Sheraton Mall of the Emirates Hotel, Dubai

What made the stay special was the people. At reception, an Indian lady from Kerala whose name starts with N welcomed me with so much warmth and genuine care. It felt personal and heartfelt. In the restaurant, Ali Mahdi, Harun, and Emran brought every tea, coffee, and small request with a sincere smile. Our table was always clean, and we felt looked after. The location of Sheraton Mall of the Emirates is so convenient: go down to the second floor and you're inside Mall of the Emirates. Everything felt easy and thoughtfully arranged. I loved my time here and will recommend it to everyone. It's a place where you feel valued and comfortable.

Harun always makes sure we enjoy breakfast, and his attention and positive attitude really matter. Emelia also cleans our room with such care and cheerfulness. Their kindness and dedication have made our stay more pleasant and memorable. The service has been excellent.

The hotel's direct access to Mall of the Emirates is a real advantage, and the property has potential. But my stay at Sheraton Mall of the Emirates was disappointing because of service, not the facilities. Even though the hotel wasn't particularly busy, several teams seemed unable to handle the guest load. Concierge staff weren't attentive or proactive, making simple requests difficult. Valet parking was slow and disorganized, with unnecessary waits. Room service was inconsistent, delayed, and short on details. The reception experience was most concerning. Check-in and guest service lacked professionalism, organization, and problem-solving. Staff seemed overwhelmed despite low occupancy, giving the impression of insufficient training and weak operations. The hotel manager was an absolute disappointment, an incompetent manager. The concierge, valet, room service, and front desk fell below the standards expected of a Sheraton. I hope management works on staff training, accountability, and efficiency.

Being connected to Mall of Emirates makes for a wonderful location. The Club Room and the Lounge on the 22nd floor were great, and Harun gave me amazing service in the restaurant. He made it feel like a five star experience.