Hartisan — Restaurant in Dubai

We had an extremely disappointing experience at this restaurant on New Year’s Eve. While dining with family and friends, 7 adults and 1 baby, we were approached by a server who offered us champagne as a complimentary item. Believing it was free (as the server explicitly said), we agreed. Given it was New Year’s Eve and we were a larger group, we assumed this might be a gesture extended to all guests, especially for larger groups

Shortly after, another staff member, Chatura, brought the champagne to our table. To clarify, we asked him if it was indeed complimentary, and he told us it would cost AED 190. Although surprised, we decided to keep it, as it was already brought to our table and served.

However, at 11:30 PM, a different server handed us the bill for the champagne, showing a shocking price of AED 790 instead of the AED 190 we were initially told. When we confronted Chatura, he denied ever quoting AED 190 and claimed he showed us a menu or drink list with the correct price—which was not true, this can be checked in the CCTV. He had only brought the champagne and served it without presenting any price confirmation. He also said that we might not heard it properly due to the loud music, but we heard it all, like majority of us.

Despite our objections, the restaurant insisted there was nothing they could do to rectify the situation, aside from offering a 4-buffet brunch as compensation, which we declined. Frustrated, we reluctantly paid the reduced amount of around AED 600 after they applied a discount, it was my brother-in-law who paid the bill.

This entire ordeal soured our evening and caused significant delays. We missed the opportunity to watch the New Year’s Eve fireworks from the Hilton hotel beach access, as the area was closed by the time we arrived—even though we had the required bracelets given by the restaurant. We ended up watching the fireworks from the parking lot instead.

To make matters worse, we had a senior citizen and a baby in our group, which made the experience even more stressful.

We hope no one else has to endure this type of deception. This was not the celebration we anticipated, and we are deeply disappointed by how this establishment handled...

We’ve stayed at the Hilton 3 times now and we’ve had our breakfast included in our package. The restaurant staff are so lovely and welcoming. They are always doing their upmost to make you comfortable and happy. Even the chefs went above and beyond for us as my daughter is Coeliac and it’s very hard finding places that do gluten free foods. She is nearly 5 and is very fussy as it is.However the chefs made sure she had her favourite gluten dress crepes with Nutella and fresh fruit🤗 and the way the presented it made her not think it was any different to her brother and sisters crepe they was having. We have 4 children so there is 6 of us and need a big table, the staff always made sure we wasn’t waiting long for a table and worked very quickly seating us and giving the children balloons to keep them happy. The waitress called wine was very very hard working and so lovely and helpful. She stood out to us the most as she remembered all our names and every morning made the effort to come over to us and say hello by name. She was fast working and made sure we got our drinks and anything we needed straight away. Even towards the end we didn’t even need to tell her what drinks we wanted because she knew what we all had. She was so polite and a very good role model for other workers. If any staff are training wine should be the one to show them how the job is done she was 10/10 we will definitely miss seeing her in the mornings. We would definitely recommend this place especially for the service. Wine…. You really are a lovely lady thank you for making my family smile and feel special every morning while we was here. She definitely should be team leader or a higher roll in her job, she is a credit to this company and should be recognised for her...

I'd give them 4.5, but that is not an option on this review site, so gave benefit of the doubt and bumped it to 5. Only issue was that the car parking procedure was unclear upon initial arrival if you have your own car. There is no valet parking and the parking garage is a controlled garage that serves as a paid general public parking area as well as serving hotel guests for free. Just let the attendant know you are staying at the hotel and park in the spots where the support pylons are painted blue. Other than that, no negative comments. Service staff in all hotel functional areas were very courteous, professional, and attentive. Special shout out to Desak who was working at the breakfast buffet. I decided to eat in the outdoor area. I set my plate of food at the table then turned my back for just a second to inquire about getting some coffee when a gaggle of birds immediately decended behind me to help themselves to my delicious meal. Desak did not hesitate to charge into battle with expert shooing skills and protect the entire meal, save one piece of cheese that a greedy little thief managed to clutch in his talons before being scared off. Clearly Desak had seen their little game many times previously and handled the situation before I even knew what...