Legoland® Dubai — Hotel in Dubai

If I could only rate customer service, I’d give it 0/5. This hotel ruined our vacation, our holiday and my son’s memories of being at Lego Land as part of his 6th birthday wishlist. As a parent we always try to fulfill our kids dreams and wishlist ,this dream ended up to be the worst hotel experience of our life! On our check out morning my son’s shoes went missing from the soft play area located in the lobby. I went to the check out desk to inform them about our situation ( to which their response was its not our job ask security for help) . I informed them that we will be checking out soon but need the shoes as we cant leave without our only pair of shoes we had . I spoke to the security to help us to check the cameras and to guest services who provided us with hotel slipper only upon MY request, as my son was bare foot and its unhygienic. The staff in the lobby were very unhelpful trying locate them, I had to personally search by the pool, kids club and buffet area and all around the lobby. I finally found the child who mistakenly took my son’s slippers and managed to get them back myself. So we headed up to our room to finish packing some personal belongings I had left hanging up to dry and toiletries which I had left out as well as our passports, apple watches, ipads and chargers. By this time our room key was disabled so I asked housekeeping to open our room door and to my SURPRISE AND UTTER SHOCK the room had been emptied, ALL our belongings and personal items and PASSPORTS were missing. The room had been turned around for the next guest!!!!! I went back to the operations manager on duty Mr.Mohamed Khan (who was aware of our shoe situation and was not helpful with my first situation with my son shoes) we managed to locate my luggage in the luggage storage room. He then called in the bell boy who was sent to our room WITHOUT my request or consent ,who had packed our personal belongings and passports and all our watches and devices to explain to me where he packed our items . Mr.Khan then asked me to open my cases in the store room to which I refused and requested a room as I felt it was not appropriate nor respectful for him to expect me to unpack in front of these two strangers and go through all my personal belongings on the floor. I requested for my bags to be sent back to my room to find most importantly OUR PASSPORTS. Mr.Khan escorted us and mentioned he will wait outside the room while I locate and repack 3 bags and the only compensation for a stranger packing our belongings , being kicked out of our room and wasting our time and handling personal belongs and passports was two bags worth 15 dirham ($4) each of lego for-my kids.. Upon departing the hotel the kids also came to find that the souvenir popcorn buckets that was still full of popcorn that they had purchased in the park had been missing and probably thrown out by the bell boy and housekeeping who turned the room around for the new guests checking in. Of my 40 years traveling all over the world , I have NEVER encountered such hospitality . Hotels have our credit cards during our stay to which they could of charged me for an extra night , call the guests and inform them they passed the check out time , not invade my privacy and touch my personal belongings . Adding to the terrible experience the hotel food breakfast and dinner buffet was so bland boring and tasteless and refills took forever that both my kids barely ate for 3 days and survived on snacks and popcorn. In efforts to make up for the situation, for a mother traveling with 2 kids under 10, the operations manager approaches us upon our departure to apologize and offers my kids $4 legos each ! I told him as a guest I feel robbed, but the Mr.Khan the manager simply kept saying he was sorry, and just nodding his head without any interest in our situation. Simply, the worst hotel experience ever with no compensation being...

I am writing to express my extreme disappointment and frustration with the experience my family and I had at Lego Land Water Park Dubai on 29/05/2023 I believe it is essential to bring to your attention the series of unfortunate incidents that occurred during our visit, which left us feeling disheartened and disrespected.

First and foremost, upon arriving at the park, we encountered confusion and a lack of clear directions on how to access the water park. We spent approximately 30 minutes being directed by different workers to various locations, which significantly delayed our entry into the park. This initial confusion set a negative tone for the rest of our visit.

Upon entering the water park, we discovered that the ride we specifically came for was closed without any prior notification. This was highly disappointing, especially considering the anticipation my disabled child had for that particular attraction. Furthermore, due to height restrictions, my disabled child was unable to participate in the majority of the other slides. When we requested that he be allowed to accompany an adult, the staff members not only refused but also mocked us, laughing in our faces. This behavior was unprofessional and deeply hurtful, especially considering the park was made aware of my child's disability.

To add to our already distressing experience, as we were leaving the park at 6 PM, we approached the shuttle expecting to utilize its service. As I went ahead to speak to the driver, explaining our situation and presenting my child's disabled card, the rest of my family, including my son, who struggles with mobility, followed behind. To my shock, I was informed that we had to walk, despite my explanations of our mobility challenges. The staff members were dismissive and suggested we hire a shuttle taxi at our own expense, which I found to be absurd and insensitive. As the shuttle drove off, leaving us behind, I was left with no choice but to carry my exhausted and distressed son on my back while navigating the long walk back to the exit.

During this encounter, I attempted to gather the name of the driver, who refused to provide it. As I persisted, he displayed an unacceptable gesture, putting his middle finger up in the car park. I managed to capture a photograph of him in the act to document this disrespectful behavior. This conduct from a representative of Lego Land Water Park Dubai is appalling and completely undermines the values and standards I expected from your establishment.

I would like to bring to your attention the lack of empathy, respect, and professionalism exhibited by your staff members, both in their treatment of my disabled child and in their dismissive attitude towards our genuine concerns. Such behavior is not only unacceptable but also creates an environment that is unwelcoming and harmful to your customers.

I have tried to email customer experience several times from the date of this incident and they have not...

The attention to detail at Legoland as a whole (Hotel, WaterPark, ThemePark) is something to admire. Hotel- The rooms are a bit small but make up for it with character and having a mini treasure hunt in the room with nice prizes really makes kids happy. Kids activities were ok however more could’ve been done for the movie night to make it fun as kids were literally placed in a room with uncomfortable chairs and a movie was put on for them no popcorn or treats or any fanfare.

Water Park - Plenty sun beds, umbrellas and food outlets. The roaming photographer is a nice touch and he takes fantastic pics especially in the water but a few years ago Atlantis had these underwater cameras people bought and you could take your own pics and they were brilliant surely this is an idea to consider. The wave pool is usually supposed to be the main attraction but it was empty perhaps because the water is cold and also for South African visitors who know what a wave pool is having gone to Valley of the Waves at Sun City will be left disappointed with this wave pool but on the plus side there’s plenty lifeguards onsite. Lazy river is unique with all the Lego pieces floating around keeps the little ones occupied and the special piece at certain times of the days wins you a prize. The slides are really fun for the thrill seekers but there should be more signage placed to direct visitors and perhaps some video displays at the entrance showcasing the fun of the slides. Kids activities were ok with the boat building competition being the only real activity and more can be done to drive interest from visitors to participate.

ThemePark- One of the most unique theme parks ever visited. The attention to detail is incredible and the rides are some of the best anywhere in the world like the Submarine ride and Dragon Coaster. The layout of the park is perfect and not confusing with Lego mini-land being the focal point and being able to go from one area to the next seamlessly. Only 2 sit-down food outlets were disappointing and more options need to be included with more of a Lego theme.

Mini-land- The best way to describe it is WOW.. So much creativity in one place with most of them being interactive.

The Big Shop- Very disappointing by only 3 LegoLand exclusive sets that were available. Visitors want to take back an exclusive LegoLand set as a souvenir for family and friends or even to remember the place so this may be something...