Movenpick Al Mamzar — Hotel in Dubai

Hi there.

Please check and evaluate this property of Accor. Of all of the Accor properties I've stayed with, this is the worst and should not represent Accor. It does not share your qualities and values, very far from the wonderful attitude of Accor staff in which you pride yourself of, and not even close to customer care and treatment especially to your loyal Silver member.

Allow me to share my experience just a few moments earlier:

As I walk into the hotel door with my small luggage, the revolving door was not working since the glass is being wiped. The staff turned it manually for me. No one greeted me at the door even though a man in coat is standing by the door. Upon checking in at the "priority welcome" counter, I was met with this very cold and unfriendly lady who can't find my booking with my passport in her hands, even had to ask for a copy of my booking. I gladly handed it and she found it finally, no smiles, no warm chat, no nice welcome. My daughter, son and wife and baby was with me as they were dropping me off. As they want to see I am happy with my room, my daughter was asked for her ID. Despite her explaining that she will not stay 15mins, she will just drop me off, the reception staff still insisted on getting her ID. When she pursued asking why (as this is so odd and we never experienced this before from among your properties and other hotel brands), a guy named Shadad (introduced himself as a supervisor) stood up from the next counter and arrogantly spoke to hs asking my daughter "do you not have an ID?" He went on aggravating all of my family, speaking to us in an unbelievably arrogant tone, very demaning and belittling. I could not believe my ears as I keep on telling them that I am a Silver member of Accor and I expect respect. Nothing can stop this guy as he is so full of himself and speaking to us as if we are beggars and I did not pay for my stay. The entire conversation was apathetic and he even insulated me and my family a couple of times. My son did not want any trouble thus they all gave their IDs. My daughter gave her Saudi Iqama (Residence ID Card) and this guy took a photo of it using his mobile phone without even respectfully informing us prior. After this, my daughter asked him politely to kindly delete that photo on his phone after he transfers the information in their system to which he argued again and told us that he can't do that until I check out of my room. He even challenged us to call the police and at the same conversation as was shouting, he keeps on repeating "what are you nervous about?" As if hinting that my family and myself are a threat or are people involved in illegal acts. There was a heated exchanged as this guy Shadad did not want to act according to his job as a front desk representative but just want to arrogantly shout at us and would not even let me finish my sentence. Shadad would not even blink an eye no matter how much I ask him to treat me as what a Silver member deserves but nothing will stop this guy. Not even the sleeping baby that my daughter is carrying will stop this arrogant, apathetic, smug of a guy. He caused so much stress to me (I have a heart condition and even woke up my sleeping baby granddaughter). This is the point when we asked to meet his manager. A lady by the name of Wafa came after a short wait, she still insisted that the Saudi Iqama (Residence card) of my daughter is not acceptable in UAE. They did not offer any resolution except for telling us that she can't go to the lift. When my son asked whether a passport is acceptable, that is when she asked for my daughter's passport. We voiced our frustration and shock about the behavior of Shadad. Although she spoke calmer than Shadad, one phrase frightened me - she told us that he is her best employee. What a shock! I openly told her that I feel unsafe and wanted to withdraw my booking and payment to which she refused.

A very important concerning part of the hotel also is physical state of the hotel and the quality of housekeeping. The restroom in the lobby (which is usually the grandest restroom in the hotel) is poorly maintained and is worse than a shack. All of the hand soap dispensers does not have soap in it and the faucet handle is broken. There was also no provision for the hand towel. The floor and toilet is grimming with dirt adding to the fact that it was smelling of urine and manure. There was even a poo stain left in the toilet. It was unbelievably morbid. I am so shocked, I thought I am not at an Accor property. The lobby to my room is also horribly smelling. You will feel dirty just by walking the corridor to your room. The room is sooo much outdated, poorly lit and the toilet is not up to the cleanliness that you would expect an Accor property. It is very far from the photos on the app when I booked the property.

To summarize, The hotel front desk team are poorly trained and unknowledgeable about the different IDs and what they need to do in case of being presented one by a guest.

The hotel policy about copying the IDs of a visiting guest should be reviewed. When it is just a drop-off, this policy should not apply.

The front desk team (all of them except Mildred) all exhibited an arrogant, cold, unwelcoming and apathetic attitude. This should be reviewed and this team should be relieved of their duties. They could be sent to the back of the house if they are not happy welcoming guests in the front desk.

Shadad, a hostile, outrageously arrogant, egotistic smug should be relieved of his duty. We also saw him shouting at other guests before he did it to us. He has been doing this to their hotel guests for sometime thus he is so comfortable in doing it that he no longer sees what is wrong with it.

The front desk manager, Wafa should also be reviewed. The fact that she compromised and inisisted that he is her best employee is very concerning. That would equally mean that all of the employee in that place is worse (and more hostile) than Shadad. No wonder we did not see any smile among all of the front desk team (except for Mildred who came later when we left the hotel after bringing my luggage to my room).

The front desk team should be retrained about your Accor program, what the ALL members achieve in order to get into a specific status (Silver, in my case), on how to properly welcome us too. It does not seem that they understand this. They need to be trained again and evaluated.

The hotel should be personally visited by your evaluating staff. The facility and cleanliness of the hotel should definitely be improved. It is so shameful for this hotel to even be representing Accor. Movenpick used to be a wonderful hotel name to me (I love their Bahrain hotel) but this one does not deserve the name. Believe me, see for yourself and you too will be utterly embarassed. It is not even comparable to a 2 star hotel. It is THE WORST.

I am a 71 year old man and I wish peace and quiet. All of my travel and stay in Accor (and other brands) are for leisure and being met with this kind of team is my very first in all my life, and very unbecoming of an Accor property. My quick trip to Dubai is to visit my sons and daughters who are living there.

Appreciate you sincerely and fairly looking at this matter and my request.

Please forward this email to the hotel's top management team as they also need...

Pathetic pathetic pathetic place. And rudest management ever. I was shifted to two different rooms and both had bed bugs. I even recorded it. I have a 6 months old baby and bed bugs bit him thats how i found them. I was horrified. The place was so dirty. I initially booked it for 14 nights but hardly stayed for 5 days and rushed to move out. I even raised a complaint in Dubai municipality. Horrific experience. Worst ever

Dear Manager,

I’m writing to formally request my refund and compensation as directed in the Department of Economy & Tourism (DET) Solution Letter No. SOL-25-16754 regarding my complaint about bed bugs in your property.

Booking/Stay details

Property: Movenpick Hotel Apartments, Al Mamzar

Guest name: Ayesha Hassan

Check-in date: 9 September 2025

Rooms involved: #424 (initial), later moved to #501

Reason for complaint: Bed bug infestation causing harm and forcing me to vacate and move to another hotel. My 6-month-old baby was bitten, and I also incurred hospital expenses.

DET Decision & Required Action

As per the Solution Letter, I am entitled to:

Refund for the unused nights that I could not stay due to the issue; and

Compensation for the additional expenses I incurred, including:

Alternative hotel charges AED 3000

I’ve attached the DET Solution Letter (SOL-25-16754) and all supporting documents (invoices, receipts, videos/photos).

Please confirm in writing within 7 working days that the refund and compensation will be processed, and advise the payment method and timeline. If you prefer bank transfer, I can share my IBAN immediately.

If this is not resolved within 7 working days from this email, I will follow up with the Consumer Protection Department (DET) as advised in their letter.

Thank you for your cooperation, and I look forward to your prompt...

Exceptional Hospitality and Service at Mövenpick Hotel

I had a truly outstanding experience during my stay at Mövenpick Hotel, and I’d like to especially recognize Ms. Wafae and Mr. Kerlos for their continuous efforts to maintain the highest level of service quality. Their dedication and attention to detail were clear throughout my visit, and they played a key role in making my stay as comfortable and pleasant as possible.

From the moment I arrived, the hospitality was exceptional—from the security guard who welcomed me with a smile, to the receptionist who handled check-in smoothly, and the bellman and housekeeping staff who were consistently courteous and efficient. One of the highlights of my stay was the fast response of the maintenance team, who promptly addressed any requests, followed up by the front desk to ensure everything met my expectations.

What stood out most was how the team genuinely listened to my feedback and acted on it to enhance the service to better meet my needs—a true example of guest-centered hospitality.

The hotel amenities are excellent. The pool and gym are clean, well-maintained, and spacious, offering a great way to relax or stay fit. The underground garage provides secure and convenient parking. The location is also ideal—perfectly situated between Sharjah and Dubai Airports, which made travel logistics very easy.

The rooms are well-equipped, featuring a washing machine, fridge, and hot range, making them perfect for both short and extended stays. However, I would suggest updating the pillows, as they were the only minor detail that didn’t match the otherwise excellent room comfort.

Overall, I highly recommend Mövenpick Hotel for anyone looking for comfort, convenience, and a genuinely warm welcome. I look forward...