Dubai Palace Guide and Review
Nestled in Cancun, Dubai Palace aims to be a premier entertainment destination, primarily functioning as a casino. User reviews paint a picture of a place with both notable strengths, particularly concerning its gaming offerings and some aspects of its food, and significant areas for improvement, especially regarding customer service and overall environment.
The Gaming Experience & Atmosphere ✨
For those looking to try their luck, Dubai Palace offers a diverse range of slot machines with various themes, providing a generally fun gaming experience. The casino boasts a convenient 24/7 operation, allowing visitors to enjoy the action at any time. Patrons using slot machines are also noted to receive complimentary soft drinks, adding a nice touch to the gaming session.
However, the ambiance isn't without its drawbacks. A recurring concern among some visitors is the presence of a noticeable smell of smoke, despite the establishment reportedly being designated as smoke-free. This can detract significantly from the comfort of the gaming environment for non-smokers.
Culinary Delights: Restaurant & Buffet 🍽️
Beyond the gaming floor, Dubai Palace offers appealing dining options that have received high praise. The in-house restaurant, in particular, stands out for its great food, with guests raving about dishes like taquitos and tacos. What truly elevates the dining experience here is the exceptional service from specific staff members, with one reviewer highlighting Grasiela and Imperiala for their welcoming demeanor and "unbelievable service." The reasonable prices are also a significant plus for the restaurant.
For those visiting on Sundays, the Lunch Buffet comes highly recommended. Priced affordably at 149 Mxn (Mexican Pesos), the buffet is described as delicious, complete with complimentary soda or orange-flavored drinks. It's considered a great value and a highlight for many visitors, especially for a local dining experience.
Customer Service: A Tale of Two Experiences 🗣️
Customer service at Dubai Palace appears to be a deeply inconsistent aspect, drawing both glowing praise and sharp criticism.
Areas for Improvement:
- Casino Floor & Bar Staff: Several reviews point to a distinct lack of enthusiasm and perceived unhelpfulness from the casino floor staff, bartenders, and servers in the food court. Guests have reported feeling like a "bother," with one specific mention of a "very nasty attitude" from a female bartender. This suggests a significant need for customer experience training and development.
- Lack of Assistance: One unfortunate incident involved staff refusing to help arrange a taxi for patrons, leaving them stranded.
- Unfulfilled Promises: Visitors expecting to watch sports games were disappointed when the sports bar, despite promises of opening "soon," remained closed for the entire duration of their visit.
Service Excellence:
- Conversely, as mentioned, the service provided by specific restaurant servers like Grasiela and Imperiala was lauded as "unbelievable," highlighting a stark contrast in service quality across different areas of the establishment.
Important Considerations for Visitors
If you plan to visit, particularly for dining, be aware that it's largely a local place. While you might find English-speaking staff, knowing some Spanish could certainly enhance your experience and communication.
Overall Verdict
Dubai Palace in Cancun offers a convenient and potentially fun casino experience with its 24/7 slot machines and complimentary soft drinks. Its dining options, particularly the buffet and specific restaurant staff, are a definite highlight offering great food and value. However, the overall experience is significantly hampered by inconsistent and often disappointing customer service on the main casino floor and at the bars, coupled with the persistent issue of smoke odor and a lack of support in other areas like taxi assistance or promised amenities. While there's enjoyment to be found, especially in the restaurant, potential visitors should manage their expectations regarding service and the overall atmosphere, recognizing that there is significant room for improvement in fostering a consistently welcoming environment for all patrons.
When it comes to playing slots at Dubai Palace in Cancun, it was fun. However, their Casino floor staff, bartenders and servers at their food court truly showed a lack of customer service with enthusiasm. We felt like we were more of a bother to them and a female bartender had a very nasty attitude. It’s not my intention with this review to put anyone down but for management to invest in some great customer experience training and development. Hence why 4 stars instead of 5 as I believe there’s room for improvement in the overall customer experience.
Loved the Lunch Buffet on Sunday for 149 Mxn. Everything was delicious, and came with free soda drinks or orange flavored drink. Local place so speaking some Spanish helps or find someone that speaks English working there. Would go again any time.
I really do not recommend this place, if you not gamble. We were told that this place would show premier league-games, so we took a taxi to the casino. The sports bar were closed and we were promised it would open ”soon” for the whole two hours of the game. It never happened. The place smells of smoke, even though they’re supposed to be smoke-free. When we requested help to get taxi from here, they refused to help us.
Grasiela and Imperiala were our servers in the restaurant. We went twice because they were so welcoming and the food was great too. We had taquitos and tacos. Absolutely recommend. Great price. Great food. Unbelievable service. We will definitely go back. Big shout out to Grasiela and imperiala. We will definitely be back. Thank you for everything.
A nice and relaxing place. You normally use slot (card machines) they offer you soft drinks for free and it opens 24/7. During the day it has a buffet, but the main activity is using the slot machines with different themes. A good place if you try to relax and have fun.