Address Dubai Mall

We had an exceptional stay while celebrating our second anniversary. The team prepared such a lovely surprise for us with sweets, balloons, and a cute little pillow that said “Happy Anniversary.” What impressed me most was their attention to the smallest details. I had requested a crib for my baby, and they even provided mini shampoo and soap especially for him. Such thoughtful touches made our stay feel extra special. The service and hospitality were wonderful, and we truly felt well taken care of.

Nothing — everything was wonderful and exceeded our expectations.

Great location. Check-in was very smooth, and the Egyptian receptionist was extremely helpful and professional.

Terrible experience on our final day. Unannounced maintenance noise right next to our room from 9:00 AM to 12:00 PM kept us from sleeping before an 8-hour travel journey. Very disappointing end to our stay.

Everything. It’s beautiful out

Location and room

I am want to express my disappointment regarding my recent stay, which was booked from 29 July to 1 August at Address Dubai Mall. Before my arrival, I had contacted your team to arrange a birthday surprise for my sister, and I truly appreciated your confirmation that everything would be prepared. However, upon arriving at the hotel, I was unexpectedly informed that the hotel was closed and that all guests had been relocated to Address Downtown. What disappointed me the most was that I was never informed of this in advance. Receiving a phone call or email before my arrival would have saved us unnecessary stress and confusion, especially considering that my sister and I were traveling for medical treatment. Instead of making our trip easier, the situation added even more exhaustion. While I would like to acknowledge that the staff at Address Downtown were polite and the hotel itself was lovely, the birthday arrangement that had been confirmed was not prepared in our room upon arrival. I had to call the front desk to ask about it, and only then did the staff come to decorate the room—right in front of my sister. Unfortunately, this completely ruined the surprise I had carefully planned. To make matters worse, I had clearly requested that the arrangement be for my sister’s birthday, yet the greeting card was addressed to me instead of her. This showed a lack of attention to the details that had already been communicated and confirmed before our arrival. This stay was meant to be a special celebration during a difficult trip for medical reasons. Sadly, the poor communication, the unexpected relocation without prior notice, and the mishandling of the birthday arrangement left us feeling disappointed and let down. I have always associated Address Hotels with exceptional hospitality and attention to detail, which is why this experience was particularly upsetting. I hope you will review what happened and consider an appropriate response to this complaint.