Atlantis The Palm Anmeldelser 

After visiting Atlantis The Palm regularly for almost 20 years, I never imagined I would be writing a review like this. I am generally not someone who leaves negative reviews, and I fully appreciate that no hotel is perfect. However, after giving the team—including senior management—multiple opportunities to rectify what were, in reality, very basic service failures over a 12-night stay across two rooms, I feel compelled to share my experience.

The most concerning aspect was the complete lack of consistency in housekeeping and the apparent absence of ownership when things went wrong.

On the third day of our stay, we left our room at approximately 11:30am and returned around 7:00pm to find it exactly as we had left it. The room had not been serviced at all. I contacted Housekeeping, and the Floor Manager, Ismail, came to apologise. I accepted the apology in good faith and simply said that, whilst mistakes happen, this should not occur in a hotel of this calibre. I didn't ask for compensation or make unreasonable demands—I merely requested that my slippers be replaced as they were already heavily worn after only three days.

Remarkably, just two days later, exactly the same thing happened again. This time we didn't return until 11:00pm, only to find the room still untouched. With young children needing to get to bed, they were left having to reuse wet towels from that morning while we waited for housekeeping to arrive late at night. This simply isn't acceptable from a hotel marketed as one of Dubai's premier luxury resorts.

Unfortunately, matters became worse when I suffered what appeared to be food poisoning during our stay. The hotel's medical team attended promptly and professionally, completed a detailed assessment, including documenting everything I had eaten over the previous 72 hours and the restaurants visited, advising that hotel management would review the information and contact me. Despite chasing this through Guest Services, nobody from management ever followed up. Whether or not the hotel accepted responsibility wasn't the issue—I simply expected the courtesy of a conversation after such a serious incident.

Housekeeping standards throughout the stay remained poor. The toilet in our room was never properly deep-cleaned during the entire 12-night stay, with visible staining and debris remaining beneath the rim from arrival through to checkout. This is something that should never occur in any hotel, let alone one positioning itself as a world-leading five-star resort.

At checkout, I raised all of these concerns with the Duty Manager, who assured me everything would be investigated. I also queried our Half Board package, as we only discovered during the holiday that it now only applies to dinner, whereas on previous visits it had included lunch or dinner. This significant change was never communicated during booking or check-in. I was advised that the charges would be placed on hold while everything was reviewed.

Since returning home, however, I have received no follow-up whatsoever. No email. No investigation outcome. No copy of my final folio. Instead, my credit card has simply been charged twice, without explanation or any breakdown of the charges.

What disappoints me most is not that mistakes occurred. Every hotel, regardless of reputation, can experience service failures. It is the complete lack of empathy, communication and accountability that has left such a poor impression.

Atlantis was once a hotel where attention to detail genuinely set it apart. Sadly, based on this visit, those standards appear to have slipped considerably. As a loyal guest who has returned repeatedly over two decades, this was, without question, the most disappointing experience I have ever had at the resort.

I sincerely hope this review prompts management to reflect on what luxury hospitality truly means. It's not about impressive buildings or attractions—it's about consistently delivering exceptional service and making guests feel genuinely valued. Unfortunately, on this occasion, Atlantis The Palm fell well short of the standard that built its reputation.

They have a policy of double charging and then hiding behind saying it’s the bank and it’s in the terms and conditions that it takes 14 business days to return - I work in finance and this is ridiculous claim.

This policy was never explained at any point of time. When I was checking out I was like hey I already paid $3000, why are you charging me again and they were like it will be refunded in one business day.

It’s crowded and for the premium price tag there are far better options to stay on the Palm where you are really valued and made to feel special. Not to mention whatever your budget is prepared to pay double.

I wanted to take the opportunity given the recent experience in Dubai regarding the war. We arrived home yesterday. I just want to thank the hotel and the staff for there outstanding handling of the situation. They we fantastic at putting our safety first yet still managing to make it a calm enjoyable experience under the stressful circumstances. They were happy to accommodate to help make you feel more at ease, move to lower floors making room in conference rooms to sleep what ever you needed. The staff at this hotel were impeccable there service the hotel cleanliness and the options of dinning all outstanding. I will be staying again.

Beste 15 dagen vakantie tot nu toe gehad door dit geweldige hotel. Nog maar te zwijgen over het grootste wild waterpark ernaast. Top top top!

We booked 4 rooms over half term but the experience was not great.

CHECK IN PROCESS
The check in process was slow ... the guy on check in took 45 minutes and then told us all the rooms were on different floors. When we requested he tried to put at least 2 rooms together (as we had elderly parents with us) he spent another 15 minutes moving all the rooms and rather than explaining that he had now moved us to pool view (noisy) rooms rather than ocean view that we had paid for, he did it without saying anything. The next morning, we requested to be moved again to rooms that we had paid for. In the case of our elderly parents, the luggage was finally moved from the old room at midnight !!! There was some confusion at first as some items hadn't been packed, but we soon packed these items and told reception around 4pm but it still took until midnight to get the cases moved ..

CHECK OUT
On check out, we received no invoice and the guy on check out said there's nothing to pay but now we see charges on the card which we never had the opportunity to check. We are now painfully talking to them via live chat to obtain a copy invoice.

BREAKFAST
The breakfast room is so busy. You get a table quickly but it's not a relaxed experience.

HOUSE KEEPING
The rooms were always kept clean and nice touches by the house keeping team.

We had an extremely disappointing experience with Atlantis The Palm, from the booking stage through to the actual stay.
Our booking was flagged 8 days before the scheduled check-in date after Agoda contacted the hotel on our behalf, informing them that we were unable to travel due to illness. Despite this advance notice, the hotel refused any form of refund, date change, or credit, and stated that they would charge 100% of the booking amount (approximately R39,000) if we cancelled.
What made this particularly unfair was that:
The hotel had ample time to resell or reallocate the room
No goodwill or flexibility was offered at all
The amount involved is significant, and the response lacked basic customer empathy
For a property positioning itself as an ultra-luxury destination, this rigid and uncompromising approach to a genuine illness-related situation is unacceptable.
When we eventually arrived, the experience continued to be extremely poor. We had specifically selected and paid for an ocean view room, yet we were given a room facing the parking/entrance area with cars, which is not what we booked or paid for. The room was also dusty and did not reflect 5-star standards.
The check-in process was stressful and unpleasant. Night reception staff, including management, were unfriendly and unhelpful, and we were made to wait unnecessarily. Unfortunately, the day staff were also poor and did not improve the experience.
We had paid for a restaurant dinner, but without our consent it was replaced with room service, which is not an equivalent experience and felt like a downgrade.
Breakfast was equally disappointing. The fruit salad was stale and soggy, strawberries were either unavailable or given in tiny portions and replaced with other fruits without explanation, and the eggs were poorly prepared.
This was not a single mistake but a series of service failures:
Rigid and unfair cancellation handling
Incorrect room allocation
Poor cleanliness
Downgraded dining experience
Low food quality
Unprofessional and unfriendly staff
For a hotel that markets itself as a luxury destination and charges premium prices, the service, attention to detail, and overall guest care were far below acceptable standards. Luxury hospitality should come with fairness, discretion, and genuine customer care — unfortunately, this was not our experience at Atlantis The Palm.

Doesn’t know anything about Hospitality, Don’t Book there.
Book at Burj Al Arab, Al Naseem Hotel or Mandarin Oriental Dubai, Rixos premium dubai, Anantara The Palm Dubai Resort
I worked on hospitality for 15 years
That’s the first time I see that type of employee
Check the Camera and see how was your bellboy is approaching me??????????
On 08/12/2025, between 12:00 noon to 1pm,
Your team doesn’t know anything about hospitality or to handle your guests:
Receptionist:
1- I came to drop to shopping bags to my clients that I was accompanying them 3 minutes ago for check-in.
2- Receptions didn’t bother to call bellboy and give it to him, instead he said you can go outside and give it to the bellboy.
3- I asked him for my clients room number so he gave it.
Bellboy or my be bell captain:
1- was not wearing his coat
2- refers to me by hand saying just wait didn’t bother to look at me while talking.
3- I gave him one two shopping bags for my clients to send it to his room and I gave the room number but he refused to take it and instructing me to go back to reception and took the bags from the concierge desk and keep it the seating area and shouting at me, then asked him to call the duty manager he refused to do, then I asked him to leave then, become very close it seems he wants to bunch me.
Duty Manager:
1- I met here and gave one of client name but she said she couldn’t find it.
2- I told her I was here 7 minutes ago and I did check in for them with your colleague who standing over there, you can ask him even and he will give you the room numbers.
3- simply she said no I don’t need to ask him, I asked why she said for security reasons!!!!!!!
4- I told her you are her to cause a problem not to fix it, she said I will call security manager to come, within the time one of my clients came to the lobby as they were waiting for their room, I went to them, then your security manager approached us there start to talk with my clients who is your guest, then my client told him he is my assistant, at this moment everything should be ended up but due to poor of hospitality, your security manager was urging with my client and made them nervous.

Your team doesn’t no the word sorry
I really which type of hospitality is that

The have a black Friday offer of up to 35% but when writing tot hen and phoning them they can not say when this offer applies. Also the prices on their website is much higher then on ex. Booking. When approaching them for an answer they are not willing to provide it and they mix peoples booking. Very uprofessionel and no willingness to escalate internally or make a formal complaint. Just stall time and waste money. This is not a world class hotel.

This was our first stay at Atlantis Hotel, having previously stayed many times at Jumeirah properties in Dubai without a single issue. Unfortunately, this experience was deeply upsetting for our family and left us with no desire to return.

Despite emailing the hotel several times before arrival to confirm that we were travelling with two adults and three children, our requests for proper sleeping arrangements and three child car seats were ignored. On check-in, we immediately complained about the unsafe fold-out sofa bed provided for two children — with its exposed metal frame — but were told there was no alternative.

Tragically, on 30 August 2025, our daughter fell from this bed and struck her chin on a glass table that had been placed dangerously close by housekeeping. She had to be rushed to hospital for emergency plastic surgery and now requires further treatment in the months ahead. The impact on our daughter has been severe: she is in pain, traumatised, unable to start school on her first day, and cannot swim or go underwater as planned. Our children are now too frightened to sleep in the room provided and only sleep with us.

To add insult to injury, only after the accident did the hotel suddenly produce a proper bed — something they had told us was “unavailable” from the start. This raises very serious questions.

Instead of addressing the seriousness of the situation, the hotel’s only “gesture” was to offer swimming with dolphins and arcade games — an utterly inappropriate response given the trauma and medical impact caused.

A five-star family resort should never ignore repeated pre-arrival emails, dismiss safety complaints, or endanger children in this way. Sadly, our holiday was ruined, and instead of enjoying our time together we were dealing with hospital visits, medical bills, and sleepless nights.

Families considering Atlantis should think very carefully. Based on our experience, the hotel failed in its most basic duty of care.

I would like to highlight the excellent service provided by Kumar Gnanaa from Guest Room Services at Atlantis The Palm. He is fantastic at his job - everything I asked for was taken care of instantly and with great attention to detail. Kumar’s professionalism and efficiency made my stay even more enjoyable, and I truly appreciate his outstanding service.

I want to provide an updated review of my experience at The Royal Atlantis, moving my rating from 1 to 4 stars. This change is primarily thanks to AYSHA TABUSUM, an exceptionally polite team member who took the time to address my concerns and make amends. Her outstanding customer service truly turned my experience around.

While the hotel is quite bustling, almost like being in a mall, it may not suit those looking for a quieter and more exclusive atmosphere.

I provided some constructive feedback in my initial review, posted on August 20, 2025. Although many people have positive opinions about the hotel, I felt that my stay didn’t quite meet the value expected at this price point.

On arrival, I found the check-in process to be a bit lengthy. A more streamlined and personalised service would significantly enhance the experience; having staff manage passport and detail collection directly could make a big difference. I also noticed that the staff's demeanour felt more like that of an average hotel rather than what one would expect from a luxury establishment.

I have high expectations for my stay, and I appreciate the opportunity to share feedback for improvement. I look forward to further enhancements in the future! Back for improvement.
I'm looking forward to seeing further enhancements in the future!

Had a great time there.
Lots of water places around the large pools. Adults only areas if you want peace and quiet.
If you’ve got kids this is very well catered for.
The adventure / kids club is great and the staff all work very hard for the guests. Catherine at the adventure club was just fantastic.
Food was good with a wide variety. One problem I spotted was the amount of moaning guests. Honestly, some people are so privileged that they forget how lucky they are and to treat staff with some respect.
It’s expensive as you’d expect and the facilities are great. The water park was next level and I’d definitely return.
One bit of advice would be to book / reserve a spot for breakfast and evening meal if you’re going at peak times. Breakfast gets busy after 9am and dinner gets busy after 7:30/8pm.

If you’re looking for luxury, avoid Atlantis The Palm at all costs.
After 19 visits to Dubai, this has been the worst hotel experience we’ve ever had. Thankfully, we only booked three nights here before moving to another hotel for the remainder of our holiday.
• Room disappointment: We paid for a Palm View room, but were given one overlooking buildings with only a partial view of the Palm.
• Security issues: Neither the main door nor the balcony door locks worked. We were told they had been fixed, only to return and find the balcony door still unable to lock.
• Food quality: Breakfast was lukewarm at best. At Wavehouse, my carbonara arrived cold, and my chicken was served over five minutes after the fries.
• No peaceful escape: There is no quiet or relaxing pool area. All pools are filled with loud music, games, and staff using microphones for entertainment.
• Basic amenities missing: No drinking water is provided around the pool – something we’ve never encountered in Dubai before.
• Poor housekeeping: The room attendant dropped and broke my brand-new makeup powder, then simply left the remains in a plastic bag on the sink.
• Ineffective management: Promises to follow up were repeatedly broken. There’s a clear lack of accountability and guest care.

It’s our last night here, and we genuinely cannot wait to leave.

Not impressed, booked 3 palm rooms but given two ocean rooms! Emailed a week ahead requesting that the two queen rooms be next to each other and the king room did not have to be close by. when I asked at reception at check in they said sure no problem but when we got up to the rooms they gave us two queen rooms away from each other!! Absolute joke!

We had a terrible experience at Atlantis The Palm. The room we were given was dirty, with hair in the toilet, used face cloths, rubbish in the bin, and used amenities left behind. We had to wait hours for our bags, and when we complained, the housekeeping manager argued with us instead of resolving the issue—extremely unprofessional. We were eventually moved to another room, but even that had a leaking toilet, and my mother-in-law slipped and got injured because of it. For the price you pay at a 5-star hotel, this level of service and hygiene is completely unacceptable. Very disappointing stay. Won’t recommend.

I am writing this email to formally raise a serious complaint about our highly disappointing and distressing stay at your property on 22 June 2025.
We selected your hotel with high expectations due to its international reputation, but what we experienced was a complete failure in the most basic aspects of hospitality. Below is a summary of the unacceptable incidents during our stay:
Dirty and Unhygienic Room Assigned
Upon arrival, we were given a room that was not properly cleaned:
• There was hair in the sink and toilet (photo attached),
• Used face cloths and cotton were left behind,
• The rubbish bin was not emptied,
• Previously used amenities like the dental kit and cups were still present.
This level of hygiene is absolutely unacceptable for any guest, let alone for a property claiming to be 5-star.
Unprofessional Housekeeping Manager
After reporting the matter at reception, we had to wait over 30 minutes for someone to attend. The housekeeping manager who eventually arrived was not only unhelpful but instead argued with us and tried to justify the condition of the room. I had to request him to leave due to his inappropriate attitude and lack of resolution.
Delay in Luggage Delivery
We waited until 5:30 PM for our luggage to be delivered to the new room — a delay that added to our inconvenience.
Injury Due to Faulty Facilities in the Replacement Room
The second room we were provided had a leaking toilet. As a result, my mother-in-law slipped and suffered a fall, which caused physical discomfort and emotional distress to the entire family.
Harassment despite Late Checkout Promise
While we were offered a complimentary late checkout till 6:00 PM due to all the above issues, we were still harassed with 8–10 phone calls from reception starting from 3:00 PM, repeatedly asking when we would check out — which was deeply frustrating and disrespectful.
We feel deeply let down by this experience. The situation not only failed to meet the standards of luxury and hospitality but caused us mental stress, physical risk, and a complete waste of money and time.

Had a very disappointing start to our day at the beach club and brunch. The food was just okay, not worth the price at all but the service was terrible. Staff acted as if we were inconveniencing them. Upon entry we had to have our bags searched which was fine but the security staff were outright rude and dismissive. I will never recommend going to anyone and will never return. Even the staff in the check in office/store had an attitude. The service just put a damper on our day.

What a pleasant experience we had at the Atlantis. The staff were overly friendly and the house keeping were the best ones we have ever received. I went with my husband and 2 and 3 years old and the kids being very demanding and the staff member Kiran on the East Wing was very catering and helped us with everything we could need at our stay.

Wonderful hotel, great experience and a hotel that always provides 5 star service

Amazing ! Definitely five star hotel. We stayed for eight nights and loved our holiday. Staff are so nice and helpful. The facilities are amazing and clean. Will be coming back next year.

Good place. Every day it was clean, and the hotel staff were very polite and friendly.