Hilton Garden Inn Dubai Jumeirah — Hotel in Dubai

As regular UAE customers and not first time guests at Hilton Garden Inn, our last weekend was bitter sweet.

As a family, we had booked 3 rooms

I will start with the positives:

Brain - His charisma was evident through out our breakfast time, waited on us with so much patience, checking now and then if everything was ok, explained when we requested for some breakfast items that we couldn't find in the buffet. Thank you Brain for the exceptional service.

Hossam - Was also exceptionally great as well. He too waited on us with patience and a good cheer. Thank you Hossam.

Khin - at the reception. This lady has a smile, warmth and energy that welcomes you. We have interacted with her in our previous stays, i can confidently say she is consistent in how she serves the guest. The first time we encountered her, she went up and above her reception by instructing her colleague to assist me with some important scanning and emailing that i needed. This past weekend, she once more demonstrated her greatness and professionalism. She empathised with us once we shared how disappointed we were with some of the hotel amenities. She kept enquiring if there is anything she could do for us.

In all the three rooms, we could not boil water for one of our elder child that needed hot water to gaggle due some throat irritation as all the 3 boiling kettles were so so dirty, it was so unbelievable. Khin did visit our rooms, and saw the conditions, and felt our deepest disappointment. She kindly offered to replace them, but it was too late as we were preparing to check out. The cups, another story, the are brownish. Ultimately this was a disappointment beyond words. They have the kettle pictures.

Now this below is a big concern that need to be looked into and re-trained if possible.

Bella - On the same day we checked in, on our way out in the evening to have a walk around, we passed by the reception and requested if she can assist in giving us an adapter and help in charging our small daughter's ipad since the type of adapter we had was not compatible with the hotel sockets. She said they do not have an adapter to help with and we can buy. We went ahead and bought, and then requested she plugs it for us for about an hour. We said we are willing to sign a disclaimer for the 1 hour we are requesting her assistance as we step outside. What baffled us her adamant no, no concern at all even when we mentioned the hotel as CCTV so in worst case scenario, there is evidence captured. With her adamant no, we asked a simple question, how did she keep my sisters cabin bag without giving a tag and never asked if there any valuables. As some of us have previously worked in guest relations industries, and we are taught to be aware of guidelines but to also apply common sense. We acknowledge rules exist and we are to use them as guidelines, but at the same time apply common sense, which is a trait all front office guest relations team should have. As frequent staycationers, we were disappointment, especially noting we chose to stay here again following our previous stay 5 months back and we always take 3 rooms. Which makes me query, doesn't Hilton have the promises and standard recitations on customer service. "No" should be the first word you tell guests. We all learn from experiences and mistakes, and our counsel would be re-train, familiarize and learn the international Hilton front office standards for the brand your represent is global.

Should we chose to visit again, we hope that our experience...

This hotel is a junk starting from the location ending to the rooms. I was in business trip in May 2024 and when the booked this hotel because I believe on Hilton chain and it's standard, very frustrating from day one. Staff never greeted you, no good morning, hood afternoon or or good evening, i believe greeting is a part of customer service and i will rate customer service zero. My room was not neat, the AC was not cooling and didn't work right, I arrived late night , early morning around 2am after 18 hours flight from USA , the front desk staff was looking tired didn't greet me was not even smiling and I introduced myself self as a Hilton Honor guest but i think he did care, I arrived at 2am and till 8 am i couldn't sleep because the room was hot and they need to fix the AC, they sent the maintenance guy, who was rude as well left his leader in the room and dis appeared, i called the front desk and i was super tired looking to sleep so i can go to my meeting next day, at the end i had to close my door and slept in hot room. Next day i met with one of the manager her name is Dean and i complained to her about what's going on, she apologized and she was trying her best to make my stay pleasant. She sent another maintenance to fix the AC and also replaced the sprayer in the toilet that was broken, I finally had to sleep after almost 24 hours. Let begin with the hotel location, is horrible and all what they posted about the location is a LIE , nothing close by and the airport is around 30-40 minutes away. No resturant is around so i will give the location zero as well. The staff needs customer service training very bad, so met with Rasheed and Kareem on my last day who were very pleasant and friendly and they tried their best to provide excellent service. Also one important thing you do need to know about this hotel before you book it is this hotel is nothing to do with Hilton Chain, also if you are a person with life standards this hotel is not for you as well, I met people in this hotel who are not friendly and i don't think they are the type of people that are feel i will among them, also i saw a policeman at the property on my second day and i was questioning the front desk why they are here and if there is any safety concerns that i need to know but she did not tell me and she said she will as her supervisor, i immediately contacted booking. Com and asked to leave and demanded a refund but unfortunately it didn't happen. When you get to the lobby you will see alot people who are coming downstairs to warm their food in the small room at lobby which make the hotel smell disgusting. Rooms smells like hospital as well. I'm so frustrated about Hilton and their service and how poor is everything about this hotel, i was expecting Hilton in Dubai would be like our Hilton in...

I recently had the pleasure of staying at the Hilton Garden Hotel in Dubai, and overall, it was a delightful experience. From the moment I entered the hotel, I was greeted by the friendly and professional staff who made me feel welcomed and valued.

The location of the hotel is fantastic, situated in the heart of Dubai with easy access to popular attractions and business districts. Whether you're a leisure traveler or visiting for business, this hotel is conveniently located for your needs.

The rooms at Hilton Garden Hotel are modern, spacious, and well-appointed. My room was meticulously clean, and the comfortable bed ensured a restful night's sleep. The amenities provided in the room were excellent, including a well-stocked minibar, coffee maker, and a flat-screen TV with a wide range of channels.

One aspect that truly impressed me was the exceptional service provided by the hotel staff. They were always attentive and went above and beyond to meet my needs. From the concierge who provided helpful recommendations to the housekeeping staff who ensured my room was spotless, the level of service was exemplary.

The hotel features a variety of dining options, and I particularly enjoyed the delicious breakfast spread offered at the restaurant. The buffet had a wide selection of both local and international cuisines, catering to different tastes and dietary preferences.

Additionally, the hotel offers excellent recreational facilities, including a well-equipped fitness center and a rooftop swimming pool. It was a great way to unwind after a busy day of exploring the city.

In conclusion, my stay at the Hilton Garden Hotel Dubai was a memorable one. The exceptional service, comfortable accommodations, and convenient location make it a top choice for both business and leisure travelers. I would highly recommend this hotel to anyone visiting Dubai and look forward to returning...