Guest feedback splits between standout staff and major operational problems. Several reviews praise fast help from named employees and strong housekeeping. Others describe billing mistakes, withheld deposits, strict cancellation rules, and room safety issues. Overall, some stays were memorable for service, while others left guests upset.
Examples from available reviews (Sep 2025 – Mar 2026).
Unauthorised large charge withdrawn and emails ignored by hotel.
“withdrew over £2,000 from our account without authorisation”
Unsafe bed caused child injury and hotel failed to address concerns.
“our daughter fell from this bed and struck her chin on a glass table”
Exceptional, prompt and professional service from Kumar Gnanaa.
“everything I asked for was taken care of instantly”
Eight-night stay with helpful staff and excellent, clean facilities.
“The facilities are amazing and clean.”
Reviews show two very different experiences with staff. Some guests name employees and describe quick, polite help and reliable housekeeping. Others report rude or unhelpful staff and security, which soured their stay.
Most value complaints center on charges and refunds. Several reviews mention unauthorised withdrawals, double payments, and deposits not returned, which lowered the sense of value. A smaller group says the facilities and service made the price feel worth it.
Guests often mention family amenities and the kids’ club as highlights. More serious negatives include being put in the wrong room and incidents that led to injury or emotional distress. Both types of experiences show up in stays of different lengths.
Some guests point to clear room and facility issues, including dirty rooms, faulty locks, and an unsafe bed. Others describe clean, well-kept facilities during their stay. Multiple reviews raise safety-related quality problems.
Many reviews flag problems with billing clarity and follow-up. Guests describe emails going unanswered, promotions that were unclear, and refunds being denied unless they made a new booking. Timely replies and clear confirmations are common expectations that were not met.
Feedback is sharply split between five-star praise and one-star complaints. Named staff and solid housekeeping made some stays stand out. For others, billing, safety, and service breakdowns led to stressful outcomes.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (23) · Quotes shortened · As of: March 2026
Rigid cancellation policy, incorrect room, and poor service throughout stay.
“the hotel refused any form of refund, date change, or credit”
Multiple staff failures displayed poor hospitality and mistreatment.
“Your team doesn’t know anything about hospitality”
Promotional offer unclear and bookings mixed; staff unhelpful.
“they mix peoples booking”
Unsafe bed caused child injury and hotel failed to address concerns.
“our daughter fell from this bed and struck her chin on a glass table”
Exceptional, prompt and professional service from Kumar Gnanaa.
“everything I asked for was taken care of instantly”
Polite staff member improved the stay despite busy, impersonal atmosphere.
“thanks to AYSHA TABUSUM, an exceptionally polite team member”
Family-friendly resort with excellent kids' facilities and helpful staff.
“The adventure / kids club is great”
Room, security and service failures made our stay feel far from luxury.
“Neither the main door nor the balcony door locks worked.”
Booked three Palm rooms but were given two Ocean rooms instead.
“booked 3 palm rooms but given two ocean rooms!”
Dirty rooms, slow luggage and a slip injury from faulty facilities.
“room we were given was dirty, with hair in the toilet”
Rude security and poor service ruined our beach club and brunch experience.
“Staff acted as if we were inconveniencing them.”
Friendly staff and excellent housekeeping made our stay pleasant.
“the house keeping were the best ones we have ever received”
Consistently great five-star hotel experience and service.
“always provides 5 star service”
Eight-night stay with helpful staff and excellent, clean facilities.
“The facilities are amazing and clean.”
Clean hotel with polite and friendly staff throughout.
“Every day it was clean, and the hotel staff were very polite and friendly.”
Deposit not returned despite calls and promised 48-hour timeframe.
“they have not returned my deposit”
Security staff were insulting and discriminatory towards an Asian guest.
“The security staff was insulting.”
Stay caused family anxiety and sadness after learning staff pay.
“Atlantis The Palm Stay caused me and family wife and children mental anxiety depression, sadness”
Hotel refused refund unless a new costly booking was made.
“a refund would only be possible if I first made and paid for a new booking at The Royal Atlantis”
Multiple billing and communication failures caused stress and delays.
“Double charged for my stay.”
Unauthorised large charge withdrawn and emails ignored by hotel.
“withdrew over £2,000 from our account without authorisation”
Double payment taken and hotel failed to resolve refund requests.
“Two payments, for one booking—just to stop them from cancelling my holiday.”
Chargeback denied and felt humiliated by the resort's actions.
“They only know how to cater to the mass market - avoid them.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Atlantis The Palm Dubai is a resort on the Palm Jumeirah in Dubai. It offers a range of rooms and suites, along with multiple restaurants and bars. On-site attractions include Aquaventure Waterpark and The Lost Chambers marine aquarium. The resort also hosts conferences and weddings and has views of the Persian Gulf and the Dubai skyline.