Mercure Hotel Apartments Dubai Barsha Heights

This was supposed to be a celebration of love a wedding, a gathering of family, a moment we would cherish forever. I booked four rooms, including a suite, at Mercure Barsha Heights, trusting their name and reputation to handle such a meaningful stay with professionalism, warmth, and care. Instead, what we received was an appalling, exhausting, and deeply disheartening experience that I wouldn’t wish on anyone. Let’s start from the moment I arrived the moment my trust began to unravel. I checked in at 3 PM, the official check-in time. But my suite room, a premium room, not just any room wasn’t ready. Not at 3. Not at 4. Not even at 6. I finally received my key at 7 PM. Seven. At night. I sat in a crowded, uncomfortable lobby for four hours, while hotel staff darted around looking lost, overwhelmed, and completely clueless. There was no system, no urgency, no apology just blank faces and chaos. Can you imagine? After traveling and planning so much, to be ignored like you’re invisible in the middle of what should’ve been a special weekend? And then the elevator nightmare. I was placed on the 39th floor, but due to zero explanation about how their baffling elevator system works, I got stuck on the 17th floor, totally confused, panicked, and stranded. Apparently, some elevators require key card access, others don’t, and unless you magically guess the system, you’ll be left stranded like I was. It wasn’t even hotel staff who helped me a housekeeper saw me struggling and finally explained how the elevators actually work. Something that should’ve been explained from the beginning. But just when I thought the worst was over I found the right elevator, swiped my card, and guess what? The key didn’t work. AGAIN. I had to go back down to the lobby AGAIN. Exhausted. Sweating. Angry. I asked the manager, “How is it possible for a freshly issued key to fail?” His response? A smile. And a half-hearted, “It’s working now.” That was it. That was their idea of service a smile over a broken promise. And I was staying in a suite. A SUITE. Is this what they call VIP service? If this is how they treat premium-paying guests, I can’t even imagine the kind of neglect regular guests must go through. But the final blow the part that truly broke me happened a few days into the stay. As a long-staying guest, I made the simplest request: “Can I have some cutlery in my room?” Something any hotel even a 2-star can handle with ease. I called at 2 PM. I was assured: “Yes, someone is bringing it shortly.” I waited. And waited. Until 5 PM. Nothing. I stepped out, asked housekeeping again. “Yes, someone’s on the way.” I left, assuming it would be resolved. I came back at midnight and still, not a single spoon, fork, or knife in sight. So I went, now boiling, to the night manager. And what did he say? “Sorry, we don’t provide cutlery.” Excuse me? So the operator lied? Housekeeping lied? Everyone lied? Or are they so disconnected that nobody in this hotel knows what the other is doing? At that point, I didn’t know whether to scream or laugh. It was surreal. I felt humiliated. How can a hotel function like this and still charge premium prices? How can they host weddings, families, moments that matter and ruin them so carelessly? I didn’t feel like a guest. I felt like a burden. An inconvenience they couldn’t wait to get rid of. Mercure Barsha Heights didn’t just disappoint me they failed me, they lied to me, and they made what should’ve been a magical, once-in-a-lifetime moment feel like a week-long punishment. Please if you care about service, respect, or your own peace of mind stay far away from this place. There are many beautiful hotels in Dubai that know how to treat their guests with dignity. This is not one of them.

Hala , rostom ,zenib,nisha and omar is best here in mercure they are very helpful and they greet you with love and smile Very recommended 👌 👍 ❤️❤️❤️ The pillows are the fluffiest and room is perfect

It is the worst hotel service experience that I’ve ever had! Unbelievable worst worst and worst! Me and my Husband stayed for 3 weeks here as a long stay guest before everything was totally fine but we requested to borrow 3 plates and 3 spoons before they said ok they will provide after 20 mins no one ever come and we tried to call a few times to ask. And they’re answered is all same like someone will come someone is on the way but until almost 2 hours no one come. We even stopped housekeeping guy in front of our room and requested some plates and he said yes someone is coming but is all lied no one ever come to our room:). And we’re called them again asking what’s happening we totally understand if they’re not required plates or this 4 star big hotel Mercure Group don’t have any plates to borrow for their hotel guest but again they told us YES SOMEONE IS COMING :’). Long story short my husband requested to meet their Duty Manager he is a guy we forgot to ask his name we told him what is happening and turns out as per Duty Manager they are NOT PROVIDED PLATES TO OUR ROOM like “wow” like almost 8 times we called to requested plates and every one said YES SOMEONE WILL COME even the housekeeping guy also said YES MADAM SOMEONE ON THE WAY. Like why ALL YOU GUYS NEED TO LIE if you don’t provide just tell us YOU DONT HAVE THATS IT. And no solution or anything to us even we felt is so USELESS TO US INFORM THEIR DUTY MANAGER such a shame. You have good property with a 4 star hotel but your service doesn’t looks like that is lower than that:)

Umesha was really greatful and helped us quickly for checkout. Highly recommend this hotel with amazing amenities and with a really good price.