Grand Mercure Dubai City — Hotel in Dubai

I had the most tragic and worst experience that i wouldn’t wish on my enemy. Imagine being pregnant and have a 1 year old and when you decided to sleep after driving for hours the ac is broken with the temperature nearly being 25 to 27. My baby was sweating and his clothes soaked badly, i had trouble breathing and couldn’t sleep so at 3:00am i woke up and called the receptionist and the technician came and supposedly “fixed the ac” but after flipping for an hour to sleep the temperature still isnt going down. I called again to check what they could do the only option left is to change the room so I accepted it even though it was so hard on me to keep waking up the baby and moving around. So they took so long so i decided to go to the lobby with the baby crib and after talking for an hour they finally found a room so i took it till tomorrow the next day and imagine from 3 am waking up till eventually solving the problem and sleeping at 6:30 am. I had the worst sleep, crying, the breakfast passed the time we woke up desperately wanted to speak with the manager so i went down and the “Egyptian lady” doesn’t want to help or at least apologize or do anything regarding what happened last night. She had an attitude and when I mentioned that what happened was bad she started screaming and wanting to call the police at me. And telling the security guards to take us. This is all just because we weren’t happy nor satisfied on our stay and it was our right to speak up. But how come as a manager beside focusing on solving a problem to actually wanting to fight im really sure that i was in a hotel not a street fight. So after speaking they didnt care / apologize/ nothing and i decided to leave and not extend the night even though it was hard on me to move to another hotel but i prefer to be treated better and with respect most importantly. I wanted to really thank the night shift manager he was very polite and understandable.

Not to mention when i at least asked for the breakfast they brought me at 1:30pm a plate of dips and egg, non of them was edible.

The problem over all is not the ac, but they have the worst service and the slowest customer care/support and literally so careless. All of this made my stay a...

NOT a 5 star hotel by any means.

I stay in a lot of 5-star and 4-star hotels in Dubai, and I can safely say, this one was not up to par.

I booked a deluxe suite for myself and my parents which is one king bed and a sofa bed. The sofa bed, is not good quality at all, laying in it will sink the mattress and hit the metal base. I had to sleep on the sofa as it is which also was not comfortable. My parents had complained that the king bed mattress quality also was not good or comfortable. The pillows are pretty small, and not what you would expect from a 5 star hotel. The room design is weird in a sense that the toilet has 2 doors, so each time you have to go in there you’ve got to lock both. The toilet is very small. There’s no towel holder near the sink in the room, so you’d have to turn around and grab the towel, making the bathroom very wet. No lotion, no supplies on the sink, just plain empty with a hand soap. The espresso machine in the room is not working and doesn’t start.

The breakfast was extremely disappointing. I’ve been to 4-star and 5-star hotel restaurants that were far superior. This hotel’s breakfast lacked options, no sausage no hash browns, not enough pastry, no pancakes, no good selection of fruits or diversity. The quality and taste of what I had, which were the eggs, the lettuce, some roasted potatoes, were very dry and unenjoyable.

The service at reception is also pretty slow and at times there’s one person working across 3 desks which is very weird. One of the elevators is broken and doesn’t register or scan the card which was frustrating. Key quality wasn’t great, one of the two keys stopped working at 11 am which is way before checkout time. Sending someone to your room for anything takes at least 15 mins. Imagine for 2 days, each time you request something, they arrive to the room misinformed about what your problem is. Coffee machine was broken, and they came after 15 mins with towels tea and espresso capsules?? Terrible service.

The only good thing I’d say, is that it’s located near the airport, so for travelers it could be a one night last minute option, but would NEVER recommend this hotel to anyone. Flashy...

First of all I would like to mention one lady in particular. She absolutely deserves to be mentioned first! Mrs. Alaa (Manager on Duty) her name is, is one of the most professional, welcoming, helpful, extremely friendly and understandings manager/ staff I ever met. She has helped us out in many different ways. We are very grateful for your excellent services you have provided while our 8 nights stay. You put a smile on our faces every morning. Thank you very much Mrs.Alaa for all your support 🙏 This is what makes you guest enjoy their stay . The breakfast was good. The staff were very friendly.

Especially Richard and his „Crew“ from the Concierge Team😎 were extremely helpful and friendly. Always in a good mood and welcoming.

When we checked in the reception staff was very friendly and gave us the keys. The room unfortunately was dirty and not well cleaned at all. Went went back downstairs and got changed to a bigger room. The room was much better.

We decided to use the Swimmingpool in the first level. The sunbeds and the pool area were extremely dirty and need renewing. On the roof top pool was no service available most of the time. If then you had to wait a long time for the waiter to show up.

The Lift / Key Card touch didn’t work properly in two of the three lifts.

The breakfast was good. The staff were very friendly.

Especially Richard and his „Crew“ from the Concierge Team😎 were extremely helpful and friendly. Always in a good mood and welcoming.

Also the Safari tour we’ve booked trough the hotel was fun and well organized! Thanks for that.

All together our stay at Grand Mercure Dubai Airport was good/ okay. The Hygiene should definitely improve a lot!

The whole team is absolutely amazing! Thanks to everyone who made the effort to make our stay...