The St. Regis Downtown Dubai

Location

housekeeping service

It's was amazing night and piece full with any annoying, the staff really lovely, collaborative and helpful. Also they helped us to get the best room for our hanymoon with beautiful modifications.

Every thing was amazing.

It’s was amazing night and piece full with any annoying, the staff really lovely , collaborative and helpful. Also they helped us to get the best room for our hanymoon with beautiful modifications

Everything is amazing

The hotel is beautiful, the rooms are comfortable, and the location is excellent. We also enjoyed the overall atmosphere of the property.

Unfortunately, the way a missing personal belonging was handled completely changed our impression of the hotel. During our four-night stay, our young daughter’s new Disney Bambi backpack disappeared from our car. It had been left inside the vehicle together with three other shopping bags before the car was handed to the hotel valet. The other bags remained in the car, but the backpack was no longer there. To be clear, we are not accusing any employee, as we have no evidence of what happened. Our disappointment is with how the situation was handled. When we reported it, the initial response was defensive, with a staff member immediately telling us that his team “would not do such a thing,” although we had not accused anyone. My husband requested to speak with a senior Arabic-speaking manager, and we were promised that someone would contact us the following morning. No one did. We eventually had to raise the matter ourselves again at check-out. The hotel manager told us CCTV had been reviewed and nothing was seen. We understand that CCTV may not provide a conclusive answer, but we were extremely disappointed by the lack of follow-up, empathy and ownership. Ironically, while we were still staying at the hotel and waiting for the promised management follow-up, we received an email from the Assistant Front Office Manager emphasizing the hotel’s aim for a “recommended score” of 9 or above and asking guests whose experience was 8 or below to speak with the team before departure. We had already done exactly that, yet nobody followed up. The backpack itself was not expensive. It was the principle, the fact that it belonged to our daughter, and the way our concern was handled. For a hotel carrying the St. Regis name, we expected a much higher standard of guest care.