Jumeirah Zabeel Saray

This was our ninth visit to the Zabeel Saray and it was such a disappointing stay to say the least we will start with the...... GOOD Very warm welcome back by Sunil great ambassador for this Hotel knows each and everyone by name and welcomes you back with a big smile every time nothing is too much trouble excellent member of the Group. Neville & Adam at the Plaj so curtious members of staff yet again these guys go the extra mile for there guests and make you feel so welcome. Steve who works in the Villas on reception and in the club lounge to us he is very much underrated he is such a peoples person so polite nothing is to much trouble for him one of the kindest and nicest person you will ever meet. Fadi who works in imperium restaurant kind and courteous and Anoosa who works in Club lounge bright smile very helpful and polite. THE BAD This is our ninth time at the Zabeel always book club lounge normally stay twice a year previous years we have E-mailed the hotel 3 weeks prior to see if a specific room is available as it???s a lot brighter than most rooms as more windows and don???t feel claustrophobic. After several messages we received one back saying they will do there best but hotel is very busy? On arrival we where greeted by Sunil went to go to club lounge been told it had been moved to the Voda bar? When we walked in we where gobsmaked nothing like the old club lounge very informal cold looking no real seating areas just table and chairs? We were greeted by Harshal nice guy came over introduced himself and told us he was sorry the hotel was 99% full we could not have our usual room but will sort one out for us ASAP. 5 hours later we got our room very small and dark but let???s run with it as we our not a couple to complain. Went for afternoon lunch no menu like previous times not freshly cooked for you just buffet style no choice and not very warm if I???m honest we settled for sandwiches most days which was disappointing. Went down later for happy hour 6-8 absolutely no atmosphere everyone sitting at the tables reminded me off a prison waiting room ( not that I???ve been in one pardon the pun) the drinks service was still as good but there was no atmosphere not like the old club lounge. The pool area is well run but to me as seen better days needs a bit off TLC. THE VERY BAD They said the hotel was full when we asked other members of staff they said it was only 60% full to us it was right as it did not seem busy as the other years we stayed there so why could we not get a reservation at the restaurants or when you did it was 10pm who eats at 10pm at night? Yet again we tried to book rib room sorry sir fully booked tonight there is other places similar in the hotel group where you can go and eat? OK so you our fully booked for 8.30 -9.00pm I actually went up to have a look to see for myself there was three couples dining in there and around 16 tables free so how come that???s fully booked? On our last day we tried to book again for 8.30 sorry sir fully booked I explained to Aishwarya what I did the previous time threw my toys out the Pram which I don???t normally do surprise surprise we got a booking for 8.30. This frustrates me about this hotel because the more you moan the more you get and it???s wrong for other guests who don???t on several occasions we know for a fact if you throw your toys out the pram they will upgrade you to the sixth floor suites but that???s not solving problems that???s just keeping you quiet. We have been staying at the Zabeel for the last six years and this stay we feel was not good. The club room change we personally think is wrong when it was moved from rib room to the cigar lounge was magnificent so we like change but this concept is not working. The staff need to be more people friendly that kind of personal touch as gone out the window for us. Would we recommend club lounge to our friends and family like other years not a chance, Big changes are needed for us to return once again which is a shame as we would go no where else in Dubai we thought this place was fantastic and the club lounge one of the best in the world just goes to show what a difference a year makes.

Everything about this place is amazing. I???ve enjoyed every minute of my stay. The decor, colour and lighting are faultless. The extra effort hotel makes is easily noticeable, esp when coming to every room multiple times if anything else is needed just goes the extra mile. Keep up the good work guys.

We have just returned after staying at zabeel Saray , we choose this beautiful hotel always as it???s a superb property and the service is always on a high level , we were greeted by Sunil who remembered us from previous visits and he went out of his way to help us , the restaurants and food variety was great as we were able to dine across the Jumeirah group , I would like to thank Paul Kumar for always promptly looking into any request , and for always making our stays at zabeel Saray memorable We cannot wait for our next stay at this beautiful hotel , Mr & Mrs sanger