Terrible Experience at Element Hotel Apartments, Dubai, Airport (Marriott Bonvoy Hotel)

Absolute nightmare experience at this hotel, and as long stay guests who have stayed at Element, Dubai Airport which is a Marriott Bonvoy hotel apartment complex for more than a year, this experience has left a terrible taste in our mouths. We won't be coming back, and I wouldn't recommend this place for long stay.

My son was taking a shower and a significant part of the ceiling fell on him as he was taking a shower. I ran into the bathroom to find him in tears clutching his head.

To cut a long story short, we spoke with management and the engineers came to begin fixing the problem, that's not the issue here. As a result of this incident, my son, who was due to take an exam for funding for his final year of online school couldn't sit that exam. He was in extreme distress and pain as a result of the incident, aside that, all the stress of the situation that day meant that I missed a very crucial meeting that has left me out of pocket significantly. We also have to pay for our son's online school for the next few months before he takes his final exams, but we would have been given funding after he submitted proof of examination.

After speaking with management, I sent several emails but these emails were not received apparently, although it shows received on my end. Anyway, I went ahead to write a letter explaining that as a result of the distress caused, I would like the. hotel to waive the final room charges, we are long stay, loyal customers and have never had any issues with staff at the hotel.

After two weeks, we were told that an insurance company would contact us within two days and that we must pay the remaining room charges as it's now out of their hands. They can't help us any further, and we received a call from the front desk manager who said management have asked for the room charges to paid. It's been a week and we've not had a single message or phone call from this insurance company.

I asked for the insurance company details as my lawyer wants to contact them, I asked the assistant manager for the details, he said he has no idea about any insurance company. I've now asked the front desk manager for the insurance details and haven't been given them as yet.

We are leaving in a few days because we've come to the conclusion, after this terrible incident that we do not want to stay in Dubai anymore. People don't have rights here, and if anything like this ever happens to you, you won't get help or support. You'll be left to shoulder the cost of everything on your own. My son and I will need therapy after this because we are both suffering from PTSD, and who will pay for that? Who will pay for my son's education now that we will no longer receive funding? There is no accountability being taken here. The responsibility has been handed to the insurance company, and this so called insurance company are not making any contact with us.

They demanded the room fees when honestly, in a situation like this, the room charges should have been waived. This whole thing has been disturbing and I cannot wait to leave this city, people don't have rights here at all.

There has been major negligence on the part of the hotel in this situation because we've been here for more than a year, and there have been no room safety checks ever. We've never had a room safety check, and there is certainly a health and safety issue going on here.

After this took place, we saw engineers scrambling to check other rooms, but prior to this happening, I'd never seen a single safety check take place in my room, and we've stayed in several rooms.

We are disturbed, angry, traumatised, and this will be the last time I stay in a Marriott Bonvoy establishment in Dubai, or anywhere else in the world.

Very shocked and upset by this whole thing.

I've stayed at many hotels all over the world and have never experienced anything so appalling.