Atlantis The Palm Anmeldelser 

Hi I have stayed at the atlantis palm in January and they have not returned my deposit.i have called many tyms and they didn't get back to me.i have no idea as to way they are holding my deposit back when checked out they said it would take 48 hours nows it's almost 3 months

The security staff was insulting. I went there on an invitation from Microsoft for an event. When I reached the entrance, the security staff waved at me as if I was a no-one and uninvited guest, and was asked to continue straight and call someone from Microsoft to sort out parking issues. All the while, they let any Arab or European visitor to the same event, without asking any question. Utter disrespect for guests arriving at their hotel, especially if they were of Asian descent. The security staff needs more training on how to behave with the guests of the hotel. I pity those who pay exorbitant rates to stay at the hotel.

Atlantis The Palm Stay caused me and family wife and children mental anxiety depression, sadness after realizing the staff workers are paid peanuts, we left the Hotel immediately , my children became very sad to learn about it , very disturbing bad experience Hotel, we will never go on holiday in Dubai again ever

I accidentally booked a stay at The Palm through Expedia instead of The Royal, which was entirely my mistake. However, resolving this through Expedia has been an absolute nightmare. Despite this, I reached out to customer service at Atlantis to see if they could assist by either transferring my booking to The Royal Atlantis or issuing a refund so I could rebook. Unfortunately, they informed me that a refund would only be possible if I first made and paid for a new booking at The Royal Atlantis. This effectively means that in order to secure a refund for The Palm, I must make an additional booking of £5000-6000.

I contacted them within 24 hours of realizing the error, but they have refused to issue a refund for what was clearly a simple mistake. Their handling of the situation has been highly unprofessional and disappointing. Especially as no guarantee that Expedia would actually give me the refund, as well as already losing my flight worth £1300. itinerary: 72998712590266

There are many reasons I would NOT recommend this hotel:
1. Aggressive number of emails threatening to cancel my booking despite timely payment.
2. Double charged for my stay.
3. Misaddressed as "Mr," and I am Ms
4. Lied to me multiple times saying they had issued a refund, then blamed my delayed refund on have system issues.
5. Embarrassment caused by the actions of the staff.
6. Hours wasted on phone calls and follow-ups with no proactive resolution.
7. Stress and frustration overshadowing the entire holiday experience.
8. Delayed refund process, recieved nearly a MONTH later.
9. Lack of genuine concern or urgency in resolving the issue.
10. Toileteries did not contain a shower cap - I had to call to ask for this.
11. Aqua park charges for lockers... and does not even have bags for wet clothes.
12. Waiters take away your plates before you even finish your food.
13. Not much in the local area.

Disgraceful Customer Service and Unauthorised Payment Withdrawal

Our recent experience with Atlantis The Palm Dubai has been nothing short of appalling. After being loyal guests for over five years and staying at the hotel multiple times, we were met with unprofessionalism, inefficiency, and outright misconduct by a member of their team, Jaouad Ouahhoud.

During our stay from October 4th to October 8th, all payments were handled as per their process. At check-in, we presented a card for incidental expenses, and at check-out, we were assured there were no outstanding balances. In fact, a partial refund of £161 was processed for unused deposit funds. Fast forward nearly three months later, and Atlantis not only started chasing us for an alleged outstanding payment but, shockingly, on Christmas Day, withdrew over £2,000 from our account without authorisation.

This unauthorised transaction not only caused our account to go into overdraft but also displayed a complete disregard for data protection laws and customer consent. Despite multiple emails sent to address this issue, Jaouad and his team ignored our concerns, failed to provide a timely resolution, and instead treated us as though we were at fault.

What makes this situation even more unacceptable is the repeated mishandling of our booking. This is not the first time errors have occurred – previous mistakes with reservations and personal details only highlight a pattern of inefficiency within Atlantis’s operations.

The tone and manner of communication throughout this ordeal were insulting. Rather than acknowledging and rectifying their mistake, Atlantis attempted to justify their actions, further adding to the distress caused to my family.

For a hotel that markets itself as a world-class establishment, their actions have been anything but. We have lost all trust in Atlantis The Palm Dubai and will never return. If you’re considering staying here, be warned – their incompetence and disregard for guest welfare could lead to an experience as distressing as ours.

To Atlantis, this is not just about an unauthorised transaction; it’s about your complete failure to provide the level of service you claim to uphold. You owe us not only an immediate refund but a sincere apology for the stress and inconvenience caused.

The hotel continue to ignore all emails, my bank are now processing a chargeback and I have raised a fraud charge against Atlantis. How can you proceed to defraud customers after they’ve paid all outstanding monies.

Shame on you, Atlantis The Palm Dubai.

Let me just say this upfront: my experience with Atlantis, The Palm has been nothing short of a complete disaster. This is not a 5-star hotel; it’s a 0-star experience dressed up as luxury.

Here’s the rundown: I gave them my card details for the booking, thinking everything would be smooth. Instead, I was hounded with cancellation threats until I made a second payment out of sheer panic. Two payments, for one booking—just to stop them from cancelling my holiday.

When I arrived, I raised the issue, and they told me they were sorry and promised to resolve it within 24 hours. Spoiler alert: they didn’t. I went back again, and they emailed me saying a refund had been issued. But guess what? It hadn’t.

Since leaving, I’ve been ignored, avoided, and flat-out lied to. I’ve requested a callback FIVE times, and not once have they followed through. At one point, they even tried to claim they only had one payment—so I had to send proof myself. Finally, on December 27th, they claimed to have issued a refund. So all the lies before that? Just ignored, no apology, no acknowledgment.

When I told them how disappointed I was, their response? A “free room upgrade” for my next stay. Seriously? Why would I come back to a hotel that’s treated me like this? That’s not an apology—it’s an insult.

Oh, and as if the experience wasn’t bad enough, they couldn’t even get my name right. Despite having all my details, they called me “Mr.” in their communications. Small detail, maybe, but it just shows how little care or attention they’ve put into resolving this mess.

It’s been almost four weeks, and I’m still chasing my refund. I’ve spent hours on the phone, following up on something that should have been resolved before I even left the hotel.

This is not luxury. This is stress, incompetence, and complete indifference to their customers. Atlantis, The Palm, has completely tarnished what was supposed to be a relaxing holiday.

If you’re considering staying here, don’t. Save yourself the frustration, the time, and the money. They might have a shiny exterior, but the service is a nightmare, and their treatment of guests is downright appalling.

These guys don't know how to cater to high end guests. For the first time in my life I had a resort chargeback denied, which was humiliating.

Turns out "they were messaging my TV" (wtf?) and really had just taken a far too small deposit. How do I know it was too small? We were on full board so the only charge backs were wine at dinner and baby sitting.

They only know how to cater to the mass market - avoid them.

Really not the same service/experience as it used to be and i was overcharged by 500GBP and have been passed around for the past month not really handling the request blaming probable bank charges when its blatently incorrect.

I wouldnt recommend coming here anymore. In what was a good experience never lasts. The service just gets worse and worse year on year and now feels more like a 3 star service, my average spend at dubai atlantis has been around 8k per year for the last 5 years and the experience just doesnt reflect that anymore . Avoud, there are other places in dubai.

Super friendly; the entire family enjoyed our recent visit, which underlined why we work so hard to provide our family with such a fantastic trip. I have daughters, nieces, aunts, uncles, cousins, and friends, and we cannot get enough ; the service and staff are fantastic. 8 visit now and we will return every year,

Inamissible ! you are thieves! I paid and booked a stay during the floods I put all my savings for my family and everything was cancelled not a plane was flying!! you refused to reimburse me and I want to come back but you make me pay again!! I hope you come across people like you!

what can i say this hotel
is 5star from start to finish
best hotel
to bring young teenagers and younger children
but a big shout out to HADI the valet parking worker
man this guy pulls out all the stops and makes so easy when u r using a car here
he had my car fueled and cleaned for me
he had it all done with no stress at all for
me
and the price of the company he used was mega reasonable
looking fwd to my next trip

27.06.2024 - 01.07.2024

Absolutely brilliant hotel. From a smooth check in and check out process to cleanliness, spacious rooms and excellent customer service from staff. The water park is complimentary with the stay. Mariam delivered breakfast with room service, she had remarkable customer service and was very welcoming. Kiran was also very pleasant, kind and helpful.

There is a security deposit of roughly £100 per night required upon check in, just to be aware of. This is refunded upon check out minus taxes.

Brilliant stay! Will be staying again!

This has been our 7th stay in Atlantis (6th - 14th April 2024). We as a family really enjoy your hotel and planning to come back next year April again.

I would like to provide a feedback as this time few people really stood out with their impeccable service.

Shohey / Jison - room cleaners - our room was made up beautifully, always clean. Both very attentive, asking if we need anything all the time. We had our daughter with us so the room was bit messy and hard to keep tidy but their both did a very good job.

Adonis and the Team at the family pool - basketball in the family pool. He really knows how to work with kids. My daughter absolutely adored him and talked about him all the time. The basketball game twice a day was her higlight and she wanted to do it every date

Ashen and the team - breakfast / dinner server - very polite, very attentative, took a really good care of us.

Security team is also still amazing .

Five stars from us . gold service. Very happy.

Beautiful hotel and very kind staff. We will be coming back

The Aquaventure is not worth the money, you have to wait 30-60 mins at every attraction without the fasttrack which doubles up the entrance and online payment never sends the confirmation so I had to pay twice with the same credit card so almost 2200 AED for 3 people. At the counter they told me to get back on the way out for refund but now I have to wait 6 banking days, you have to trust them and they don't trust you.

I stayed at Atlantis for a week. Single mum with 2 kids and it was worst hotel
I ever stayed. I don’t even know where to start. Never came across such a bad service. This was our 4th time in Dubai and by far this is the worst hotel.
Firstly double standards, if you are white women don’t expect to be treated same as men.
Secondly, issues over safety and way you get treated. I made booking at private area at the water park, nobody was there at check in so just preceded to empty bed. Later someone came and said I have no booking and can’t stay. Explained booking was made last night but they would not listen. In rude manner they escorted me out! Like some fraud. Worst is that by then kids already left for rides and I could not find them for over 3 hours. They would not let me even stay and wait for kids! I was guest of the hotel, £10k holiday and treated in rude manners despite of making booking at that area. Just to find out that apparently staff forgot to make the booking. What about safety of the kids! Awful.
Sadly same happened once again! There is no communication between staff or their English is really bad. On top extremely rude and don’t care about kids safety.
There were so many other situation when service always awful like their restaurant. Also breakfast buffet is ridiculous queues… definitely spend your money somewhere else!

Went for dinner with my little girl only 6 she ordered chicken and chips from kids menu which was spicy my self calamari as a start and lamb chops as a main and guess what I got the main course before startes when I said the waitress about my little girls spicy chicken the answer was all chicken is marinated with spice as is Lebanese food when i said the menu doesn't say is marinated
he said i was tbe first to complain but never offered any solution to change food or anything.
which 6 year old would have spicy food lol when I asked why is my main before startes all I got sorry I got it wrong and left the plate on the table then try to charge service charge maybe food is gd maybe I got un experienced waitress but was rubbish never again

this is good hotel my son like it too much

We booked the Atlantis for our Wedding Anniversary. We were disappointed that our Anniversary was not mentioned at all. We were given a corner table in the restaurant. We were on half board and there were queues for breakfast, which took about 30mins to get a table. It an expensive hotel but we felt it was over priced and not value for money.
The boys loved the water park.