Jannah Burj Al Sarab

Very nice room clean by bikash and Roshan room is complete and very nice

Housekeeping Anjil oli good service clean 👌 room nice hotel

Unfortunately, this was one of the most disappointing hotel stays I have experienced.

I booked my stay through the Island website, which I have always considered a trusted booking platform. However, the level of service provided during our three-night stay was far below what I expected from a hotel of this standard.

I would first like to recognize Shiyaz at the reception, who handled our check-in smoothly and professionally. I would also like to thank Yousof from Reception for the smooth handling of the payment for our extra bed.

Unfortunately, the positive experience ended there.

We booked two rooms for eight guests, including children. When we received the rooms, we found only one towel, one bottle of water, one tea bag, and one sugar in the room, despite the number of guests staying.

We immediately requested additional towels, but it took an extremely long time to receive them, and they were not delivered until after 8:00 PM.

During check-in, we also requested baby cribs for both rooms. We were assured that they would be provided before 6:00 PM. However, despite staying for three nights and making several follow-up requests, the cribs were never provided.

We also requested an extra bed, for which we paid AED 300 for three days. Although the payment was handled smoothly by Yousof, we then had to wait approximately 1 hour and 15 minutes for the bed to be delivered. I understand that the hotel may have been operating at high occupancy, but once a service has been requested and paid for, I believe such a delay is unacceptable.

The following day, we requested to move rooms because the air conditioning in Room 104 was not cooling properly. The room move was arranged while we were spending the day at Yas Island.

However, when we returned to the hotel after 7:00 PM, we discovered that the extra bed—which had already been paid for—had not been transferred to the new room, Room 705.

Once again, we had to go back and forth with Reception and contact the operator several times to arrange something that had already been paid for. We eventually waited approximately another hour for the extra bed.

What was most disappointing was the lack of communication and follow-up. We repeatedly had to chase the hotel for basic requests instead of the hotel taking ownership and ensuring that the requests were completed.

I completely understand that hotels can experience high occupancy and busy periods. However, high occupancy should not result in guests having to repeatedly call, visit Reception, and wait hours for basic amenities and already-paid services.

For a hotel located in such an important and busy business and leisure area, I honestly expected a much higher standard of service, organization, communication, and guest care.

Unfortunately, based on this experience, I cannot recommend this hotel and I sincerely hope management takes this feedback seriously and reviews the operational issues with the relevant departments