Shahid J., Sep 14, 2025

To: The Management, Swiss Hotel Al Gorel, Dubai Subject: Formal Complaint Regarding Room Conditions and Service Dear Sir/Madam, I am writing to formally raise a complaint regarding my recent stay at your hotel. My family and I had booked a living bedroom apartment for seven nights, with our scheduled check-out on Monday. Unfortunately, we encountered a highly distressing incident during our stay that has left us extremely disappointed with both the room condition and the level of service provided. On Saturday early morning at approximately 3:00 a.m., we discovered that the bathroom ceiling in our apartment was dripping and leaking. We immediately contacted the reception multiple times to report the issue, but our calls went unanswered and no assistance was provided at that critical time. As a result, the bathroom was left to flood throughout the night. In the morning, we personally reported the incident at reception, supported with video evidence, after which action was finally taken. However, when the engineer came around noon to inspect the issue, he informed us that the repair would require three to four hours of work and could not be completed in less than two to three hours. This was extremely inconvenient, as it was our last day at the hotel and we had planned to rest and relax before checking out. When I raised my concerns at reception, I was told that someone would come and see if another room was available, and only then we might be moved. This response was completely unacceptable. The bathroom was flooded, slippery, and unsafe — putting me, my baby, and my family at risk of a fall or serious accident. I had to firmly insist that such a situation could not continue, as we had paid for the day and it was unreasonable to expect us to go without the use of our own bathroom. It was only after this confrontation that the executive housekeeper intervened. She personally came, understood the seriousness of the situation, and arranged for us to be moved to another bedroom. While I appreciate that a solution was eventually provided, this resolution came far too late, after unnecessary stress, frustration, and risk to our safety. The delay in response during the night, the lack of proper communication at reception, and the disruption caused on our final day have left us with a very negative impression of the service standards at your establishment. I kindly request that you review this matter seriously and consider an appropriate form of compensation for the inconvenience and distress caused to us during our stay. I hope that future guests will not have to face such issues and that corrective measures are taken to ensure prompt response, better communication, and higher safety standards. Sincerely, Shahid J.

Kristine E., Sep 14, 2025

We had a wonderful stay at Al Ghurair Living Hotel Apartments. From the moment we arrived, the staff made sure we felt welcomed and comfortable. Special thanks to Alyssa from Reception who was extremely helpful and accommodating. She went out of her way to ensure that our stay was smooth and enjoyable. Her professionalism and warm hospitality truly made a difference. We would also like to thank Romeo from Housekeeping for his friendly attitude and excellent service. He was always ready to assist us with our needs and maintained our apartment perfectly throughout our stay. Overall, our experience was excellent, and we truly appreciate the efforts of the team. We look forward to staying here again and highly recommend Al Ghurair Living to anyone visiting Dubai.

Shezad M. Y., Sep 08, 2025

From check in to check out no complains.

Hussain A., Sep 08, 2025

I arrived late. The receptionist recognized me as well as the bellboy(from.previous stays).the apartment was great. the wi fi was fast. Connected to the mall.

Razaq A., Sep 07, 2025

I have stayed here a few times now, it’s perfect in every way, just across the road from metro station, so many restaurants within couple of minutes. Hotel exceptionally good, clean, spacious, staff all very good, buffet breakfast with so many options, definitely recommend.