Everything was perfect

An Unforgettable Family Stay – Exceptional Hospitality & Vibe! Our recent family stay at Mama Shelter was nothing short of amazing. From the playful, stylish atmosphere to the comfortable rooms, everything was set up for a fantastic experience—but what truly elevated our stay was the incredible team. A massive, heartfelt thank you to Franklin, Youssra, and Deniz. Their outstanding service, genuine warmth, and meticulous attention to detail blew us away. Traveling with family can sometimes be hectic, but they went above and beyond at every turn to make sure we were perfectly looked after, anticipating our needs before we even had to ask. It’s rare to find hospitality that feels both effortless and extraordinarily attentive. Mama Shelter always delivers great energy and comfort, but Franklin, Youssra, and Deniz made it truly memorable. We cannot wait to return!

amazing interior

We had a problem with fire alarm in the night, but Amr did a great job by changing our all experience to positive and definitely will come back.

My disappointment regarding the poor experience I had from the moment I arrived at the hotel. Unfortunately, the level of service and guest care I received was far below what I expected. I would like to highlight the following concerns: 1. Poor Valet Parking Service The valet parking service was extremely disappointing. The waiting time to receive my car was unnecessarily long, as the staff appeared to be mainly focused on organizing the keys rather than assisting the guests who were waiting. There was very little attention given to the guests, which created an unnecessary delay and frustration upon arrival. 2. Room Not Ready at Check-In I had booked two XL rooms. When I arrived for check-in at 3:00 PM, only one room was ready, while the second room was still not prepared. I had to wait approximately 45 additional minutes before the second room was made available. Considering that 3:00 PM was the official check-in time, I believe both rooms should have been ready upon our arrival. 3. No Explanation of Hotel Facilities or Services During check-in, no one provided us with any information or explanation regarding the hotel’s facilities, services, or important guest guidelines. This was particularly disappointing considering that the hotel was not busy at the time. A brief explanation of the available facilities would have been expected as part of a proper check-in experience. 4. Unprofessional and Disrespectful Behaviour by the Security Supervisor This was the most disappointing part of my experience. I had an unpleasant interaction with the security supervisor regarding my children accompanying me to the swimming pool. They were prevented from entering the pool with me based on the assumption that they might disturb other adult guests. At the time, there were no other guests using the pool. I explained that the children’s pool was crowded, that my children are teenagers and not young children, and that I was fully responsible for them and would ensure that they behaved appropriately. Despite this, the security supervisor insisted on his position without attempting to handle the situation in a professional, respectful, or guest-friendly manner. I informed him that his attitude had completely ruined my mood and that I no longer wished to stay at the hotel and was considering leaving. His response was essentially: “That is up to you. If you want to leave, you can leave. It is your choice.” I found this response extremely rude, dismissive, and inappropriate, particularly from someone in a supervisory position who is expected to know how to communicate with guests professionally. Even if there was a hotel policy regarding the use of the pool, the situation could have been handled with courtesy, professionalism, and a more appropriate solution. I strongly request that management investigate this incident and take appropriate and firm action regarding the security supervisor’s conduct. I also recommend that staff, particularly security personnel, receive proper training on guest relations, communication, and professional hospitality standards. 5. Poor Experience at the Ground-Floor Restaurant Unfortunately, our experience at the ground-floor restaurant was also disappointing. We had to wait for a long time before a server came to take our order, and after placing the order, we had to wait even longer for the food to arrive. When we asked about the delay, the waitress explained that she was the only person responsible for taking guests’ orders and serving the food. This clearly indicates a staffing or operational issue that negatively affected the quality and speed of service. Overall Experience Overall, this was a very disappointing experience for me and my family. I chose your hotel expecting a comfortable and enjoyable stay, but unfortunately, the experience was affected by several service failures, delays, and, most importantly, the inappropriate manner in which the security supervisor dealt with us. I sincerely hope that management will take this complaint seriously and review the quality of the services provided to guests, particularly the valet service, check-in process, restaurant operations, and staff training. Most importantly, I request that the incident involving the security supervisor be properly investigated and that appropriate disciplinary action be taken if his conduct is found to be in violation of the hotel’s standards of guest service and professionalism. I look forward to receiving your response and understanding what corrective actions will be taken to ensure that similar situations do not happen to other guests in the future.

Very welcoming and friendly staff and the XL Mama Suite was amazing, very chilled and relaxing pool area. Many Thank to Amir, Maria, Rachel

The hotel has beautiful and unique decor, which is definitely its best feature. However, the overall experience was disappointing. Some reception staff were unfriendly, and the check-in process felt unorganized. The King Room was smaller than expected and not very practical, especially when traveling with a child. The breakfast was very disappointing, with limited choices and poor taste. Overall, the decor is the only real highlight. I don’t think I’ll be staying at Mama Shelter Dubai again.

Overall a bit dissatisfied, the hotel does not seem to align with ALL accor standards

Good customer service

I celebrated my 50th bday in this very cozy, aesthetic and with a very fun vibe hotel. Never regrer I chose Mama Shelter and hope to come back very soon.

Only kids club is missing

A vibrant hotel with a beautiful design, the exceptional staff made this already beautiful hotel feel truly pleasant.

My second stay at Mama Shelter Dubai was just as amazing as the first, and I couldn’t wait to come back! The check-in process was smooth, quick, and effortless. The team was incredibly warm, friendly, and welcoming from the moment I arrived, and the same outstanding hospitality continued through check-out.Big shout out to Den! The hotel has such a unique, funky style with amazing vibes that make every stay enjoyable and memorable. It’s a fun, vibrant place with so much character. Breakfast was delicious, with a good variety of options, and the restaurant staff were exceptionally friendly, attentive, and welcoming, making my morning a great experience. Overall, another fantastic stay. Mama Shelter Dubai never disappoints, and I’ll definitely be back again very soon.

This was my fourth stay at the hotel, and unfortunately it will be my last. While most of the staff were friendly and welcoming, I was extremely disappointed by the significant decline in service quality compared to my previous visits. The biggest disappointment was the breakfast. I would rate it 1 out of 10. The selection was very basic and far below what I would expect from a 5-star hotel. Having experienced the breakfast during my previous stays, I was genuinely shocked by the current standard. Had I known about these changes, I would not have booked this hotel again. I also had a very poor experience with the valet parking service. I arrived at the hotel in the morning, and at no point during check-in was I informed that valet parking service stops at 11:00 PM. Later that night, when I returned to the hotel after 12:00 AM, I was surprised to find that there was no valet service available and I had no idea where I was supposed to park my car. When I approached the reception for assistance, the receptionist was unhelpful and came across as rude. Instead of providing a quick explanation, I was told to wait while he finished with another customer. After waiting for around 10 minutes, I was simply told that I could park the car myself and leave the key. This information could have been communicated immediately. A lack of communication from the hotel created a frustrating and unnecessary experience. I do not know the employee's name, but he was the gentleman working at the reception desk at that time. It is disappointing to see such a noticeable decline in standards at a hotel that I had previously recommended to friends, family, and colleagues. Based on this experience, I will not be returning, and I can no longer recommend the hotel to others.

this is my second stay, and it keeps getting worse everytime, the employee count is less, the service is less tailored, the facilities become poorer, and the potential of the space is not utilized. the food has alot to be worked with. "how is there not a omellette bar at breakfast!"

I booked this hotel based on the many positive reviews and recommendations I had seen on social media, so I had high expectations. Unfortunately, my experience was very disappointing. Upon arrival, I had to wait one and a half hours before my room was ready, despite having a confirmed reservation. When I requested room or bathroom cleaning, I was told that my booking was only for one day, which is not a reasonable response to a basic service request. In addition, I ordered ice cream and was ignored twice by a staff member. I also placed an order through the restaurant downstairs and was promised a callback, but no one contacted me and my request was completely ignored. The repeated lack of attention and poor service left me extremely frustrated and disappointed. This experience did not match the reputation and positive image that led me to choose this hotel in the first place. I hope the management takes these issues seriously and works to improve the quality of service for future guests.

Our stay at Mama Shelter Dubai was absolutely amazing! From check-in to check-out, everything exceeded our expectations. A special shout-out to Dilshan and Amr, who truly went above and beyond to make our stay even more enjoyable. Their kindness, professionalism, and willingness to help made a huge difference during our visit. We also had a small maternity photoshoot during our stay. Although we were initially stopped by an F&B staff member who informed us that it wasn't allowed, Dilshan stepped in and assisted us after confirming that we had already received approval from the reservations team via email. Thanks to his help, our special moment was able to happen smoothly, and we are very grateful for that. The pool area was fantastic, the food was delicious, and the overall atmosphere of the hotel was vibrant and welcoming. Everything about our experience was wonderful. We highly recommend Mama Shelter Dubai for families, couples, and anyone looking for a fun and memorable stay in Dubai. We look forward to coming back!

Thank you nice experience & wonderful team

The staff was helpful, but the amenities and the place looked really rundown. The kids' pool was closed for maintenance over the whole weekend. Not that many activities for kids