The Retreat Palm Dubai Mgallery By Sofitel

The Retreat Palm Dubai Mgallery By Sofitel

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Room & Suite (290)
Restaurant
Dining (231)

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About

4.5
#88 of 821 hotels in Dubai
4.6 of 5 bubbles
Location
4.7 of 5 bubbles
Cleanliness
4.6 of 5 bubbles
Service
4.5 of 5 bubbles
Value
Discover the perfect balance of holistic wellbeing and Dubai's vibrant energy at the region's first 5-star family-friendly wellness resort, officially recognized as a wellness hotel by the Dubai Department of Economy and Tourism. Tucked away on the exclusive coastline of Palm Jumeirah's East Crescent, the beachfront destination houses 255 picturesque rooms and suites, all designed with natural elements, earth tones, and a harmonising Feng Shui philosophy throughout. At the heart of the resort is the Rayya Wellness Centre, inspired by a 360-degree holistic wellness concept, offering organic-based products, uplifting rejuvenation experiences, and transformational wellness retreats. The unique Rayya Spa features signature spa treatments, rejuvenating cryotherapy, detoxifying facials, and the traditional Hammam. The property features four exceptional dining concepts with a range of options promoting healthy gastronomy. This beachfront resort is perfect for those seeking to unwind.
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Property amenities
Free parking
Free High Speed Internet (WiFi)
Fitness Centre with Gym / Workout Room
Pool
Coffee shop
Beach
Aerobics
Babysitting
Valet parking
Wifi
Yoga classes
Yoga room
Fitness / spa changing rooms
Fitness classes
Sauna
Hot bath
Pool / beach towels
Infinity pool
Pool with view
Outdoor pool
Heated pool
Restaurant
Swimup bar
Breakfast available
Breakfast buffet
Breakfast in the room
Kid-friendly buffet
Poolside bar
Entertainment staff
Table tennis
Children's playground
Children Activities (Kid / Family Friendly)
Kids club
Kids pool
Airport transportation
Shuttle bus service
Car hire
Taxi service
Business Centre with Internet Access
Conference facilities
Banquet room
Meeting rooms
Spa
Couples massage
Facial treatments
Foot massage
Full body massage
Hammam
Head massage
Massage
Neck massage
Salon
Steam room
24-hour security
Baggage storage
Concierge
Executive lounge access
Gift shop
Sun loungers / beach chairs
Sun umbrellas
Butler service
24-hour check-in
24-hour front desk
Dry cleaning
Laundry service
Ironing service
Shoeshine
Room features
Allergy-free room
Bathrobes
Air conditioning
Private beach
Private balcony
Minibar
Flatscreen TV
Bath / shower
Room service
Safe
Telephone
VIP room facilities
Wardrobe / wardrobe
Hair dryer
Room types
Ocean view
Pool view
Non-smoking rooms
Suites
Family rooms
Good to know
HOTEL CLASS
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Accor Hotels.
5.0 of 5 stars
HOTEL STYLE
Ocean View
Romantic
Languages Spoken
English, French, Russian, Spanish and 5 more

Location

East Crescent The Palm Jumeirah, Dubai United Arab Emirates
Name/address in local language
Getting there
Car recommended
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
Grade: 40 out of 100
40
Dubai Airport
25.9 km
See all flights
Dubai World Central - Al Maktoum International Airport
24.8 km
See all flights
1 Attraction
within 1 kilometer
4.5
4.5 of 5 bubbles4,972 reviews
Reviews summary
This summary was created by AI, based on recent reviews.
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The Retreat Palm Dubai Mgallery By Sofitel garners praise for its immaculate cleanliness and luxurious amenities, including a praised pool and beach area, though the 24-hour cafe's space receives some criticism. While the hotel's rooms are generally celebrated for their spaciousness and views, a few guests have encountered noise disturbances. Exceptional service is a hallmark here, with staff earning accolades for their professionalism and warmth. Despite mixed reviews on value and a remote location, the vibrant atmosphere and beachfront setting make for a memorable stay.
Location
Beachfront
Atmosphere
Lively
Rooms
Spacious
Value
Inconsistent
Cleanliness
Spotless
Noise level
Mixed
Service
Attentive
Amenities
Top-notch

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Detailed Reviews
RKA wrote a review Jan 2020
4.0 of 5 bubbles
We stayed at The Retreat over Christmas and New Year in their one bedroom apartment with club lounge access. From the moment we arrived we instantly felt well taken care of by the reception team and nothing was too much trouble to assist with.

We had a lovely room with the kids sleeping in the lounge space with an extra bed and a balcony with a view across the Palm. The bedroom had a large bed that could easily cater for a couple with a small child. Helpfully there were two wc's and one big bathroom so no-one is ever left waiting. The rooms were kept in great shape by Mahendra and his team and always on hand to offer help whenever required. The attentive service even extended to helping my daughter when she became quite unwell in the corridor and he was on hand to offer some help.

The hotel had a lovely relaxing vibe with a pool, spa, gym and private beach space. Even on the busiest days there were enough loungers and space in the pool. Buffet breakfast was excellent and had a vast array of choice with healthy options.

The Vibe restaurant catered for buffet style and we ate most of our meals here. Nadia the hostess and the Head Chef in the restaurant ensured we had enough choice to cater for our specific dietary requirements, we felt the service from the kitchen team was outstanding to check with us every visit and asked if we wanted anything special made. There was always plenty of choices for vegetarians and vegans and helpfully giving allergen advice. My only suggestion would be to consider more vegan options without nuts for allergy sufferers it can be a little restricting especially with the dessert options.

Ripples pool bar was great for lunch and we also utilised the Club lounge for snacks and drinks throughout the day. Daewood was very helpful and gave a great service, he made a great impression on the kids.

Asif the concierge was very helpful to offer assistance when I needed to find a pharmacy locally. They showed a very sincere and caring service asking about my daughter to check on her recovery. The concierge desk assisted with booking our travel on the complimentary shuttle to the Mall of Emirates and other suggestions of what to do in Dubai.

They held special evenings and events for Christmas and New Year which was spectacular to experience in Dubai.

I wouldn't hesitate to recommend The Retreat for anyone wanting to get away from it all for some me time!
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Date of stay: December 2019Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from SamirA2105, General Manager at The Retreat Palm Dubai Mgallery By Sofitel
Responded 17 Jan 2020
Dear Guest, Thank you for taking the time to share your experience with us. We greatly appreciate your visit and are very happy to hear that our associates and service met your needs and expectations. Please know that we had the best time hosting you. Your commendation towards our associates especially towards Mahendra, Nadia, the head chef, Dawood and Asif, is much appreciated. We will certainly share your wonderful review with the team and compliment them on a job well done. Also, we have taken into consideration your suggestion for more vegan options in the buffet and the dessert. Once again, thank you so much for staying with us and wait to welcome you back to The Retreat for more memorable stays with us. Yours sincerely, Samir Arora General Manager
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Harveypops wrote a review Feb 2020
Wesham, United Kingdom
5.0 of 5 bubbles
Although only rated as 4 star, the hotel is very good. Whilst Dubai can be full on, its a lovely contrast to sit in peace and quiet on the beach at this hotel. We arrived at about 9.00am in the morning, and although check in is 3.00pm, they had a room ready for us by 10.30am, impressed by that. All the staff were excellent, polite and very attentive. The hotel is clean and in good condition. There was always plenty of lovely food to pick from in the restaurant. Please be aware that the hotel does not serve alcohol, but you can take your own and drink on your balcony. I would suggest buying your alcohol in the UK and packing it, two bottles of white wine at Dubai duty free cost £51.00. The hotel next door has a bar and you can use that if you wish. If considering rooms, do pick a room overlooking the Palm, these rooms have the sun on their balcony all day long. The rooms at the front of the hotel overlook the ocean but get no sun at all. Although at the end of the Palm, a taxi into downtown Dubai is about £10.00. A private car costs about £20.00, so getting into Dubai is not a big issue. We had a wonderful stay at this hotel and would like to thank all the staff for making it so enjoyable.
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Date of stay: February 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from SamirA2105, General Manager at The Retreat Palm Dubai Mgallery By Sofitel
Responded 24 Feb 2020
Dear Harveypops, Thank you for taking the time to write and share your stay experience at The Retreat Palm Dubai MGallery by Sofitel. It was a pleasure to be your host during your recent visit to our resort. We are glad to know you enjoyed our beautiful facilities, location and the excellent service provided by our associates. We will share your kind comments with the team, who I am certain, will be glad to read such kind comments about our hotel and service. We hope to have the pleasure to welcome you once again to our hotel in future. Yours sincerely, Samir Arora General Manager
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A lot to digest? Read an AI-generated summary of recent traveller reviews.
Adrienne E wrote a review Oct 2021
Dursley, United Kingdom
4.0 of 5 bubbles
We have just returned from a wonderful week's holiday at this hotel, however it didn't get off to a good start. As two friends travelling together, we had requested a twin room so after arriving during the early hours of the morning after a long flight, we were disappointed to find that we had been allocated a twin room for disabled guests allowing accessibility. Everything was at low level together with rails either side of the toilet and a wet room style shower with plastic curtains. The wash basins were also really low. As a tall person, it was completely unsuitable. We had to call reception to ask for a different room which wasn't terribly well received initially as we were told that the hotel was really busy and they would see what they could do the next day. However they did eventually move us to a an alternative room only to find that the bathroom door handle came off in my friends hands so we had to call out maintenance at 2.30am!
After this slightly rocky start though, we had a great time. The hotel is located on a pristine beach with comfortable sun loungers, fluffy towels and amazing views across the Palm, of the Atlantis and the city scape of the mainland. The sea was so warm, it was just like walking into a bath.
The hotel is kept immaculately clean throughout and the vast majority of the staff are super polite. Special mentions must go to Asif the Head Concierge (with the most amazing eyes!) who sorted out a brunch for us, Islam in the restaurant and Patrick who was beach side.
We are both vegetarian but found plenty of options to eat and I would have to disagree with the previous poster who said it was the same food all the time, it definitely wasn't. Some cultures also do eat rice, beef and curry for breakfast so the hotel was simply catering for all of its guests rather than using leftovers.
We deliberately chose a hotel on the Palm as we wanted a relaxing holiday but you do need to factor in the ability to get to the main tourist attractions as you are around 25 minutes away from The Burj Khalifa for example. That said, taxis are plentiful and really inexpensive. We used a combination of Uber and Careem. The hotel also offers shuttle buses to the Mall of the Emirates and Nakheel Mall.
If you like entertainment in the evening, this really isn't the hotel for you. The only entertainment provided was a duo singing and no one really stuck around to listen to them. We tended to go out once the sun had set (amazing sunsets from the beach) and came back for a late dinner (restaurant closed at 11pm) and then went to bed, so it worked for us.
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Date of stay: October 2021
5.0 of 5 bubblesRooms
5.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Samir Arora, General Manager at The Retreat Palm Dubai Mgallery By Sofitel
Responded 04 Nov 2021
Dear Adrienne E, I would like to thank you for your feedback regarding your recent stay at our hotel. We are especially grateful for feedback such as yours as it will only provide us with the means to improve our service to ensure that our guests have an exceptional experience here at The Retreat Palm Dubai MGallery. We would like to apologize for the inconvenience caused with the type of room you were provided. Guest satisfaction is of utmost importance to us and we truly regret to hear that we did not meet your expectations. However, we are thankful that our team was eventually able to resolve the matter for you and make you comfortable for the rest of your stay. On a positive note, I am truly delighted to hear that you appreciate the excellent service provided by the team members especially Asif, Islam and Patrick. It is something our team takes great pride in, so we value your feedback. We hope you will give us the opportunity to serve you again and look forward to welcoming you back in future. Yours sincerely, Samir Arora General Manager
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sasa wrote a review Jan 2020
2.0 of 5 bubbles
Everything is fine until check-out. The hotel has a shuttle bus to take guests to the Mall of the Emirates at 10 am everyday, and you need to register at the counter the day before. I registered at the counter one morning before and asked whether we can bring along with our two suitcases. The staff said that it was okay. The next day, we were the first two people to got into the bus. Two suitcases were placed on the corridor after all passengers got into the bus and suitcases did not occupy any seats. After all seats were full, the driver suddenly called 2 more people to get into the bus and told them to sit on our two suitcases. Because everything was too fast and too sudden, I had no time to shop it, and the car drove out. First, the two suitcases are ours. How can you ask others to sit on our suitcases? And never asked us before. Second, if that two people damaged our suitcases while they were sitting, will the hotel compensate us? Third, if there was a mistake for the hotel to estimated the number of passengers wrongly, and lead to the last two passengers unable to get on the shuttle bus. The arrangement should be made by the hotel to compensate to that two passengers, instead of asking that two people to sit on others' suitcases !!! This is ridiculous !!! We feel completely offended and Will definitely not come again !!!
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Review collected in partnership with this hotel
Date of stay: December 2019Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from SamirA2105, General Manager at The Retreat Palm Dubai Mgallery By Sofitel
Responded 07 Jan 2020
Dear Seaside22636597282, Thank you for taking the time to share your experience with us. We appreciate your visit and are very happy to hear that our associates and service met your needs and expectations. Please know that we enjoyed hosting you. We regret that part of your stay did not meet your expectations. I sincerely apologize for this inconvenience caused and assure you of a memorable service should you wish to stay with us again. We would like to thank you for choosing to stay with us and look forward to your next visit. Yours sincerely, Samir Arora General Manager
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janet m wrote a review Nov 2020
Dubai, United Arab Emirates
+1
5.0 of 5 bubbles
The Retreat is a breather from our busy lives, a resort that truly cares about wellbeing. Among hotels I have stayed with this is one which I explored and enjoyed all corners.

As soon as we enter, there was this pleasant tall guy manning the temp camera welcoming us with delight! Our holistic experience started with the room - very clean, cozy and relaxing, eye soothing color combination of greens and whites, warming toilet & bath with nature themed wood floorings. Our room gets us a chance to walk past an open view of the lobby (wonderfully decorated with nature things) and found it really beautiful that each time I passed I had to take a picture 😂. Pool was awesome, perfect view of the sunset, sea complementing blue sunbeds and umbrellas. Perfect pool water temperature, very clean without that chlorine smell. Loved the drinks on offer - only the healthiest juices and mocktails, I am big on pineapple juices and theirs was a winner! Had buffet dinner and breakfast at Vibe and it was just marvelous, excellent choices of dish, loved especially the quinoa avocado salad, guacamole nachos, mussels with white sauce by Chef Noel. Am not much into meat but fell in love with their cheese sausage and turkey ham, finished off with Red Beetroot mocktails 👌

Spent quite a peaceful time at night by the beachside, cool sea breeze... Ladies should not miss Rayya with the exclusive gym on the 1st floor, wonderful work out venue with full seaview. Would not miss the spa and jacuzzi had it been open too.

Amazing hospitality by f&b head Mr. Halim, also attending to guests, a true example of leadership you will see all crew are as well very active and vibrant - notable one is Dhiren, and greatly attentive is Mohamed! Thank you The Retreat team your efforts gave this more than a 5 star experience!
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Date of stay: November 2020Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Samir Arora, General Manager at The Retreat Palm Dubai Mgallery By Sofitel
Responded 09 Nov 2020
Dear Janet M, It was a pleasure hosting you. Thank you so much for sharing your memorable experience with future wellness travelers on TripAdvisor. It is truly rewarding to hear that you enjoyed your recent stay at The Retreat Palm Dubai MGallery by Sofitel. Our generous menu of activities, treatments and healthy cuisine are all designed to encourage guests to enjoy living a healthy lifestyle. Our talented team is always eager to share with guests their love of wellness as a way of life. It is my pleasure to work with all of them each day. I have passed on your kind compliments to the entire team. The Retreat team and I eagerly look forward to welcoming you back to your "Wellness Home" in Dubai. Yours sincerely, Samir Arora General Manager
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Mariola wrote a review Feb 2020
Manchester, United Kingdom
+1
5.0 of 5 bubbles
Where do I start?
It was my first trip to Dubai.
Thanks to Retreat Palm MGallery and the way it is managed I certainly fell in love with this place.
Location, cleanliness, decor, fragrance and most importantly people who work there make this place one of a kind and for the first time in my life a feeling that I would certainly return.
If you're a vegetarian (like myself) or vegan this hotel's cuisine is just perfect!
I don't drink alcohol so the fact this is a dry hotel also was one of the reasons to choose it.I'm so happy I did!
An improvement suggestion: free shuttle bus should perhaps be available a couple of times a day and returning later than 6pm (say 10pm) from Mall of the Emirates.
Given there is no public transport leading to the hotel and the Palm Jumeirah catching a taxi every time you couldn't make it for the once a day bus was somewhat uncomfortable.

Thank you so much for addressing the matter of moving me away from the private party area on top floor where my room was for the night so that I could have slept as I was feeling unwell.
Instant reaction and sorting this out made me yet again felt cared about.

Kindness, manners, helpfulness and welcoming approach is what actually made me cry at the end.
Despite travelling on my own I felt so much care and warmth from the staff.
From front desk to cleaning staff to restaurant staff - everyone appears to be grateful to be there and it makes a guest feeling simply happy!
Great job management as clearly those people are feeling motivated as it translates into how they treat guests.

Special and wholehearted thank you for the following team members:
Veera (the kindest, caring person who made me feel always looked after during the dinner)
Angela (the sweetest soul whose kind heart and attitude made me feel emotional)
Hamza (most lovely and genuine who appears to be a great manager too as clearly the staff appear to respect himmsnd feel motivated, he and the group - see photo arranged the most touching Goodbye with a message 'See you soon' served with my favourite date and nuts cake!It made me cry.
Dhiren (again same as Hamza - wonderful manager who listened to the issue/incident I reported which caused my upset, he subsequently made me feel calm and looked after)
Durbek (very humble, appreciative, kind and helpful young man)
Nadia (always welcoming me at my dinner time with a smile)
Ksenia (sharing experiences of her Dubai life which was so interesting and inspiring)
Bdar (happy to help, friendly and smiley).

I will certainly see you All soon, InshAllah!
Thank you.
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Date of stay: February 2020Trip type: Travelled solo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from SamirA2105, General Manager at The Retreat Palm Dubai Mgallery By Sofitel
Responded 24 Mar 2020
Dear Maz K, Thank you for taking the time to share your experience with us. We greatly appreciate your visit and are very happy to hear that our associates and service met your needs and expectations. Please know that we had the best time hosting you. Your commendation towards our associates especially towards Veera, Angela, Hamza, Dhiren, Durbek, Nadia, Ksenia and Bdar is much appreciated. We will certainly share your wonderful review with the team and compliment them on a job well done. Also, we have taken into consideration your suggestion regarding the shuttle bus. Once again, thank you so much for staying with us. We wait to welcome you back to our resort for more memorable stays with us. Yours sincerely, Samir Arora General Manager
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Applestrudel78 wrote a review Jan 2020
Dubai, United Arab Emirates
1.0 of 5 bubbles
The club lounge is not worth paying for. The food selection in there is very sparse and of a very low quality, similar at the breakfast buffet. The check in process was not good. We had to wait one hour after check in time for our room to be ready. During our stay we ordered room service and the staff member demanded we pay in cash as they had on record that we had ‘no credit’ with the hotel, that in itself was wrong as I had paid a deposit when checking in and also totally unexpected as I regularly stay in hotels all over the world of varying different standards and have never been asked to pay cash for room service whether I had paid a deposit or not. The final factor that ruined our stay was that this hotel is totally alcohol free and I didn’t feel that this was made clear enough in booking.com’s information on the hotel. Overall it was a terrible stay. I have attached a picture of the view from my ‘premium sea view room’
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Date of stay: January 2020
1.0 of 5 bubblesValue
1.0 of 5 bubblesService
3.0 of 5 bubblesSleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from SamirA2105, General Manager at The Retreat Palm Dubai Mgallery By Sofitel
Responded 26 Jan 2020
Dear Guest, Thank you for taking the time to tell us about your experience at The Retreat Palm Dubai MGallery by Sofitel. Providing the highest level of hospitality is our number one priority and I want to personally apologize for the unacceptable service experienced during your stay with us. I will be sharing your feedback with the appropriate team members to ensure that this was an isolated incident that will be corrected in future. I do hope you consider giving us another chance if you are ever here in our area again, for us to serve you better. Yours sincerely, Samir Arora General Manager
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Cemal wrote a review Jan 2020
5.0 of 5 bubbles
I arrived at The Retreat M Gallery by Sofitel around 4:30 am the morning of my check in.
Despite it was even way too early for an early check in the lovely staff did not hesitate a second to check me in and provide first class service.
Mohamad Ali (who obviously has a legendary name and is an enormously kind man) arranged a suite which came with a tripple upgrade for loyal ALL ACCOR members as he said.
It exceeded my needs and fulfilled every demand one could have.
After a looooong and revitalizing sleep I have been pampered right away with charming Sharmaine‘s complimentary delicious preparations in my suite.
A lovely hand written note of hers invited me to the club lounge for further relaxation and tasty food, drinks and treats!

Even though it was my first (definitely not last) visit at this grand hotel with it’s lovely location literally surrounded by beautiful beaches I felt home straight away.
Sharmaine, Mohamad Ali, Chris, Anam and all their beloved, charming and beautiful colleagues become friends the day you meet them.

Since I am most of the time running around with a Super Mario Cap they assumed correctly that I like Super Mario and organized a cute welcome cake.

If you guys want to enjoy a hassle free, relaxed and charming time in and around dubai while enjoying sublime beaches, grand service, comfortable and beautiful rooms and suites, a delicious cuisine, do not hesitate...

My new friends will be waiting for you.

Enjoy and tell them I said Thank You & Selam Aleykum!
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Date of stay: January 2020Trip type: Travelled solo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from SamirA2105, General Manager at The Retreat Palm Dubai Mgallery By Sofitel
Responded 25 Jan 2020
Dear Thedorsia, Thank you for taking time to share your feedback with us on TripAdvisor. We constantly strive to provide our guests with a comfortable and memorable experiences and I am happy to see that we were able to serve you well. Creating memories is our prime focus, so your praise of Sharmaine, Mohamad Ali, Chris, Anam and most importantly the services provided by them means a lot to all of us. We were delighted to know that you loved their genuine care. Your words of appreciation serve to motivate and encourage the entire team in their efforts to exceed guest expectations. The entire team at The Retreat Palm Dubai MGallery by Sofitel is looking forward to welcoming you back to our resort in the near future. Yours sincerely, Samir Arora General Manager
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Roshan K wrote a review Dec 2020
London, United Kingdom
2.0 of 5 bubbles
Overall this isn't a bad hotel but with a little staff training and better processes in place it could be a great hotel. It's not bad value for money considering where it is or the amenities but our stay was unfortunately riddles with issues and little was done to put it right, no discount was offered and front desk staff lacked empathy. I doubt this hotel received any repeat business and I'd probably recommend staying in the 'C Central' hotel next door which is considerably newer, nicer, and better kept (where our friend stayed).

I intentionally booked and paid for one day early as we were arriving mid morning and after flying over night I wanted a room to be ready without having to wait for afternoon check-in like usual. I confirmed with the hotel three times, once via WhatsApp and twice via email to remind them to have out room ready which they acknowledged.

Upon arrival our room was not ready, had been given away and we were shown a room with two twin beds despite booking, paying for and three times confirming a double bed. After 12 hours of traveling and arriving at the room I then had to go back down to change it. This took a lot of time, there were no rooms available and we were eventually given a (not very nice) suite facing the dusty car park/building site. I complained again and we were eventually moved to the room I'd booked and paid for later that day. We weren't able to unpack or relax as we were waiting to move rooms.

Later that week the lock to our door stopped working and we were locked out for a couple of hours which required many trips up and down the lifts, back and fourth to reception trying to resolve. Eventually it was resolved but the following day the lock stopped working again and the room door remained constantly unlocked.

I asked the front desk to have this fixed when leaving for dinner and four hours later when we returned it was still unlocked. They offered to send someone up but it was midnight and too late. We didn't feel overly secure sleeping in or leaving the room and had to lock our cases and leave our valuables in the safe. The door was never fixed.

Overall, whilst the hotel isn't bad the customer journey isn't great. Whenever I was at the desk trying to resolve something there was always at least one other unhappy guest complaining their plug sockets didn't work, had no wifi or they had been given the wrong rooms.

Some staff were good, mostly the breakfast staff who worked hard but overall the front desk staff were lazy and poorly trained.

Would I return, no.
Would I recommend, no.

Unfortunately you book this hotel because they borrow the name from Sofitel but my advice would be to book somewhere else.
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Date of stay: December 2020
5.0 of 5 bubblesRooms
1.0 of 5 bubblesService
4.0 of 5 bubblesSleep Quality
Room Tip: Good pool area and beach access
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Samir Arora, General Manager at The Retreat Palm Dubai Mgallery By Sofitel
Responded 17 Dec 2020
Dear Roshan K, Thank you for taking the time to provide your feedback on TripAdvisor regarding your recent visit to The Retreat Palm Dubai MGallery by Sofitel. We truly value your opinion as it is from your comments that we are able to uphold our commitment to excellence, thus providing you with customer satisfaction for future visits. It is certainly never our intent to disappoint our guests or provide anything less than the best in service and facilities and I am truly sorry that we did not meet your expectations or our own service standards in relation to the lack of service from the associates. Please know that I have shared these matters with my team to ensure future guests receive the level of service expected of our brand. I am also grateful to receive your comments regarding the positive elements of your stay; particularly the breakfast associates who work hard to satisfy our guests. Again, my sincere apologies for failing to provide you with an impeccable visit. We certainly look forward to the opportunity in welcoming you back and serving you again in the refined ambiance and service excellence for which we are known and that you as our valued guests have come to expect from residing at our hotel. Yours sincerely, Samir Arora General Manager
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loca_maraa wrote a review Aug 2020
Dubai, United Arab Emirates
5.0 of 5 bubbles
Spend a weekend there with my boyfriend, this place is soooooooo goood
Health wise its perfect, the attention to details and the description on the food shows how much these people are dedicated and professional.
Covid 19 rules were top notch , they followed every single rule making sure we are all safe.

Amenities in the room was unbelievably beautiful.

Few names to mention John from Front Office customer care is perfection. Chef Nruppen is a great chef with a lot of attention to detail. Dhiren one of the team members in the all day dining know what to do and how to handle pressure especially with so many details related to this pandemic and he attends to our table professionally.

Well done gentlemen and keep up the good work, see you soon, very soon

Thank you
Mara
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Date of stay: July 2020
5.0 of 5 bubblesRooms
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Samir Arora, General Manager at The Retreat Palm Dubai Mgallery By Sofitel
Responded 28 Aug 2020
Dear Mara, We are very pleased you had a relaxing stay at The Retreat Palm Dubai MGallery by Sofitel. I was especially delighted to learn you were impressed with the special arrangements we have made to deal with covid19 and that our arrangements made you feel safe during your stay with us. Our hotel aims to provide a truly unique experience and we are delighted to have been able to exceed your expectations. I proudly shared your comments with the entire team and especially with John, chef Nrupen and Dhiren for their professional hospitality. My team and I look forward to your continued visits and take this opportunity to assure you of our best attention and service at all times. Yours sincerely, Samir Arora General Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Mohammed S wrote a tip 14 Jul
1 contribution
5.0 of 5 bubbles
"Go for it"
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Philomena G wrote a tip 12 Jul
1 contribution
3.0 of 5 bubbles
"Wanted more for the price."
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Rebecca C wrote a tip 07 Jul
12 contributions
5.0 of 5 bubbles
"Have fun and enjoy your stay you won't regret your choice "
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Tatenda A wrote a tip 07 Jul
2 contributions2 helpful votes
5.0 of 5 bubbles
"We got half board and we’re offered the opportunity to use it for breakfast and either lunch or dinner. All inclusive might have been good "
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Daniel P wrote a tip 05 Jul
2 contributions
5.0 of 5 bubbles
"A car is mandatory "
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PRICE RANGE
R 1,888 - R 2,378 (Based on Average Rates for a Standard Room)
LOCATION
United Arab EmiratesEmirate of DubaiDubaiPalm Jumeirah
NUMBER OF ROOMS
255
Prices are provided by our partners, and reflect average nightly room rates, including taxes and fees that are fixed, known to our partners, and due at time of booking. Please see our partners for more details.
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THE RETREAT PALM DUBAI MGALLERY BY SOFITEL - Hotel Reviews & Price Comparison (United Arab Emirates)

Frequently Asked Questions about The Retreat Palm Dubai Mgallery By Sofitel
Which popular attractions are close to The Retreat Palm Dubai Mgallery By Sofitel?
Nearby attractions include The Office Dubai – Elite lounge (1.1 km) and Storm Club & Lounge (0.9 km).
What are some of the property amenities at The Retreat Palm Dubai Mgallery By Sofitel?
Some of the more popular amenities offered include a swimup bar, free wifi, and a pool.
Which room amenities are available at The Retreat Palm Dubai Mgallery By Sofitel?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at The Retreat Palm Dubai Mgallery By Sofitel?
Guests can enjoy a swimup bar, an on-site restaurant, and a poolside bar during their stay.
Is parking available at The Retreat Palm Dubai Mgallery By Sofitel?
Yes, free parking, a parking garage, and street parking are available to guests.
What are some restaurants close to The Retreat Palm Dubai Mgallery By Sofitel?
Conveniently located restaurants include Lao, Laguna Beach Taverna & Lounge, and Social.
Are there opportunities to exercise at The Retreat Palm Dubai Mgallery By Sofitel?
Yes, guests have access to a pool, a fitness centre, and a sauna during their stay.
Does The Retreat Palm Dubai Mgallery By Sofitel have airport transportation?
Yes, The Retreat Palm Dubai Mgallery By Sofitel offers airport transportation for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at The Retreat Palm Dubai Mgallery By Sofitel?
Yes, dry cleaning and laundry service are offered to guests.
Does The Retreat Palm Dubai Mgallery By Sofitel offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.
Which languages are spoken by the staff at The Retreat Palm Dubai Mgallery By Sofitel?
The staff speaks multiple languages, including English, Spanish, French, German, Russian, Hindi, and Arabic.
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