AVANI HOTEL Breathtaking 180 View of the Palm /Burj Al Arab

Positive: The Filipino staff on the ground floor were very helpful, friendly, and welcoming throughout our stay. We would also like to thank Dawood at the reception desk for his excellent service. He was professional, courteous, and offered us a special rate, which we greatly appreciated. His hospitality made our experience even more enjoyable. Negative: Unfortunately, we had a very disappointing experience with our booking. When making the reservation through Booking.com, I was not aware that the apartment was managed by a third-party owner rather than the hotel itself. We arrived at the hotel around 4:30 PM, which was within the check-in period, but the reception staff informed us that they could not assist because the person responsible for handing over the apartment key was not available. This was a very stressful situation, especially as we were traveling with two young children and my brother is a special needs and were looking forward to enjoying our vacation. We repeatedly called the third-party contact number, but no one answered until around 7:00 PM. When someone finally responded, the lady on the phone informed us that the person responsible for giving us the key had already left. She then suggested that we cancel the booking and assured us that there would be no cancellation fees. At that point, we were very concerned and unsure about the situation, which left us with a poor impression of the booking experience. Thankfully, Mr. Dawood at the hotel reception stepped in to help us. He was professional, understanding, and very supportive. He assisted us in making a new reservation at the same hotel and helped turn a stressful situation into a positive one. His confidence, kindness, and willingness to help made us feel comfortable and relaxed again. While the issue with the third-party apartment booking was very disappointing, we are grateful to Mr. Dawood and the hotel staff for their excellent support and customer service.