Rated 3 out of 5 by Samah Disappointing check in experience
We had a bad check in experience as we arrived at 4:00p.m assuming the 3 rooms we booked are ready. check in took around 45 minutes and they were able to give us one room only. we were 6 adults, 1 child and 2 babies. we sat for an hour and a half in one room until the other 2 rooms were ready.
in general, it's a quite nice hotel. being connected to the mall is an advantage.
December 2, 2013
Rated 3 out of 5 by Husam Deterioration of service
Having stayed at the Sheraton more than 6 times this year alone and an equal number of times last year, latest was this week, I am really disappointed with the deterioration of the service and attentiveness to the needs of the guest. Examples include:-
(1) in-room dining, no one answers when you call
(2) concierge - no response, had to bring the luggage down myself
(3) management check list does not include making sure everything is in working order, sink was blocked, had to call in the plumber immediately after check-in.
(4) club level resurant , level 22, breakfast is like a souk, poor service, disappointing food choice, only two waiters assigned to guests, most of the time you need to chase them/repeat your order- poor waiters were so busy, could not cope. table was set but no cutlery, etc, etc- more like a boarding school canteen then a special place for your club room /executive guests. All in all, it appears that you have very friendly and hardworking staff, however your management and staff are in need of major re-skilling when it comes to meeting the needs of the guest in a timeliness manner.
November 17, 2013
Rated 4 out of 5 by AbuSalem Thank you
Very tidy hotel, and nice view.
December 1, 2013
Rated 5 out of 5 by Abu64 This hotel is surely good.
This was my first time and I and an excellent experience. The staff that attended to me on arrival (Philip) made an excellent impression and that lasted throughout.
November 28, 2013
Rated 3 out of 5 by Juliebabes What's happened?
Wonderful check in, fantastic room, excellent Club Room facilities BUT we could no longer have breakfast in the restaurant situated on level 5 , we had to use the Club room Lounge. My goodness me, what a nightmare that was, there were no clean tables, there were no FREE tables, the tables were not set, the staff could not cope with the influx of customers, food was constantly running out, or just not available, it was an embarrassment. When we went to use the pool area there was not one free sunbed , and no other area to use. All we wanted was a weekend in a Club room with a couple of hours of sun! and those expectations were not fulfilled. The hotel needs to sort the breakfast situation out at its earliest convenience.
November 6, 2013
Rated 5 out of 5 by ADRI01 Great hotel!!!!!!
Great hotel! New, stylish, comfortable! All very worthy, at a good level. Very good location and direct access to a large shopping center and metro.Very friendly personal.Would recommend!
November 26, 2013
Rated 5 out of 5 by Sarah07 Wonderful hotel with great staff and amazing views!
The Sheraton Dubai Mall of the Emirates and it's employees provided a truly well rounded incredible experience from start to finish providing top of the line service for my first trip to Duabi from the US. We were warmly greeted by multiple staff promptly by the bellmen as the taxi arrived from the airport and they immediately took care of our luggage as we proceeded to the check in counter. The Desk agent was very inviting, enthusiastic and through with our check in process and going over the different features of the hotel, our room, our SPG accounts as well as my travel companion's room request. The lobby was very contemporary and warm with ample amount of areas to be able to just lounge while using the free Wi-Fi to guests which was crucial during our travels. We were even served a small complimentary refreshing lemon and mint juice while we caught up on our e-mails which was very refreshing after a 13 hour flight! It was a great touch! The rooms were spacious and VERY clean. We were located on the 18th floor with incredible views of the Burj Khalifa to the left and the Al Arab and Beach straight ahead. It was incedible views that evening when we arrived back to the hotel from dinner and could see firworks from our room with the Al Arab all lite up and fireworks going off above it. The bed was very comfortable and the shower was incredible. Zakihr the housekeeper did a gerat job cleaning our room during our 5 night stay and even asked us if we needed anything further one time walking back to our room. Very quiet hotel made it great to sleep in. The front desk and concierge staff was always very inviting and eager to accomodate ones needs and requests from arrival to even check out where they gladly held our bags while we explored the rest of the day prior to departing for a late night flight back to the US. Great location connected to the mall to be able to grab coffee in the morning or a bite to eat and very safe with a guard and seperate elevators to the guest rooms. Walking distance through the mall to the metro made getting anywhere in the city very accessable. My husband and I also had an awesome expereince on the 5th floor ourdoor lounge at night sitting on the rooftop with the beautiful backdrop of the city and enjoying a bottle of wine and kaboobs were delicious. They gave us a great recommendation on an alternative bottle of wine since our first choice had run out. As a Westin employee myself I can safely say that our stay was 5 stars from start to finish! The Sheraton really helped to make my first trip to Dubai a true trip of a lifetime!
November 27, 2013
Rated 3 out of 5 by Ronen The hotel facilities are good but the services are not
The hotel services (especially staff members are not good) however the hotel facilities and comfort are good
November 25, 2013