Kempinski The Boulevard Dubai

Reema

I had a very disappointing experience with my recent stay at the Kempinski Boulevard Hotel Dubai, booked through Almosafer. After a long flight from New York, I arrived at around 8:00 p.m., only to be told that my booking was canceled and that they had no valid confirmation number. I showed the staff my confirmed booking, the email, and the reference from Almosafer’s app, yet they insisted they couldn’t find it and told me to “contact my agent.”!! I was made to wait for more than two hours at the reception without any support, apology, or even basic courtesy. It was very unprofessional, I had all the proof of my booking, yet I was treated as if I wasn’t being truthful. I believe the situation could have been handled in a much better and more professional way. After a long flight, I was exhausted and simply needed to rest. Even if there was a system error or confusion, they could have at least allowed me to check into my room while resolving the issue, instead of keeping me waiting for hours. I had no reason to lie; I had every document and confirmation to prove my booking. The lack of empathy and trust was truly disappointing. Only after I insisted they contact the reservations department did they finally confirm the booking and allow me to check in. Yet, there was no gesture of apology, no welcome amenity, no complimentary meal, not even a fruit basket nothing to acknowledge the inconvenience I went through late at night. The next day, when I mentioned this to one of the staff, I said that at least they could have send me dinner or a fruit basket the previous night. He offered to send something then, but honestly, it was too late. It clearly showed a lack of care and professionalism. I even sent an email explaining the situation in detail to the reservations department, but there was no reply, no apology, and not even a simple acknowledgment. It’s honestly disappointing and embarrassing to see such a lack of professionalism and care from a hotel of this level. On top of that, my room was not as booked, I had requested a king bed with a Burj Khalifa view, but I was given a twin room instead. The next day, they moved me to a king room after I refused the twin room !! Furthermore, the cleanliness: the sofa was dirty, the bed was poorly made, the sheets had an unpleasant odor that made me call housekeeping several times at night to change them. This is absolutely unacceptable for a five star property !! Also, if you plan to stay near Dubai Mall, I honestly wouldn’t recommend this hotel at all. The location is inconvenient, you have to walk through the metro corridor with crowds to reach the mall, unlike other nearby hotels that are directly connected. Overall, this property does not reflect the level of service, comfort, or hospitality expected from a luxury brand

Navaz UK

The hotel staff were exceptionally kind and helpful throughout my stay. The location is excellent — it’s very convenient to reach Dubai Mall and nearby restaurants. The concierge team provided great recommendations, and the reception staff were always attentive and professional. A special thanks to Hiba, Amina, Bijaya, and Salin for their outstanding service and warm hospitality.

A M

Worst customer service front desk staff!! I would like to thank Amina from customer service team for her support and help. She tried her level best to resolve my issues. If your room faces Financial Center Street, don’t stay there, every single car that crosses the bridge hits the metal expansion joints, and the sound is so loud and constant that it feels like cars are driving through your room. Sleeping is almost impossible. I went to the reception and explained clearly that the noise is unbearable because there’s no sound insulation. Instead of fixing the problem or moving me to a quiet room, the receptionist started trying to sell me an upgrade for saying I’d have to pay more! Honestly, this is shocking for a premium hotel like Kempinski. A five-star property should care about the guest experience, not take advantage of the situation. He could’ve simply said, “We’ll move you to the opposite side right away” but instead he played around trying to upsell and wasted my time. I left the desk frustrated and decided to escalate to the manager because no one should have to experience this level of noise or attitude. If you think you can handle it by turning the AC fan to full speed good luck. You’ll just lose your sleep and your peace of mind. Unacceptable experience for a so-called luxury hotel.

By Cavili

We spent two nights at Kempinski The Boulevard after our stay at Raffles The Palm, hoping to enjoy the vibrant downtown location close to the Burj Khalifa. The hotel indeed offers a fantastic view of the Burj Khalifa from its pool area, and we thoroughly enjoyed the breakfast and the pool with that stunning backdrop. However, our room experience didn’t quite meet our expectations. As a Titanium Discovery member, we were disappointed that booking through Trip.com led to a room facing the main road, resulting in significant noise from traffic. Additionally, the room amenities were insufficient for two guests, with only one teacup and one chair on the balcony, making it uncomfortable to relax together outside. The room temperature was also challenging to control, and it remained extremely cold despite adjustments, making for an uncomfortable night. The pillows were too soft and didn’t provide adequate support, which further impacted our comfort. Overall, while Kempinski The Boulevard has a great location and wonderful dining options, the room experience didn’t reflect the five-star standard we expected. In conclusion, while we appreciated the location and amenities like the pool and breakfast, we might not choose Kempinski The Boulevard again in the future.

Haifa Hammed

This wasn’t my first time staying at the Kempinski The Boulevard — I chose it again mainly for its unbeatable location. The hotel is directly connected to Dubai Mall, which makes shopping and dining incredibly convenient, and it’s also just a short walk from many key attractions in Downtown Dubai, like the Dubai Opera. The check-in process was smooth and effortless. I arrived around 1:00 PM, earlier than the usual check-in time, but the front desk team was very accommodating and had my room ready without any delay. The room itself was spotless when I arrived — everything was clean, tidy, and well-prepared. The only inconvenience I faced was a noticeable humidity in the room. At first, I didn’t pay much attention to it, but when I returned later that night, it became quite uncomfortable. I called guest services to have someone check the air conditioning, and it took around 35 minutes — and a couple of follow-up calls — for maintenance to arrive. It turned out the balcony door hadn’t been properly sealed after cleaning, which was causing the issue. Once addressed, everything was fine, and I appreciated how polite and helpful the technician was. Check-out was just as smooth and efficient as check-in — it was quick and hassle-free. Overall, my experience was excellent, and this marks my second stay at Kempinski The Boulevard. the service, location, and comfort make it a place I would gladly return to.