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Subject: Formal Complaint Regarding Incident at The Address Hotel Dubai Mall and Subsequent Consequences To Whom It May Concern, I am writing to formally express my deep dissatisfaction with the handling of a recent incident at The Address Hotel Dubai Mall, which has caused significant distress to my family and disrupted our professional commitments. On April 12, 2025, my daughter sustained an injury due to a falling wooden fixture in our hotel room. Despite the severity of the incident, I had to personally request emergency medical assistance. Subsequently, we incurred substantial medical expenses for her treatment. Her foot remains swollen, and there is concern about a potential fracture, pending further medical evaluation. This incident has had far-reaching consequences: • My daughter missed several days of work at the IPS Real Estate Conference. • I was compelled to cancel a crucial business trip to Paris and Monaco. • We incurred additional costs, including purchasing new airline tickets with Emirates and paying extra fees to return our rental car in Dubai. • My daughter is unable to participate in her school’s lacrosse team until she fully recovers. • I had to cancel a suite reservation at the Burj Al Arab scheduled for April 17, 2025. • My daughter is currently unable to engage in her various extracurricular activities, including lacrosse and tennis training, charity marathons and marches, and traversing her school’s expansive 20-acre campus. I was hostage

Beautiful property at a perfect location.

I had an absolutely wonderful stay at this hotel! The staff were incredibly friendly and welcoming, making me feel right at home from the moment I arrived. The atmosphere of the hotel was warm and inviting, creating a perfect environment to relax and enjoy my time. Additionally, the cleanliness was truly excellent — everything was spotless and well-maintained. I highly recommend this hotel to anyone looking for a comfortable and pleasant experience. I will definitely be returning!

Property is exquisite. 5 stars, terrific service with friendly and accommodating staff, beautiful hotel, incredible rooftop with infinity pool overlooking the burj khalifa, fountain and rest of the gorgeous city skyline. Even smells good.

First of all, we got in the early morning from a red-eye. We were lucky that trhere was a room available and were checked in. The staff across the board was constantly going above and beyond to make sure we weren't needing anything. The amenities on the 12th floor are great. My kids and us really enjoyed lounging and swimming at the infinity pool. The rooms are very specious and comfortable. The view to the Burj was worht it. It is so convinient being across Dubai mall. You walk through a bridge that goes through the Chinatown section of the mall and you are right at the famous waterfall in the mall. I would definitely stay here again

Alles super

Tamanho de quarto e banheiro excelentes. Cama e lençóis ótimos.

I booked the Executive Suite from March 3rd to 5th. The bellboy was very kind, but the receptionist seemed disinterested—though polite. I received my key card, was escorted to my room, and given a brief introduction. The room was spacious (130 sqm) with a breathtaking view of the Burj Khalifa. However, it was uncomfortably cold, even without the air conditioning on. The room was clean, except for stains on the coffee table and a dusty dining table on the balcony—unexpected for a 5-star hotel, considering I paid around €3,000 for two nights. Breakfast was disappointing. The selection was minimal for a 5-star hotel—no fresh tomatoes, no cucumbers on the second day, and stale hummus. Service, which had been excellent in previous stays, was poor. No one informed me about egg dishes, as the menu was only accessible via QR code inside. Additionally, one staff member seemed to mock my English, which is unacceptable. Conclusion:The hotel’s service and food quality have declined. However, the direct bridge to Dubai Mall and the stunning Burj Khalifa view remain positives.

Cuartos muy amplios Con muy bonita vista El bufete excelente

That’s was great

The staffs are impersonal that lower the reputation of their hotel.

I booked the hotel as Address Dubai mall but the hotel was not the same although the name is the same. Apparently they sold one I know to another company so it was misleading. The staff were excellent however the breakfast is like 4 star hotel. I paid £1300 a night for a suit but breakfast did not justify it. Hamza from the lounge was an excelling staff member like all of them.

It was a beautiful staying

Address Dubai Mall - formerly fountain views- is easily ranked one of the best city hotels in Dubai, everything about this hotel is just perfect; location, easy access to the mall, trhe staff, the cleanliness, classiness, service, food and the list goes on

Fabulous hotel, wonderful staff and great location- would highly recommend

Perfection

Everyone was so kind and friendly. The hotel was very clean and closed to the mall. Also, thank you so much, Hosny, for your assistance.

We booked the wrong address hotel as for me downtown is better. But nothing really to complain about with it as the staff are amazing and it’s clear very high standard 5 star. But nothing to complain about

Beautiful room with amazing view of the Burj Khalifa. Pool is lovely and fantastic views. Immaculate hotel that also smells divine. Fabulous breakfast and amazing service throughout our stay. So nice being attached to the mall as well.

Nice and exlalent