DAMAC Maison Mall street — Hotel in Dubai

Thank you for your reply.

With respect, your statement that “no hygiene or maintenance issues were found” does not reflect the reality my client experienced upon arrival. I personally received videos and photos taken within minutes of check-in showing Visible Mold on the Mirrors, Broken Sinks, which are simply unacceptable for a property of your category.

As a travel professional, I work with many hotels and apartments worldwide, and my recommendations are based on consistent quality and trust. In this case, my client’s disappointment was immediate and severe enough that I had to relocate him at my own expense — something that should never happen when booking a reputed property.

While I note your offer of alternative accommodation, the first impression was already damaging and eroded confidence. I sincerely hope this feedback prompts real improvements, because dismissing guest concerns as unfounded will only push loyal customers and partners to take their business elsewhere.

Original Review: I booked DAMAC Maison Mall Street for my client, expecting at least the standard of a decent 5-star property. Unfortunately, what we experienced was far from acceptable.

Upon check-in, my client noticed several issues within the first hour:

Poor hygiene – the bathroom sink was not draining properly.

Visible mold – the master bedroom mirror had black spots, which the hotel later admitted were due to mold and claimed a replacement was “on order.”

Unpleasant smell – a strong odor of onions and spices was present in the apartment, making the stay uncomfortable.

My client immediately shared videos of these issues with me, and I personally contacted the hotel to address them. Instead of taking the complaints seriously, Ms. Dina, Assistant Director of Sales, inspected the apartment and stated that the guest had “exaggerated his complaints.” She acknowledged only the mold on the mirror as a valid concern.

The hotel offered an “upgrade” and a transfer to other DAMAC properties, but by that point, my client had lost trust in the brand due to the unhygienic condition of the first apartment. He checked out within one hour of arrival and booked another hotel at his own expense. Despite leaving almost immediately and returning the keys, DAMAC Maison refused to refund the amount paid, citing a non-refundable booking policy.

This experience shows a lack of empathy and accountability. A non-refundable policy should not be an excuse to provide substandard, unhygienic accommodations and dismiss genuine guest concerns as “exaggerated.”

I strongly advise future guests to reconsider booking this property if you expect even a basic standard of cleanliness, responsiveness, and...

Staying at this hotel was one of the most memorable experiences I’ve had—not only because of the beautiful rooms or the ideal location near Dubai Mall, but because of the incredible staff who truly care about their guests. I want to share a real story that shows just how far the team goes to help.

On the second evening of my stay, after a casual outing in the city, something unexpected happened—my companion accidentally left her mobile phone in the taxi we had taken back to the hotel. As soon as we realized it, panic set in. The phone had everything in it—photos, contacts, hotel information, apps—losing it felt like losing a part of the trip.

We immediately went to the concierge desk, where Waleed was on duty. From the first moment, he treated the situation with such urgency, calmness, and confidence. He reassured us, asked the right questions, and then took immediate action. Waleed helped us file an official complaint with RTA, tracked the approximate time and location of our drop-off, and even followed up with the taxi hotline himself to make sure all details were recorded correctly.

What impressed me most was that he didn’t just file the report and move on—Waleed kept checking the status himself, gave us updates regularly, and made sure we didn’t feel helpless or alone during the process. His communication with RTA and persistence played a major role in what happened next.

To our surprise and great relief, the phone was located the very next day thanks to Waleed’s thorough report and follow-up. The RTA contacted the hotel, and Waleed arranged for us to pick up the phone securely. The smile on my companion’s face when she got her phone back was unforgettable—and we knew none of it would’ve been possible without his incredible help.

Aside from this unforgettable moment, the rest of our stay was also fantastic. Abi at the front desk was warm, welcoming, and always smiling. She made the check-in process easy and pleasant. Mehran, the bellman, was polite, respectful, and helpful every time we saw him. The rooms were clean, cozy, and had a great view. Housekeeping kept everything spotless, and breakfast was fresh and well organized.

But what stood out most was that moment of real need—and Waleed’s dedication, empathy, and action turned what could have been a ruined trip into a story we’ll always remember with gratitude.

This stay reminded us that true hospitality isn’t just about service—it’s about people who care. I would recommend this hotel to anyone visiting Dubai, and I’ll definitely return. Special thanks again to Waleed, Abigail, and Mehran—you made all...

My stay in this hotel near Dubai Mall was more than just comfortable—it turned into a story I’ll never forget, all thanks to the genuine care and dedication of the hotel staff, especially concierge Waleed.

After a long flight, I checked in and was warmly welcomed by Abi at the front desk. She was professional and friendly, making the whole process smooth despite my jet lag. Mehran, the bellman, helped with my luggage and made sure I settled in comfortably.

A few hours later, as I began unpacking, I noticed something was seriously wrong—it wasn’t my suitcase. In the rush and confusion at the airport baggage belt, I had mistakenly picked up someone else’s bag. Panic set in immediately. My own suitcase, which had all my essentials—clothing, travel documents, personal items—was nowhere to be found.

I immediately reached out to Waleed at the concierge desk, and I couldn’t be more grateful that I did. He listened calmly and attentively, then took full control of the situation. He started by making multiple phone calls on my behalf—to the airport’s lost and found, to baggage services, and to the airline desk. Unfortunately, despite his persistence, the responses were vague and unhelpful. No one could give a clear answer about the bag or its location.

Seeing my growing concern, Waleed didn’t stop there. He advised us that, in such cases, the fastest way to resolve the issue would be to go directly to the airport ourselves. Not only did he suggest it—he arranged a taxi for us, coordinated with the driver, and gave us all the necessary details to present at the lost baggage counter.

Thanks to his quick thinking and support, we arrived at the airport, explained everything, and within an hour of searching with airport staff—we found my original suitcase. The sense of relief was overwhelming. Without Waleed’s guidance, we may have wasted days in back-and-forth calls and stress. He didn’t just help—he truly cared.

The rest of the stay was peaceful and enjoyable. The room was clean and spacious with a beautiful view. Housekeeping was consistent and friendly. The location was perfect—close to Dubai Mall and everything I needed.

But above all, it was Waleed’s unmatched dedication, Abi’s kindness at reception, and Mehran’s helpfulness that made this stay unforgettable. In a city known for luxury, it’s rare to find genuine service with heart—and I found it here.

Highly recommended to anyone visiting Dubai. I’ll definitely return, and I’ll always remember how one team turned a travel mishap into a moment of true...