Citymax Hotel Al Barsha at the Mall

Extremely disappointing experience. I booked a smoking room through the app, but when I arrived, the receptionist told me that no smoking rooms were available. I was then warned that if I smoked in a non-smoking room, I would be charged a 200 AED fine. This should have been communicated before accepting my reservation, not after I arrived. My friend had accidentally forgotten her passport. I completely understand that checking in requires the original passport and I respect the hotel’s policy. However, I politely suggested that they check me in first while my friend went to bring her passport. Instead of trying to help or offering any reasonable solution, both the receptionist and the duty manager spoke to me in a rude, dismissive, and unprofessional manner. What disappointed me the most was not the hotel policy—it was the attitude. Customer service is about communication and respect, and unfortunately, neither was shown during my visit. After a long and unnecessary argument, I had no choice but to leave the hotel and lose the money I had already paid for the reservation. I sincerely hope the manager who was on duty that day learns how to speak to guests with professionalism and respect. Policies should be enforced, but there is never an excuse for poor customer service. I will not be returning, and I cannot recommend this hotel based on my experience.