Roda Amwaj Suites Jumeirah Beach Residence

To the Management and Property Ownership of Roda Amwaj Suites,

This correspondence shall serve as a formal notice of complaint concerning the highly unacceptable experience encountered during our recent stay at your property, which reflects serious deficiencies in service standards, guest relations, and accommodation delivery.

At the time of reservation, a specific room category was carefully selected and confirmed online based on the representations, descriptions, and preferences indicated within your booking platform. However, upon arrival and check-in, the accommodation provided was materially inconsistent with the room that had been reserved and paid for. The discrepancy between the confirmed booking and the actual room allocated constitutes a clear case of misrepresentation and failure to deliver the contracted accommodation standards reasonably expected by consumers. Furthermore, the conduct and response of your staff throughout the incident demonstrated a significant lack of professionalism, accountability, urgency, and customer care. Despite the matter being raised immediately and in good faith, no adequate remedial action, reasonable alternative solution, or proper escalation process was undertaken. Equally concerning was the absence of any sincere acknowledgment of responsibility or meaningful attempt to rectify the situation in a timely and professional manner.

The overall experience caused substantial inconvenience, distress, frustration, and embarrassment, thereby entirely defeating the purpose of what was intended to be a relaxing and satisfactory staycation experience. The manner in which this matter was handled reflects operational negligence and a serious disregard for acceptable hospitality practices and consumer expectations.

Please be advised that the level of service rendered by your establishment falls significantly below acceptable industry standards. As consumers, we consider the treatment received to be wholly unacceptable and inconsistent with the obligations expected from a reputable hospitality provider operating within the United Arab Emirates tourism and accommodation sector.

In light of the foregoing, we reserve the right to formally document and publicize this experience through consumer review platforms, public awareness channels, and any other appropriate avenues deemed necessary to ensure transparency for prospective guests, residents, and international tourists. We further expect your management and property ownership to review this matter with utmost seriousness and undertake appropriate accountability measures internally.

This incident has resulted in a complete loss of confidence in your establishment, and accordingly, this shall be our first and final engagement with your property.

We hereby request a formal written response from management addressing this complaint, including clarification regarding the actions your establishment intends to take in relation to the service failures and misrepresentation outlined herein.

The hotel itself is not usually very expensive, but because I booked just one day before Eid, I paid almost 600 AED including the tourism fee. Honestly, the main reason I chose this hotel was because of its location near JBR Beach, which I really liked.

However, my experience during check-in was disappointing. The reception staff, especially Mohammad, did not seem very accommodating toward Asian guests compared to how he interacted with Arab guests. We checked in around 4 PM and were initially assigned a room on the 1st floor. I was unhappy with the view since I could not enjoy any seaside or aerial view.

Thankfully, the bellboy was much more helpful and professional. He kindly offered us a better option on the 13th floor (room 1314). We had to wait because the previous guests checked out late and housekeeping was still cleaning the room. Since they allowed late checkout for the previous guests, I thought they might also extend some consideration to us during checkout.

Unfortunately, during checkout, Mohammad called us and told us to vacate the room within 20 minutes, around 12:40 PM. I politely asked if we could have at least one extra hour to prepare and pack our things properly, but he repeatedly said “no” and claimed there were “100 guests waiting in the lobby.” In reality, there was only one family checking in at that time.

I have stayed in many hotels before, and this was one of the least accommodating customer service experiences I have encountered. Hospitality should come with professionalism, understanding, and good service, but sadly I did not feel that here.

Because of this experience, I would not recommend this hotel.

I've been coming to this hotel every 4 to 6 months since 2019. At first, everything was great, but since last year, I feel like they're doing everything they can to discourage me from coming back, and they've succeeded. I'm visually impaired, and so is my mother. After each reservation, I practically beg them for a bright room, asking if it's possible to give me advance notice so I can cancel—something they don't do. In July, my mother bumped her head several times and still has the scars because we were given a loft with the entrance door under the stairs, which was very dark and caused numerous head injuries. After several complaints, we were given something else after 5 days, but the scars were already there. Despite everything, I'm booking again with the same request: something bright for us, given our visual impairment, to avoid any accidents. I've been assured that this will be done. Upon arrival, we were very disappointed. The apartment was very dark, the pool was slippery, and my 2-year-old baby fell three times in five minutes. I had to take him to the doctor for fear of a broken wrist. I asked for a room with more light, but they told me it wasn't possible because they were fully booked. After requesting a refund, miraculously, something brighter became available after an hour. Frankly, I've been extremely disappointed these past few months. They don't know how to treat loyal customers; never a gesture, an offer, or a discount. On the contrary, I get the impression they don't want me to come back and are doing everything they can to disappoint me, even going so far as to physically injure us. I'm due back in Dubai in three months, but not at this hotel I've been coming to this hotel every six months at most for the past seven years, and this is the first time the housekeeping service has been so disastrous, not to mention the service in general. I was in a three-bedroom room with a private pool, and the pool is never cleaned unless I specifically request it. The towels aren't collected or changed; I constantly have to call for them. The kitchen remained dirty for three days, and worst of all, there was a cockroach on my baby's bed and on the laundry I had just washed.