Carlton Tower Hotel — Hotel in Dubai

HORRIBLE EXPERIENCE!! @Vidya Adams(Cluster Director of Operations) - Appreciate you taking out the time to investigate the issue and yes you're right solutions were given to us by your team and Agoda, which were not only costlier but also not workable. Firstly, the sister property that your team had suggested was at double the price we had done our booking for, and this was when rooms were available at your property (it showed the options to book on other sites on the very same day of incident). Secondly, the attitude of the front desk manager was completely non-cooperating. And to add, how rude he was in all the communication. I understand Agoda is at major fault here who did not share the cancellation with us, if it was done from your end. The least was to honour the commitment when you had the option to do so, given that you have a listing of your hotel on Agoda. Again, one alternate option was given by Agoda team for stay, which was not at all a good hotel and suddenly they did not have any other options. And again, whether you or Agoda at fault, this was the first trip for my family to Dubai and you were not at all hospitable! . The Review --- I had booked 2 rooms for my parents and grand-parents at this property 20 days back through Agoda and today when they reached the property, management refused that their was any booking done and did not allocate rooms to them. The hotel management did not cooperate at all, they were not ready to listen as due to Eid, hotel rates have gone up substantially and the hotel is denying the booking that was done at discounted rates through Agoda 20 days back. Neither Carlton Tower Hotel nor Agoda were able to resolve the issue amongst themselves and my family was left waiting for more than 2 hours. Eventually, they booked another property but the whole experience was very bad for them. Disappointed at how poorly the whole matter was handled by the hotel management. I won't recommend booking this...

I travel to Dubai regularly every two or three months for business visit, but this time there were no hotels available within the business area due to the arab health exhibition, so I chose to stay in this hotel. and i wished did not do this for the following reasons:1. I arrived at the hotel at 22:00 , during staying in the room suddenly the room's door opened without any prior warning. One of the hotel employees entered, he surprised when he saw me and said that he had come to check whether the air condition is working or not, and then he left without any apologize ... It seems that the employees in the evening period are getting used to sleep stealthily in empty rooms.2. There was no slippers in the room and I called the room service twice but without an answer. Then I called the reception and also without an answer and the time was almost 23:30. After that I called the emergency number designated for guests and when I asked about the slippers they said that they would bring it tomorrow morning because it is Sunday and it is late now and there is no one in room service.3. Every morning when i woke up, I found swollen lumps of pinchs on my hand, and they were increasing every day... I thought this was due to mosquitoes, because the room overlooked the bay, and I used to keep the room’s window open in the evening, but during the check-out, I asked the receptionist about this problem, and he replied that this problem because of an insect that lives in the bed, and it may have been moved to the bed of my room by the guest who was using the room before me... Frankly, I was shocked by the response and by the coldness of his nerves during his explanation of the cause of the pinch. The employee did not even apologize for that.Therefore, I do not recommend staying in this...

I had an extremely disappointing experience at this hotel. First of all, be very careful when booking because they have two separate buildings – an apartment hotel and a tower – but they don’t clearly inform guests about the difference. Parking and the pool are only available at the apartment building, so if you book the tower, you’ll have to drag your luggage two blocks just to check in. This is incredibly inconvenient, especially for travelers with heavy bags or families.

The facilities were absolutely subpar for a so-called four-star hotel. Their definition of “free toiletries” is laughable – they only provide a small soap and a shampoo. I requested some tissues at 10 PM, and after multiple follow-ups, I finally received them at 2 PM the next day. The reception was completely unresponsive, and they outright refused to provide basic amenities like a dental kit or shaving set, claiming it was against their policy. Most four-star hotels offer these without hesitation, yet this place doesn’t even meet basic hospitality standards.

To make matters worse, the room was in terrible condition. The air conditioning emitted a disgusting smell, making it unbearable to stay inside for long. The entire room desperately needed refurbishment, with outdated furniture and an overall unkempt appearance. This hotel is only suitable for people who just need a place to sleep – if you’re looking for a comfortable stay or a relaxing vacation, stay far away.

Some of the staff were also clearly untrained and lacked professionalism, which further ruined the experience. Overall, I felt like my money was completely wasted, and I wouldn’t recommend this hotel to anyone. This is just my honest opinion based on my stay, and I want to share my experience so others don’t go through the same...