Grand Hyatt Dubai

After staying at the GH numerous times before, we had no hesitation in booking for a business/pleasure stay. The first problem occurred when my husband contacted the hotel to be told no club rooms were available. He looked on booking.com and of course there were so he re phoned the hotel and booked a room for three people ( my daughter was joining us for two days). The check in process or rather should I say finding a room that actually fitted three people took ( and I kid you not) THREE hours! After a long journey I just wanted to relax by the pool but this was not to be. After staying in numerous different rooms before I was perplexed as to why we were shown to a room with a bed and no bed for my daughter. So started a process of me going back to reception to try and sort it out. The rooms we were shown simply wouldn’t FIT an extra bed!!! In the end I spoke to three different managers as I was getting so utterly frustrated. My husband had disappeared to the office , I had the beginnings of a migraine, sure you get the picture. Eventually we ended up in a room suitable ( after some furniture was removed to make way for the bed). This was a twin bedded room. I asked for the beds to be joined together but the receptionist at the club lounge ( I was told she was relatively new , her name began with a D) said it was impossible. She was unhelpful, supercilious and somewhat arrogant. Needless to say housekeeping were able to do it. My inclination was to move hotels and I asked her to help me find somewhere, didn’t happen so with my migraine worsening, I just lay on the bed. The following few days my husband was working so my daughter and I had a few more issues. Nothing earth shattering but all enough to be irritating and cumulatively annoying. I was on my way to the pool ( in my robe) when I stopped at the lounge for some tea. Earlier in the day a male guest was having a coffee in the same attire and I’ve certainly done this before ( though not at meal times obviously. An assistant rushed out to tell me I wasn’t allowed in as I was inappropriately dressed. I asked her had they changed their policy in the few hours since that morning but she was in a flap and tried to usher me out. They were a few guests witnessing this ( later a young male guest approached me and asked what had been the problem). To say it was hugely embarrassing and humiliating is an understatement. I walked away only to be followed by another waiter who said it was a mistake and I could have my tea!!! I haven’t a clue what the correct policy is tbh as there is certainly no list of rules by the door. The next day my key card didn’t work, went to the lounge reception where I was told it was because I was leaving that day! Um no, had another two days left ( my daughter had left so maybe they couldn’t cope with such a complex problem). He then printed out a new check in sheet which he asked me to sign!! So in the space of 24 hrs I’d had two new experiences, being told to leave a room and signing in twice! The pool area wasn’t as relaxing as it should be. There is more than enough provision for children ( a toddler pool and children’s pool) but the designated facilities I think are underused as most families use the large pools. If this is so, why not create an adults only pool? For example there were actually swimming lessons taking place!!! Not relaxing when you’re trying to read quietly to have an instructor thundering out ‘ kick harder!’ with small children doing relays. Incidentally I did speak to a front of house manager about this who knew nothing about it though there is a large sign advertising it. Just another sign of the total lack of communication and organisation in the hotel. The final straw for me was on my last day. I’d actually found a quiet spot only to be bombarded with a very large local family who’d obviously come for the day . Four children including a baby rushing around screaming, the mother used the lounger to change the stinky nappy , they unpacked the numerous boxes, had a very large picnic, crusts and rubbish on floor .... of course I moved . An hour later as I was leaving the mess was still there .... despite the fact there were many members of staff. I did write an extremely long ( 4 sides) letter to the manager ( Mr Arnouk I believe) as I genuinely was upset that so many things had deteriorated since my last stay. In the two hour period when I was away from my room ( which I mentioned in my letter) , a message was left. He was not able to discuss it at all despite the club lounge staff trying to contact him too. The reasons were that he was was other guests. As I had an early morning flight I do already waited too long so accepted the fact that it wasn’t going to happen with him or indeed anyone else. To be honest it didn’t surprise me in the least, just a sorry reflection of the slipshod attitude to a regular, extremely loyal guest. As you can see by my previous reviews of this hotel ( glowing) and others, I’m not a highly critical person, however I don’t holiday to have hassle after hassle, nor would I leave such a review lightly. I genuinely hope someone from head office reads this and investigate fully. I made a copy of the letter I sent which I’d be pleased to forward. Read less

Stayed here for 5 nights in a club room, level 14. It is spotless everywhere, majority of staff friendly and helpful, but you always get one or two not. Easy access to the metro from Grand Hyatt which was a bonus and not too far from airport. Large, Soundproof rooms. Beds were comfy. Great bathrooms and walk in robe. We had pool views but originally booked city views. Probably next time will stick with city views. Pools large but they pack the lounge chairs in like sardines which is a real shame. Pool very deep and hot which is lovely. Be prepared as drinks and food around the pool can be so expensive. We were disappointed in the level of service in the club lounge. Depends who you are or where you sat the level of service really fluctuated to the point we just went downstairs to the lower level for breakfast, with 100% better service and choice. Same for 6pm canapes/light dinner. Shame to pay for a club room when around the world the lounges are normally beyond exception. During the day there is a selection of tea/coffee and cold drinks but the "snacks" were only cookies. This needs reviewing as most other lounges offer a good variety as well as chips/nuts. We hope management will review their club rooms/lounge as it was a real shame not to utilize what we had hoped to. Remember its also freezing on the adults side to the point a number of guest would leave early in our first 2 days we used this club lounge. The Grand Hyatt was a lovely place to stay, but if we returned perhaps we would look elsewhere for more appropriate club rooms. Recommended for short stay only, unless here for business. Read less