Knight Castle Hotel — Hotel in Dubai

I checked in the hotel at late night to see there was only one lady receptionist, Ms Youn, at the counter attending to an Indian couple. We stood behind them in queue. The couple registration took so long that I decided to move forward to see a stack of pamphlets on the dining arrangements in the hotel for Ramadhan. At this juncture, Ms Youn sharply told me to have a sit without politely saying “Excuse me, please have a sit first.” I then acknowledged her instruction and said okay. I then took a piece of the pamphlet and brought it to my wife who was already seated at the vacant guest relations counter. I told my wife that the suhoor arrangement is in-room dining which was fine she responded. ||Finally the couple registration was done and it was my turn then. I provided Ms Youn with our IDs and told her that I had booked through Agoda platform. She asked me by what name that I registered and asked me if I booked the hotel personally. This was asked repeatedly and at this juncture I was starting to feel agitated. ||She then started the registration and assigned a room, 523. I enquired if there was a higher floor which she initially responded sharply with a “No” answer. When I responded no higher floor then she replied that with a “No” and later said yes but with twin beds but not King sized bed. She then handed over the key cards and said it was done. I then asked her about the breakfast arrangement as I did opted for room with breakfast. I specifically told her requesting to know about the suhoor timing. She then said she would check if my room came with breakfast. After checking the system, she told us that the suhoor timing was from 2 am to 4 am at the restaurant, pointing towards the direction of the restaurant opposite the reception. This contradicted what was stipulated in the pamphlet and I raised that to Ms Youn. Sternly she responded that pamphlet information was wrong. She said suhoor will be served at the restaurant and not in-room dining as stated in the pamphlet. I then told why avail wrong information on the pamphlet. Speechless, she just looked at me. ||I woke up at 3 am and got ready to go to the restaurant at the lobby for my suhoor. To my surprise, the restaurant was dark and it gave me the impression like the suhoor time was already over. I went to the reception counter to enquire, this time a male staff. He told me to wait and called the restaurant instead of informing me that the suhoor will be in-room dining. Finally the Restaurant Manager, Mr Ahmed, appeared at the restaurant and told us that the suhoor will be sent to my room. I told him that the receptionist, Ms Youn, told us that suhoor would be served at the restaurant. Mr Ahmed corrected and pointed to the pamphlet. However, he was not only nice but very professional and told us that since we were already down, he would serve us in the restaurant. That was the least he could do to rectify the matter noticing I was very angry. Mr Ahmed was calm and invited me and my wife to sit in the restaurant and switched on the lights. ||Though Mr Ahmed managed us nicely, however my experience at the hotel had already been damaged by Ms Youn incompetency and attitude. ||I wonder why did the hotel deployed an incompetent staff alone at the front desk. If she is an intern, therefore she should not be deployed alone without...

I’ve sent email and now I’m writing this to share my deep dissatisfaction and concern regarding the poor level of service and serious issues I encountered during the recent stay of my friends at your hotel.

As a guest who booked multiple rooms through MakeMyTrip, We were appalled by the rudeness and unprofessional behavior displayed by your front office staff. Considering Knight Castle Hotel's reputation, this behavior is wholly unacceptable and has significantly marred our experience.

Specifically, my grievances are as follows:

Rude Behavior by Front Office Staff: Upon our arrival, the front office staff were extremely discourteous, uncooperative, and unprofessional. This hostile reception was both shocking and disappointing. Proper customer service training is evidently lacking.

Triple Occupancy Booking Declined: Sajid Patel had secured a booking for a triple occupancy room through MakeMyTrip, which was abruptly declined without a satisfying explanation or adequate resolution. This caused significant inconvenience and frustration.

Incorrect Room Assignment: Notably, Rameez Sheikh had booked a Junior Suite, yet he was unjustly given a standard room instead. This downgrade is unacceptable and conflicts directly with the terms of the reservation made through an established booking platform.

Dirty Rooms: Upon checking into the rooms, it was highly disconcerting to find them in a state of disarray and uncleanliness. This oversight in maintaining hygiene standards is both concerning and unacceptable in a hospitality setting that prides itself on excellence.

Due to these severe issues, I am left with no choice but to consider escalating this matter to the Department of Tourism and Commerce Marketing (DTCM). I am hopeful you will address these concerns promptly to prevent such incidents from occurring in the future.

I request that you provide an immediate explanation and a suitable form of compensation for the inconveniences afforded to myself and my companions during our stay. Please find attached confirmations of booking.

Please treat this matter with the urgency and seriousness it deserves. I look forward to your...

We booked the Hamra Ballroom at this hotel for a get-together on the night of January 25th, and it turned out to be a poor decision.

I arrived at the ballroom one and a half hours early to check on the preparations, only to find the venue in a complete mess. There were small pieces of litter scattered across the hall, and the entire place looked untidy. I raised the issue with the ballroom manager, and while the hall was vacuumed afterward, such basic cleanliness should have been addressed long before the event.

During the event, we faced numerous technical glitches. Several power sockets were not working, the Wi-Fi was extremely slow (to the point we couldn’t even play the UAE national anthem on YouTube), the sound system malfunctioned, and the lighting was subpar.

Adding to the disappointment, I ordered a cappuccino before the event began, which cost AED 20 but was served in a disposable paper cup. The taste was below average and it felt unacceptable to charge such a high price for something so poorly presented.

The buffet experience was equally disappointing. While the salad corner was good, the rest of the food was below expectations: • Salad: Great • Biryani: Tasteless and bland • Kebabs: Tasteless, hard, cold and Pre-made and dumped in the buffet, rather than prepared in batches • Fish: Average taste • Noodles: Average taste • Beef: Below average • Chicken: Dry and hard • Chapati/Paratha: Pre-made and dumped in the buffet, rather than prepared in batches

Additionally, there were no candle food warmers placed under any of the dishes, leaving the food cold.

Overall, the entire experience was far from satisfactory. I strongly advise against booking this ballroom for your events, as it could completely...