DAMAC Maison Distinction

One of the worst hotel experiences I have ever had in the UAE.

The customer service was extremely disappointing from the moment we arrived. I found some members of staff particularly rude and unhelpful, and the overall attitude towards guests was very poor.

The housekeeping was also extremely bad. Basic items such as toothpaste and toothbrushes were not provided, and even when we asked for tissues or water, staff appeared reluctant to provide them. The rooms are old, poorly maintained and in need of serious refurbishment. We experienced toilet leakage, and there were no proper blinds or blackout curtains, which made it extremely difficult for our young children to sleep during both the day and night.

The biggest issue, however, was what happened with the security deposit and the remote control.

We paid a AED 200 deposit. During our stay, my son accidentally dropped the remote control, causing it to open. Housekeeping took a picture and apparently sent it to management. When we returned to the room, I personally fixed the remote. It was working properly.

When we checked out, the hotel suddenly demanded AED 395 for the remote. I explained that I had already fixed it and took the manager to the room myself to demonstrate that it was working. We tested it with the TV and it worked.

At that point, instead of accepting that the remote was functioning, they changed the explanation and claimed that there had supposedly been four remotes in the room when we checked in.

I asked them to provide evidence of this — such as a room inventory, check-in checklist, photographs, or any document showing that four remotes were present when we arrived. They were unable to show me any such evidence.

I repeatedly asked them to deal with the matter quickly because I was already at risk of missing my flight. Instead, they continued going through the room and started raising additional claims, saying things such as a towel and bedsheet were missing.

What was particularly disappointing was the change in attitude. At reception they were speaking politely, but once I took the manager to the room to demonstrate the remote and discuss the alleged damage, their attitude became increasingly rude and confrontational.

I have stayed in many hotels in the UAE, and this was by far one of the most frustrating experiences I have had. The combination of poor housekeeping, badly maintained rooms, inadequate basic amenities, poor customer service and the way the deposit issue was handled was completely unacceptable.

I would strongly recommend that management seriously review the condition of the rooms, housekeeping standards, staff behaviour and, most importantly, the way guests are treated when there is a dispute over deposits or alleged missing/damaged items. I have fully recording but there is no option to post it here

Excellent location and hotel for Dowtown dubai