Magma Resort Santorini, The Unbound Collection By Hyatt

Recent Reviews: 3582

• User:Richard I

  Trip type: Family

  One star. A masterclass in how to lose a loyal guest

  18 Apr 2026

  I stayed at Jumeirah Al Naseem for a week from 6th March 2026. What should have been a memorable trip has turned into a month-long ordeal that is still unresolved as I write this.To be fair to the property, they acknowledged at the time that the stay was badly affected by regional circumstances and the closure of multiple facilities, and the team agreed a reduced room rate at checkout. I was told my refund, approximately 20,000 AED, with 7,000 AED of that clearly itemised on the hard-copy invoice I was handed on departure, would be returned within 21 days.That was over a month ago. Not a dirham has been returned.What has followed is, frankly, embarrassing for a hotel group that positions itself at the luxury end of the market:Emails ignored for days at a time, including a ten-hour silence on a working day after I flagged that I would escalate to my bank.Being passed between Madinat Jumeirah Reservations, Al Naseem Reception, and JAN Reservations, each deflecting to the other.A request, more than a month after checkout, for me to "share my confirmation number", despite the hotel holding my name, email, phone number and Jumeirah One loyalty account, all of which would surface the booking in seconds.Being left with no option but to raise a formal chargeback dispute with my bank to recover funds that are indisputably mine.The stay itself was salvageable. Circumstances outside the hotel's control happen, and the on-property team handled it reasonably at the time. The post-stay handling is a different story entirely. Withholding a guest's money well beyond the refund window you set yourselves, while failing to respond substantively, is not a "process issue." It is a failure of basic commercial integrity.I will not be returning, and I would caution anyone paying a large holding deposit here to think very carefully about how they expect to see it again. Yousef Haider Operations Manager, Other at Jumeirah Al Naseem, responded to this review Dear RichardiW6392JV,Thank you for sharing your feedback after staying at our property. I am sad to see that you have faced challenges both at the hotel and with your refund. I am glad to see however that the team at the hotel was responsive and helpful however I can see that since you have left you have not had a great experience. Please rest assured that this is not indicative of our usual service and that as you stated there are external factors which are currently causing delays.I will get my team onto your case and ask someone to reach out to you and maintain communication until the matter is resolved. I look forward to hearing that you have received your funds and I hope that one day you change your mind and return to Al Naseem. If you do I will be happy to liaise with you regarding ways we can make it up to you next time. Warm Regards Yousef HaiderOperations Manager

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• User:MOHAMED A

  Trip type: Friends getaway

  Complaint and Request for Resolution – Recent Stay

  18 Apr 2026

  Dear jumeirah alnassem I hope you are doing well.I am writing to express my disappointment regarding my recent stay at your hotel, which was far below expectations.Firstly, the staff near the beach were rude and unprofessional. Secondly, the lobby had no air conditioning, which made it very uncomfortable. In addition, the swimming pool facilities were not properly maintained—the jacuzzi was not working, and while we were swimming, we were asked to leave the pool due to high chlorine levels. This situation was both confusing and unacceptable, as such issues should be handled without disrupting guests.I was very surprised by this experience, as I did not expect this level of service and maintenance from your hotel.Given the inconvenience caused, I kindly request an appropriate resolution, such as a partial refund, a complimentary stay, or another form of compensation.I hope you take this feedback seriously and address these concerns to improve your services. I look forward to your prompt response.Kind regards, Yousef Haider Operations Manager, Other at Jumeirah Al Naseem, responded to this review Dear MohamedaZ1440IU, I am sorry to see that you had a disappointing stay at Jumeirah Al Naseem. Your feedback is appreciated and will be shared with the relevant teams for their internal reviews. I would like to assure you that we conduct daily maintenance on all of our 5 pools and we monitor the cholrine levels throughout the day.That being said, I must apologise for any area where you feel unsatisfied and would love to discuss further. If you would like to discuss further then please feel free to reach out to me so that we can discuss how to ensure you are left more satisfied. Many ThanksYousef HaiderOperations Manager

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• User:voyhot08

  Trip type: Family

  Where Luxury Felt Effortless

  06 Apr 2026

  When we decided to spend Easter in Dubai, we knew we wanted to stay within the iconic Madinat Jumeirah complex. However, choosing between its four hotels was not easy: Jumeirah Al Naseem, Jumeirah Al Qasr, Jumeirah Dar Al Masyaf, and Jumeirah Mina Al Salam. After quite a bit of research, we came to the conclusion that Jumeirah Al Naseem offered the best overall experience. Looking back, that decision could not have been more right.From the moment we arrived, everything felt seamless and luxurious. We were warmly greeted outside by the staff, and as soon as we stepped into the lobby, we were struck by its elegant design. The space is dominated by white and grey marble, a refined aesthetic that carries beautifully throughout the entire hotel.Check-in was handled by a gentleman who truly stood out. His professionalism, confidence, and genuine passion for his work made it one of the best check-in experiences we’ve ever had. It’s rare to encounter someone who combines efficiency with such warmth.To our delight, we were upgraded to a Family Club Room with an ocean view, and what a view it was. Waking up to the breathtaking sight of the Burj Al Arab felt almost surreal. It was simply magical.Upon entering the room, we discovered thoughtful Easter surprises. Since we had informed the hotel in advance, they prepared beautifully crafted Easter-themed chocolates that were truly works of art. Our child also received a camel toy and a puzzle, which was a wonderful personal touch. Even more impressive, the bathroom included a dedicated dental kit for kids.The room itself was exceptional in both design and functionality. The amenities were from Amouage, which immediately signals top-tier quality for anyone familiar with fine fragrances. The layout is honestly one of the best we have ever experienced and even inspired ideas we would love to replicate in our own home.The bathroom and closet are integrated into one space that can be closed off with elegant wooden doors, creating a fully separate area. Another set of doors divides the living space, where a sofa bed was already prepared for the kids, effectively creating a private second bedroom. This area even features a ceiling fan that adds a unique design touch. Altogether, the room functions as three distinct spaces: the bathroom area, the master bedroom, and a separate kids’ room, plus a balcony offering one of the most stunning views in Dubai.The outdoor areas deserve their own praise. The resort features five pools in total. On the ground floor, there is a large lagoon-style pool, which quickly became our favorite, as well as a smaller pool that was unfortunately closed during our stay. There is also a smaller pool that seems ideal for children. On the upper level, you’ll find an adults-only pool, perfect for a quieter atmosphere. In addition, the Summersalt pool is available for suite guests or via paid access. Each pool features a unique tile design, and every single one feels like a piece of art.The private beach is equally exceptional. At every towel station, you’ll find a variety of sunscreens available, including SPF 15, 30, 50, and even after-sun care. The staff are incredibly attentive, providing towels along with four bottles of water in a stylish leather vanity bag. The attention to detail continues in the rooms, where water is presented in beautifully designed glass bottles.Even small interactions reflect the hotel’s high standards. Whenever we ordered something from housekeeping, it was delivered in a neatly presented bag, reinforcing the sense of luxury and care in every detail.Dining was another highlight of our stay. We had the pleasure of dining at Summersalt Beach Club, which offered not only exquisite food but also one of the best views in the city, along with a vibrant atmosphere and excellent service. We also dined at Beefbar Dubai, a globally renowned steakhouse. The fact that one of its key locations in such a competitive luxury market is within Jumeirah Al Naseem says a lot about the hotel’s standing.Breakfast at The Palmery was outstanding. The variety and quality were excellent, and the experience was elevated by thoughtful touches such as staff offering salmon canapés topped with caviar, a fresh juice station, and even an ice cream station.The kids club was also very well organized, with engaging activities and a caring team. On Easter Day, the experience became even more special, as a bunny mascot walked around the resort handing out chocolates to children, creating memorable moments for families.During our stay, we took the time to explore the entire Madinat Jumeirah complex and visit the other hotels. Without hesitation, we can say that Jumeirah Al Naseem stands out as the most modern and luxurious option. It offers the greatest number of pools, a fresher design, and arguably the best views of the Burj Al Arab.After visiting many of Dubai’s top resorts, including Atlantis The Royal and Raffles The Palm Dubai, we can confidently say that Jumeirah Al Naseem is, for us, the best resort in Dubai. Maryam Al Fardan, Other at Jumeirah Al Naseem, responded to this review Dear Voyhot08,Greetings from Jumeirah Al Naseem!Firstly, I would like to express my sincerest appreciation to you for your kind patronage to Jumeirah Al Naseem as your preferred destination in Dubai. I would also like to thank you for having taken the time to leave a review following your stay with us.We are delighted to hear that you had a wonderful experience. Our team takes great pride in providing exceptional service and it is heartwarming to know that our colleagues, exceeded your expectations. I look forward to sharing your kind words with them alongside the whole team, as I am sure it will further encourage them to fulfil our mission to deliver service beyond expectations. Thank you for choosing Jumeirah Al Naseem.Kind Regards,Alyaa Al BishrAssistant Leading Quality ManagerAlyaa.albishr@jumeirah.com

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• User:RLWK

  Trip type: Couples

  Beautiful but not friendly

  01 Apr 2026

  Amazing facilities, clean and well appointed room. Great food in all venues we tried. Howeverall staff we encountered were robotic.First encounter was with the front desk to check in, no thanks to Rikam( I think it was her name) who did her job but with zero friendly attitude! And also have to mention Badr from front desk who handled our check out and had the same attitude. It was really unpleasant experience. Lobby cafe was good but also with the same robotic service attitude and also the carpets and chairs had stains!!Breakfast was great with huge variety.The best experience was in the Japanese resturant with great food and excellent service, many thanks to Fatima the resturant manger and all the team there, it was fantastic. Yousef Haider Operations Manager, Other at Jumeirah Al Naseem, responded to this review Dear RLWK, Thank you for staying at Jumeirah Al Naseem and for sharing your feedback. I am sorry to see that you faced some issues during your stay but I am glad to see that there some aspects that you enjoyed. Please note that all of your concerns have been shared with the relevant departments in order to aid us in improving. I hope that one day you might return to see a change in areas where you were not satisfied and to once again experience the parts that you enjoyed. Yours Sincerely Yousef HaiderOperations Manager

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• User:Marion D

  Trip type:

  Magical experience

  25 Mar 2026

  Wonderful experience in challenging times. Al Naseem is an iconic destination in Dubai and we were not able to travel for my husband’s birthday so we decided to do a little staycation to still celebrate despite the situation. The level of care and service has honestly been the best we have had in years. Every details and thoughtfulness during our entire stay weren’t left unnoticed. Beautiful room, beautiful restaurants but more importantly beautiful people working front or behind the scene. Maryam Al Fardan, Other at Jumeirah Al Naseem, responded to this review Dear Marion,Greetings from Jumeirah Al Naseem!Firstly, I would like to express my sincerest appreciation to you for your kind patronage to Jumeirah Al Naseem as your preferred destination in Dubai. I would also like to thank you for having taken the time to leave a review following your stay with us.We are delighted to hear that you had a wonderful experience. Our team takes great pride in providing exceptional service and it is heartwarming to know that our colleagues, exceeded your expectations. I look forward to sharing your kind words with them alongside the whole team, as I am sure it will further encourage them to fulfil our mission to deliver service beyond expectations. Thank you for choosing Jumeirah Al Naseem.Kind Regards,Alyaa Al BishrAssistant Leading Quality ManagerAlyaa.albishr@jumeirah.com

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