The Heritage Hotel, Autograph Collection — Hotel in Dubai

My recent experience at Manzil Downtown Dubai left me appalled and concerned for the safety of its guests, especially families with young children. I booked a stay at the hotel with high hopes but was met with a series of unfortunate events that have left me with a deep sense of disappointment and alarm.

During my stay on August 31st 2023, I suffered a severe foot injury caused by a malfunctioning automatic door at the hotel's entrance. Not only did I experience a severe foot injury due to a malfunctioning automatic door, but I was also appalled by the lack of care and attention from the hotel staff

The injury significantly ruined most of my vacation plans, and I had to cancel various activities and work commitments due to excruciating pain and limited mobility. It was a distressing experience that I wouldn't wish upon anyone. And the most disturbing fact was that the hotel employees never followed up on my wellbeing, felt like they pretended as if nothing happened.

What deeply concerns me is the potential danger that this faulty door poses, particularly to young children. The fact that this hazardous door has been an issue during my stay is alarming. I observed other guests, including children, struggling with the same door, and it's clear that the hotel has not taken adequate steps to address this recurring problem.

And icing on the cake was the fact that the room cleaning service that you should expect to be performed on a daily basis is not really a thing at Manzil Hotel. My room was neglected, and daily cleaning was nowhere to be found. The pictures on the website may be tempting, but the reality couldn't be further from the truth.

I urge families considering a stay at Manzil Downtown Dubai to exercise extreme caution and be vigilant when in the lobby. The safety of children should be a priority, but unfortunately, it doesn't seem to be the case at this hotel. While the hotel's location may seem enticing, it's not worth the risk of a ruined vacation. The potential hazards and lack of basic services make it an unsafe and unsatisfactory choice.

I had to reach out to the General Manager of this hotel, but his reply felt like an extended version of the standard responses posted by this hotel to negative Google reviews. It left me feeling unheard and undervalued as a guest who had encountered a genuinely distressing situation at their property.

In conclusion, heed this warning and choose another accommodation option. Your vacation should be a time of relaxation and enjoyment, not one of distress and disappointment. Do not take the risk with this hotel—it's just not worth it.

I sincerely hope that this review reaches those considering a stay at Manzil Downtown Dubai and helps them make an informed decision for a pleasant and safe experience elsewhere.

Avoid this hotel...

I would choose zero or minus star if I had choice. So bad and disqualified staff especially the organizer Mohammed. I had an extremely bad experience on new years Eve, last day of the unlucky 2020, the organizer made it worse and unluckier.

Firstly, they did a very bad job on arranging the customers/only me and my friend to approach the hotel and park the car. We had been wandering around that area about 40mins. They did not prepare any guideline for us to go to the hotel after we paid the reservation of the new year's Eve package.

Secondly, when we reached and the valet parking man directly told us to park by ourselves or maybe we are not local or Arabs they didn't even care to valet park our car.

Thirdly, the staff even thought it was our fault and complaint because we were angry and lost temper to argue with them because of all this disaster that they created. I asked for refund and the ORGANIZER said OK then did nothing. They did not even APOLOGIZE. They did not even feel sorry to make the angry person more angry. And theor first reaction to this matter is they justified themselves that we were being angry is wrong they started to threat us to call the security and police, instead of it, I were the one who should call not them. We paid the package and they intended to kick us out by violence. God, this the worst and most ridiculous hotel staff I have even seen. I totally doubt that how this hotel hire this kind of disqualified person to work there and I don't really know whether he has the diploma because he basically is lack of basic etiquettes, does he really knows about hospitality industry?

Fourthly, the customer orientation in boulevard kitchen was as bad the hotel. They didn't even know what package we purchased and they didn't even prepare the table for us which had us stand more then 20mins. The food in the restaurant BOULEVARD KITCHEN is very bad on year's Eve. I only drank wine and water, and the cakes were eatable. They could not cook calamari well which even is the easiest dish already.

Last but not least, thanks to this hotel as they really made a disastrous last day of 2020 for us. What a nightmare. Never recommend this hotel and restaurant to my friends and will...

My experience at The Heritage Hotel, Autograph Collection Dubai was a complete disappointment, primarily due to the hotel staff’s lack of professionalism and the chaotic miscommunication between departments. I originally booked my stay to begin on May 16, but had to move it to May 19 for personal reasons. On May 13, after several attempts to reach the hotel, I finally got through and was informed I could change the check-in date with a penalty of one night’s rate. I accepted this and was even told there was a possibility for a full refund, pending confirmation from the reservations team.

I immediately contacted Expedia, who also tried reaching out to the hotel. When there was no response within 24 hours, I visited the hotel in person on May 14. The front desk reassured me that the reservation change would be fine and worst case, I’d be refunded for 2 of the 3 nights. However, when I arrived on May 19 to check in, the staff shockingly told me I was “three days late” and claimed they had never been contacted.

What followed was a series of exhausting conversations with different staff members who each seemed entirely unaware of the situation. I explained the story multiple times—to the front desk, to the manager Mustafa, and later to their night manager JayR. Despite showing emails from Expedia proving they had contacted the hotel before May 19, the staff continued to deny any communication and refused to take accountability. Mustafa eventually admitted they had received the communication, but still claimed they couldn’t honor what I had originally been told, blaming it on their reservations team and washing their hands of the issue.

The entire ordeal was unprofessional and incredibly frustrating. The hotel’s internal communication is nonexistent, and there is a clear culture of passing the blame rather than owning up to promises made. I would never recommend this hotel to anyone looking for reliable service or accountability. One of the worst customer service experiences...