This week the Compensation Clinic case comes for a reader’s stay at the DoubleTree by Hilton Dubai Jumeirah Beach Resort.
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You can access DoubleTree Dubai Jumeirah Beach Resort website here.
Here’s the email from the reader:
Thought you may be interested/wish to share my problem/compensation from a recent stay this month at Doubletree by Hilton – Dubai Jumeriah Beach from a Diamond member.
I made a 7 night reservation (5 nights points, 2 nights paid) in August 2016. In October the hotel became aware that construction works of a new hotel next door were to commence and an alert was put on the Hilton website/app as pictured below however did not contact guests who already had reservations to advise accordingly.
The alert is somewhat misleading as the “promenade area being developed and improved” is quite different from construction of a 74 storey hotel is currently being constructed next door. http://www.timeoutdubai.com/aroundtown/news/73631-the-address-jumeirah-resort-and-spa-unveiled Doubletree is the little 24 storey building directly next door in the attached link.
Fortunately for us the construction is at an early stage, but still the foundation works are currently being done directly adjacent to the Doubletree pool area which is far from quiet. This is only set to get worse directly affecting guests on the noisy side of the building and users of the pool/beach which is most people at a resort property.
Whilst the construction is unfortunate and outside the direct control of the hotel, i am of the opinion the alert needs to be clearer and more specific. This would enable guests to make an informed decision or choose another property, something i would have done in hindsight and i feel others need to be aware of.
This trip cost 240,000 points and 2600AED for the 2 paid nights.
The hotel GM was apologetic and understanding as to the validity of the complaint the disturbing affect to users of the pool/beach areas which directly impacted this element of our family vacation.
By means of an apology, the hotel waived a room service dinner charge, provided a complimentary airport transfers and has credited my account with 80,000 HHonors points as a gesture. From my side the matter is now closed, however i would warn others steer clear of this property until the construction works are finished.
Hotels tend to “forget” remind people that have made reservation (and often who are making) of any disturbance that may occur during their stay due to renovations at the hotel or construction work happening nearby.
It is quite obvious why they don’t. This certainly would make people to cancel their reservations or simply book away.
Glad that the reader was able to find compensation solution that was satisfactory for the both parties. I would not want to be the GM of this property that needs to deal with the issues surrounding the constitutions next door.