SLS Dubai Hotel & Residences — Hotel in Dubai

I had a very bad experience with SLS hotel that I will never repeat it again, first of all when I reach the hotel to make check in I have been waiting for not less than 30 minutes to finalized it, when I reach to the receptionists I remind her that I have sent early email to the hotel requesting to prepare a simple decoration in the room and provide a complementary small cake since we are coming to celebrate my husband birthday also I have requested to make sure that the room provided should be far away from the construction work since I saw some reviews regarding this concern, the receptionist replied to me that this is subjected to room availability during check in and the day which we checked in the hotel was fully occupied as per her information to us so she has advised us to stick to the booked room for now and on the second day they will be providing us with a nice room I was reminding her that please make a proper arrangement to make it memorable to both of us , when we went down the second day I went back to the receptionist requesting again the room and they replied to me that the room will not be available till 2:00 pm, when we come back they have provide us with the room with no decorations or even small plate of fruits if the cake was expensive to them, I was shocked and I couldn’t talk in front of my husband since it was a surprise and nothing of my plan was made they have destroyed all the plan Also to let you know when we went for breakfast my husband requested for boiled egg and when we went to the buffet to grab some we have notice the the production date was on September and the expired date was on December keeping in consideration we are in November month so this mean it is a short expiration, we have informed the restaurant manager that this is not acceptable for 5 star hotel to keep a product with short expiration period especially it is egg and when my husband open the egg it was really in bad condition and so smelly that he couldn’t eat I got some pictures if you would like me to share it with you, please let me know I have raised all my complain to the restaurant supervisor which noted down all my comments and she told me that she will raise it up for the hotel manager when we are about to do check out , no one even come to apologies for what happened on this stage I have requested to contact the manager since I want to raise up all my complains to him , he came to me and listen to all my complains and provide me with his business card with no more serious actions I am frankly saying I wouldn’t come back to this hotel and I wouldn’t recommend it for any of my friend or relative Also I would like to raise that the housekeeping service is very bad and slow to request for small thing it will take from 10 to 15 min to reach also during my two nights stay they didn’t clean our room even though the first day we left the room at 8:15 and come back around 1:30pm and the do not disturb sign was not pressed, the room left dirty and no one come and clean it I am here writing to sticky requesting a refund for my stay with you since it was a bad experience that will never...

‏Subject: Feedback on My Stay – Serious Air Conditioning Issues and Service Delays

‏Dear SLS Hotel Management,

‏I would like to share my recent experience during my stay at your hotel on July 11, 2025, under the names Mansour Alameri and Abdulla Alameri, in rooms 6723 and 6730 on the 67th floor.

‏Unfortunately, our stay was far from the standards expected from a 5-star hotel, especially one with such a reputation. The air conditioning in both our rooms was extremely poor — the rooms were unbearably hot, like a sauna. Despite contacting the hotel while I was still outside and requesting that the A/C be checked, I returned to find no action had been taken. The room remained extremely uncomfortable.

‏We were promised a room change, and after moving to another room on the same floor, the same issue persisted. In fact, we even checked another room booked under a separate reservation, and it had the exact same A/C problem. It was very disappointing to realize that this issue was not isolated to our rooms.

‏After hours of waiting and going through two different rooms, we were finally given a room on a different floor around 3:30 AM — over four hours after our initial complaint at 1:00 AM. Although the hotel offered us an upgrade, it came far too late in the night to be of any real benefit. We were already exhausted and ended up sleeping very late. Even the delivery of our luggage was extremely delayed.

‏Furthermore, the “upgraded” room lacked a bathtub, which was present in my original, older room. While this is not a major issue for me personally, the air conditioning and the overall handling of the situation were simply unacceptable.

‏When I raised these concerns with the hotel staff, I was told the matter would be referred to management and engineering. I was also promised a “very nice room” for my next stay. However, I can’t help but wonder — is this just something you tell guests to ease their frustration?

‏I respected the opportunity to share my feedback with the hotel directly, but I feel compelled to express my deep disappointment. What truly makes a hotel special is not just luxury — it’s customer care, responsiveness, and room comfort. And unfortunately, during this stay, those were all lacking.

Based on my reading of the hotel reviews, I noticed that the same issues have remained unresolved for over a year — problems with the air conditioning and the slow service. Other guests have also experienced different problems.

In the end, we don’t just hope for diplomatic responses to customers without any real action or solutions.

It’s unreasonable to assume that all these guests are wrong about the same issues related to air conditioning, customer service, and slow response.

I truly hope this matter will be taken seriously and properly addressed.

‏I hope this message is taken seriously and leads to real improvements in service quality. I would like to believe that your hotel can live up to its five-star promise in the...

Really enjoy staying here because the staff are so friendly.

Security: From the security team I am happy because they are always greeting me and they are unique in their own individual way. I noticed some unique individuals working in the security team across the hotel: Claudette: is super nice always, greets me and is smiling always. Joseph: is very nice and always smiling, he’s attitude is very positive. Armel: I have seen him more recently but it appears that he’s very friendly and kind. Seems very positive. Enos: is very friendly and kind when I see him. He’s a good man. Sabbhir: is always welcoming and very friendly in Privilege bar. Very positive attitude in work. Victor: is so nice in the reception, he’s friendly and kind when he is approached. Very helpful and proactive. Nikolas: is amazing and very very engaged and professional in his demeanour and proactive member at the entrance of the hotel. Umar: is very kind, helpful, and professional and he’s also great, very kind man. Jim: is super attentive and very proactive during the afternoons on the 71st lobby. Dippen and Qayyum: are also very good to guests.

Residents team: Hazem from the residents team is very friendly, anpproachable and is always helpful when his help is asked.

Guest services: Ms Caroline is always very professional and polite when answering calls. Always very vey helpful and efficient. Crizka is always very professional when answering phone calls. Very polite and efficient.

Cigar Lounge: The manager Andreu is a very good man, very approachable man, and friendly always. Claudia and Vania are such kind, attentive and approachable staff members in the cigar lounge. Hassan is also very nice and kind. He’s very professional and helpful.

74 floor reception: Asmita is great at the reception. She’s very good at what she does and she’s very easy to deal with whenever there’s an issue.

Filia: Maya is the best manager ever. The kindest most amazing and professional person every time. Always smiling and very upbeat and positive. Amira, Irene and Beatriz are wonderful and smiling always at the restaurant front desk.

S-bar: Yassin, Joseph and Jenna from S- Bar are always warm and welcoming. They are always smiling and helpful.

Reception: Brian is usually very efficient and helpful when his help is needed. Elizabeth is very very helpful and nice also. Very professional woman.

Privilege: Team here is very kind and approachable always. Sarah and Patricia are amazing hosts. Nicola is a great manager here. Kevin, Lyza, Geeta, and Hassan are very very friendly staff members there.

Others: João is also a very friendly and approachable manager. He’s the Portuguese gentleman , I met him a few times on...