Five Guys Town Square — Restaurant in Dubai

I dined at Five Guys with my mother today and, unfortunately, my experience was quite disappointing. As someone who enjoys trying new places, I had heard a lot about this joint and was excited to visit during my short stay in the community.

The ambience was nice, and the staff were friendly. However, the air conditioning was not working well, and we were informed they couldn't adjust the temperature, which was frustrating.

The entrance had a deceptive slope that felt risky. When it came to the food, I was shocked by the presentation. Our order arrived in paper bags, and the fries were nearly all toppled inside, which is unacceptable given the price point. If there’s such a focus on decor, the food presentation should match.

The beef burger was particularly disappointing. The patty was thin, and the tomatoes were thickly sliced, making the burger appear larger but lacking in actual substance. For the price, I expected much more. The vegetarian sandwich was also a letdown, with melted cheese spilling outside the burger, creating a messy experience. The fries were of low quality, with some being soggy and others burnt.

The only highlight was the strawberry shake, which was genuinely enjoyable. However, that wasn't enough to salvage the overall experience.

As someone staying in the community for just a few days, I had high hopes for a great meal. I hope management takes these points into consideration, as some attention to food quality and presentation could make a significant difference. Additionally, the exit door could use improvement; the handle is positioned too closely, making it easy to graze your knuckles...

I had a very disappointing experience at this branch. While the food quality in general is usually reliable, this visit highlighted serious issues in both product and customer service. Incorrect Order & Poor Handling – I ordered Cajun fries but was served regular fries. When I pointed it out, there was no apology, no courtesy, no acknowledgment of the mistake. The staff simply instructed the kitchen to give me the Cajun fries. Shocking Waste & Lack of Professionalism – What shocked me most was that the full serving of regular fries I had returned was immediately given to the cleaner and thrown straight into the garbage — right in front of me. Instead of showing basic courtesy and saying, “Sir, please keep this on the house, since it was our mistake,” they treated it like trash. Food has value, and this act showed zero respect towards both the customer and the product. Overcooked Patty – On top of that, the burger patty itself was overcooked, dry, and lacked the quality I expected from Five Guys. Customer Relationship Failure – What upset me more than the food issues was the lack of manners. If you don’t have basic manners in hospitality, you have nothing. A simple “Sorry for the mistake” or a small gesture would have changed everything. Instead, the experience left me with a very negative impression.

Verdict: Food okay at best, ambience average, cleanliness passable, but customer service and courtesy were absolutely missing. For a brand like Five Guys, this is unacceptable. I hope management takes this feedback seriously, because this was enough for me to...

Today I finally got to try Five Guys close by my residence. I have tried the one in Dubai Mall a long time ago but that location did not leave a memorable experience as I recall it was crowded and the seating was not great. So this restaurant has inside and outside seating and since the weather is bearable I opted to have my lunch outside. I was welcomed at the door with a lady and a big smile. Ordering is kind of different than other joints as you get to build your own burger. You start by choosing one or 2 patties then the ingredients (cheese, tomatoes, etc) and last are the sauces. Cherry helped me build my burger and I also ordered their spicy fries and drinks. The fries are out of this world, the best I have tasted ever and the portion is generous. The burger tasted good as well. I paid 93 dirhams which is fine. The overall experience was great and I will always remember the smiles in all the staff. It is tricky to find the restaurant as it is not located on the main road. You need to park in a covered parking and walk there. I had to ask security to guide me which is fine. Parking is free...