Sofitel Dubai The Palm 5 stars

Disappointing experience at the Sofitel the palm over the long weekend. Sea view room promised, but we end up getting a blocked view. We asked for a paid upgrade to higher category which was supposed to be done next day afternoon but the hotel team called in the evening to shift our rooms. Paid a deposit of 1000 while checking in, but the restaurant where we dined mentioned that the limit was already utilized, was an embarrassing situation as we didn't carry our cards to the restaurant. Had to walk up to the reception to resolve which they mentioned was a system glitch. Overall a very casual attitude from the teams at the reception and restaurants. No serious thought for customer experience. Surely not staying again.

Incredible stay for our anniversary! Huge thanks to the people at Guest Relations — they organized cake, flowers, and strawberries and had it all set up perfectly. The room was spotless with Palm views, the beach is beautiful, and the staff genuinely care, especially Rio, who assisted us from the reception to our room and gave us a quick tour of our room. The French-Polynesian vibe is unique for Dubai. Will be back. Highly recommend for special occasions.

After staying at this hotel three times for the past 4 months because it was convenient for our children due to the nursery facilities, this visit on June 14th was honestly the worst experience we’ve had. 1. I repeatedly requested that the sofa bed be prepared before our arrival because my twin toddlers usually need to nap immediately. When we arrived, it had still not been opened. 2. I asked for a ground floor room so we could access the room through the balcony without needing to use the elevator. I was assured this would be suitable. Instead, we were given room 9007, which was extremely unsafe for 1.5 year old children who are still learning to walk. It was definitely not child-friendly. 3. The room was located right next to the elevator. Guests constantly passed by talking loudly, and it felt as though they were inside our apartment. As a result, my children were unable to sleep properly all night. 4. I also emphasized that the room needed to be exceptionally clean because my children crawl on the floor. Unfortunately, we found a cockroach in the bathroom, which raised serious concerns about hygiene standards. 5. The shower gel dispenser was empty, forcing us to use shampoo instead. 6. I informed the hotel in advance that I have 1.5 years children and requested bottled water to be available in the room. I was told there would be filtered water, yet there was no water available at all when we arrived. Overall, this was by far the worst experience we have had at this hotel. What was most disappointing was that when I raised all these issues with the receptionist during checkout, the only response I received was, “I’m very sorry, did you mention it to us?’’ I am doing it now. I genuinely do not understand how management expects to improve occupancy and guest satisfaction with this level of service and attention to detail. I am surprised that your Valet parking team are more friendly and helpful than your team

Our stay last 12th June at Sofitel the Palm has the most memorable experience for me and my family. It's been a busy week and there are a LOT! of guests. However, this Sofitel has the best customer experience you'll get. I would like to thank Luc Lawende and Dawn for the exceptional hospitality. First of the safety, I saw a kid spilled their water on the ground, not more than 1 min immediately a staff came and cleaned it up. If i still had my kids that young i will never be afraid to let them be free. As i know the hotel takes care of their guests. By the beach and the pool, despite so many guest swimming the staff are there ready if anything happens. always greeting you and keeping an eye out. Second, cleanliness. The rooms are amazingly clean. so comfortable that the linens are just there to hug you despite you wanting to go outside and have fun. Despite the scorching sun, the ac on our unit never disappoints. I've notified the front desk because i know the heat in UAE is totally different, and they do comply perfectly. We never had any issues not with the AC. What i like about Sofitel the Palm is that they listen to their guest. Very rare you'll get something like that nowadays. The towels they provide within the poolside and beach is clean and always available. Third, facilities. We stayed in a two bedroom apartment and it is Amazing. The rooms are so spacious. The view is overlooking the whole island. If you'll ever be in here i recommend to book the top floor. And become a member of ACCOR. It has a lot of perks. The sound of the whole facility are the sound of birds. This is why i always come back. just reading your book and sitting in the patio is enough for me. There are water dispenser's everywhere, and this time its cooled. You'll see dispensers well maintained and cups available all the time. The shower facility is always amazing and kept well. It's very hot, other hotels might have very hot water coming out of it but here its not the case. The pool is clean, its clear. The sandy beach is maintained well. There are no marine algae and huge rocks that will sting your foot. Fourth, hospitality. Kudos to Luc and he's team. The staff are so friendly and accommodating. They made your stay very comfortable. They even made a small birthday surprise for my daughter. Small balloons and small cake and huge rooms made a big impact on our stay. You made me the dad of the year!