Landmark Summit Hotel

As someone working in the hospitality industry, I was extremely disappointed by my experience at Landmark Summit Hotel. Dubai is globally recognized for its service excellence, yet this property fell far below even the minimum standards expected from a three- or four-star hotel.

*Booking & Check-In*

The booking process already showed signs of poor guest care. I accidentally selected 1 adult but requested 2 beds. Instead of clarifying my preference or showing flexibility, the receptionist assigned a deluxe bed without explanation. Check-in was cold and mechanical — no greeting, no details about Wi-Fi, facilities, or services. The key was simply handed over. When I asked about adding another guest, I was told it would cost AED 100 extra, presented as “the best he can do.” The same rate was available online, which made the offer feel sarcastic rather than helpful.

*Staff Attitude & Lobby Experience*

What stood out most was the unwelcoming attitude of the staff. A hotel lobby is supposed to set the tone of warmth and comfort, but here it felt hostile. I couldn’t even sit in the lobby for a few minutes without staff hovering as though I might damage something. At one point, I was warned not to put my light bag on their fragile thin-glass tables because it might break. In hospitality, furniture should be chosen to enhance comfort, not to make guests anxious about using it. This creates the exact opposite of a relaxing environment.

The way my friend and I were treated added to the discomfort. My friend accompanied me at check-in and left afterward, but later when I asked if she could come upstairs briefly to see the room, the receptionist refused bluntly and questioned the purpose of her visit. While I understand policies, the delivery was unnecessarily harsh, suspicious, and unprofessional. A simple explanation or courteous approach would have avoided embarrassment.

*Room & Facilities*

The guestroom was equally disappointing:

My request for a soundproof, non-smoking room was ignored. The room smelled strongly of smoke, and noise from the hallway (voices, footsteps, banging doors) was constant.

Cleanliness was substandard: linens carried unpleasant odors, chairs were untidy, slippers were missing, and overall presentation felt careless.

Facilities were outdated and poorly maintained, with no sense of quality control or upkeep.

*Check-Out Experience*

The checkout was consistent with the overall lack of warmth. The morning receptionist seemed dismissive, offering no acknowledgment or courtesy. Ironically, the only genuine moment of hospitality came from a staff member standing outside, who greeted me politely as I left. That simple gesture highlighted just how absent genuine service was inside the reception area.

*Professional Perspective*

From a hospitality standpoint, this property demonstrates a lack of training, guest sensitivity, and attention to detail. Policies were enforced without courtesy, service was delivered without warmth, and facilities were provided without care. Instead of feeling welcomed, I felt monitored, restricted, and ultimately unwelcome.

*Final Impression*

This was by far the worst hotel experience I have had in Dubai, a city that sets global benchmarks for hospitality. Landmark Summit Hotel not only fails to deliver value, but it also damages the reputation of Dubai’s hotel industry by operating with such low standards.

I cannot recommend this property to anyone. Until management invests in staff training, proper maintenance, and a true guest-first approach, this hotel will continue to disappoint.

PS:
They seemed racist, they choose who to serve and welcome.

You need to work on your reception staff. People book your hotel because it is listed as 4-star, but if this level of service continues, you will receive too many negative reviews and your hotel will become empty.

I stayed here for work, not leisure, and unfortunately my experience was stressful rather than comfortable.

When we arrived, the rooms were not fully prepared. Only one room was ready, and we were given just one key card. We were told the other room would be ready in 10 minutes, but it actually took almost 25 minutes before we could check in.

Later, my bathtub was clogged. I called reception, and they said they would send help soon. I waited with half-wet hair for 30 minutes, but no one came. I had to call twice before anyone arrived. When the staff did come, he fixed it quickly, but the delay was frustrating.

The Wi-Fi also kept showing “temporary not available.” I called reception again, but once more, no one came to check. My mobile data was already finished, and I needed internet for work.

Please understand: your service is not just part of your work — it is someone else’s experience. A whole stay or even a whole day can be ruined when basic needs are not addressed quickly.

Even if the hotel is in the budget category, guests are still paying customers and should not be made to feel like they are staying for free. Service speed and reliability are essential, especially for guests traveling for business.

Bad treatment at hotel check-in Bad treatment of the customer
They delay in verifying the reservation.