Sunday Suites Excelsior Hotel Deira (formerly Sheraton Deira)

The place is good. The food is good. You just need to remind the receptionist about your concerns and needs

The best hotel on the whole area i very recommend it

Thanks

Subject: Formal Complaint Regarding Booking Information, Customer Service, Room Conditions, and Breakfast Dispute – Sunday Suites Excelsior Hotel Deira Dear Agoda Customer Support, I would like to formally report our disappointing experience at Sunday Suites Excelsior Hotel Deira, Dubai. We have already checked out, and we want our concerns to be properly documented and investigated. We are not requesting a refund or compensation; we simply want Agoda to take our complaint seriously and help prevent other guests from experiencing similar problems. 1. Booking Information on the Agoda App Before making our reservation, I selected 2 adults and 1 child on the Agoda app. When I searched for Sunday Suites Excelsior Hotel Deira, I saw the Family Room with Breakfast option. The room information displayed a maximum occupancy of 4 adults and breakfast for 3 adults. Based on the information presented, I proceeded with the booking. Actually I booked 3 rooms(1 Family Room 2 deluxe room) However, after completing the reservation, the booking details showed only 2 adults and 1 child. This was confusing and inconsistent with our understanding of the information displayed before booking. 2. Unsuccessful Attempts to Contact the Hotel Before Check-in Because of this discrepancy, we tried contacting the property a day before our check-in to clarify the occupancy and breakfast arrangements. Unfortunately, nobody answered our calls. We were disappointed that we could not get clarification in advance, even though we were trying to avoid any problems upon arrival. 3. Disagreement at Reception Upon Arrival When we arrived, we explained the discrepancy to the receptionist. Initially, the receptionist said that their system showed only 2 adults and 1 child. We explained what we had seen on the Agoda app. The receptionist then said she would make arrangements and mentioned that there would normally be an additional charge for the two extra adults. After further explanation, the receptionist agreed to accommodate the two additional adults without an extra charge. We specifically asked whether breakfast for the additional adults would also be free, and the receptionist confirmed that it would be. We relied on this confirmation and understood that the matter had been settled. 4. Dispute Again at Breakfast Unfortunately, when we went for breakfast, another receptionist insisted that the Family Room booking included breakfast for only two adults. We had to explain the entire situation again, including the agreement we had made with the receptionist during check-in. This led to another disagreement with the staff and made our family feel uncomfortable. We do not understand why the agreement confirmed at reception was not communicated properly to the breakfast staff. We should not have had to argue again over something we had already clarified and confirmed. 5. Room Condition and Customer Service Aside from the booking and breakfast issues, we were also disappointed with the room and the hotel's customer service. The room had an unpleasant smell, and only one towel was provided there is no toothbrush and toothpaste there is no room slippers. When we raised our concerns, we felt that the staff's responses were sarcastic and unprofessional rather than helpful. When we asked to speak with a manager, we were told that there was no manager available. Before our arrival, we had also tried contacting the property without receiving an answer. Overall, we felt that our concerns were not handled with the level of care and professionalism expected from a hotel. 6. Concerns About Other Guests' Reviews After our stay, we checked public reviews of the property and noticed other guests reporting negative experiences. We were also concerned that some negative reviews appeared to have no response from the property. We understand that not every complaint necessarily reflects the full circumstances, but seeing similar concerns made us question whether gu