Fortune Karama Hotel

After the hotel publicly replied to my original review, I sent the booking reference it asked for, Qantas Hotels reference QANXQTRJF, and followed up by email. The hotel said it wanted to investigate and review what happened, but after I provided the details, I got no substantive follow-up or resolution. My later messages also went unanswered. So my concern now includes both the original refusal to show flexibility after a major flight disruption outside our control and the apparent lack of action after the hotel said it would investigate. The sequence was: they publicly asked for booking details, I supplied them and sent more emails, then communication stopped. Other travellers can draw their own conclusions. If you’re considering a non-refundable booking, keep in mind that this was my experience of the customer service and post-booking support available in exceptional circumstances. I was very disappointed by Fortune Karama Hotel’s lack of flexibility and compassion. A cancelled return flight segment operated within the Qantas/Jetstar network forced us to abandon the Dubai portion of our international trip. The disruption was outside our control, but the hotel would not consider a waiver or refund and held to its strict non-refundable policy. Hotels can set terms, but I believe businesses should also use fairness, discretion, and common sense when travellers face major disruptions. With regional travel uncertainty high and international travellers facing real risks of disruption, a more customer-focused response would have been appropriate. Once payment had been secured, we felt our circumstances and loyalty counted for very little. I’d urge anyone booking non-refundable accommodation here to consider the risks, since flexibility seemed extremely limited even in exceptional circumstances. In response to Karama Hotel’s request for information on 19-05-26, the Qantas Hotels reference is QANXQTRJF. I hope the review considers the exceptional circumstances. I’m not disputing the policies in place when I booked, and I hope this isn’t just an effort to whitewash the matter by referring to those policies. I look forward to an update.

The location is excellent for getting around: ADCB metro station is very close, buses are a two-minute walk away, and cabs are available. There are plenty of nearby restaurants, supermarkets, and cafes. The rooms are spacious and the bed was comfortable, but the furniture and TV felt almost prehistoric. The overall stay was below average. The bathroom was in very poor shape and needs serious maintenance. There were visible patches on the tiles, worn silicone around the edges, cracks and chips in the bathtub, and an unpleasant smell. WiFi was unreliable, buffering so much that even five minutes of YouTube was hard to watch. There’s also a nightclub with loud music until around 2 or 3 AM, clearly audible in the rooms, so light sleepers can forget getting a good night’s rest. My partner felt very uncomfortable near reception and coming and going at night because men arriving from the club or bar gave unpleasant stares. Housekeeping also came to take inventory of the towels and mats in our room, which felt awkward and unusual. I’d only recommend the hotel if you need this exact location or can’t find another option and are willing to overlook these problems.

I stayed at Fortune Karama Hotel for a business trip and found the stay comfortable. The location is convenient, the rooms were clean, and the staff were friendly and helpful. My only complaint is the AED 25 parking charge. I felt parking could have been included for hotel guests. Otherwise, it was a good experience.

The fruit salad with ice cream we ordered today at Fortune Hotel was poor quality, and the portion felt far too small for AED 25. When we raised it with the staff, the person responsible replied in a very indecent, unprofessional way. I’m disappointed with both the food and how the team treated us. For an average hotel, that price for such a dish is unacceptable. I hope management takes this seriously and improves the food and customer service.