The First Collection Waterfront, Dubai, A Tribute Portfolio Hotel

I’m very disappointed with The First Collection Waterfront, Dubai over the way it handled my booking mistake and refund. I had booked The First Collection in Business Bay by accident, when I meant to reserve The First Collection Waterfront in Dubai Marina, which cost £1300. On 24th October, I emailed as soon as I noticed. The hotel told me to make a new booking at the Waterfront Marina hotel and send the confirmation, and said they would refund the original booking. I did exactly that. Afterward I sent 12 emails asking for updates and got no reply. I called several times and was repeatedly told the refund was “being processed” and would take 21 days. Each time I called, I had to explain everything from scratch because there were no notes on my account and nobody seemed to know what was going on. I also ran up a large phone bill from the international calls. In the end, the hotel stopped responding and never provided the promised refund, so I had to involve my bank. Dubai is known for hospitality and customer service, but this experience didn’t reflect that at all. Very disappointing.

Tawheed and Faruq went out of their way to make our stay memorable, and we really appreciated their kindness. The restaurant staff were attentive, warm, and always smiling, and Junay from the gift shop was also kind and helpful. I stayed at First Collection Hotel with my parents, and from arrival onward everyone made us feel welcome and comfortable. The interactions felt genuine, which made the visit special. We left with great memories and would love to return. Highly recommend for a warm, comfortable stay.

The team made this a memorable stay at The First Collection Waterfront Hotel. Chef Mahadev and his staff, especially Lakha, prepared an Indian traditional sweet just for me and my friends. It was such a thoughtful gesture, and the food spread was incredible. Isaac at the concierge was informative and helped us plan our trips, which made everything smooth. Zeeshan and Liza at the F&B outlets were consistently friendly and welcoming. I also had a lovely spa session. The Filipino masseuse, whose name I unfortunately can’t remember, was professional, and she and the receptionist made me feel relaxed and well looked after. A fantastic stay with warm hospitality. I’d recommend the hotel and would love to come back.

Anish cleaned my room every day with real attention to detail and always greeted me with a smile. Firoj at the pool was professional, kind, and respectful too. Everyone helped make my vacation enjoyable. The First Collection Waterfront Hotel is clean and modern, with an amazing view of Dubai. The staff were very polite and helpful throughout my stay. Highly recommended for comfort and a warm atmosphere.