The Dubai EDITION — Hotel in Dubai

Dear Hotel Manager of Edition Dubai,

I hope this review finds you well. I recently booked a 10 night stay at the Edition Dubai, drawn in by the allure of its architecture and central location. As an avid traveler who has frequented Dubai for over two decades, I was particularly enthusiastic about exploring the offerings of your esteemed establishment, especially given my positive experiences at the Abu Dhabi Edition which I love.

However, it is with a heavy heart that I must share my extreme disappointment with the recent stay at your hotel. While I believe in offering constructive feedback, my experience fell far short of expectations.

Upon my arrival, I was greeted warmly by your staff, who provided a comprehensive tour of the premises and my room. The grandeur of the lobby and the initial interactions with your team set a promising tone for my stay. Regrettably, this initial impression was marred by a series of unfortunate incidents that significantly impacted my overall experience.

One of the most pressing issues was the inadequate soundproofing in the roadside rooms, which resulted in considerable disturbances due to traffic noise, compromising the quality of sleep. Despite being moved to a different room on the 17th floor to mitigate this concern, I encountered an unexpected leakage issue during the night, further disrupting my rest. Unfortunately at 3am in the night the room started leaking with water entering the room from the floor above due to heavy rains and making dripping sounds that made it hard to sleep. Maintenance came and suggested towels, this didn’t prevent the noise of the drips that disturbed my sleep all night.

Subsequent relocations, while addressing some issues, presented new challenges such as a blocked sink and the inconvenience of waiting extensively for breakfast due to overcrowding. The lack of alternative solutions or proactive measures to alleviate these inconveniences was disheartening, particularly the encounter with a member of your restaurant staff, whose response to my predicament was both unprofessional and discourteous.

This happened this morning when I came at around 10am for breakfast and we were asked to queue to get a table for the breakfast we had paid to include in our room booking. I’ve never stayed at a hotel of this level where we had to wait for almost an hour for breakfast. Unfortunately due to meetings I had to leave without breakfast. I was told I could return later after my meetings. I returned at 1pm to be told by the restaurant waitress she would see what she could do, but I said if it couldn’t be done just write confirming breakfast couldn’t be provided and I would ask to complain for a refund, to which she incredibly rudely responded “you’re going to complain because you’re 1 hour late?”. I couldn’t believe it. Normally hotels go above and beyond to support guests when things go wrong, this staff member angrily made it my fault. After this interaction I got up and left without food.

The closure of the gym facilities without provision for alternative arrangements and lapses in room cleaning only compounded the frustration. The situation was exacerbated by the limited functioning of guest elevators following adverse weather conditions, resulting in prolonged wait times and inconvenience for guests.

In reflection, while the Edition Dubai possesses remarkable attributes, the aforementioned shortcomings during peak periods and adverse weather events significantly detracted from the overall guest experience. I express these concerns not to disparage your establishment but rather in the hope that they will be addressed proactively to uphold the hotel's esteemed reputation for excellence.

I recognise the dedication and hard work of your staff amidst these challenges. I sincerely urge the management to take decisive action in rectifying these issues to ensure the continued satisfaction of guests. Rest assured, should these concerns be adequately addressed, I would reconsider and update my review accordingly.

Warm...

This Hotel was just a joke. I don't understand how this hotel is able to call itself a 5 star hotel especially among its other competitors in Dubai. I honestly wanted to leave the minute I checked in. Dubai is a city that claims to be very sophisticated when it comes to customer service, attention to detail, and "Middle Eastern hospitality." I've always loved the Edition chain and was just shocked when I experienced the Dubai branch. As a world traveler and hotel expert, this hotel was just shameful. Here is why.

A- Checking in: 1- The gentleman at the check in was snobby for god only knows what reason. Didn't even consider welcoming me to the hotel nor ask how my trip was. He asked for my passport and gave me the room keys. The gentleman didn't care to tell me about the facilities of the hotel nor the services provided. 2- No one offered if I needed assistance with my luggage.

B- The Room: 1- Washroom had a flickering light that didn't stop flickering. 2- Washroom didn't have bath mats. 3- Shampoo, body wash, conditioner pump doesn't work, had to open the bottle every time I took a shower. 4- One bathrobe was only found in the room, any other hotel that offers a bathrobe would offer two. 5- The bathrobe was hanged in my room the next day on a WIRE hanger when the closet was full of hotel hangers. 6- Mini bar was COMPLETELY removed from my room for God knows what reason (including snacks). 7- The sofa in the balcony was filthy with sun dried dirt you scrape off. 8- The hotel didn't offer turn down service when I'm 100% sure that all Edition hotels offer that. 9- Menu nor barcode is anywhere to be found in the room for dining/room service. 10- Wifi kept on disconnecting.

C- The staff: 1- Members of staff just don't care if you exist in the hotel. 2- Front desk ladies don't have the manners nor expertise to communicate with customer. 3- Trying to get the waiter's attention is almost impossible especially the swimming pool area. 4- The waitress in the Pool area had no training on how to use a card machine. When I told the waitress that I needed to insert my card in the machine since the tap feature wasn't working she nearly had a breakdown cause she didn't understand the concept of just inserting the chip and proceeding manually. 5- The staff members are either miserable or forced to work in this hotel cause it's impossible to be getting a smile or a proper greeting.

D- Food/Beverage/Restaurant 1- Breakfast was the biggest joke in this Hotel. 2- Orange Juice is "SOLD OUT" in the morning which is the biggest surprise. 3- Other FRESH juices are not offered but you can have boxed juice if you like. 4- I asked for runny omelette and got EXTRA WELL DONE instead. 5- I had the saddest croissant I've ever experienced in my life. The croissant was clearly a frozen product of terrible quality. 6- Non dairy yogurt is not available. 7- Lurpak butter and cheap jam is not what a 5 star hotel serves for breakfast. 8- No bar snacks are offered when ordering a cocktail or a glass of wine at the pool bar.

I honestly was very bothered during my stay at the Dubai Edition. Please note that all of these comments were told to member of staff and I was promised that they would be taken care of and implemented. Unfortunately, no one cared to come and speak to me after those issues were addressed besides someone from housekeeping who offered to press my shirt on the house. I have chosen the Dubai Edition because I am in love with this chain and I have had 4 stays previously in the Abu Dhabi Edition that were absolutely phenomenal. Even 3 star hotels have had better services and luxuries offered in Dubai compared to The Edition which is a 5 star hotel but all we've seen is lackluster. I hope this hotel attempts to fix these issues cause this hotel is falling under American standard and not Middle Eastern. I don't think I will be coming back...

One of the worst five star hotels i stayed at, even budget hotels offer way more than them. I’ve never experienced such a bland and distasteful experience. Not worth the 5000 dirhams.

Bad things that happened:

Room phone was unplugged as we arrived and it is not easy to use either as it stayed charging on red and when i picked it up there was no sound of it on. So you can imagine everytime i wanted to order something i used the phone in the toilet.

No wireless charger or alarm in the room. Hotel reception is also rude as i asked to borrow a charger but they said if you want to charge you come down to the reception. Over 99% of the hotels i went to let me borrow a charger with no issues or offer wireless charger near the beds because its 2022 and that should be a standard now. I found it quite rude for the receptionist to say that as if she doesn’t trust us.

The lotion was empty for two days and when we asked them to refill they brought it in a really suspicious looking bottle and the worker had body odour. I think for a 5-star hotel there shouldn’t be refillable amenities but rather mini sized ones as the refillable ones are annoying to press down and makes it look like we’re in a prison not a luxurious experience at all.

The hangers in our last day of the stay were the disposable aluminum kind that obviously looked used or for other people who stayed check the images for the reference, they were used to hang the robes, which by the way had stains.

The balcony was do dusty and was not properly maintained since our stay.

Our breakfast at Jolie was a disaster and not worth 400 AED at all. The presentation was terrible. Crowding pastries in a plate makes it soggy. The cheese platter was tasteless and did not look appetizing at all and was something a 4 yr old would do for their mum and not hotel quality. Truffle egg was overpriced to say the least. The sausages tasted like fake hormone mystery meat. 40 aed for juice? Really? The hot chocolate tasted like liquid cardboard. When we asked for the cheese platter for takeaway it was packed in such a manner that the jam was squirted on the cheese and everything was mashed up like a mess and not pleasant to eat at all.

Room dine in was also so bad. The chicken in the caesar salad and club sandwich was so hard to chew and tasteless.

The lady at the spa begged us to buy the overpriced chakra stones when we asked her the price and she wasn’t even sure of them so it felt quite unusual behavior from a hotel of this standard to employ people like this.

They use knock off nespresso pods which is quite embarrassing for them and for their hotel brand to be doing so.

Lobby area seems claustrophobic in the way that it is arranged as waiting for the car is a bit hard during peak hours.

The fact we told them these things and received no compensation is also infuriating. I would rather do business elsewhere where i am respected as a human before a guest. On that note, Edition Abu Dhabi was a much better experience and i will not be recommending Edition Dubai to...