Thank you for your feedback regarding your recent stay. I sincerely apologize that we did not meet nor exceed your expectations.
First and foremost, I am very sorry about the pool closure that took place during your stay. Property facilities are managed by the building community and, I am afraid, the access to facilities is not controlled by the individual property owners in the residence. In addition to above, we were not advised on the pool closure, as it was related to the emergency, thus, we had no chance to inform you on that in advance.
Nevertheless, being able to provide you with access to 5-star facilities in the buildings nearby, you were offered this solution, as well as relocation to another property of your choice. I regretted to hear that our offer was declined, but I believe you really liked the booked apartment and the neighborhood, as it was located in the heart of Marina right on the promenade and in the walking distance to the JBR beach. I was surprised to hear that you had a few challenges with the transportation in the area, as Dubai Marina is famous for its excellent connectivity to other Dubai communities by bus, train, metro, tram, and taxis, which are plentiful.
Furthermore, our company manages a portfolio of more than 100 units in Dubai, thus, we have a team of reservations and guest relations specialists assisting me with operational aspects, as well as ensuring guest`s stay is comfortable.
I would like to reassure you, that I am very concerned about the experience you had with us. As it can be seen from our many other reviews, your experience is out of the ordinary, thus, we would like to look closer into this case.
Please feel free to drop us an email, I will personally handle this situation and hope we will be able to welcome you back in the future. It’s the least we can do to sincerely thank you for taking the time to write a review.
BR, Olga and the team