Emirates Grand Hotel

Our stay at Emirates Grand Hotel was one of the worst hotel experiences we’ve ever had. We booked and fully paid for a Grand Suite through Agoda, and our reservation was confirmed by the hotel. However, when we arrived, there was a very long queue at reception because the hotel was already experiencing issues with other guests. After waiting in line, the receptionist simply told us that there were no available Grand Suites, even though our booking had already been confirmed. When I asked how that was possible, her response was, “I don’t know.” She said there was nothing she could do and suggested that we downgrade to a smaller room with just an extra bed, even though we were 3 adults and 1 child. We had paid for the more expensive room, so this was completely unacceptable. We waited for almost 2 hours before they finally offered us two separate rooms instead. Unfortunately, the customer service made the experience even worse. During our time at reception, the staff came across as rude, dismissive, and uninterested in helping guests. There was little communication, no apology for the inconvenience, and no effort to make the situation right. Instead of showing empathy, we felt like our concerns were simply brushed aside. When we finally went to see the rooms, we were shocked. It honestly felt like walking into an abandoned building. The cabinets were broken, the balcony was extremely dirty, covered in thick dust, bird droppings, and cigarette butts. The hallway was full of garbage, creating a very unpleasant and unhygienic environment. What concerned us the most was the lack of security. The room door did not lock properly, and the key card system wasn’t working at all. Anyone could potentially enter the room, making us feel completely unsafe. At that point, I told my family that I didn’t want to stay there. We left because we did not feel comfortable or secure. This hotel failed to provide the room we had paid for, handled the situation unprofessionally, and offered accommodations that were dirty, poorly maintained, and unsafe. Based on our experience, I cannot recommend this hotel. It was an extremely disappointing experience and, in our opinion, not deserving of even a 1-star rating.