Mama Shelter Dubai — Hotel in Dubai

Stay Away – This Hotel Completely Ruined Our Holiday

I don’t even know where to begin. Our stay at Mama Shelter Dubai was one of the worst travel experiences we've ever had. This hotel single-handedly ruined our entire holiday. If you are thinking of booking here, please reconsider – unless you want your vacation to be filled with stress, lies, chaos, and zero rest or relaxation.

The staff are utterly incompetent, poorly trained, and completely uninterested in helping guests. Every time we raised a legitimate issue, we were met with shrugs, excuses, or flat-out lies. There was no resolution, no accountability, and certainly no hospitality. We spent hours of our precious holiday trying to deal with basic issues that should have been handled within minutes – instead, we were ignored or misled at every turn.

The noise levels were unbearable. It felt like we were trapped in a children’s theme park, not a hotel. Kids were screaming, running through hallways, banging on walls at 2am, and there was zero soundproofing in the rooms. We didn’t get a single good night's sleep. When we asked to change rooms, we were told the hotel was fully booked – a blatant lie, as we checked online and saw rooms clearly available. That kind of dishonesty is unacceptable.

The “four pools” they advertise? A joke. They were all overrun by screaming, unsupervised children, even in the supposed adults-only pool. We complained repeatedly, and the staff did nothing. The lifeguards just stood around watching the chaos unfold. There is no peace, no order, no control, and clearly no care given to any guests who aren’t traveling with toddlers.

The breakfast buffet was pure madness – a noisy, messy, overcrowded disaster that felt more like a school cafeteria at recess. It was impossible to enjoy a meal without being bumped into, shouted over, or overwhelmed by the sheer noise and disorganization. Again, kids were left to run wild with zero staff intervention.

The rooms were filthy with a lot of insects and flies everywhere. Ours was clearly not properly cleaned before check-in, and the housekeeping staff simply don’t come unless you chase them multiple times. When they do show up, it’s with zero care or thoroughness. This hotel has no standards, and clearly no pride in its appearance or service.

The online photos are completely misleading. What they present online is a carefully curated fantasy that has nothing to do with the nightmare you walk into. This place is a disaster, riding on style over substance and offering none of the basic standards any hotel should meet, let alone one in Dubai.

We were so horrified by the experience that we cut our stay short and paid out of pocket to move to another hotel, just so we could salvage what little remained of our trip. Honestly, it was devastating to have our long-awaited anniversary holiday ruined like this.

Mama Shelter Dubai should be ashamed of itself. They are selling an experience they absolutely do not deliver. Do not trust the pictures. Do not trust the promises. Do not trust the staff.

If you care at all about your comfort, your time, your sleep, or your sanity – stay far away from this place. I wouldn’t wish this...

• wife review *

I was extremely disappointed with my stay at Mama Shelter. There was no "hospitality" and appropriate service. Nothing worked and the staff was extremely unpleasant.

Checkin: check-in was extremely slow, maybe 45min. I have no idea why as I actually had done a "pre-check-in" online as requested by the hotel. I was with my 2 year old and waiting that long made it stressful.

While going to our room, my daughter was excited to run to her room. A staff slammed the door open into my daughter who was knocked to the floor, on her head and knee. That's a great start for a staycation. While the staff in question did not do it on purpose, they should be a little more careful when exiting the exit door. There are people walking in hallways and going to their room. I was shocked and we started the stay with my daughter injured, crying and in pain. Wonderful.

Rooms: the room was so small, dirty. Housekeeping never replaced the soap and instead put back the empty bottles in the shower . Dirty bathrobe was never replaced. The carpet was filthy. The rooms are so small, the shower is tucked away between the bed and the sink, it feels like a business budget hotel. Definitely not kid friendly despite the fun branding.

Room service: was really a disaster. I have allergies and diet requirements. While their menu says to "contact them to help with diet requirements and they will accommodate" they had zero options to fit others needs. Not even a simple steamed fish with grilled vegetables. The staff on the phone never understood my requests, pushed me into getting a drink for my daughter mentioning that it was included with the Kid's menu and instead charged me AED25 for the drink (which I of course returned and flagged to the team) . My special diet requirements were not punched (saw a screenshot that the manager showed me during my complaint). Instead of checking if I was fine with receiving the meal, they still sent it. If I had not triple checked, I would have had an allergic reaction. I raised a complaint, they said they would not charge me for the meal and in the end, they came back with the card machine :) The restaurant GM did invite us to make it up to come for lunch or dinner but honestly after so many bad experiences, I just wanted to avoid the staff as much as possible.

Pool: while every design detail could make it fun, the pool staff and waiters are absolutely killing the vibe. No one was helpful ever, no one smiled ever, no one cared. We waited 30min for a waiter to come attend our table (after asking him to come) and left. I had to chase for a menu. No one cared!

I had to take all of our suitcases down alone. No one ever helped.

No E/V car charging available.

I really regret staying there for what was supposed to be a fun staycation with my daughter. We stayed 4 days and 3 nights, way too long and I wish I could have checked...

From the moment I arrived in Dubai, Mama Shelter made me feel truly welcomed. I got in early, and Soe was incredibly friendly and kind, ensuring I could check in promptly. Although my room wasn’t ready yet, she kept me updated via WhatsApp, which was such a thoughtful touch. While I waited, I relaxed at the stunning rooftop pool, which was the perfect way to start my trip.

The bell boy was also amazing—super helpful and attentive. He made sure I could grab what I needed from my luggage before safely storing it while I explored Dubai. When I returned, Soe had already arranged for my bags to be sent up to my room, making the check-in process seamless and stress-free.

Later, I decided to try the Trattoria restaurant downstairs for aperitivo hour, and it was such great value for money—just the right amount of food for a solo traveler like me. The atmosphere was lively, yet cozy, making it a perfect spot to unwind.

That night, I had the best sleep ever in my room—so comfortable and peaceful. The next morning, I enjoyed breakfast at Mama’s Restaurant upstairs, where the staff were incredibly attentive. As someone who can’t drink regular milk, I appreciated how they went out of their way to make sure I had my specialty coffee with coconut milk. The variety of food was impressive, and I absolutely loved the stylish décor.

During my stay, I spent time at the Sky Pool, which was breathtaking. Mama Shelter offers so many fantastic amenities—from prompt in-room dining to a complimentary shuttle service to Kite Beach and Dubai Mall. They even have cinema nights featuring amazing classics and free in-room movies, which was such a nice touch.

The staff went above and beyond every single day. One night, I completely forgot about my Talabat order, and the kind gentleman at reception personally brought it up to my room—thank you again!

A special shout-out to Thalia at Mama Skin Spa, who gave me one of the best massages I’ve ever had. She worked out all the tension in my back, adjusting the pressure perfectly to what I needed. I slept like a baby afterward and felt completely refreshed.

This was my birthday trip, and although I came alone, I never felt alone. The exceptional service and warm hospitality made it unforgettable. From the friendly Sky Pool waiters, the kind and thoughtful housekeeping, to the staff who complimented my outfits as I headed out, to the thoughtful conversations I had at breakfast, every interaction made my stay extra special.

A massive thank you to you all - from me (Room 703)

If you’re traveling to Dubai, I highly recommend staying at Mama Shelter Dubai—it’s not just a hotel, it’s an...