Peterson R. D. S., Jul 16, 2026

Dear Swissôtel Al Murooj Dubai Team, Before our stay, I proactively emailed the hotel outlining our family’s needs and informing you of my ALL Gold status. I received a reply from the Duty Manager confirming that our room had been prepared and that the team was looking forward to welcoming us. We chose Swissôtel Al Murooj for a family staycation because of the reputation of the Swissôtel brand and our positive experiences with Accor properties. As a family travelling with a baby and a three-year-old, we were looking for a relaxing five-star experience with premium service and attention to detail. We also intentionally chose to support local tourism during the quieter summer season. Unfortunately, our experience fell far short of those expectations. Upon arrival, the bellman asked us to sit and wait until we were called. We waited for more than 30 minutes. During that time I approached the reception desk to ask about the delay, but was simply told to continue waiting without any explanation or estimated waiting time. There were only two reception desks operating, and although there was signage indicating priority service for ALL members, it appeared to be purely decorative, as no priority was actually provided. During check-in, I clearly explained that I wished to redeem my ALL Reward points at checkout. I specifically asked whether only a pre-authorisation could be placed on my credit card so that I could use my Reward points for both the room and any eligible hotel charges. A transaction was processed on my card, and we proceeded to the room. When we arrived, neither room key worked. After several attempts, the bellman managed to unlock the door manually and returned a few minutes later with a replacement key. However, despite the written confirmation from management before our arrival, the room had not been prepared. There was neither the extra bed nor the baby cot that had been confirmed in advance. I even called reception to confirm that we had been assigned the correct room. Once again, I was simply asked to wait. After approximately 40 more minutes, nothing had happened. More than an hour after arriving at the hotel, our children still had nowhere to sleep. I eventually had to return to reception in person before the request was finally fulfilled. These repeated delays completely undermined what should have been a relaxing family stay. At check-in we also received a leaflet listing the opening hours of the hotel’s facilities. I was surprised to learn that the pool bar closes at 6:00 pm, despite it still being daylight and extremely hot during Dubai’s summer. Even more surprising, there was not even complimentary drinking water available around the pool area. Many other Accor properties at least provide drinking water in such conditions as a basic guest comfort. Breakfast was enjoyable and offered a good selection with a strong regional influence. It was one of the few aspects of the stay that met our expectations. Unfortunately, the checkout experience was equally disappointing. When I requested to redeem my ALL Reward points, I was informed that the accommodation had already been charged to my card, meaning that my request during check-in had simply not been followed. I then asked for the payment to be reversed so a new transaction could be processed using my Reward points. This resulted in yet another delay. Afterwards, there was complete silence from the receptionist. She simply stopped communicating. I had to ask whether everything had been completed and effectively conclude the interaction myself. There was no apology for the inconvenience, no thank you for staying with Swissôtel, no recognition of my loyalty, and no farewell. What disappointed me most was not any single mistake, but the accumulation of operational failures combined with a complete lack of proactive communication or service recovery. Throughout the stay, it felt as though even the simplest requests were being treated as inconveniences rather than as normal expectations at a five-star hotel. More importantly, there was no sense of hospitality, no recognition of guest loyalty, and no effort to turn a poor experience into a positive one. As an ALL Gold member who has stayed in many Accor properties, I expected a significantly higher standard from the Swissôtel brand. Instead of leaving relaxed after our family staycation, we left disappointed, feeling that almost every step of our stay required unnecessary follow-up and repeated requests. I sincerely hope this feedback is taken as constructive, because the property has great potential, but the guest experience currently falls well below what one should reasonably expect from a five-star Swissôtel.

Pui Y. T. P., Jul 16, 2026

Very good. Will come again.

Adiaratou S., Jul 15, 2026

My experience at the hotel was amazing and the breakfast excellent. The staff is very professional and nice. However the night manager or the male staff who was the hotel the last 3 nights I was there seemed a little overwhelmed and was unintentionally transferring his stress on me. Apart from that, great place to stay. The room was very comfortable with a nice view on Dubai mall.

Andhika A., Jul 13, 2026

Big rooms, great location, near burj khalifa with strategic utilities

Said S., Jul 11, 2026

Execelent