Atana Hotel Dubai — Hotel in Dubai

Avoid at all costs. Spent 7 nights here so I can confidently say it has been the worst hotel experience I’ve ever had, which includes 4 previous visits to Dubai. Do not come here. Sent the following email to the hotel & they did nothing to resolve any of our issues. Apparently it’s my fault for not informing them sooner, no resolution, no compensation, no explanation for the poor service. It appears as though they’re too busy & taking too much money to care about customer’s concerns. Just my opinion, but see my email to the hotel below or alternatively you can visit & make your own mind up.

“Management,

My wife and I are currently six nights into our stay at Atana Hotel, and although we initially intended to share feedback at the end of our stay, the level of disappointment we’ve experienced compels us to reach out now.

To begin:

We checked in last Thursday and requested a room change from twin beds to a double bed. The receptionist assured us there were no other rooms available, yet upon checking online, we found that double rooms were indeed available. This misrepresentation was frustrating and disappointing.

Additionally, our room does not match the pictures advertised. Had it looked as it does now, we would not have booked it. The cleanliness is substandard, and there are severe leaks in both the shower and bidet. Such conditions are unacceptable, and this room should not be offered to guests until these issues are resolved.

The room is also not soundproof. For the first three to four nights, we were disturbed by noise from a nearby family and their children between midnight and 3 a.m., causing us to lose sleep and wake up feeling unwell.

This is also the first hotel in seven years of travel not to acknowledge my birthday. Such details matter and contribute to a positive guest experience.

The internet connection has been unreliable, frequently dropping out. Although not a major issue, it is still an inconvenience that detracts from the experience.

Daily housekeeping issues have persisted. On Sunday, at 11:30 a.m., a young cleaner confirmed that he would clean our room, yet when we returned five hours later, it hadn’t been touched. We had to call Room Service, only to find that basic items, like tissues and towels, hadn’t been restocked. Additionally, coffee, green tea, and shower gel have not been replaced regularly, leading us to purchase our own supplies. Dirty mugs and used towels have been taken without replacements, requiring us to call reception repeatedly to request essentials like towels and toilet paper. This lack of attention to detail is baffling.

Every day of our stay, I’ve had to call to ask for basics like fresh towels and water bottles. We came here expecting peace and relaxation for the amount we paid, but the lack of service from this “4-star” hotel has been truly shocking. Based on our experience, I would rate it 3 stars at best.

My wife and I are not typically inclined to complain, but as customer service professionals, we understand the importance of maintaining high standards. In our roles in the UK, we uphold these standards without exception, yet here at Atana Hotel, errors seem pervasive.

We wish to speak directly with management regarding these issues. We are not willing to communicate with anyone else. Please advise how you intend to rectify this situation for the remainder of our stay, as this trip has been unnecessarily stressful, disappointing, and frustrating. With limited annual leave, we saved and invested our hard-earned money in this experience, and we cannot allow these issues to go unresolved.”

All they did was offer to change our room which is of no use to us as we only had 2 nights left. Bad customer service & bad room, not much more to say. See image attached of the...

When first entering the hotel it looked very high end with an emaculate reception. You would get the lift to your floor, in the lift there is a constant video being played with an AI type voice reading through historic reviews, this got very annoying after a few days. ||There are 2 towers to this hotel, each with 22 floors, and 4 lifts per tower. You could be waiting for a little while for the lift each time you need to use it during peak times, and lifts would change direction frequently. ||Our first room was decent at first look but quicky realised it was dated and needed to have some work done to modernise it but we weren't too bothered overall. ||During our stay I was getting married, after the special day my parents had organised for our room to be decorated before we got back. Upon entering the room it was not decorated, and later staff knocked on our door with decorations, but I sent them away thinking it was a mistake on their part. ||On the same day after housekeeping had been round all the rooms, my parents returned to their room with their door left wide open and no one inside, causing worry as they had to check everything to make sure nothing was stolen, straight away they complained and asked the manager to check security cameras to ensure no one else had entered the room. ||Myself and my wife got upgraded to a suite after complaining about the unorganised mess the hotel had caused with the room door being left open and our room not being decorated in time. ||First impressions were very nice, and very spacious, however upon further inspection the flaws started to show. Again the room wasn't made up of modern decor and dated in some areas, it was clear some DIY had been done to the room around the door frames which wasn't pleasant to look at, along with some chips in the tiles, the shower attached to the wall was loose, the hair dryer attatched to the wall was loose and kept coming off when using the hairdryer, you could see the big patch of adhesive the staff tried to use to stick the hair dryer back to the wall which had failed. So it was pretty poor presentation for a Suite, you'd expect perfction for a 4 star hotel. ||Breakfast every morning was a bit of a mission, felt a bit like a free for all people going in all directions around the serving area trying to dodge them as you are trying to get to your choice of food. Hash browns were very popular so you were lucky if you managed to get any, the queue would get pretty long around the popular foods and drinks. You had coffee and tea one side of the hall and juices at the other side which didn't make sense to me why not have all the drinks together, and they were close to the serving area so would cause more congestion, but the breakfast was okay, French Toast was very nice but the pancakes were dry. ||The outside area where you could stay around the pool, all the sunbeds had been duck taped in some form or another, with alot of loose strands hanging down from the arms which made all the sun beds look run down and old, most of them needed replacing. The bbq food outside was very nice with good qaulity food, the inside buffet around lunch time didn't look appetising at all. One night when deciding to eat at the hotel we asked for a menu instead and the qaulity of food that came out from the kitchen wasn't great unfortunately, not able to cook steaks, some of the fries were cold. ||After all that I wouldn't say this is a 4 star hotel, its more of a place to sleep get a quick breakfast and go to other places during the day. ||The hotel is situated close to a metro station just a 5 minute walk, also has access to a pub that serves beer and excellent food in the hotel opposite and a good convenience store around the corner. The location is really good, just not...

I came to Dubai with my girlfriend and 6 months old baby to attend the exhibition Gul Food for business purposes.

We were staying at Atana Hotel.

My girlfriend and I had a massage at Atana Spa.

My girlfriend and I were in separated rooms.

The therapist started her massage on my body and was going very strong on my body. Therefore, I asked her to be softer. She continued her massage and at some point, when I was laying on my chest, she grabbed my two ankles, crossed my legs and pushed hard on it. My ankles went on my back. I heard a big cracking noise and directly felt the pain in my right knee. I asked her to stop. I was in heavy pain. I never felt something like this in my life. I could not walk and asked her to take me to my girlfriend’s room. I directly knew that something was wrong. A staff member from the hotel brought me a wheelchair and I went back to my room in a wheelchair.

When we left the spa, the spa staff told us to come back the day after to finish the massage as this happened in the beginning of our session.

I did not sleep the entire night, and could barely move and could not walk because of the pain.

I have taken a MRI and consequently saw doctors in Dubai. I have a bucket handle tear of my medial miniscus. The mild joint effusion present on the MRI shows that the injury is very recent.

I am not able to walk since the 19/02/2024 and will not be able to walk and work before the surgery and between 3 to 6 weeks after the surgery.

I am a 27 year old man, non-smoker, occasionally drinking, never suffered from any injury in my life, never had any surgery and never took and not taking any medical treatment.

I was perfectly fine before this event happened.

I entrusted Atana Hotel to receive a spa in their establishment as a hotel guest.

It is not obvious that the spa is a third party. In the entrance of the spa, it is clearly mentionned « ATANA SPA ».

I only knew that the spa was an outside company once the problem has arised and we contacted the management team of the hotel.

I have not received any assistance of the management team of the hotel and of the management team of the spa as soon as the MRI revealed my injury and the necessity to undertake a surgery. They claimed to be “too busy”.

I had to pay all the medical expenses myself and Atana Hotel refused to refund my stay at their hotel, which I had to extend for a few days as I had to see doctors and was not feeling to take a 7 hours flight back to my country.

The massage has obviously not been refunded neither.

The spa has eventually left the hotel few days after it happened so I guess my accident might have been considered as a professional mistake.

I am telling my story in order to prevent any future tourist that could potentially have...