Hyatt Andaz Dubai The Palm

Generally the whole experience at the Andaz was exceptional. The rooms and all areas of the hotel and grounds were very clean. La Coco Social was our favourite drinking/Eating spot - very chilled and overlooked the pool and beach. The food was excellent and reasonably priced. The guys on the beach putting up umbrellas were very attentive and deserve a mention. The only thing that was not 5 star was the dinner buffet in The Locale. The starter station with cold meats and salads was great but the choice on main courses was poor and the food was luke warm. It was very disappointing!!

I recently stayed at Andaz Dubai The Palm for four nights, and unfortunately my experience has been overshadowed by issues around cost transparency and how matters were handled after my stay. Upon arrival, after a night flight and in a very fatigued state, I was offered a Junior Suite at check-in. I accepted what I believed to be a modestly priced upgrade, as I did not wish to share with a colleague. It was only after returning home that I fully realised the total cost exceeded £1,400. During the stay itself, there were also some concerns. Lunch service was at times noticeably slow, and several colleagues experienced disruption from drilling works on lower floors. While my own room was not directly impacted by noise, it was disappointing that such works were ongoing in a hotel positioned at a premium level. Some colleagues were offered what they believed to be goodwill gestures (such as vouchers) in response to the disruption, but later found these had been charged at checkout, which added to the confusion and suggested a lack of clear communication. Following my stay, I contacted the hotel to raise these concerns. To their credit, the Duty Manager contacted me directly and we had a constructive and professional phone conversation. During that call, I was led to believe that a refund of approximately 50% of the total stay cost (around £750) would be provided, or alternatively a substantial amount in Hyatt vouchers. This seemed like a fair and reasonable resolution at the time. However, the written follow-up referred instead to “50% of the upsell amount,” and after waiting over 20 working days, I received a refund of just £92.36. While I acknowledge that a partial refund has been made, the difference between what was discussed verbally and what was ultimately processed is significant. This has left me feeling that there was either a lack of clarity, a breakdown in communication, or possibly a misunderstanding during the conversation. Given similar confusion experienced by colleagues during the stay, this raises broader concerns about consistency and transparency. Overall, the hotel itself is well presented and staff are courteous, but this experience has impacted my trust. I would strongly encourage future guests to ensure that all upgrade costs and any goodwill gestures are clearly confirmed in full before agreeing, particularly after long journeys. A disappointing outcome to what could otherwise have been a very positive stay.

Amazing hotel. Breakfast is fantastic. Thanks to Prit and Sultan.

All is very good. Nice location. Nice beach. Excellent pool. Good COCO bar. Polite stuff. We enjoy food in restaurant. We have breakfasts and dinners. Non alcoholic drinks are free. Rooms with double balcony is perfect. Additional bad is for free. Bar fullfillment with soda pepsi and water is for free .. we stayed here 4 times. I am sure soon will be the 5th.

We recently stayed at 5-star Andaz hotel and, unfortunately, the experience fell far below expectations. While the hotel itself has a great location, a beautiful beach, and well-designed rooms, these positives were overshadowed by several major issues. The biggest concern was the shared pool area with residence guests. There were many children who were extremely loud, running around, cycling, splashing, playing inside the pool right next to people trying to swim (personally I was hit in the head with a ball, previously informing life guards that kids are playing right next to us) and generally out of control. This made it very difficult for other guests to relax. What was more frustrating was that security staff were noticeably rough to some tourists with “pool rules”,which we never experienced living in Dubai for 10 years and visiting most of resorts, yet openly admitted they could not address the children’s behavior because they were “afraid of the parents” per them. This lack of management and consistency is unacceptable for a hotel of this standard. Service overall was disappointing. Room cleaning was inconsistent, and we had to repeatedly follow up just to have basic housekeeping done. There was also no assistance with luggage at any point, hotel has a self service , making the stay not like a 5 star resort facility . The pool facilities were poorly organized. While the upstairs pool is nice(it was very windy at the moment we stayed, that’s why we preferred pool by the beach) and the food in the hotel is good, the beachside pool area is very disappointing. There are no proper shower facilities, and access to restrooms is confusing and restricted for certain resident guests, which is not clearly communicated, we had to use restaurant washroom with no shower facilities. Next to the pool lots of “under renovation/out of service” boards and it’s so confusing to find the way even to get towels, life guards by the pool is not assisting only one staff, who is by the beach might bring you a towel, if you are lucky to find him. The whole setup feels poorly planned and managed. One of the most frustrating issues was with billing. I was double charged during my stay I got second deduction long after we left, and the hotel was unable to properly investigate or explain the issue. Instead, they simply blocked the amount for a month without clear communication. I then had to spend several weeks chasing them for updates and resolution, which is completely unacceptable, had to follow up with bank, that’s not what you would like to do after you vacation stay! Overall, despite the hotel’s strong physical attributes, the lack of proper management, poor service standards, and unresolved billing issues left a very negative impression. I would not recommend staying here unless these issues are addressed.