We visited the Ritz-Carlton Dubai for afternoon tea on the terrace on January 1st, hoping to start the year on a high note. Unfortunately, the experience was deeply disappointing and far below the standards one expects when paying premium prices—especially from a brand like Ritz-Carlton.Despite the terrace being nearly empty (no more than three other tables), service was practically nonexistent. We repeatedly had to go inside to ask for a waiter just to place our order or request basic assistance. No one asked about allergies or dietary restrictions, which is unacceptable at this level. When we asked the waiter to explain the savoury items, he had no idea what they consisted of. We are pescatarians, yet this was clearly not taken into account.Even after pointing out to the manager that we were not being checked on, the situation did not improve—in fact, it worsened. Water was placed on the table but never poured. Drinks, including the bottomless sparkling wine, were only refilled when we actively tracked someone down. There was no attentiveness, no anticipation of needs, and no sense of hospitality.When the food arrived, the presentation was rushed and poorly explained. The waiter could not identify the sauces and said he would check—but never returned with the information. Desserts were brought without asking whether we were ready. By the time we reached the scones, they were cold and rock-hard, and the tea had gone completely cold as well.After numerous complaints, we asked for the tea to be reheated. The scones, however, were not. At that point, we gave up trying to receive even the most basic level of service. Our water bottle remained almost full the entire afternoon—no one refilled it. Much of the food and dessert was left untouched.To make matters worse, I became unwell after eating the lobster sandwich. Even after informing the staff that I wasn’t feeling well, nothing was offered beyond a vague “What can we do?”—with no follow-up or concern.When we finally asked for the bill, it took an unreasonably long time to arrive. Upon speaking again with the manager and explaining everything that had happened (despite having already complained multiple times), his response was simply: “What do you want me to do?”—an astonishing reply in any hospitality setting, let alone a Ritz-Carlton.The only person who showed professionalism was Tran, another manager, who eventually understood the situation and kindly offered us a complimentary tea while we waited for our taxi.I am a loyal Ritz-Carlton guest and have always had exceptional experiences in London and the U.S. This experience was the complete opposite and does not reflect the Ritz-Carlton brand in any way. It was disorganised, inattentive, and frankly embarrassing.What should have been a beautiful start to 2026 turned into a complete disaster. The team (including the managers, apart from Tran) urgently needs proper training in basic service and hospitality. This was a total disappointment.
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The best 5 star hotel experience in Piccadilly with stunning rooms and suites, afternoon tea, Michelin-starred dining and private dining at The Ritz.
