Swissôtel Al Murooj Dubai — Hotel in Dubai

The hotel is pleasant, and I would consider staying here again if I choose to stay in this area. Below are some highlights and points for improvement.

Pros • Excellent location, within walking distance of Burj Khalifa and Dubai Mall. However, this area does not offer a beach atmosphere. • Renovated and comfortable room. • Well-equipped gym with both steam and dry saunas (though I didn’t use them, they looked great). • Breakfast was excellent, with a wide variety of options to suit different tastes. Service runs from 6:30 AM to 10:30 AM. • Pleasant pool area, with lifeguards present at both pools. Both shallow and deep areas are available. I witnessed a lifeguard respond quickly and effectively to assist a guest, which was reassuring. • Staff were generally kind and attentive, especially those working at breakfast and housekeeping.

Points for improvement • When booking, there are options for both hotel rooms and apartments. It’s important to note that the apartments are located in a separate, large complex and can be quite far from the main hotel. This may be inconvenient for guests whose stay includes breakfast, as access requires extra time and walking. • Upon arrival, there was confusion regarding our check-in. Our reservation was for the previous night, and we arrived at 5:30 AM the next day. Although our apartment was confirmed, it seems it had been reassigned to another family. We were placed in a unit on the 11th floor of a building where the elevator only reaches the 10th. The floor appeared to be a service or maintenance area, with worn carpet, a broken chair, a disconnected phone, and no third bed prepared—despite our booking being for three people. Eventually, we were moved to a smaller room inside the main hotel, which was a better fit. There should have been a price adjustment, which didn’t occur, and I only noticed this later when checking the website. It would be appreciated if this could be reviewed (apartment 1027). • Access to the farther pool is confusing, and signage could be improved. The outdoor areas are also in need of renovation. • The Burj Khalifa tour booked via the hotel was enjoyable. However, the desert tour is not worth booking directly through the hotel, as similar experiences are available through apps like Klook at much lower prices. Several extras are offered during the tour at inflated costs (e.g., keffiyeh scarves for AED 70–100, available for less at the hotel shop or in Old Dubai). Quad bike rides were fun, but also priced high (AED 300 for single, 400 for double). Additionally, we were told that my daughter—who did not wish to do the dune bashing—could wait in a safe, air-conditioned area with other guests. While such a space existed near the quad bikes, the driver dropped us at a different location, with poor air quality and no suitable waiting area. As a result, I missed part of the tour to stay with her. The Oasis Camp was much larger than expected in a bad way, the food was average, and the camel ride was extremely brief (less than one minute). The soft drink “open bar” had unusual limitations—my husband was asked to wait 10 minutes between getting one Coke and another. For juices you have to pay around AED 40 per glass) • Lastly, we experienced intermittent water outages in the bathroom (both shower and sink), which was quite inconvenient. We informed reception, and although they followed up, we were ready to checked out by then.

Avoid taking taxis directly from the hotel. While it’s often said they cost just AED 10–15 more than regular taxis, the difference can be much greater. We took one to Old Dubai and were charged AED 80, whereas the return trip in a regular street taxi cost only AED 35. For the airport, they initially quoted AED 120; when we declined and requested a standard taxi, the price dropped to AED 70. While I understand that negotiation is part of the culture in some settings within the UAE, I don’t believe this type of pricing practice should happen within a hotel...

An extremely disappointing experience – well below Accor standards

I deeply regret choosing Swissotel Al Murooj for our first Dubai visit. Despite being a Heartist and ALL member, we were not treated like ordinary guests—or worse.

From the beginning, I was quoted a higher rate than what was publicly available online. After providing screenshots, they matched the price but offered no exclusive Heartist benefit, making my membership seem pointless and embarrassing in front of my friends.

Check-in was cold and unwelcoming. The front desk agent ( Abishek ) showed no smile, no eye contact, no acknowledgment of membership, and no explanation of facilities or benefits. His supervisor ( Jociell ) was equally dismissive, refused flexibility on the deposit, and reluctantly applied our In Room Dining service discount after pressure.

After everything we had experienced during our stay, we felt unable to continue for the final day of our reservation. As a result, we approached the reception and requested to shorten our stay, as we no longer felt comfortable or confident continuing at the property. This decision, although disappointing, was necessary given the series of issues we had encountered. We were, however, pleased that on this occasion we were greeted by a very polite and courteous lady ( her name was Ghazal ) at the reception. Her welcoming attitude was a refreshing contrast to our earlier experiences and deserves to be acknowledged. This level of professionalism and genuine warmth stood out and was truly appreciated, especially after the challenges we had faced earlier. Ms. Ghazal first offered a sincere apology and then called over a lady—the Assistant Front Office Manager—who was seated a short distance away from us. The arrival of the Assistant Front Office Manager gave us a sense of encouragement, and we believed that any kind gesture or acknowledgment from her could help ease our frustration and momentarily take our minds off the disappointment we had experienced.

Despite listening intently, maintaining eye contact, and smiling throughout our 15-minute conversation about the issues we experienced on the first day, her final response—“Thank you so much for your thoughts”—felt like pouring boiling water over our heads. After all we had endured, this detached and indifferent remark deepened our disappointment, as it showed no genuine empathy or intention to address the serious concerns we had raised.

Offering such a brief response without even a simple apology was, in our view, a clear example of unprofessionalism and a lack of respect. What we had shared during that conversation represented only our first impressions, and we had intended to continue discussing the other serious issues we encountered. However, after hearing that dismissive reply, we were visibly shocked—and she made no effort to continue the conversation or invite us to elaborate further. She listened without taking any notes during our conversation and ultimately took no concrete action to address our concerns. Noticing our shock, she attempted to explain by saying, “everyone is different.” For example, she pointed to a flower on the table and remarked, “You may like this flower, but someone else may not. Hospitality is the same.” She suggested that not liking Abishek’s service or his lack of a smile was simply a normal variation. When she added, “He is human too,” it struck us as a weak excuse, and we couldn’t help but laugh at how inappropriate and dismissive this explanation felt given the seriousness of the situation.

Even though I submitted a detailed complaint to hotel management about how their staff ruined our trip, we were deeply disappointed that their only response was to offer a free upgrade and lounge access on our next stay—as if that could compensate for the financial, emotional, and psychological...

An Unforgettable Stay at Swissôtel Al Murooj Dubai!

From the moment I arrived at Swissôtel Al Murooj Dubai, I was truly impressed. This hotel goes above and beyond in every aspect—luxury, comfort, service, and attention to detail. It’s more than just a place to stay; it’s an experience you won’t forget.

The room was absolutely perfect—spacious, spotless, and elegantly designed. The bed was incredibly comfortable, the linens were crisp and fresh, and everything was arranged to create a peaceful, relaxing atmosphere. The bathroom was luxurious with high-end toiletries, and the view from the window was stunning, showcasing the beautiful Dubai skyline. Every detail in the room made me feel pampered and at home.

The hotel facilities are outstanding, especially the pool area—clean, serene, and very well-maintained. I want to give a special shoutout to Kishor, the lifeguard at the pool. He is truly exceptional! Always alert, kind, and highly professional. His warm smile and dedication to guest safety added so much to our experience. You can tell he genuinely cares, and it made us feel completely at ease during our time at the pool.

The breakfast buffet was another highlight—rich, diverse, and delicious. The staff at the restaurant were incredibly attentive and friendly, always ready to help with a smile.

To sum it up: Swissôtel Al Murooj Dubai is a hotel that truly defines excellence. Every staff member we encountered was outstanding, and Kishor at the pool deserves special recognition for his amazing service.

Highly recommended—I will definitely return

An Unforgettable Stay at Swissôtel Al Murooj Dubai!

From the moment I arrived at Swissôtel Al Murooj Dubai, I was truly impressed. This hotel goes above and beyond in every aspect—luxury, comfort, service, and attention to detail. It’s more than just a place to stay; it’s an experience you won’t forget.

The room was absolutely perfect—spacious, spotless, and elegantly designed. The bed was incredibly comfortable, the linens were crisp and fresh, and everything was arranged to create a peaceful, relaxing atmosphere. The bathroom was luxurious with high-end toiletries, and the view from the window was stunning, showcasing the beautiful Dubai skyline. Every detail in the room made me feel pampered and at home.

The hotel facilities are outstanding, especially the pool area—clean, serene, and very well-maintained. I want to give a special shoutout to Kishor, the lifeguard at the pool. He is truly exceptional! Always alert, kind, and highly professional. His warm smile and dedication to guest safety added so much to our experience. You can tell he genuinely cares, and it made us feel completely at ease during our time at the pool.

The breakfast buffet was another highlight—rich, diverse, and delicious. The staff at the restaurant were incredibly attentive and friendly, always ready to help with a smile.

To sum it up: Swissôtel Al Murooj Dubai is a hotel that truly defines excellence. Every staff member we encountered was outstanding, and Kishor at the pool deserves special recognition for his amazing service.

Highly recommended—I will...