Jumeirah Zabeel Saray

I am a UAE Resident, this was our 2 night staycation. The staff is very courteous, they look after you very well. It is lovery getaway from the busy Dubai life. Rakesh at the reception was very helpful. He took very good care of us. He was very gentle and kind. He made your staycation at the hotel very memorable. And the breakfast spread is very good. Liked it a lot. Read less

Review account of events from 1:30am 10th of April at the Zabeel Saray Hotel My wife arranged for her, myself and our 6 year old daughter to stay at the Zabeel Saray Hotel on Palm Jumeirah for my birthday. Check in was on Friday 9th April 2021 with a scheduled checkout on 10th April 2021. For the morning of the 10th, a spa treatment was arranged for 11:15am. We checked into the hotel at around 3pm. The day went well and my elder 2 kids joined us in the evening for dinner at the Rib Room in Zabeel Saray. After dinner, we all went to the room. The kids waited until after 12 to wish me a happy birthday and then left around 1am. My wife, myself and my daughter decided to go to bed as we had to wake up for breakfast and then go to the Spa. The bed quilt had some rose petals on it. My wife got in bed along with my daughter. I decided to shake the petals off the quilt and as I raised the quilt, I noticed something in the middle of the bed in the dim light. My wife and daughter both got out of bed and with more light realised that there was a bandage stuck to the middle of the bedsheet. Now looking at the rest of the bed, there were some red markings on the sheet under the pillow and on the quilt. This led me to call the night Duty Manager, Irfan, to come to the room immediately. He came by about 1:20am with the housekeeping supervisor, Kalandar, and 1 housekeeping staff, Laxman. I asked Laxman how the housekeeping staff come in and clean the rooms and change the linen. He explained and stated that the linen in this room could not have been changed. This was then confirmed as the only possibility by Kalandar and Irfan. I then asked the crucial question of whether the room was actually sanitised as per the current health and safety regulations and it was logically possible that the sanitisation may not have happened and there was no assure it did. My wife and I decided to checkout at this point but Irfan suggested that we should stay and he will move us to an alternative room. I then asked him to give me a written statement of the early morning account. He went down. He came back stating he cannot give a written statement. I made a video of the bed and the paster on it and with Irfan’s permission got a statement on video from him and Kalandar reconfirming that the Linen had not been changed. Irfan then led us at 1:50am to a room on the 6th floor stating it was a 1 bed suite. I told him, all we wanted to do was sleep and enjoy my birthday but that seemed compromised now as going to sleep with a mind that was racing at this point was not going to be easy, hence our breakfast would be compromised along with the spa treatment. I told him that this experience was now questionable so would need to speak to him and other senior staff in the morning. We decided to meet for 10am in the lobby reception area. At 10am I was at the Lobby. I requested for Irfan to join and was told he had left as his duty ended at 8am. She called the current duty manager Harshad to join me. He came and were further joined by the daytime Housekeeping Manager, Mukhti, and Head of Housekeeping Nizar. We sat down in the lobby. Nizar sat to my left and then Harshad and Mukhti opposite me. What follows is crucial and important as this represents the Zabeel Saray Hotel and their Management. The first words out of Nizar’s mouth were with contempt and to my disbelief saying “Mr Kashif, so you had a good sleep and enjoyed the new room”. Stunned, I asked his to repeat what he said this time looking him in the eyes. He did not. I asked him what he meant? He said “tell me, what happened”. I told him that he should have had a full account of what happened with a report from the night staff. He said he did. So I said then explain what you mean by me having a good night sleep when your bedsheets were tainted. He then went on to say the following: “we have checked the security cameras and spoken to the staff that went into the room to clean it and they have confirmed that the sheets were changed. We have a recording. We have done our job and didn’t leave a room with linen that wasn’t changed”. To my disbelief again, I looked at him straight in the eyes and said, “are you implying that my wife and I planted the dirty plaster and the red stains at 1am so that we can somehow benefit from you moving us to another room which happened to be a suite and that was what we did??? Are you joking???”. He looked at me with that contempt in his eyes, smirking behind his mask affirming that is exactly what he is suggesting. This made me very angry and I told him I will not be listeneing to any more of this stupidity and that he needs to get out of my sight and leave my presence. I repeated myself again and he gets up and says I called him stupid and that he will have security come and remove me and my wife and daughter from the Hotel. Well, more stunned. I was almost speechless. I raised my voice and told him to get out of my sight and vicinity and to send security. He finally left. Leaving Harshad and Mukhti with me. We were then joined by hotel Operations Manager Nazeer Ahmed who gave me his card and said how can I help you. The first thing I said to him was to call Hotel Security and have my and my wife and daughter removed from the Hotel. He looked at Harshad for some explanation. I told him that the joker who was sitting here earlier had made me very angry and his stupidity (Meaning: behaviour that shows a lack of good sense or judgement) was unacceptable. Nazeer said that I should refrain from calling his colleague a joker and stupid. I chuckled in my anger and looked at him and said that a man who sat here and joked about the events of our early morning experience that could put our health at risk is not a joking matter. He didn’t like that way I was talking and decided to leave and so he did, again leaving me with Harshad and now Mukhti had to take a call. About 15 minutes later, Nazeer re-joined us this time with a more apologetic attitude. I asked him what happened in the last 15 minutes and told him that the Nazeer who sat with me earlier was arrogant and the Nazeer who is sitting with me now is a completely different person. My wife and I are regulars at this hotel for stays and the use of the Talise Spa along with stays at other Jumeirah group hotels. Had he checked some history? I do not know but there was evident change in who he was. He asked me what he could do to make things right. I said what the joker did was not acceptable. He said can we please not call him a joker and I said no. I am sorry. He has me furious and I am still waiting for hotel security to come and escort my family and I out. Nazeer said please let him speak. So I did. He spoke. He said he wanted to fix this and will take care of the bill. At this point my wife called, it was 11am, and asked me what was going on. I told her about the threat of hotel security removing us and the implication that we planted the plaster as the hotel is covering themselves for any legal negative possibility or the possibility of the Ministry of Health closing them down. I said we should just leave and get some breakfast from outside. She agreed and then Nazeer was saying please stay and enjoy the rest of the day. I put my wife on loudspeaker for Nazeer to hear her view. I said to Nazeer, “your hotel staff and you have completely shatter my birthday and the experience one negative experience that is now and forever attached to my birthday. Nothing you say or do will make things better”. He said “well I am zeroing the bill and you have my card. Please call me directly when you want to come again and I will arrange for a good rate and an upgrade to a suite”. I looked at him and laughed. I said “please, do not zero the bill as we are not here for charity from the hotel and we will be paying our dues” and as I was saying this he was talking. My wife was on her way down. I told him we will be leaving and then my wife came to where we were sitting. Nazeer started apologising on behalf of the Joker Nazir and said again that he was zeroing the bill. My wife said what I said that we don’t need charity from the hotel and zeroing the bill was not an option. I just needed to get my cash Security Deposit of AED 500. I did. He said he zeroed the bill. At this point we, as a family, continued walking out as our car had arrived and Nazeer followed behind now apologising with what I could see was sincerity but it was way too late for that. We got in the car and left. On the 12th of April at 7:42pm I received a message on my WhatsApp from Mr Nazeer stating “Goodevening sir. This is Nazeer from Zabeel Saray Hotel. Pls find the attached refund copy for room charges for your reference. Once again sincerely apologise for the inconveniences and look forward to welcome you back soon. Thks Nazeer”. I have videoed evidence of the linen and confirmation from the night staff stating the sheets were not changed. Nizar, who I call the Joker, said he was recording my conversation where when I asked him to get out of my sight, I called him stupid. I asked Nazeer to listen to his recording and get context. If I did call him stupid, here is the meaning of Stupid: ‘having or showing a great lack of intelligence or common sense’. He lacked common sense when he was too busy accusing my wife and I of planting a plaster on the bed. Shame on him and the Hotel. Read less

Would not recommend . The service was extremely bad and racist and I encountered a lot of rude staff given I was black cause they treated other tenants different. Was stopped a number of times and questioned . It was not a pleasant experience at all and I really could not be paid to stay there again . I loved the palm . Very nice and very calm but the racism kind of overshadows a lot . I would recommend the palm . So amazing and great . I loved staying there but the hotel is an absolute No from me Read less