurred at every step. 3. Proper compensation, aligned with the severity of the service failures, not only an upgrade. 4. Assurance that corrective actions will be taken to prevent this happening to other guests. My intention is not to complain for the sake of complaining, but to ensure that your brand delivers the level of service it promises and that I have consistently experienced in other cities. I look forward to your prompt and professional response. Hedi B. A. CEO Royal Tulip Sea Pearl Hospitality

Mansoor A., Dec 01, 2025

open arm welcome at HOME COMING

Ertugrul E., Dec 01, 2025

Business trip so no need to describe any other points.

Elsayed A., Nov 30, 2025

Very wonderful

Phillip R., Nov 29, 2025

Great experience. factor breakfast on the stay.