Jumeirah Marsa Al Arab — Hotel in Dubai

It hurts my heart not to give this hotel a glowing review, but our experience was quite mixed – almost all issues are service-related. I would have shared my feedback with the hotel before publishing a public review, but I did not receive an invite to share feedback.||Quick overview:|The hotel, the architecture, the materials - stunning|The room - beautiful|The food - outstanding|The service - mediocre at best||The good news for Jumeirah is that service flaws can be fairly easily fixed.||So what were the issues (and I acknowledge those are first-world problems - but we're talking about ultra-luxury)?||We stayed in an Ocean Deluxe Suite for several nights. |- A couple of weeks before the stay, guest relations reached out to request some information and asked if we'd require transportation. I said no.|- A few weeks later the concierge reached out to confirm a dinner reservation and asked about transportation. I said no.|- 2 days before the stay a butler reached out through WhatsApp and asked about transportation. I said no.||Either Jumeirah does not have a proper guest file system, or "nos" are not recorded, or they are just pushed hard for transportation upselling.||When we arrived, the check-in took quite long. While I don't believe there were any issues, the check-in agent was busy typing, scanning, and arranging things. A little explanation and moderation of the situation would have made the process less awkward.||We were brought refreshing towels and welcome drinks while we were standing there. But then the used towels and glasses were sitting there and kept us from signing the document. The agent then just moved them to her side resulting in a wet keyboard on her desk. The whole welcome procedure felt improvised.||Why don't the towels come on a little tray so they don't wet the counter? Why does the guy who delivers them not pick them up again after 3-4 minutes?||We were assigned a butler, but not the one who reached out before our stay. So this was now the fifth person we were interacting with before we even got to the room which doesn't feel very efficient. ||Our butler was lovely and explained the room's features. The room, as I said, is stunning. The quality of the finishes, the bathroom, the minibar – outstanding. We asked if there is an overview of the restaurants. She suggested to check out the website since there was no information on restaurants in the room which I found surprising. We opened a WhatsApp chat (again, different number than the previous butler).||After our check-in, we went to the pool club for suite guests, Iliana. We were greeted at 6:25 pm by a "we are closing". No explanation, no context. When we said "Oh, you're closing at 6?" the response was "No, at 7". So we had 35 minutes left, which was fine for a quick look and dip, and she agreed to let us in. When we were settling on a sun bed to the side of the pool, she pointed out that those (with the cabanas) are a 2k upcharge. So she went from sending us away to trying to sell us a 2k (550 USD) upcharge for a 30 min dip within 3 min.||In general, the suite-guest pool is beautiful, but it seems just another way to generate money from guests who have already spent at least 5k/night. ||Marsa Al Arab has 86 suites, so it is realistic to have 150+ suite guests on some days. There are unattractive cabanas without a charge in the second row (no sun, no pool view, no ocean view). Guess how many "free" sunbeds Jumeirah provides by the pool at Iliana for 150 suite guests? 100? 80? 50? At least 30? The number is 8 (in words EIGHT). Please excuse my sarcasm. This is where it feels almost sketchy.||We only learned later that there are more nice sunbeds by the ocean within the suite area. However, Iliana as a whole and the section do not have signage, and the staff does not take the time to show you around or explain things (I can only imagine how many people they have to send away each day, which is causing frustration because they didn't hang up a sign).||We had a couple of interactions with our butler through WhatsApp, but we never saw her again. We booked a tour of Burj Al Arab with her. She confirmed the booking and the time slot. I had to ask when we should leave and what's the best way to get there (we would have appreciated having the full package of information). When we arrived at the visitor pavilion, they had no knowledge of our booking. They asked for a booking confirmation number, which we didn't have. So we had to go through the booking again. Thankfully, we were not double charged.||Breakfast was beautiful. The range of foods was terrific, and the food quality was outstanding – oysters, beautiful pastries, hot dishes, a beautiful spread.|However, this was one of the messiest breakfast experiences I ever had. For breakfast, four restaurants are combined into one, which means a lot of rooms, corners, and hallways. You don't have one buffet, but it's all spread out. Do you want some salad with your Sushi? Those two items will be four rooms apart. The same applies for the seating. There are tables everywhere, but you can not even see all of them, and there are so many corners and little nudges where there might be a table. Guests (including those in suites) are not assigned a table and are not accompanied to a table. All tables were taken. So, our breakfast experience started both days with 10-20 minutes of hunting for a table. The staff is so busy (and – sorry – disorganized) that tables are not usually cleared, but you'll have to sit at a "dirty" table and then flag down water to get the table set up. Some will rush to get you a plate and some cutlery. So you will see some tables set up beautifully, with water glasses, bottles, and a silver tray of pastries, while others will have the bare minimum. This apparently depends on the waiter's capacity and training in your section.||We usually had to ask for a lot of things that others had on their table, and we witnessed this with a lot of people in our section. The guy next to us ordered water. 20 min later, still no water. He reminds the wait staff. The water bottle comes. Then, the waiter realized the guest did not have a glass (which should have been set up when the table was set). He looks around – no glass at the service station and he doesn't seem to know where to get a glass from. He then opens one of the terrace doors and goes to one of the tables set up outside to grab a glass from one of the tables outside. This can not be a top-notch service procedure.||A couple of other examples:|- There is a beautiful juice bar. All juices are there except for – you guessed it – orange juice. You'll have to order it with the waiter, who is already overwhelmed and slow|- We had to ask to have cleared our empty plates every time|- The salad bar is in the middle of a seating section. You actually have to squeeze between people eating if you want a slice of tomato||The whole setup was chaotic and crowded, and the service was honestly bad – even though I have no doubt that everyone was trying their best. Many mid-tier hotels and even cheap chain restaurants (like The Cheesecake Factory – so efficient) manage a simple process like getting a clean, proper table so much better. This is far off, even for an average 5 star property.||We talked to Dimitri, one of the supervisors for the breakfast, and he acknowledged that the situation is not ideal but pointed out that the main challenge is that on the weekend, most guests only have breakfast after 9:30 am.||I don't understand how this can be a surprise for a hospitality brand like Jumeirah. Marsa Al Arab is a resort (not a city or business hotel), it's the weekend – of course people are not going to have breakfast at 7 am if it can be avoided. I'm not a hotel expert, but how do I know this and the people who planned the hotel didn't.||From what we saw, they need at least 30% more tables, but in the months since the hotel has been opened, there has been no solution (as far as I can tell). There are easy ways to fix this (more below).||Whenever we used the house keeping / room service it was really slow. We ordered ice cubes – it took half an hour (and actually 2 calls) for them to be delivered. While we were gone 3+ hours after breakfast and had the "make up room" light actively on, the room was not made upon our return after 3 pm. |For turndown service, the staff left little night sprays on our bed. While this is a cute gesture, the bottles were in little torn-up boxes, which felt like they went through dozens of hands or fell off a truck. It's not the end of the world, but it is something that absolutely does not feel premium.||We had a check-out at 2 pm. At 1:50 pm I called for the luggage to be picked up. At 2:03, we went downstairs for check-out and left the luggage outside the room. Check-out was a mess. Dozens of people were standing in the reception area. We approached the right counter since no one seemed to be there, but this is the concierge, while only the left counter is the actual reception (again, no signage). We had to wait approx. 10 min for an agent to be free. On the bill, there was an extra 900 AED charge for gin. While we have not touched the mini bar for anything other than coffee, this was surprising. While it was taken off, there was no explanation and maybe even an apology.||The receptionist told we would receive the final invoice by email. It is now 2 days later, and I still have not received said invoice. ||By the time we were outside, it was 2:25 pm – 35 minutes after I called for our luggage to be picked up in the room. Still, it was not picked up, and it took another 10 minutes to bring it down. The driveway was another mess with dozens of people arriving/departing for lunch, etc. I don't understand why this hotel wasn't planned with two entrances – one for hotel guests and one for dining guests.||Last thing: the Wi-Fi is slow and constantly drops. We had this on all devices and ultimately decided to switch off the Wi-Fi because it was so annoying (also something that every cheap hotel does better – sorry).||Jumeirah, here are a couple of things that don't cost a fortune but would make a huge difference:|- Ditch the "butler service" – while it's a nice marketing benefit, add 3 people to the regular guest service and make sure luggage and ice cubes don't take 30+ minutes|- Assign 3 people at breakfast who do nothing but set up clean tables and report back to the front desk which tables are available|- Add tables for breakfast – yes that might sound like a challenge but you have pavilions in the garden that have one wall closed (why just one?). Close them completely, add AC, and people can have breakfast there. Maybe even a tent option needs to be explored over the summer.|- Fix the Wi-Fi|- Put the damn orange juice where all the other juices are!|||So, in summary:|Is it a beautiful hotel – YES|Is the food great – YES|Is it an overall great experience – NO|Would I stay here again – sadly, NO|||While it is challenging to talk about "value" in the luxury segment (since it is about putting massive effort into some detail which might only have a small effect), I had to go back and saw that the "Ocean Deluxe Suite" we had, retails for 10k+ AED per night incl. all taxes and fees in most months. While we didn't spend that (I booked a special rate before the opening of the hotel and UAE resident rate), as a point of comparison, 10k gives you a 386 sq. m., two-bedroom Suite at the Waldorf Astoria on the Palm. Is the interior design quality the same? Probably not. But I promise you that you won't have to fight for a table at breakfast and find torn-up boxes...

Employees at the valet and entrance were visibly overwhelmed. But they welcomed me properly and took my bags.

Walking into the lobby felt like entering a mall food court during a weekend. People everywhere—families, strollers, groups loitering in front of the reception, guests and non guests alike roaming around, confused, waiting, sitting, crowding. It was loud, messy, and frankly beneath the image the hotel tries to sell.

From what I overheard, even the manager was laughing with some guests, joking that people only come here because they think the lobby café is an Hermès lounge. And they’re okay with it because it’s free marketing. That says a lot about their priorities.

At reception, things went downhill fast. The staff were friendly, yes, but totally untrained. The check-in process was unnecessarily long. The person handling my payment didn’t know the difference between a debit card and a credit card.

Let’s talk about the suite itself. Beautiful view absolutely breathtaking. You get a panoramic scene of Burj Al Arab from your living room, bedroom, and bathroom.

That’s the one thing this place does flawlessly. The bed was comfy, the layout spacious, and the bathroom though oddly larger than the bedroom was luxurious. And they were kind enough to give us a late check out the next day.

The hotel just opened and yet my suite had marble tables stained with old coffee marks, a stained sofa, scratched finishes on doors and cabinets, and a broken bathroom door.

This is supposed to be a suite. There’s no iPad or smart panel to control the room like you’d expect. Instead, there’s a tiny side control pad by the bed. Functional, but very barebones.

The balcony was a high point generous space, three different seating options, peaceful during the day.

AC is another disaster. We kept it running while we were out to come back to a cool room. Came back to a sauna instead. Called maintenance at 11 PM. Nobody showed up. Called again. Still nothing. Eventually spotted two random technicians in the hallway and asked them for help. They casually told me the AC automatically heats up when the room is empty to save electricity. No one mentioned that at check-in. And the reception never followed up no call, no check in, nothing.

We later needed a painkiller. Went to the reception. They had no clue what we were asking for. The language barrier made it worse.

Let’s talk “butler service.” There is a WhatsApp number to contact them. In theory, convenient. In practice? Useless. I requested some drinks, simply was told we don’t bave that, and didn’t even offer proper alternatives. Just some juices and soft drinks. That’s what a butler is limited to here.

Breakfast ends at 11 sharp. No flexibility. Room service won’t help you past that time. You can’t even order something as basic as an iced latte or matcha. For a place that positions itself as ultra luxurious, this is amateur at best.

Restaurants were a mixed bag: • Rialto (Italian): Excellent. Atmosphere, food, service—truly enjoyable. • Pan-Asian: Like eating in a mall. Bland menu, dull interiors, nothing worth recommending. • French Mediterranean: A disaster. Rude service, basic décor, undercooked food, and an embarrassingly limited menu.

And still, throughout my entire stay, the lobby remained packed. All hours of the day. You’re not paying for privacy here. You’re paying for the privilege of being in a luxury-themed crowd.

Checkout was another headache. The employee didn’t know how to finalize my bill. I suspect they charged me twice but didn’t have the energy to argue I just wanted out. She kept calling for assistance. No one seemed to know what they were doing.

In short: chaotic lobby, untrained staff, worn-out suite, below-average service, with a 10/10 view that’s carrying the whole place on its back. The management needs a reality check. This...

First Impressions:|Having stayed at all the other Madinat Jumeirah properties, my expectations for Marsa Al Arab were high — particularly given its positioning as a new flagship resort. Unfortunately, from the moment we arrived, the experience felt disjointed and underwhelming. While the architecture is undeniably striking and the interiors are impressively modern, the atmosphere is more exclusive and adult-oriented than welcoming or family-friendly. We checked in today and I have for another few days. I hope I will leave feeling excited about my stay and willingness to return back to the resort currently I feel that my next day in Dubai will be back at the Al Naseem.||Service: 2/5|Service was inconsistent and often clumsy. Staff frequently responded to basic hospitality questions with hesitation or unclear answers, often deflecting with “the hotel is still new.” This might be forgivable for a soft opening, but not at this price point. When we stayed at Al Naseem just months after its opening, it felt like a seasoned, smoothly run hotel. Marsa Al Arab does not meet that same standard.||Room: 2/5|The rooms are sleek but surprisingly compact for a luxury family resort. Storage space is limited, and the overall layout seems designed more with couples in mind. Despite its branding, the accommodations don’t comfortably support families. After multiple messages ahead of our stay reminding them that my son has a nut allergy I arrive in my room to a very lovely note but with a sweet treat with large hazelnuts on top filled with what tasted like hazelnut cream.||Dining & Facilities: 2/5|Although some outlets advertise themselves as child-friendly at certain times, the reality is quite different. Dining environments feel exclusive and formal — not relaxed or welcoming for younger guests. In contrast, Al Naseem’s restaurants are far better equipped to cater to families, with thoughtful menus and genuinely accommodating service.||Family-Friendliness: 1/5|This is where the biggest disconnect lies. Marsa Al Arab markets itself as a luxury family resort, but from facilities to service to dining, it’s clear the focus is on adults and couples. Families may find themselves feeling out of place or unwelcome in several areas of the hotel. Basic Hotel protocol is something I’ve become accustomed to when visiting (dubai) I want to see feels like it’s being run by newly qualified staff and it’s very subjective as to whether you get to interact with someone that has hospitality experience or is new to the business and that defines your experience. ||Value: 2/5|Given the price point and the anticipation surrounding this property, our experience was deeply disappointing. It feels more like a resort still finding its identity rather than one ready to deliver five-star hospitality. I came to this hotel knowing it was not going to be cheap and I was okay with that but when you price yourself at this level you have an expectation that the service will be in line with cost definitely not the case and it’s where my largest disappointment lies. Not the cost but the service that you receive.||Overall Experience:|Sorry, Jumeirah — while the concept of Marsa Al Arab is bold and architecturally beautiful, the execution lacks the warmth, polish, and family-focus that define the other Madinat Jumeirah hotels. We left feeling let down and regretful that we didn’t book the Al Naseem instead. We have another two nights here and I sincerely hope that we leave with a different feeling as the hotel has tons of potential but clearly not close to what it should be. We were provided with no basic orientation of where key areas of the hotel are what time breakfast is available any specific kids activities and facilities Simply shown to our room and made to find...