Grand Hyatt Dubai Resort & Waterpark

This is my second time staying at this hotel this year and I’d be happy to stay again in the future. The rooms are spacious and my one offered a view of Dubai skyline. All staff are friendly and efficient, housekeeping is prompt and rooms are kept very clean - in a huge hotel/resort like this that is a great achievement. As stated , resort is huge and has many guests, so it is never going to be super quiet, but for someone who doesn’t really like noise this place I have no issues with. One of my more favourite places to stay. Read less

Dear [Guest Relations/Team/Name], I would like to extend my sincere thanks to you and the entire team at Grand Hyatt Dubai for making our recent 10-day stay such a memorable experience. From the moment we arrived, we were warmly welcomed, and every member of staff went above and beyond to make us feel at home. The room we were provided with was spacious, comfortable, and made us feel like royalty throughout our stay. Most importantly, the level of service we received across the hotel, including dining, was consistently exceptional and truly reflected the spirit of Hyatt hospitality. I would especially like to recognise Rajeev, Shivam, Lissa, and Vikrant, who provided us with such personalised service. They always greeted us warmly, made us feel special, and ensured that our stay was so much more enjoyable. The dining experiences were a highlight — from personalised meals such as uttapam, fresh naan, Mexican tapas, and a special Chinese meal for my daughter’s birthday, every detail was thoughtfully prepared. Drinks requested by my family were recreated to perfection, and always to the highest standards. Our celebrations were also made unforgettable thanks to the thoughtful touches from your team. Our room was beautifully decorated with balloons, a towel cake, and flowers for my daughter’s birthday, and it was transformed to congratulate my son on his exam results. A very special thanks goes to Sugarmon, the Housekeeping Manager, for arranging these moments that we will truly cherish. While the waterpark project was one of the reasons we originally booked, and it was unfortunate that it was not ready during our visit, the outstanding service we received more than made up for it. Your staff are the reason behind this positive feedback, and I kindly ask that you share our gratitude with the team, especially those mentioned above. We would not hesitate to recommend Grand Hyatt Dubai to friends and family, and we look forward to returning in the future, particularly once the waterpark is open. With warm regards, Read less

Sadly, I've reviewed my stay as overall 'poor' as that is the memory I'm left with. It could so easily have been way better if certain staff had some customer service training and/or were removed from having any dealings with the public...ever! Rooms & Pool (the good!): Spacious, comfortable rooms and a large pool. All pool staff seemed very nice and helpful. Reception Service: Shockingly rude and dismissive staff; issues (no hot water in shower) ignored until manager intervention. Don't even think about asking what is included in your half board package. One of the suggestions I was given was to get ready for dinner and walk around each restaurant with my elderly mother and child, enquiring what they offered as Reception couldn't possibly be expected to know! Receptions at other hotels in Dubai seem to manage to have this information easily and if they don't have any information, they'll find it out for you. Dining: Main restaurant - food very nice, particularly breakfast but restaurant is cramped and we were low season so who knows what it's like during peak season. It's not that relaxing an experience. Breakfast often a bit chaotic with “severe delays” at certain times warnings written on a large noticeboard reminiscent of a London Transport notice. Waiting staff were very nice (excellent with children), doing a great job but clearly overworked, rushing at all times. Unlike other hotels, we didn't have any interaction with staff in suits/restaurant managers(?) - maybe they were also too busy. Public Areas: Lobby toilets surprisingly unpleasant; shabby and outdated. Public seating areas very comfortable, if a bit dated. Standout Staff: IZ family lounge staff were very good and Jackie the lobby host was exceptional and management should try and retain her because her work manner/lovely personality is sadly rare at the Grand Hyatt. Verdict: Pleasant rooms and facilities can’t make up for poor service in such a key place in a hotel as Reception. It's a guest's first point of contact and last. It spoils your entire stay if this basic standard in a hotel isn't met. Dubai has many hotels with both excellent service throughout and luxury. I wouldn’t recommend this one. If you're still reading - I’ve always believed the way a hotel handles problems says more than how it performs than when everything goes smoothly. I’ve stayed in many Dubai hotels over the years and never had issues — their high standards and excellent service are why I keep returning. On this trip, I tried two new hotels, and while both had certain issues, the contrast in how they were handled could not have been greater. First Hotel: A slight problem on the first night was resolved impeccably. The Reception staff took the time to check if everything was okay, unexpectedly sent fruit, chocolates and a treat for my daughter to my room the next day and even apologised again at checkout (unnecessary, but definitely appreciated). The result? A wonderful memory and an immediate rebooking. Grand Hyatt Dubai: Unfortunately, the Grand Hyatt fell far short. In 30 years of travelling — from hostels to 5-star resorts — I’ve never encountered such consistently rude and unhelpful Reception staff. Other reviews mentioning this are accurate. Sara, in particular, was dismissive, unhelpful, and outright hostile when I was on my fourth trip to politely raise a legitimate issue: no hot water in our shower. I'm not someone who thinks everything should be perfect and genuinely just thought I'd politely mention there wasn't hot water in the morning and when I returned from a day out, it would be fixed. Nobody's fault, these things happen, no complaints. However...after already asking three times and being brushed off, I was met with smirks, shrugs and hostile stares rather than apologies. I eventually had to insist on speaking to a manager as Sara was being so hostile, losing precious time with my family at dinner. Even then, Sara and the manager stood in my eyeline talking whilst I had to wait even longer, rather than coming straight out to check what the issue was. To his credit, the manager was apologetic and arranged for the problem to be fixed while we ate. However, it should never have reached that point and the whole experience was upsetting. Afterwards, I had to follow up myself, rather than the manager thinking to proactively check with me that things were resolved. The manager tried to make things better but the damage had already been done and you shouldn't have to go through this in the first place. The hotel states in their check in letter that they want your stay to 'exceed expectations'. They really don't. I feel that there must be a management (not to mention recruitment) issue that staff at Reception have absolutely no concern about treating guests badly and certainly don't want to try to help, no matter how minor a request. I'm not the only guest to note this in a review and unless things change, I won't be the last. There can't be any repercussions if you're really rude to a guest - "go ahead, guests aren't important to us". I was told the issue had been referred up to higher management but I find it hard to believe someone would treat someone like that in the first place if they thought for one minute there would be any repercussions. At checkout, there was no warmth or care — just a perfunctory “ thank you, bye...next.” I've never experienced that in Dubai. Despite a nice pool, spacious rooms, and a few standout staff, my stay at the Grand Hyatt Dubai was hugely let down by shockingly rude and dismissive Reception staff, and poor service when problems arose (no hot water took repeated trips to Reception and a manager’s intervention). Whilst the dining staff were friendly despite being clearly overworked and the food was very nice, the overall experience was disappointing. If you've never stayed anywhere else in Dubai and maybe only stayed on a mass market package holiday in the Med, maybe you think the underwhelming service and busy dining option is fine. With so many other Dubai hotels offering both luxury, great food and genuinely excellent service, I wouldn’t recommend this one. It's such a shame because friends in the travel industry say this hotel used to be one of the great ones. Hopefully they can turn things around. Read less

Fantastic as always, met up with friends there. Staff are brilliant and very attentive, hotel wonderful, rooms clean and gorgeous! Stayed 3 yrs ago as well, great service by all staff, especially Tariq, Lissa, Clarissa, Vinoff, Canal in the restaurant and Bickash by the pool. Mr.Freddrickson , it was nice to meet you, your staff are a credit to u. Only recommendation would be is to have more coverage disguising the waterpark...a few more taller trees and also perhaps cover that large circular metal building to the left at the back of the pool as needs some greenery or something to make it not look too industrial. Otherwise a Fantastic stay again. Great hotel. Read less