My husband and I arrived at Al Qasr on 7th June and were to check-out and depart on 9 June from Al Qasr at Madinat Jumeirah, Dubai on an Emirates flight to Paris scheduled for 08:20hrs. In order to save time in the early morning before our scheduled departure from the hotel, we completed check-out formalities and settled our hotel bill just before midnight on 8 June 2008. We also requested a wake-up call at 05:00am the following morning as we had an Emirates limousine scheduled to pick us up from Al Qasr at 06:00am for our 08:20am flight (as we had already completed the online check-in procedure, we were required to arrive at the airport 90 mins before departure).
We promptly received our wake-up call from the hotel staff at 05:00am as requested and waited patiently in our room till 06:15am for a call from the hotel staff to announce the arrival of our pick-up and finally called Emirates to find out why the car had not yet arrived. We waited another 5 mins on the phone till the Emirates representative made inquiries about our scheduled pick-up and came back on the line to inform us that the limousine had in fact arrived at the hotel as scheduled at 06:00am and that the driver had also requested the concierge on duty to inform us of the arrival of our Emirates pick-up. Unfortunately, the concierge a gentleman by the name of Mr. Rauf refused to inform us about the arrival of the car and told the driver that he was not allowed to disturb his guests at that hour and therefore sent the driver away! The driver left the premises and reported the incident to Emirates airline, making sure to mention the name of Mr. Rauf for the record.
We immediately called Service One from our room to inform them of the incident and asked for Mr. Rauf to ask him why he had done such a ridiculous thing! As we were already late for our flight, I told Mr. Rauf to meet me downstairs. Upon meeting Mr. Rauf at the entrance of the hotel and demanding an explanation for his actions, we were treated with complete indifference and not even given an apology! We also asked how he could do such a thing when we had asked for a wake-up call from the hotel at 05:00am, to which he shrugged and mumbled something about not being able to trace the wake-up call. To make things worse, he did not even have the courtesy to arrange for a complementary airport transfer for us considering it was clearly his fault that the limousine had left without us. He asked the doorman to get us a taxi for the airport for which we ended up paying Dhs 95 upon reaching the airport.
Needless to say, the experience has been shocking and pathetic coming from a hotel of it's repute and will prevent us from ever returning at any of the Jumeirah properties. The unprofessional behavior of Mr. Rauf indicates a serious deficiency in the training of the hotel personnel and even a lack of common-sense amongst it's employees. I believe that if a prestigious hotel like Al Qasr is unable to meet such basic expectations of it's guests (that even a 3-star property would definitely see to) it is simply not worthy of it's reputation and definitely not worth paying big buck for!












