Shangri-La Dubai — Hotel in Dubai

I travel to Dubai three times a year for business and pleasure. This is the first time i booked Shangri-la, a hotel out of my comfort zone and I was not disappointed. I had booked four Horizon rooms (i will come to the Horizon later), The rooms are large and have breath taking view of Downtown and Burj. My room was upgraded which i appreciate. The suite was huge. The bathroom was massive with designer toiletries and had everything one could ask for in terms of spare toiletries. There was a walk in shower and a deep relaxing tub. The floor to ceiling windows allowed a great view of Sheik Zayed Rd ,Burj and surrounding areas. The bed was super comfortable. we had a great nights sleep each night and woke up feeling rejuvenated.

Breakfast is an event at Shangri-la. we were stunt by the sheer volume and variety of the breakfast fare. what a spread. It was  literary a smorgasbord! if you want your eggs done a certain way, no problem whatsoever. The hot items were changed almost daily on the menu. Juices, smoothies, pancake, waffles, salad, tropical fresh fruits, Pho,noodle, variety of cheese, pastries, Masala Dosa,Paratha etc. etc. etc. .There was never a shortage of tables and the service people greeted everyone one with a warm smile and made sure your day got off with an amazing start. A special request was delivered to your table by the Chef and which was a nice touch! Thank you Maria,Sean,Anna,Oma and Sarat .GREAT JOB GUYS!!

The hotel has a place called Balcony Bar where you can relax and have a refreshing drink. We came across an amazing staff who was at the the bar and at the breakfast. What a committed staff ! It is so good to see when people care about the guest comfort. That tells you the character of the brand that you are staying at that it is a premium hotel. Thank you Vishvi from all of us ! you are definitely an asset to the brand.

And of course Olga, You are greeted by her smile every time you walk thru the lobby. It really warms you up and makes you feel welcome! Keep smiling Olga and thank you!

Now to my favorite place in the hotel,The Horizon club! i recommend guest to book Horizon room, its worth every penny.

Everything was great about this hotel, Fully equipped gym, Both Pools, Horizon and main Pool, but the Horizon Club lounge was at a whole different level, it was basically our hang out place and to hit the Chill button. We didn't feel the club was part of the hotel as the staff At the club Lounge, they really knew how to take care of their guests. It was flawless with wide variety of food choices and Immaculate service. They make you feel like you are in your own living room at home, the only difference was you didn't have to serve yourself. Even if i didn't have time to go to the lounge i would force myself to go so that i can say 'hi' to the gang as i would miss their welcoming and genuine smile. Our special thanks to Erica,Kathy and Janet and not to forget the guys i don't recall their names.

As an owner of multiple businesses, I clearly understand the commitment to customer service which can only be achieved if there is a strong and unconditional leadership from Top management whose presence was clearly visible during our stay, watch them scouting the Hotel ground. This quality is missing in most hotels where Upper management who most of the time are bunkered in their office. It is very clearly evident that the staff at this hotel are highly trained because every single person we encountered smiled broadly and genuinely, showed a vested interest in you. You immediately feel that the staff mirrors the management's commitment to delivering outstanding customer service and you fall in love with the hotel. Did I say, they make you feel at home ! and this type of culture can only come from upper management. Shout out to the Shangri-la management for running a tight battleship. Thank you to each and every staff staff who touched us during our stay. Bless you all, stay safe and...

My family and I had the worst experience at any hotel in our lives here. We had an engagement ring in our room, by the time we got to Switzerland and went to do the proposal, we realised that the ring was missing. The ring was in our carry on for all our flights and our bags had no holes in them and our bags were with us for all our travels apart from when we left it in our room at the Shangri-La. We frantically called the hotel and asked if they had it there, we gave them the room number and they said they would go search the room (This is 3 days after our departure so they would’ve surely found it by now). The workers told us that they couldn’t find it and that they would write down that we’ve called and ring us back if they find it. Around 10 days after this, I write a formal complaint to the hotel stating that I believe our ring was stolen from the hotel room. They now reply that they’ve found it. They didn’t contact any members of our party to inform us and they also say that they have no record of our call. After telling us they could ship it back to Australia for $800AED I asked if someone could bring it to the airport. They said that would cost us $200AED in taxis so of course we chose to do that. All the while I am asking them why no contact was made, what their policy is on lost and found items, who found it and when etc. And they are completely ignoring my questions. They even ignored my email for another week or so then when I sent a follow up they replied that they had ‘technical issues’ however they still received all the relevant information that they had asked for which was in that email. We get to the airport to pickup the ring and I ask for the taxi receipt from the worker. He gave me a receipt for $26AED, obviously they didn’t need $200AED for a return trip either. Once we finally got the ring back, we find the brand new, never worn before ring, has a big scratch in the gold and a bunch of tiny scratches in it. I inform the hotel of this and ask them again for the information I have asked for. They AGAIN ignore my questions and respond that they are glad we’ve got the ring back. They have now not replied to my last email for over 10 days. Absolutely horrible and dodgy service on their part. Clearly something has happened that they are not telling us about. We searched the room up and down to make sure we’d packed everything before we left (5 times each). Nobody else has access to our room other than staff. I do not recommend staying here, if you have to I would keep all your jewellery on your person for the entirety...

This was my very first trip to Dubai, and as a father travelling with my daughter, I looked forward to creating special memories in this iconic city. Our stay at Shangri-La Dubai elevated our journey beyond what I ever imagined—it truly felt like coming home, echoing the warmth I’ve come to love as a Shangri-La Circle member.

From the start, Ms Sheila at the front desk welcomed us with genuine hospitality. She guided us through an efficient check-in, even arranging an early check-in and a complimentary room upgrade—a gesture that immediately set the tone for an exceptional stay. Her attentiveness and professionalism continued throughout our visit. When I needed a room change due to nearby noise, Ms Sheila handled my concerns with empathy and efficiency, ensuring we were comfortable and our holiday remained restful. Her personal follow-through meant so much.

Our room was immaculate, with breathtaking views and thoughtful amenities—every detail showcased the hotel’s commitment to guest satisfaction. Throughout the property, every member of staff we encountered greeted us with a smile, from the entrance to the gym, the pool, and the lift lobby. My daughter and I genuinely felt cared for at every turn.

Special appreciation goes to Mr Danilo, F&B Operations Manager, who engaged us warmly over breakfast, and to Mr Mohit, who made each mealtime a pleasure with his friendly conversation and attentive service. Ms Gina’s radiant smile and dedication to ensuring guests felt welcome at the Dunes Cafe was a daily highlight.

A heartfelt thank you to Mr Assem Moustafa Amin, Director of Rooms, for the personal, handwritten note and his offer of assistance—this thoughtful gesture made us feel not just like guests, but truly valued.

Upon check-out, we were also received by the Duty Manager, Mr Ahmed Abdelazem who personally offered his contact and service the next time we visit Dubai again.

Shangri-La Dubai has restored and deepened my faith in the Shangri-La brand. The service I received here not only met but far exceeded what I have experienced at other properties. The entire team’s professionalism, kindness, and care have created memories my daughter and I will cherish forever.

Thank you once again to everyone at Shangri-La Dubai for making us feel so welcome and at home. Your team’s dedication, warmth, and outstanding service deserve every accolade. Wishing you continued success—you have set a new standard for hospitality, and we look forward to returning one day with only fond memories...