Exclusive and Spacious 2 BR in Dubai Marina!

Hideous communication and customer service; we had to book somewhere else Positive: The apartment was nice, the beds were comfortable, and the view and location were both great. Negative: We had a horrendous time in terms of customer service. We had warned them we would check in at 9pm at night, but had been given no details of how to get into the apartment in advance. We tried messaging and calling beforehand but no reply. So we went to the location hoping that it would be self evident… alas no. We were locked out; the security desk could not help us. When we tried to call the help numbers we had been given, no one picked up. I messaged multiple times and tried calling 37 times and was ignored, although on several occasions I was hung up on, suggesting that someone knew we were in need of assistance. We had not been sent the information in advance (although they claimed they had sent to Booking.com messages, we had zero messages there - I have a screen grab to prove it - and also received no email or phone message to tell us to to look there). This meant we were unable to get access to the apartment on the first night and we had to pay to stay elsewhere late at night. They finally got in touch the next morning to give us the keypad details, so we got access then, but all of the comms was very rude and they ghosted us when we asked questions. We were grieving the loss of my new baby granddaughter and were in Dubai for her funeral, so we had no appetite for a fight and simply asked not to be charged for the night that we did not have access to the apartment. They rudely and coldly refused and tried to blame us. Talk about making a bad situation worse! A truly upsetting and heinous experience. Although the apartment is fine, I would avoid ever booking with these people again; the customer service is awful and they don’t care if you can’t get access. The “help numbers” are a joke and the “smart concierge” company that’s supposed to be looking after it is the most unprofessional outfit I’ve ever come across. Save yourself the hassle and stress and book ANYWHERE else (there are plenty of apartments in the same building or close by on other rival sites).