Mövenpick Jumeirah Lakes Towers — Hotel in Dubai

My dear friend Mr. Guillermo Salvatori,

During my recent stay at Mövenpick Jumeirah Lake Tower, Dubai, I unfortunately encountered a series of service shortcomings that I feel compelled to share as a Diamond Member of Accor Group.

Here is how my stay unfolded:

I made two separate reservations via third-party platforms, and in both cases I clearly included the guest name Henry Satya in the remarks. Despite this, the reservation department refused to apply the notes provided, insisting the issue lay with the third-party. With respect, is this truly the standard of service for a renowned hotel brand like Mövenpick? In my experience with Mövenpick properties outside the UAE, such issues never occurred, as “remarks” or “notes” were always respected and implemented.

Upon arrival, I was asked to wait over two hours at reception for a room to be ready, unless I accepted a room type I did not request. I chose to remain patient, but when I finally entered the room, I found:

The TV “in service / under maintenance”

Missing basic amenities such as toothbrushes

Dust in certain corners of the room

On a positive note, I must highlight the excellent service of Ms. Ishani from housekeeping, who kindly approached me, asked if I needed anything, and arranged everything within 5 minutes. Her professionalism stood out amid the challenges I faced.

I would also like to sincerely acknowledge Ms. Tanvi, Mr. Pravinder, Mr. Elyias, Ms. Helen and Ms. Zipporah from Guest Services, whose professional and warm handling of my case, along with her thoughtful follow-up on how my stay was progressing, truly helped me to remain steady and feel supported. Her dedication reflects the level of service that should represent the Mövenpick brand.

In my humble opinion, the core issue lies in cross-department communication, which seems not to be effectively implemented. I truly hope you, as General Manager, will take this feedback constructively to strengthen training and enhance guest experiences at this property.

As a final remark, I regret to say that I cannot in good faith recommend this hotel to my business partners or friends until I see improvements aligned with the standards Accor is globally known for.

Respectfully, Henry Satya Accor...

Title: A Disheartening Experience at Mövenpick Jumeirah Lake Tower Hotel

Rating: 1/10

I recently had the unfortunate experience of staying at Mövenpick Jumeirah Lake Tower Hotel in Dubai, and I must say that it was far from satisfactory. From the very moment I entered the elevator to go to my room, my stay was marred by an incident that left me deeply disappointed.

To my dismay, within the first minute of entering the elevator, my laptop was accidentally damaged, along with the memory card inside it. While the hotel promptly provided me with a replacement memory card, I was left disheartened by their lack of assistance in addressing the damage to the exterior of my laptop.

As a professional reviewer, I understand that accidents can happen. However, the mishandling of guests' belongings, particularly a valuable possession like a laptop, is completely unacceptable. It is disconcerting that such an incident occurred during the initial moments of my stay, raising concerns about the hotel's commitment to guest safety and well-being.

Although I am grateful that the data on my laptop remained intact and that my bitcoin wallet was secure, the lack of accountability and genuine concern displayed by the staff regarding the damage to my laptop was disappointing. Beyond the replacement of the memory card, no further assistance or resolution was provided, leaving me feeling unsupported and disregarded.

Regrettably, as a result of this experience, I cannot recommend Mövenpick Jumeirah Lake Tower Hotel to others, and I personally would not consider returning. The mishandling of guests' belongings, coupled with the inadequate response to the incident, has left a lasting negative impression.

I sincerely hope that Mövenpick Jumeirah Lake Tower Hotel takes this feedback seriously and implements measures to prevent similar incidents in the future. Guests deserve to feel safe and valued during their stay, and it is crucial for hotels to prioritize the protection and well-being of their guests' belongings.

Yours...

I would like to thank Mohammed Salah, Ali, Rapu, Eliyas and the whole team for such a beautiful and high class honeymoon experience.

They understood our requests, went above and beyond and really made us feel special. I wanted to surprise my wife with some honeymoon decorations and the whole team took this very seriously and they made it look amazing.

We were welcomed by the team and they helped take our bags to our room and surprised my wife, she was lost for words, it was amazing! They also gave us a Happy honeymoon cake to welcome us, carried our bags to our room and made us feel special.

Then a few days later it was my wife’s birthday, they surprised her again with another cake and wished her happy birthday, which was very nice.

Everyday was like a dream, we had valet parking, the beds and pillows are very comfy, air conditioning with smart room status system built in which you can put on do not disturb and control the balcony light from, also the ensuite was high class and I had the best sleep in a very long time, we also had a balcony with a balcony light with a lake view and it was Beautiful.

The staff came everyday to service our room and top up our complimentary water and toiletries which include eco friendly plastic free toothbrushes, shaving kits and vanity kits. Whatever request we had were immediately addressed at any time by the team, even when I needed a Plier to fix my suitcase at 9pm.

We were really in a 5 star hotel living the dream! I would 100% recommend this hotel. It’s a stone throw from the JBR and Dubai marina area with restaurants, pharmacies and shops at the door step. We already miss the hotel and staff. See...