I had a really bad experience with this spa.
I called to book a massage and my call was answered by a guy who made sure that I can use the spa facilities when I book for a massage and I asked specifically about the jacuzzi because I truly needed it and he confirmed that "yes", you can use all the spa facilities including the outdoor pool.
So my massage was booked at 1:00 pm on a Tuesday, and I decided to go early so I can spend few hours at the spa before my massage appointment.
The spa is supposed to open at 10:00 am, and I arrived at 10:10 am to the 4th floor and there was literally no one at all around the whole floor! I walked around for 10 minutes trying to find anyone to speak to, then a lady appears and she was like "oh, but they open at 10", it was already 10:20 by that time, so she went and called the lady that's supposed to be at the reception.
The lady comes and asked me to have a seat until she checks my booking! I waited to another 10 minutes until she called another lady who came in and also took her another 10 minutes to check if I have a booking! By that time it was already 10:30 or 10:35.
I told her my massage appointment is at 1:00 pm but I want to use the facilities, she said you need to pay extra AED 250 for that!
I said no, the guy who booked my appointment didn't mention this so she went to check again, and came back saying yeah its okay you can use the facilities.
I waited for another 10 minutes until they called a third lady to take me inside.
I went inside and she gave me a tour and I found out the jacuzzi is out of order and it has been like that for a quite long time!!!!
I changed and I used the sauna and steam room and I wanted to speak to someone to ask about the jacuzzi, but there was literally no one at all inside the spa for the whole 4 or 5 hours that I spent there, so apparently if you need anything, you need to change, get dressed, go out to the main reception to ask for what you need.
The spa is not attended by any staff, no service inside, if you need an extra towel or a drink, you need to go outside which is extremely unprofessional and unacceptable specially that this is a 5* hotel the the minimum is to provide a decent service!
So basically, all the jacuzzis at the hotel don't work and they dont even know when they will fix them, and when you call to book an appointment, they make sure that yes you can use all facilities, so its either that the employees are not aware of what's going on (though its been like this for a long time) or they give wrong information just to make you book and come over!
The level of unprofessionalism is too low and very disappointing.
I will never come back to this space or even recommend it to anyone I know, very bad service and experience.