Before the detailed review, here is a quick summar...

Before the detailed review, here is a quick summary:

Highlights: M&G and chauffeur drive from DXB, Yousef at check-in (give this man a medal), the German manager (sorry didn t remember her name), food quality

Lowlights: Housekeeping, concierge service, food selection

The hard product of this hotel is mostly solid (fresh flowers everywhere, nice rooms, excellent views of Burj Khalifa and fountains). However, it fails in soft product. Here is my story. We were picked up from DXB and quickly taken to the hotel. Yousef started our check in process and then took us to the club lounge. His service was genuine, and he never forgot to smile. After sitting in the club lunge for 15 minutes, we were shown to our room. Initially I did book a king bed; but when a family member decided to join, I called few weeks in advance, spoke to someone at main Address hotline and he confirmed that the reservation is changed. The room we got was king and I asked the lady to change this for us. She mentioned she can do a paid upgrade which I declined and asked for a double room in the same category. After a while the lady called me back and said there are no rooms available. Meanwhile, I found few spots on our pillow and the chair in balcony. When I asked to speak with a manager regarding this, a gentleman named Mohamed showed up in the reception area and mentioned he can t do anything because they are fully booked until January. Sir, can you please explain how are you fully sold out until January 5th but your club lounge staff just tried to upsell a suite upgrade 15 minutes ago? Also, from our room, I called the concierge folks to get us two tickets for At the Top of Burj Khalifa. Surprisingly, the concierge lady asked me to go downstairs to show the physical credit card. When I finally went downstairs and asked about the reason of doing this while the hotel has my card details, she called someone and asked for my card number and exp date and then she started to write it down on a piece of paper. By this time, also all tickets for that evening were sold out. As writing down the card details was not correct, I asked to speak with another manager. This is where the German lady showed up. She had some common sense and tried to make things right. She offered us a different room that was bigger and had room for a sofa bed. She also provided vouchers for Burj khalifa. Thank you for doing the right thing!

Some other minor issues:

We wanted to take a family picture in front of the hotel when I was approached by a rude employee asking me not to take a photo. Apparently, he was skeptical of us staying at the property because he initially didn t believe when I mention this. He asked for our room number and only believed me when I showed the key card. WTH?

The breakfast spread is pretty limited although the food is delicious. Comparing this to other ME hotels, I think there is room for improvement.

Some of wait staff need additional training on dining etiquette and signals on when to take/keep a plate.