Burj Al Arab Jumeirah

Save your money and stay somewhere else. The Burj Al Arab today is NOT the same Burj Al Arab that was synonymous our 7 star level service. Poor communication prior to our arrival - non responsive to email requests about transportation Amenities- Hermès Perfume and cologne. Bath salt — asked since Tuesday EButler is slow to respond, sometimes unhelpful, and it’s very impersonal. I asked for help booking a helicopter tour and they simply sent me a link to book it on my own Pool service was slow — took a long time to find a seat — once we found a seat, I had to walk around and find someone to give us towels, It took 30 minutes for the shisha to arrive, and when we asked for the bill, it took such a long time that my wife and I left. Late checkout — denied after attempting to contact eButler twice Read less

The services provided at the concierge are amazing. I called from NYC to make a very special birthday celebration - Mohammed Refaat, one of the concierge’s did a fantastic job organizing dinner, and decorating the room with flowers, balloons and a cake. He made sure everything was provided as needed to the highest level and made me believe I was the most important person to him. He did everything in his power to make the birthday celebration memorable. Great service. Read less

They say 'never meet your idols' because they often dont live upto expectations and thats how I feel about my recent stay at the iconic Burj Al Arab. My wife and I had stayed at this hotel once before and it was everything we expected - 12 years later we cannot say the same. This time we travelled with my eldest son and his girlfriend and 1 year old son plus our youngest son (11) and I fully expected to give them all a great and memorable experience in one of - if not THE most iconic hotels of the world and not withstanding the fact that the hotel had recently re-opened because of Covid - it was just one problem and one dissapointment after another. We were slightly suprised on arrival to our room that it was virtually, if not completely identical to when we were there 12 years ago and although the rooms and contents are of a high quality evrthing was undoubtedly looking tired and several things needed to be fixed or repaired or at least tidied up. Our TVs didnt work and had to be fixed - one was sorted same day but the one in the bedroom tok 3 days and it still didnt work correctly. We had a really anoying leaking tap that took another 3 days to fix and several more irritating issues as well. We had issues with the cleaners who would turn up to clean our room 'after' we had returned from being out by the pool all day - when we tackled them, they turned up before we had even got up!! The concierge offered to book us some restaurants - firstly they took our requests and didnt let us know if they were confirmed or not then they booked for the wrong number of people - leading to a couple of embarrasing situations one of which led to us all being sat on a specially made up table right next to the toilets and in the worst possible area (but at least they managed to fit us all in after being told that there were only 4 of us not 6!) My wife had another really embarrasing episode when trying to access Wild Wadi via the JBH entrance and being told that she wasnt a resident of the Burj (they had no record on the system) and as such couldnt get free access - instead being asked for a credit card or cash to pay - and while she stood in her bikini (obviously without cards or cash) the queue behind her grew until she was asked to stand aside - may not sound like much but she was really embarassed - the same thing happend when trying to charge watersports to the room on JBH beach. The list of problems goes on and I can tell you that we didnt have a single day without multiple problems that originated from the hotel. I was hoping that when we checked out I would get the opportunity to sum up my feelings regards the stay to a member of managment but was not even asked how my our stay was - they just took the cash- and you can imagine that it wasnt exactly cheap. Then we found our return journey via hotel transport was booked too late and had to change it - youve guessed it....they couldnt change it and we were left to find our own way to the airport in taxis at a more appropriate time but at least we were gone! You may think the story is over at this point and no firther damage could be done..but no.......on arrival the hotel reserves funds against your card - ours was deemed to be just over £20k GBP and when you depart they charge you the exact amount and adjust it against what has been reserved (or something like that) I found when I looked at my banking after returning home that not only had they charge me nearly £20k on departure the £20k was still reserved I had no access to that cash until it was eventually released after several emails and over a week after we got back - fortunately it didnt effect me but some families could have been badly effected by that appalling lack of care. I was sent a survey about a week after we returned and filled it out in detail and let Jumeirah know that I would like to see some sort of response from them but.....your in front of me now - NOTHING. Jumeirah...you will lose your exhaulted position if you are not very careful. If anyone would care to call me I'd be happy to discuss but I doubt I'll hear from you and as such a good and regular customer to Jumeirah hotels will be lost (look at my record Ive stayed with you 20+ times) and this is how that is rewarded!! Read less