Atlantis The Royal

We had been for drinks and dessert several times in the hotel lobby, we were first asked for a minimum charge of AED 150 ( something that had never happened to us). We talked to the manager and she told us that was the policy and that previous times there had been a misunderstanding. Another girl shortly after told us that the minimum charge was 200aed. Unorganized and uncoordinated staff. Absurd that in a hotel lobby you have to pay a minimum even to drink tea or coke. Read less

Afternoon tea in the place, amazing service. When you walk in to the hotel, it’s like you’ve walked in to a modern 6star hotel, all designer decor with fish tanks. All overlooking its own fountain show. The afternoon tea they offer is lovely in the royal area, they bring it out in such style you just admire the food, all delicious and don’t want to stop. Highly recommend Read less

Few months ago-on March 2024-when firstly visited Atlantis The Royal i dreamed the day i would spend 2 nights at this Gorgeous Hotel. After searching a lot I found an occasionally affordable to my finances price for staying there for 2 nights during the low season for DXB in the beginning of September and i booked a room. I reached the hotel on 1st September where I thought that the reception team welcoming was gentle, politically correct and as it might be in a 5 star luxury hotel. Any explanation given seamed sufficient and when asked if celebrating something i answered "yes our marriage"...receiving wishes from the polite employee. As our room was not ready we were registered in order to use the pool amenities of Nobu by the beach. We entered our room at 15.25 after an employee called us to say that the room was ready at 15.20, after 20 minutes that we were supposed to check in at 15.00. Although the receptionist had told that they could do their best to check us in earlier. When we entered the room, we saw no gesture on behalf of the hotel (any room upgrade or some product, eg. a chocolate...) that expressed our celebration of our marriage. When the employees in the reception are trained to ask about any special celebration without doing a simple gesture in our room...it s Only a "gossip"???? After our first exciting experience about the room, the view to the ocean (like being in a cruise ship) and the extraordinary amenities offered in the room, some problems appeared. The first one was about the working hours of Cloud 22 - infinity pool. In the reception we were told that this night the Cloud 22 closes at 22.30. So that, we planed our program to return to the hotel at 21.30 and spend an hour at the pool before it close having a drink while walking in the pool viewing the illuminated Palm. When we arrived at the hotel and going to the pool an employee (wearing the suit of atlantis -  blue blazer etc...) told us that Cloud 22 and pool has been closed since 19.00. So, this is our first disappointment and started to realize that the personnel is not trained sufficiently in order to know all the information that a client have to be informed.Our first night at the hotel was A LOST NIGHT TO US DUE TO THE HOTEL'S FALSE INFORMATION TO THE CLIENTS. Is unacceptable for a glamorous five star hotel the fact that the receptionists are misleading clients about the operating hours of the hotel's facilities. Additionally, another misleading will be explained also. The receptionist at the check in in collaboration with another employee or supervisor explained to us that we have FULL access to use all the three pools (Royal pool, Nobu by the beach pool, Cloud 22-infinity pool) as guests without any charges for using the pools. On our surprise the next day we tried to use the pool of Cloud 22. At the registration stand of Cloud 22, although we told the employee that we are in door guests of the hotel (showing our card and room number), she told us that we have to pay 1300 aed to use the pool and the only right we had as in-door guests was to get upstairs without money and just see the view and take photos. When someone visit the site of Cloud 22, he can see that the entrance to the pool is about 300 aed on week days for access to the pool for anybody without being an in-door guest (as you can see in Atlantis  site https://assets.kerzner.com/api/public/content/a89062535f4a40659e16ba4d9538dd27?v=80459c2f). The employee told us that we have to pay 1300 aed???? All this can create several feelings to  in-door guest as the hotel policy is trying to CHEAT AND FRAUD the client.... Also this employee told us that yesterday night (Sunday 1 September 2024) that Cloud 22 pool was opened until 23.00....!!!! When we complained about all these details, we asked for the manager of Cloud 22. In a few minutes, a gentle lady manager appeared and we explained at her everything. She understood our disappointment due to the misunderstandings of the reception with the other sectors of this huge hotel and offered us the amenity to use also cloud 22 for free offering us also two bottles of sparkling water. But all these annoying incidents someone could say have no major significance to the accident we had in the second day in the breakfast. More thoroughly, the next morning (on 2 September 2024) we went to take breakfast on Gastronomy restaurant. The first impression when we arrived the restaurant was that this maybe on of the best breakfast areas in all over the world. The several kitchens with the fresh food can be satisfactory for any kind of clients. We were placed to our table and each of us went to different areas of food to take several foods. When I was returning to my table, I almost fell because in the floor there was a rubbish like red sauce on the Marble floor. Thankfully, I did not fall and I immediately told a waiter "Please clean it because I almost fell and it is very dangerous for everyone as an accident may happen". The waiter told someone else and NO ONE DID ANYTHING TO CLEAN IT. After 4 minutes, my couple was returning to our table, he was not aware of the rubbish in the floor, as he was in a different section of the restaurant to get deli products, and he fell down with the dishes smashed on him, and falling down in the marble floor violently, due to the rubbish sauce in the floor hurting his left gluteal region. I heard all this sound and I immediately loudly told the waiter "I TOLD YOU....THAT SOMEONE COULD HAVE AN ACCIDENT", and i surprisingly saw that my couple was the one that fell down. At once I started to shouting that we wanted to see the manager as there was an accident and the person fell down was in pain. Immediately, the manager Anna D... of Gastronomy arrived and immediately she tried to calm us down because she did not understand what happened. When she realized that the accident happened due to the lack of the employees to do something to clean it after they had been warned, she immediately offered us water, brought ice to put  against pain and called the paramedics. After a few minutes, the paramedic employee came and he examined without thankfully noticing that maybe any bones were broken. He suggested that probably it is a muscle pain, he offered two pain killers pills and he also noticed that if any pain appeared in the following hours we immediately call the paramedics and they would drive us to the hospital for x-rays. Likely, we did not need it. But the muscle pain remains after a week passed....!!!! Afterwards the director of food and beverages arrived at the Gastronomy Restaurant, saw the whole situation and sincerely apologized for this incident telling us that it unacceptable by the hotel's behalf to occur that accidents. As a gentle offer, the managers (Anna D... and Victor B...) offered us a complimentary dinner to Milos Restaurant. Also when Anna was informed by us about our complaint why the receptionist asked us if we celebrate anything without offering something, only for "gossip"??, Anna made a very gesture offer and sent to our room a bottle of Champagne with a basket of fruits. When we were leaving breakfast a UK Indian resident with his family offered to be a witness if we wanted to sue Atlantis Hotel because this situation in UK would be cause a legal penalty in the hotel and would give us a compensation amount of 100.000 british pounds.... no comment.... After the bad situation at the breakfast room when we did not enjoy our breakfast due to the accident, thankfully the day closed with extraordinary moments at Milos Restaurant. Where all the employees and Manager Kostas K... did everything they could to please us and satisfy us so we would forget the bad accident in the morning. It was a unique experience and honestly we feel that the personnel in Milos was the most professional department of the Atlantis the Royal Hotel p After all, the conclusion is that: It's quite positive that the managers of the several departments of Atlantis are professionals and putted correctly at their management position. They know (or trained correctly) to offer firstly water to put out the "FIRE" due to any incident. They can de-escalate crisis in profit of Atlantis avoiding any court procedures.... When i was asked by the General Manager of Atlantis, to survey our staying ,we are expressed  our disappointment about these incidents that did not let us enjoy and relax the extraordinary moments that we dreamed to pass on the hotel with an advertisement  "as a unique experience of a lifetime"as  in the opposite side the facts above ruined our vacation in that hotel... Unfortunately, we did not enjoy that unique experience due to the above reasons.Asking  a polite gesture on behalf as offering a complimentary two - days staying at the hotel during the same period - low season of Atlantis (beginning of September in next year) to be able to fully appreciate, experience and enjoy the unique features of the hotel that we missed- because the mistaken timetable information and specially due to the accident above we received a response that they would make a training to the staff...and if we stay by them again-paying a fortune of money...- they maybe put some flowers in the room!!! The response is signed by The Guest experience Ann M.... and not by the General Manager that asked our survey... After all the conclusion is that first enthusiasm is dropped due the reality that this hotel behavior is not for a luxury 5 stars hotel!!!! Read less