Doubletree by Hilton Resort and Spa Marjan Island

Although the room was excellent, we were very disappointed with the service. From the time of check-in, our luggage was taken but we didn't receive a luggage tag. At the reception, we were told to pay an amount more than the booking was for, which was eventually rectified. We received a call the day before check-in asking for the estimated time of arrival and I asked for early check-in (noon). I was informed it will depend on availability, which is understandable. We got to the hotel at 12:30 pm and were informed the room was free but had to be cleaned and only received the room by 2:45 pm. We paid for a deluxe sea view room but once we walked in we had no sea view, not even partial! Our room view was a lawn and partially to the pool. When we confronted the reception, they said we should get a higher floor to get sea view! This was clearly deceptive advertisement, and we eventually got a room discount after complaining which we are grateful for but unfortunately the damage and disappointment was already done. I had a white polo shirt that was placed with the luggage upon check-in, when we picked up our luggage on the way to the room, it had a few black stains due to obvious mismanagement of guests' luggage. I eventually asked the duty manager to send it laundry, which she happily did and was very professional and apologetic. I was told I would receive it either the same day or the day after. This didn't happen the same day and the day after I had to call laundry and reception 4 times to finally get it back by 8:00pm still with black patches all over the shirt. I had to return it to laundry for them to wash it again and had to go to dinner with a cut off shirt since I didn't have anything else to wear. Once I sat for dinner with my wife, I was told I couldn't wear a cut off shirt as the restaurant had a dress code. Obviously if I had my polo shirt, I wouldn’t have gone in a cut off shirt. The altercation at the restaurant was embarrassing and unfounded as the hotel was at fault. Throughout our visit, my wife and I ordered food at the pool bar for our lunches. The pool bar was very unorganized due to the heavy volume of ‘all inclusive packages.’ We were not on a package and therefore everything took even longer. The alcohol used in our drinks, which were full priced, was the same as the alcohol used for the ‘all-inclusive packages.’ The alcohol was very poor quality and the types should be separated for people who are paying full prices and those on packages. The pool was not ready to take our orders and process the payments. The food orders were done through in room dining and took 45 minutes to arrive. On the last day before leaving the food came and they didn’t find us so they left. When the food returned it was cold. The team was eager to help and replaced the fries, but the main course remained. ...You can see where this is going. Upon check out, I was asked to fill in a quick survey and gave it back with my comments and mentioned to the receptionist that I wasn’t satisfied, his immediate reply was “I’m so sorry sir, can I proceed to charge your card now?” I was shocked and asked to see a manager but was told there was no manager on duty. I proceeded back to the guest relation lady that handled my white polo shirt and she was very apologetic and professional again and proposed to get the manager (so now there was a manager on duty!). I would like to thank that young lady but forgot her name. Once the manager Yuliy Slavov came, he was very professional and understanding of the situation and offered to provide compensation on our next visit should we wish to come back to the property. I've been living in the UAE for 30 years and this is by far the worse experience I've ever had with a Hilton hotel, definitely not the Hilton standard we are used to. My wife and I regularly visit the Hilton Resort and Spa in RAK and the service is far superior. I hope they get their act together.

We arrived early hours of the morning and were greeted by pleasant staff. Really clean modern hotel as were the rooms. The Air conditioning worked well, the bed and pillows were really comfortable and the room was cleaned every day. Many thanks to our housekeeper Nagesh, who kept our room clean and tidy every day. There was a really nice feel to the place, relaxing atmosphere on the beach and around the pool. Always plenty of sun beds on the beach and a nice pleasant vibe. The food was good quality, varied and plentiful and we rarely had to queue for long. If you don't like smoking, be aware that smoking is allowed at some of the outside tables. We had the pleasure of a cigar smoker on the next table during dinner one evening. The staff are pretty attentive and we found tipping eased things along, although not expected by staff they were worth it. There is wifi in the main lobby but not in the rooms, but hey it's a holiday not a business break for us. The only thing I didn't like was the view from our room (1603). It overlooked the front of the hotel and a road which was noisy, therefore we never got to to use the balcony. I would definitely recommend a full day in Dubai, you can get a taxi from the hotel straight there. I would definitely recommend The Double Tree Hilton. Modern, clean, good for and drink, well equipped hotel with well trained, polite and professional staff.