Mixed Reviews Highlighting Excellent Service at Anantara The Palm Dubai Resort
Comprehensive Customer Feedback Analysis for Anantara The Palm Dubai Resort

Mixed Reviews Highlighting Excellent Service at Anantara The Palm Dubai Resort

East Crescent, Palm - Dubai - United Arab Emirates

Anantara The Palm Dubai Resort received mixed reviews, with mentions of excellent service from staff members like Sarani, Jane, May, and Krishna. Positive feedback highlighted the beautiful ambience, great food, and attentive service. However, there were complaints about lost luggage, subpar buggy service, and disappointing dining experiences. Overall, guests appreciated the luxurious facilities, special mentions to Mustafa, Ajith, Thwe, and the Anantara app. Suggestions for improvement were noted, including better handling of situations like lost luggage during storms.

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Featured Content
  • We attended Anantara for a corporate event and were very happy with overall service. The food and service at the restaurant was great, especially from Sarani, Jane, May, and Krishna.

    Sentiment
    • Positive
    Content
    • Corporate Event Experience
  • Fantastic stay. Aside from the buildings and amazing facilities it's the staff and their genuine approach that makes it special. A unique hotel ficused on nature, that works for everyone, singles couples, families of all ages. Special thanks to Mustafa, Ajith, Sarani and Thwe. The Anantara app is useful thank you Lolly for your responsiveness. Really enjoyed the desert safari thanks to Wael and Hatim our driver made it a special evening. The Spa was excellent thank you Cindrella for organising our special treats. The beach is very special. Our final day at breakfast ended with a sparkling cake. Keep up the good work. 5 stars all the way and hope my suggestions have been taken on board going forward. Great that management are open to listening. Hope to see you soon.Safety: Feels and is very safe

    Sentiment
    • Positive
    Content
    • Service Excellence
  • Excellent experience with a family (with children). A lot to do.Jokhongir and Ahmed Janet were very kind and helpfulRooms: Nice and comfortable room (really like the blanket and pillows

    Sentiment
    • Positive
    Content
    • Family-Friendly Experience
  • Amazing quality service from Nethmi and Mazzali, jokhongir, janet and ahmed for breakfast service at the crescendo.

    Sentiment
    • Positive
    Content
    • Dining Experience
  • How Anantara Lost Our Luggage During the Great Dubai Storm: Our Worst Stay in a Supposed 5-Star Hotel on the Palm, and We Were Never Compensated.We booked a one-night stay in one of their premier rooms at a premium price, encouraged by the many positive reviews. However, our experience fell short right from the start. Upon check-in, we were poorly seated in the lounge, and even when a staff member was already free, we waited before anyone noticed and attended to us—a first sign of subpar service, which we initially overlooked.A key service at Anantara is their buggy transport, which is essential given the hotel’s size. However, after we settled in, we chose to walk around and explore the restaurant options. BIG MISTAKE. On our way, we almost got run over by a rushing buggy, and the driver never even apologized; he just shouted at us to get out of the way.Our first meal at the hotel’s REVO Cafe was a letdown. We were pretty hangry at this point, considering the long drive to the palm area, plus the extra waiting time during check-in and for the buggy incident. The meals are definitely jacked up in prices because it's an expensive area and hotel, so we expected good service since it was the only place to eat. However, the food took ages to arrive, and to top it off, the wagyu steak was overcooked. It was the third disappointment of our visit.It was forecasted to rain that night, yet nobody in the hotel informed any of the guests about the intensity of the oncoming rain, which seems like a precaution a 5-star hotel should take for the safety of its guests.EVERYONE was scrambling to get home during the storm. The hotel was poorly staffed, with only ONE PERSON stationed to entertain the departing guests and book taxis for them. They exclusively used Careem, without any private car services exclusive to the hotel. Yes, a 5-star hotel in Dubai resorted to using Careem for taxis during the storm—what a joke!We requested our luggage as we have booked a taxi by ourselves and to our horror the staff seemed frantic, we never saw how it all happened but one of the staff or drivers took our luggage by mistake and put it in another guest’s van. They saw this in the CCTV and informed us. WE HAD TO CANCEL THE TAXI THAT WE PAID FOR, WHICH TOOK US AN HOUR OR MORE TO BOOK because THEY RECENTLY INFORMED US THAT THEY ARE LIABLE FOR LOSING OUR VALUABLE POSSESSIONS WHICH WE ENTRUSTED TO THEIR CARE. They tried to reassure us that the bag would return within an hour as they reached out to the driver, but we both knew it was unlikely. The storm was raging now, roads were blocked, and our luggage was stuck in the flood due to their careless understaffing during the storm's peak.We waited for one hour, then two. The storm worsened, and at that point, we were stuck in the hotel with no luggage and no room, as we had already checked out. Exhausted and without the energy to argue, we were fed empty promises about our luggage retrieval and had no choice but to book another night in this overly expensive hotel with no view but a raging storm outside. All the hotel did was offer relentless smiles without any compensation for the forced extra stay.They apologized perfunctorily, but the financial loss and inconvenience were a nightmare I wouldn’t wish on anyone. They did not return our luggage until the next day, offering nothing but a ride home. They did not extend our checkout time or upgrade our stay the next day. We lost precious time and money. I would not recommend this hotel to anyone, as they seem to care only about incoming reservations. They even raised the prices during the storm, and their staff had no way of getting home. Shameful.We really just wish to be compensated for our unnecessary stay that we were forced to make. I honestly would not recommend Anantara to anyone.Edit: Added pictures

    Sentiment
    • Negative
    Content
    • Lost Luggage Incident
  • Had an amazing BBQ on the beach. So much choice in food, it was hard to pick! Subhash did a great job serving me, very attentive. Solomon was really nice and we had a lovely chat. Thanks to you both for making my evening so pleasant!

    Sentiment
    • Positive
    Content
    • Beach House Experience
  • See All Reviews
Sentiment Analysis (of 30 reviews)
86 Net Promoter
Score
Popular Topics (of 30 reviews)
Languages (of 30 reviews)
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