Grand Mercure Dubai City

Subject: Serious Complaint Regarding Elevator Incident and Unprofessional Conduct

I recently had an alarming and deeply upsetting experience at your hotel. I became stuck in the elevator with no ability to go up or down. Despite repeatedly pressing the alarm and knowing there was a camera present, no one responded. This caused me significant distress, leading to a headache and a full-blown anxiety attack. Thankfully, the elevator eventually descended on its own, allowing me to get out.

Following this, I reported the issue to the cluster duty manager, Zakariyae Bensbih. Unfortunately, his response was shockingly unprofessional. He offered what seemed like a minimal gesture of compensation—one free meal for myself and a friend, with 50% off for any additional friends—then changed the terms entirely. Worse, he spoke rudely and disrespectfully to his own staff in front of guests, which was both embarrassing and unacceptable.

During our visit, my friends and I witnessed Mr. Bensbih yelling at Ferdous from the restaurant team, who was simply doing his job. Ferrous was polite and professional throughout, and did not deserve that treatment.

On a more positive note, I want to commend Sarita, who was incredibly helpful, kind, and welcoming. She was a bright spot in an otherwise disappointing experience.

I would not recommend staying at this hotel due to the lack of safety and professionalism I encountered.