Easily the worst check in experience my partner an...

Easily the worst check in experience my partner and I have ever had. We love traveling however due to Covid we decided to stay in the UAE over Eid and chose Sofitel Dubai the Palm. This is a "5-star hotel" that asked us to check-in to our room ourselves. We didn't mind as we didn't have much stuff and thought we'd be considerate as it seemed they were a bit overwhelmed with few staff and more people than usual checking in. We reached the room after getting lost as the receptionist taught us the longer way - only to find out that our key card wasn't working because the panel was broken. We used the phone on the floor 3 times until someone arrived to assist us. BUT the guy left saying he would come back in 5 mins leaving us waiting puzzled and annoyed outside of the room's door in the hallway with our luggage. He didn't return in 5 mins. We went back down to the reception and spoke with a manger to demand as now we have been waiting and walking around for 50 MINUTES with our luggage. We are now assisted to the SAME ROOM with the broken panel. We were let in using the help's service card but was told we had to stay in the room and wait while they fixed the panel. We could not go out as we wouldn't be able to get back in - imagine. So then we called the manager again who upgraded our room to a suite. All and well at this point as we really just wanted a nice stay. HOWEVER upon check out we had to again carry our luggage to the reception, was asked to go and take the lift to the parking lot on our own, only to find out the lift needed a card to operate! We had to ask the reception there to call for a bell boy just so we can use the lift to the basement who came only after 10 minutes. The only reason I'm even giving this 1-star is because the guest relations manager was nice but this hotel is definitely not 5-star in terms of service, super disappointing and ruined our Eid holidays.