The Retreat Palm Dubai MGallery by Sofitel

Dear Nadine und Cheis, Thank you for taking the time to share such detailed feedback following your stay at The Retreat Palm Dubai MGallery by Sofitel. We are truly sorry to learn about the frustration you experienced with the all-inclusive concept. We fully understand that guests who regularly book all-inclusive holidays expect clarity, consistency, and simplicity, and we sincerely regret that our offering did not meet those expectations. Your comments regarding the complexity of included food and beverage items, the limitations across outlets and timings, and the confusion created by the app are taken very seriously. We are equally concerned to read about your interaction with management. This is certainly not the level of courtesy, professionalism, or attentiveness we strive to provide, and we offer our sincere apologies for how this encounter made you feel. Your feedback will be reviewed internally, as respectful communication and guest care are fundamental to our service values. At the same time, we truly appreciate your kind words about the restaurant team at the stand. It is encouraging to know that their friendliness and helpfulness had a positive impact on your stay, and your recognition will be shared with them. Thank you once again for your honesty. While we regret that your experience fell short of expectations, your feedback is invaluable in helping us improve clarity, service consistency, and overall guest satisfaction. Best Regards, Samir Arora General Manager