Phoenix Hotel

Horrible hotel the hotel is dirty. There was hair and stains all over the bed. The bathroom was unspeakable. We found cockroaches in the lobby and in the room. They tried fo scam us too. Do not recommend at all!!!!!

Terrible experience at Palette Phoenix Hotel. The staff was extremely rude, especially a person named Rohit Karki, who was unprofessional and disrespectful. No proper service, no working Wi-Fi, no food, and even the phone in the room didn’t work. Despite their own mistakes, they blamed guests. Not recommended for anyone, especially tourists. Avoid this hotel if you value your peace of mind.

I stayed in Room 301 with my mother for two nights and three days, and unfortunately, it was one of the most disappointing hotel experiences I’ve ever had. The overall atmosphere of the hotel felt neglected and gloomy. We paid an additional 20 dirhams for a cleaning service—even though our booking through OYO stated the price was all-inclusive—only to arrive at a room that was clearly unclean.

The bathroom was in poor condition, the bedsheets had visible red and brown stains, cigarette burns, and multiple strands of hair that were clearly not ours. Surfaces were dusty, the chairs were extremely dated, and the windows were so dirty they obscured any view (which, frankly, was not pleasant either). The street noise and lack of cleanliness outside the hotel only added to the discomfort.

Hotel staff, although they did provide us with two bottles of water, appeared unmotivated and interacted with us in a cold, uninterested manner. The in-room mini fridge was non-functional and dirty. Though tea and sugar were provided, there was no electric kettle to make use of them. The television didn’t work, and the air conditioning took over an hour to cool the room to a barely comfortable temperature. Once under the covers, it became uncomfortably warm again.

The carpets and floor mats were filthy—one was even sticky—and we ended up cleaning parts of the room ourselves just to tolerate the space during our stay.

While the location is somewhat central, it doesn’t compensate for the poor maintenance and low hygiene standards of the hotel. I’m genuinely shocked this establishment holds a three-star rating. In my opinion, it should be rated no higher than one star. I strongly urge the relevant authorities to inspect this property regularly, as its current state is unacceptable. I will not be returning and do not recommend it to others.

I have spoken to the GM about my complaints. No response. 9 days and nights here. No room service, no change of beddings. I cleaned the room to make me feel good. Booked through Agoda and unfortunately I cannot cancel the whole bookings.

Complaint Summary – Room 203 (April 4–8)

Day 1: No help with 10 pieces of luggage. Room lacked basic amenities (water, towels, slippers, toiletries, etc.).

Day 2: Room not cleaned, amenities not replenished. Calls to reception were ignored or poorly handled. Security staff was rude, untrained, and unprofessional.

Day 3: Housekeeping unprofessional—used improper cleaning methods and was dismissive. Security responded aggressively and refused to speak English, despite legal requirements. Supervisor handled it better.

Day 4: Room still unclean. Housekeeper refused to clean fully and left without explanation.

Day 5: Doorknob damaged and replaced. Security demanded an inflated fee (AED 100 for a part worth AED 35). I surrendered my Emirates ID under protest.

Key Issues:
• Poor service and lack of basic amenities
• Untrained, unprofessional security and housekeeping staff
• Unauthorized charges and inflated pricing
• Discrimination against a guest with a disability

Request:
• Formal apology (especially to my friend)
• Response to each issue raised
• Clarification of doorknob charge
• Confirmation of complaint receipt

They didn’t care. GM doesn’t even know how to respond to email. And their email is not even working.

I strongly advise against this hotel, I don't understand where the positive reviews come from! I'm not at all presumptuous, but I've never seen anything like this anywhere! The room is terribly smoked through, the floors are dirty, I won't even mention the bathroom, everything is old, with some kind of stains, the rooms are not cleaned after guests except for the linen, it seemed to me, the metro is a 20-minute walk away by roundabout routes! When checking in, they charge a fee of 20 dirhams instead of 10, when I ask why, there is no explanation! My advice is to add 1,000 rubles and rent a great hotel in Deira, trust my experience, I often have long layovers in Dubai, I take a maximum of 2 nights per night, I've stayed in so many hotels, I have something to compare with! Don't ruin your mood, don't come to this hotel!