Hard Rock Cafe Dubai — Restaurant in Dubai

EXTREMELY UNPROFESSIONAL AND RUDE MANAGER – SHAMEFUL EXPERIENCE

We came to Hard Rock Cafe Dubai with the clear intent to use the “BUY ONE GET ONE PROMO” from the ENTERTAINER app. The app clearly states: “We invite you to enjoy a complimentary Main Menu Item when a Main Menu Item of equal or greater value is purchased.”

Understanding this, we strategized our order carefully. Since the promo applies for two people, and there were five of us, we ordered 2 steaks and 2 burgers—each of the same price—and an additional burger, fully aware that only 2 items would be free under the promo. Based on the app’s terms, we logically expected to pay for 1 steak and 2 burgers, with the other steak and burger being complimentary.

However, when the bill arrived, we were charged for 2 steaks and 1 burger. The restaurant manipulated the pairing of items, matching the steaks with the cheaper burgers to ensure we paid the higher price, rather than honoring the intent of the “equal or lesser value” clause. It felt deliberately done to maximize customer charges.

When we raised this concern, we asked to speak with the manager. That’s when the experience truly became unacceptable.

Maher, the manager on duty, was extremely rude, dismissive, and unprofessional from the moment he joined the conversation. He constantly interrupted us, refused to listen, and outright dismissed everything we tried to explain. We were calm, logical, and spoke in simple, clear English, asking if he could understand the basic terms shown on the app. Instead of engaging constructively, he spoke over us, cut us off repeatedly, and acted like we were the problem.

While he didn’t say this outright, his tone and words made it clear that he was saying, “This is just how we do it.” He offered no proper explanation, no accountability—just a condescending attitude and absolute unwillingness to help.

At one point, trying to soften the tone, I respectfully addressed him as “brother”, a common, friendly form of address in the region. He replied, and I quote: “I’m not your brother, I’m like your uncle.” This remark was shockingly inappropriate, and frankly condescending and out of place in any customer service setting—let alone coming from a manager.

I reminded him of his responsibility: “You’re a manager, right? Then act like one—stop interrupting me and listen.” Instead, he accused me of insulting him, without any awareness of how insulting and degrading his own behavior had been from the beginning.

He then brushed the issue aside, and although he didn’t say the words exactly, his message was clear: “Take it up with the ENTERTAINER app—it’s not our problem.” It was the classic passing of blame—no solution, no empathy, no accountability.

Let’s be clear: We are paying customers. This is not a cheap cafeteria. Hard Rock Cafe is a globally recognized brand. So I ask—have you no shame treating guests like this?

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To Upper Management:

If this is the kind of individual you allow to represent your brand—particularly in a major international location like Dubai—then your standards are far below what they should be. Maher should not be in a leadership position. His behavior was not just unacceptable—it was damaging to your reputation. His conduct was disgraceful, and he should be terminated immediately.

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To the public:

Do not use the ENTERTAINER app with Hard Rock Cafe Dubai. The promo is applied UNETHICALLY and DISHONESTLY, and the management will manipulate it at your expense. In fact, based on our experience, do not dine there at all. The service of the manager, Maher, was poor and unacceptable.

The only saving grace of our visit was the rest of the staff—who were polite, respectful, and kind—everything their manager was not.

This experience left a scar. One we will not forget.

Let this extremely disappointing review be...

I recently had the pleasure of dining at Hard Rock Cafe Dubai, and the experience was truly exceptional, largely due to the outstanding service provided by our server, Anthony. From the moment we arrived, Anthony’s attentive and friendly demeanor set the stage for a memorable evening. He went above and beyond to ensure that our needs were met promptly and with a genuine smile, making us feel both welcome and valued throughout our visit.

Anthony’s knowledge of the menu was impressive, and his recommendations were spot-on. We started our meal with the blackberry sangria, which was nothing short of spectacular. The drink was perfectly balanced, with a refreshing blend of flavors that was both fruity and slightly tangy. Anthony’s detailed description of the sangria’s ingredients made it an easy choice, and it exceeded our expectations.

Next up were the chicken wings and nachos, both of which were served hot and full of flavor. The chicken wings were crispy on the outside and tender on the inside, coated with a flavorful sauce that was simply irresistible. The nachos, generously topped with cheese, jalapeños, and other delicious toppings, were a crowd-pleaser. Anthony ensured that our plates were never empty and checked in regularly to see if we needed anything else, which greatly enhanced our dining experience.

The highlight of the evening, however, was the live entertainment. Hard Rock Cafe Dubai is renowned for its vibrant atmosphere, and the live performance by singer Nikhil took it to the next level. Nikhil’s voice was incredible, and his choice of songs catered perfectly to the mood of the evening. One of the standout moments was when he performed my favorite song, “With Arms Wide Open.” His heartfelt rendition of the song was a personal touch that made the night even more special.

Nikhil didn’t just perform; he also interacted with guests at each table, adding a personal touch that made everyone feel involved. This level of engagement was truly remarkable and created a warm, inclusive atmosphere. It was clear that Nikhil’s passion for music and his dedication to his audience were central to the evening’s success.

Adding to the exceptional service, the manager made a point to visit our table to check in on us. This thoughtful gesture demonstrated a commitment to guest satisfaction and provided an additional layer of personalized service. The manager’s presence was appreciated and underscored the restaurant’s dedication to creating a memorable dining experience for every guest.

In summary, our visit to Hard Rock Cafe Dubai was an outstanding experience, thanks to the exceptional service from Anthony, the delightful blackberry sangria, the delectable chicken wings and nachos, and the unforgettable live performance by Nikhil. The restaurant’s commitment to providing an engaging and enjoyable atmosphere was evident throughout our visit. Anthony’s attentive service and the overall attention to detail by the staff ensured that our evening was nothing short of perfect. I highly recommend Hard Rock Cafe Dubai for anyone looking for a fantastic dining experience with excellent food, drinks, and...

Unforgettable Birthday at Hard Rock Cafe Dubai

We visited the Hard Rock Cafe Dubai on July 9, 2025 – a visit we had planned well in advance of our vacation. Since this day was also my birthday, my partner had mentioned during the reservation that we were planning to celebrate this special occasion as a family.

We arrived well before our reservation time and were warmly welcomed at the entrance. We had time to take some lovely photos and browse the shop downstairs. Once we headed up to the restaurant, we were greeted with a warm smile and guided to our table – perfectly placed with a great view of the stage and beautifully decorated with balloons. It was simply wonderful!

Our server, Afreena, introduced herself – and we were so lucky to have her! She is an amazing person, so kind and attentive. Our drinks and food were served promptly, and we took in the unique atmosphere while waiting – there's truly so much to discover at the Hard Rock Cafe!

One of the absolute highlights was the restaurant manager. He was so passionate and dedicated, personally visiting the tables, engaging with guests, and genuinely showing interest in the stories behind the people visiting his venue. That personal touch left a strong impression on us.

The food was excellent – especially the fries, which were honestly the best we’ve ever had!

After the meal, I was completely surprised: Afreena returned with the entire staff – including the manager – singing and bringing a birthday cake to our table. I was overwhelmed with joy and deeply touched. I had never experienced anything like it before.

To top it all off, there was fantastic live music that evening by Pedro Bray – a truly talented musician who definitely deserves much more recognition!

You made this evening so incredibly special for us. Thank you so, so much! We will always remember this day, the Hard Rock Cafe Dubai, and your amazing team with love...