Phoenix Hotel

I stayed at this hotel for 15 days and the experience was very disappointing. While the hotel looks decent from the outside, the rooms are just average in size — not spacious as shown in pictures.

The biggest issue was with the service. I was charged an extra tourism fee even though it was already included in my Agoda booking. When I contacted Agoda, the hotel manager never responded to them to justify the double charge.

They don’t provide complimentary water and charge AED 4 for two small 500ml bottles. Housekeeping is very poor — they only cleaned my room 4–5 times in 15 days, and that too after calling multiple times. The receptionist was rude, and no one helped with my luggage at check-in.

Overall, very poor service. I don’t recommend this hotel.

This hotel is a nice place with friendly staff and good management. However, there is a short man named Aslam who claims to be the security guard.

His attitude toward customers gives the impression that he thinks he is the boss. I don’t believe the UAE is a place where people should be treated this way. It wasn’t just us — my friends and I have stayed here for more than 15 days, and we’ve seen him behave the same way toward many other guests. He constantly acts in a bossy and inappropriate manner.

We had a booking and, as per the policy, check-in is allowed anytime between 12 p.m. and midnight. We were waiting for a friend to arrive and make the payment, as we hadn’t paid online. During this time, we were simply sitting in the reception area and not using any hotel facilities.

Despite this, Aslam began shouting at us and behaving rudely. His attitude is unacceptable and gives a very negative impression of the hotel.

Aslam is a red flag for this otherwise well-managed hotel.

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.

It will be a bit long review because i like to give my honest review in this hotel. I booked 2 rooms for my family with 2 young kids for 2 nights. The price is undeniably affordable. Everytime we book hotel rooms we are checking the room size first since we have kids. And in agoda it mentioned that the rooms are 35meter squared so we are expecting it will be bigger than the rooms we booked on the other hotel the previous day. When we reached to our room, it was very very small which is not even a 20 meter squared in size and when i say it's very small, it is really small without exaggeration and the chairs are so dirty and they turned black, i don't know how many centuries they kept those chairs without cleaning it. I don't trust the bathroom too, they look dirty too. So i decided to go to the reception to complain about our room becoz that is not the room i booked. This liar receptionist, her name is MONICA, said that, that is the room we booked. I was explaining to her the size description of the room in agoda versus the rooms she gave us is not matching and she was telling only that they are fully booked. And she is in a hurry becoz there is another customer waiting and she told me that there is a customer waiting, so i told her that i am a customer here also so what do we have to do. She sounded irritated and said if there will be available big room she will inform us but for now they are fully booked so i asked her when i will have the big room and she said that if someone checked out she will give it to us but without assurance. This Monica said that it is Agoda's mistake putting wrong description so i told her i will call agoda. I called agoda's hotline and told them the situation and the agent called the hotel to check the situation. The agent said, as per this Monica, she said that they are fully booked that's why they downgraded the size of our room and gave us the smallest room and take note it's beside the garbage room also and kudos to this lady she didn't even inform us nor apologized for downgrading our rooms. She wants to steal our money? Just for clarification, i am after the dishonesty and the deceiving act of this receptionist. I know it's very cheap but as i have said, before we book to any hotels we are checking the room size first becoz we have kids otherwise we will not book this hotel and go search for another. Eventually they gave us the bigger room and said that the upgrade is for free. Hello, it's not free coz we paid for the size of that room. The upgrade is not even an upgrade, the bathroom has a dirty rug so i requested for a new one. The shower doesn't have a shower curtain, so the bathroom will be so wet. When we went down, we saw this Monica and she proudly said that the small room she gave first is what we booked. Such a liar lady becoz when i checked the other room that i booked for my sister, it was bigger and i have no complaints with it. Anyway agoda gave us small credits for the inconvenience caused. And with regards to the location, it's very bad. Hard to find a parking. The roads are so narrow.

If there is one good thing in this hotel, it is the Bangladeshi hotel staff wearing white polo. He is very helpful and patient. He is very attentive to our needs and very friendly. From our check in till check out, he helped us.

The worst & unprofessional service I have ever seen. I booked this hotel through Oyo on 14 Oct 2024. When I reached there, they are saying the booking not confirmed and I have to pay them with extra. The receptionist was too much rude and was yelling to other customers, I have seen 3 customers are making problems. Please don't book here, there are many options nearby.

Around 60 body spray was stolen from my husband luggage on 5th of July in this hotel. He made a complaint but nor heard any responses.

kindly maintain the proper hygiene of the room
(clean linens make sure no hairs are shown in the bed)
(cleanliness of the utensil you provide to the customer)
(the light is dem no other option)
(washroom smell bad/whole way smell cigarets)

As a travel expert and tourism agency owner I can say this , It was an unpleasant encounter since all of us were women. The staff members lack proper education regarding hotel management policies, and their knowledge about hospitality is minimal. They consistently find trivial excuses for additional charges that lack any logical basis, and they present you with promises of spacious rooms with large beds, only to hand over small and unclean rooms with dim lighting.