Kempinski Hotel and Residences Palm Jumeirah

I have been a regular guest at Kempinski Palm Jumeirah for many years, long before COVID-19, and have remained loyal throughout the pandemic and beyond. This has always been one of my favorite places in Dubai, and I continue to visit regularly, often bringing my elderly mother with me and spending significant time and money at the property because I genuinely enjoy the atmosphere and facilities.

Unfortunately, over the past months I have witnessed a noticeable decline in service quality, maintenance standards, and overall guest experience.

The pool water quality has become inconsistent and has repeatedly been a concern. General maintenance around the property appears to have deteriorated, and it is increasingly evident that there are fewer team members available to assist guests. Food and beverage service has also suffered considerably, with long waiting times becoming the norm rather than the exception.

What concerns me most is that many of the staff members who previously provided exceptional service and genuinely cared about guests are either no longer present, on extended leave, or appear to have been replaced without adequate support. The difference in guest experience is noticeable.

In the past, when issues arose, they were addressed professionally. I specifically remember raising concerns to the Lady in Red team several years ago, and they were handled promptly and with genuine care. That level of attentiveness appears to have disappeared.

Today was particularly disappointing. After weeks of frustration and several visits where service levels continued to decline, I attempted to raise my concerns with the Lady in Red. Unfortunately, I felt completely ignored. As a long-standing loyal guest, this was perhaps the most disappointing part of the experience.

This review is not written by someone visiting for the first time. It comes from a guest who has chosen this property repeatedly for years and genuinely wants to see it succeed. The location remains beautiful, but the service, staffing levels, maintenance, and guest engagement no longer reflect the standards I once associated with Kempinski.

I sincerely hope senior management, including the General Manager, takes these concerns seriously and invests in restoring the level of hospitality that made so many loyal guests return year after year.

We were there for a beach. The service was excellent, and the staff were very helpful. However, the kitchen could be improved.

amazing staff especially bikram and overall great experience !!