15 Jun 2024
My Children bought an afternoon tea voucher for my 60th birthday. My son contacted them before he purchased the voucher to ensure they could cater for me with Gluten Free option, which they confirmed they could. Arrived at our hotel in Dubai and booked our afternoon tea and re confirmed that Gluten Free option was required. I then got an E mail from Shan Addar that they couldn’t cater for me after all. We asked to cancel and we were told it was non refundable !!! Our hotel rep had to intervene and lodged a complaint on our behalf and requested a full refund. The staff at the Burj were unhelpful and mislaid us. After chasing it has taken 4 weeks to get the refund. How can a 7 star hotel not cater for Gluten Free when other hotels all over the world can!!!! Terrible service.