Atlantis The Royal Hotel in Dubai

I am writing to formally express my serious dissatisfaction with my recent stay at your hotel. Considering the hotel’s reputation, positioning, and pricing, the level of service and care we experienced was entirely unacceptable and far below international hospitality standards.

From the moment we entered our room, we encountered significant comfort and hygiene issues. A strong and persistent foul odor was coming from the toilet, making the room extremely unpleasant. Furthermore, despite our room being located on the lower floors and facing the open sea, we were exposed to heavy and overwhelming food odors throughout the entire day. This made it impossible to enjoy the room properly.

The most disturbing experience, however, occurred during breakfast. At the cheese section, the staff member on duty behaved in an openly rude and disrespectful manner. When I requested extra cheese, she responded with an angry look, threw the cheese onto my plate, and slammed the refrigerator door shut. Approximately five minutes later, when I returned to take some dried meat, her unacceptable behavior continued. She once again threw the food onto my plate and, with a sarcastic and mocking smile, asked, “Would you like more?” Such conduct is completely unacceptable in any hotel, let alone one of this supposed standard.

Due to our late-night flight, we contacted the reception to ask whether there was a suitable place to change clothes after check-out. We were initially told to use a water park area located outside the hotel, which in itself was an unreasonable suggestion. Upon check-out, after explaining the problems we had experienced, we were given a lounge access card. However, when we returned to the hotel in the evening to collect our luggage, we were informed that this card was only meant for changing clothes in the lounge restroom. When we asked to be shown the location, we were told to open our luggage in front of the restroom and change inside the toilet. This was extremely degrading, uncomfortable, and entirely inappropriate for a hotel claiming to offer luxury hospitality.

This is, without exaggeration, one of the worst hotel experiences I have had in my life. I will not be returning to this hotel, and I will ensure that everyone around me is fully aware of the treatment we received. It is common practice worldwide for hotels to provide reasonable solutions for guests with late check-outs or late flights. Your hotel failed entirely in this regard.

When these issues were escalated to management, we were simply told that they were “sorry.” No attempt was made to correct the situation, offer an alternative solution, or provide any meaningful compensation. A verbal apology without action is not acceptable in a hotel of this category.

Additionally, the room was uncomfortably cold. There was no proper heating system available, and we were informed that an electric heater would need to be requested in order to warm the room. This further highlights the lack of basic comfort standards.

I expect this complaint to be taken seriously and reviewed at a management level. What we experienced does not align with the image or promises of your brand, and I would appreciate a formal written response addressing these issues.