Can the Madinat return to the pre-covid high levels of customer service? - Jumeirah Dar Al Masyaf Dubai - Trade Reservations
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😒 3/5 - Can the Madinat return to the pre-covid high levels of customer service?
By 👻 @Pete W, 03/19/2023 3:00 am
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The DAM is the best hotel we have had the pleasure of staying in. This was our 4th stay and our 10th anniversary. We stayed in Villa 11. We travelled in August 2022 so apologies for the late review. August is hot, very hot. But everywhere is air conditioned and the pools are chilled. So days by the pool were perfect. The only negative with a Dubai summer for me, was that it remained in the high 30’s at night, which meant you couldn’t eat outside or walk very far without sweating. If you have never visited Dubai before and plan on visiting lots of sights outside of the resort, then I would recommend visiting between October - April. There are 1000’s of reviews on here that detail the amazing highlights of this hotel and on a positive note our pool butler Edison was the best butler we have ever had at the DAM. He should be a Villa Butler as his service is impeccable. However this review focuses on the issues on this trip which made a difference from previous trips: 1: Firstly there is a massively reduced number of restaurants on Jumeriah Flavours (Half Board) to avail without supplements. 2: 40AED (£9/$11US)for a 70cl bottle of water at dinner is ridiculous. Complimentary bottled water is provided in rooms and by the beach/pool. Bring it back with meals for those on Half Board. 3: Lack of Buggies and Abras. On several occasions wait times were in excess of 15 minutes. Staff constantly blamed COVID as a reason but this is no longer an excuse. Employ more staff or purchase extra buggies/boats. Also extra fans/air coolers should be added to the stops to cool the large number of people waiting. 4: The villa butler is now barely present other than check-in/out and sundowners. However, I feel that the butler service is more efficient in principle. Although on 2 separate occasions when using the e-butler service I never received a response. Despite assurances I would. 5: The sundowner drinks were not up to standard this year. We had no crisps/olives in our villa for 3 nights despite complaining to the butler on numerous occasions. Once I complained to management there was an endless amount of crisps. (Including in our room!) So either our butler was ignoring us or management were ignoring our butler. Our villa also ran out of beer on 2 occasions. There were also no fruit juices / squash for those who do not drink alcohol or fizzy drinks. Due to these above points the premium price to stay at DAM is becoming less justifiable. Despite this I will be returning to Dubai this summer and giving the DAM a second chance. I’m really hoping that these issues were due to the after effects of covid and that things have now improved.
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