BROWN STONE HOLIDAY HOMES — Hotel in Dubai

Mr. Waseem I just saw your response and sent an email to the info email address.

I am still trying to resolve an issue with this very unprofessional company. After booking and paying, someone called Faisal called to confirm and WhatsApped me check in details. He was also aware that our flight would arrive late so he assigned a night shift person to check us in at the hotel which is where the apartment is located (maybe there was no property afterall). When we arrived no one yes no one showed up to check us in. We called and called but no one answered. The same night Faisal sent a text message asking who I was - prob because he didn't recognize my UAE number. I responded but he didn't even bother to call and sort the situation out. Imagine how tired we were calling non-stop and no one answering. First thoughts, we got scammed! The hotel reception even called them but no one answered. The next day Faisal called and apologized then at 5pm someone else called to book another apartment for the 2nd night, they said they will send a list of options. We waited in the car till 8pm and when no one answered, we ended up going to a hotel and paying for another night when there was an apartment we could have moved into somewhere else. I tried to follow up and messaged the "night shift" person they told me to contact the night before and this person said they had no idea what I was talking about and that they don't work for this company. After all this instead of apologizing and refunding us they're shamelessly telling Booking.com we did not follow checkin procedure which is 3pm till midnight. Unbelievable how these kinds of businesses get away with this kind behavior. Booking.com should have better policies to protect guests not the other way around. I am still trying to understand why they did this and how this is allowed to happen. All they had to do was not accept the reservation or just refund us which isn't even enough to compensate us for the trouble they put us through after a 5...

The worst holiday home company in Dubai — avoid them at all costs!

I rented an apartment from Brownstone Holiday Homes for 3 months and paid everything upfront, but it’s been a complete nightmare. The AC didn’t work from day one, and even after several visits it was never fixed properly. Then the internet stopped working for over a week — they ignored my messages for days every time until I got furious.

A floor-to-ceiling window broke (we’re on the 37th floor!), which is extremely dangerous. The building management said they informed the owner, but the owner never replied, and Brownstone did absolutely nothing.

Our access card stopped working twice, and since it’s a smart building, we couldn’t even enter our own apartment. They didn’t even give us a key at first, and when they finally did, it didn’t open the door — the key got stuck in the lock! We still can’t use the elevator or parking.

Their agents are completely useless, unresponsive, and careless. They don’t answer calls or messages, and when they finally reply, it’s always after days with no real solution. It feels like once they get your money, they just disappear.

I even contacted DET about this, but Brownstone still didn’t care enough to respond.

This company is a scam, their service is beyond terrible, and their agents have no professionalism whatsoever. Stay far away —...

A Warning to Future Guests – My Experience with BrownStone Management!!

My experience with BrownStone Management was deeply disappointing. Despite a confirmed booking, I was left stranded for hours with my minor children due to their failure to provide check-in details on time. Multiple attempts to contact them were ignored, and I was forced to find last-minute alternative accommodation at my own expense.

What makes this worse is that I have proof this is not an isolated case. BrownStone hides behind Booking.com policies to avoid accountability, misleading unsuspecting guests and causing financial loss and distress to families. Their representative, Wasim, misrepresented key facts, exposing a pattern of dishonesty and unprofessionalism.

It pains me to see a company operating in Dubai so blatantly disregarding the country’s laws and world-class hospitality standards. Dubai’s reputation is built on trust, excellence, and guest care, yet BrownStone undermines this with impunity.

I urge travelers to exercise caution before booking with this company. No family should endure this treatment, and I am escalating this matter through the appropriate legal and regulatory channels to demand...