Staybridge Suites Dubai al-Maktoum Airport, an IHG Hotel — Hotel in Dubai

A Disappointing Experience As a loyal IHG Diamond member, I anticipated a certain level of service and cleanliness that IHG is known for. Unfortunately, my recent stay was far from what I expected and seriously lacking in several key areas.

The check-in process was unexpectedly challenging and protracted. I specifically requested a certain room category, yet I had to argue my case just to receive the room I requested. The duty manager displayed a notable lack of courtesy and willingness to assist, which only compounded the frustration. It took nearly two hours to resolve the issue, during which my family was uncomfortably waiting in the car.

The room assigned to us had significant hygiene issues, which was deeply concerning. The toilet seat was visibly unclean with remnants, and cockroaches were present in the kitchen, accompanied by an unpleasant odor permeating the room. When I raised these issues, the duty manager's response was dismissive, indicating that cockroach sightings were common. Although pest control was eventually called, the staff member admitted he lacked the necessary equipment to properly clean the toilet. The following days did not see an improvement; I personally had to dispose of more cockroaches and even encountered flies on the food in the breakfast area, which affected my son's ability to enjoy his meal.

After persistent complaints, the front office manager promised a room change which was delayed multiple times, disrupting our plans and leading to significant inconvenience. It wasn't until 4:20 PM, long after the promised time, that we were moved to another room which, while cleaner, still had issues with flies in the kitchen area.

The General Manager got involved and actively tried to remedy our situation. She was very helpful and made earnest efforts to address our concerns by offering us another room change. However, by this point, the constant disruptions had taken their toll, and we declined the offer since our stay was nearing its end. Her involvement, while appreciated, came a bit too late to salvage our overall experience.

This experience was not only disappointing but also surprising, given it’s an IHG hotel. As a Diamond member, I expected a seamless stay, which was far from what we experienced. It is my hope that sharing this feedback will prompt IHG to address these issues promptly and ensure that future guests do not encounter...

As a loyal IHG Diamond member, I anticipated a certain level of service and cleanliness that IHG is known for. Unfortunately, my recent stay was far from what I expected and seriously lacking in several key areas.

Upon arrival, the check-in process was unexpectedly challenging and protracted. I specifically requested a certain room category, yet I had to argue my case just to receive the room I requested. The duty manager displayed a notable lack of courtesy and willingness to assist, which only compounded the frustration. It took nearly two hours to resolve the issue, during which my family was uncomfortably waiting in the car.

The room assigned to us had significant hygiene issues, which was deeply concerning. The toilet seat was visibly unclean with remnants, and cockroaches were present in the kitchen, accompanied by an unpleasant odor permeating the room. When I raised these issues, the duty manager's response was dismissive, indicating that cockroach sightings were common. Although pest control was eventually called, the staff member admitted he lacked the necessary equipment to properly clean the toilet. The following days did not see an improvement; I personally had to dispose of more cockroaches and even encountered flies on the food in the breakfast area, which affected my son's ability to enjoy his meal.

After persistent complaints, the front office manager promised a room change which was delayed multiple times, disrupting our plans and leading to significant inconvenience. It wasn't until 4:20 PM, long after the promised time, that we were moved to another room which, while cleaner, still had issues with flies in the kitchen area.

The General Manager got involved and actively tried to remedy our situation. She was very helpful and made earnest efforts to address our concerns by offering us another room change. However, by this point, the constant disruptions had taken their toll, and we declined the offer since our stay was nearing its end. Her involvement, while appreciated, came a bit too late to salvage our overall experience.

This experience was not only disappointing but also surprising, given it’s an IHG hotel. As a Diamond member, I expected a seamless stay, which was far from what we experienced. It is my hope that sharing this feedback will prompt IHG to address these issues promptly and ensure that future guests do not encounter...

Frustrating stay – poor service, bad laundry situation, and disappointing food.

My experience at this hotel in Dubai was far from what you’d expect. • The laundry facilities are a mess – only 3 working machines, others broken for days. No system in place, and if you’re even slightly late, your clothes get removed and left somewhere. I had to call security twice to recover my laundry via CCTV footage – it took over 24 hours both times. • Many guests leave clothes sitting in machines for 30–40 minutes after the cycle ends, and no one from staff intervenes. • The staff are completely unhelpful, uninterested, and at times even disrespectful. When I asked for assistance, including from Ahmed, I was ignored or brushed off. • On top of all that, the food was below average – rarely fresh, and it often tasted like it had been sitting out too long. Definitely not what you’d expect in Dubai.

Sadly, I cannot recommend this hotel. The lack of professionalism, care, and basic hospitality is simply unacceptable.

Right from the beginning, I was warmly welcomed. I especially want to highlight Ahmed at the reception. He’s a young man but incredibly professional, friendly, and helpful. He made the check-in process smooth and was always available with a smile and the right answers. His communication skills and kindness really stood out – he made me feel at home from day one. Truly the best front desk experiences I’ve ever had!

The rooms are modern, beautifully furnished, and very clean. The bed was slightly firm, but for me it was just perfect – not too hard, not too soft. I slept really well.

A big plus is the shuttle service, which is very convenient and well-organized – great if you want to explore the city without worrying about transport.

The breakfast and Dinner was amazing every single day – lots of options, high-quality food, and a large, nicely decorated restaurant with plenty of space. I also tried the restaurant in the evening, and the food was equally excellent – tasty and freshly prepared.

The building itself is modern, clean, and very well maintained. You can feel the quality everywhere in the hotel.

All in all, it was a fantastic stay. I would definitely come back. Huge thanks to the entire team – and a special shout-out again to Ahmed at the front desk!!

You made a big...