Frequently Asked Questions - ATR (General Inquiries)

Created by fresh works, Modified on Wed, 22 Oct at 11:11 AM by Gracielle Apolonio

Do I need to pay a security deposit at Atlantis, The Royal?
How much is the breakfast charge?	All rooms in ATR include breakfast
What is the applicable charge for ATR in-house guests who wish to dine at Saffron or Kaleidoscope?	Saffron Breakfast AED 170 (12 yrs. old and above) AED 85/Child (4-11 yrs. old) Complimentary for Infant (0-3 yrs. old) Same age policy applies (4-11 years old 50% off the adult price; 0-3 years old shall be free of charge) Walk-In Basis Dinner Monday - Indian Express (AED 255) Tuesday - Seafood Night (AED 275) Wednesday - Maki and Kimchi (AED 255) Thursday- Indonesian Night (AED 255) Friday - Taste of Thai (AED 275) Saturday - The Great Wall of China (AED 275) Sunday - Singapore's Origin (AED 255) Kaleidoscope Breakfast AED 170 (12 yrs. old and above) AED 85/Child (4-11 yrs. old) Complimentary for Infant (0-3 yrs. old) Dinner Adult (12 yrs. old and above) Child (4-11 yrs. old) Infant (0-3 yrs. old) Monday, Tuesday and Wednesday - International Night AED 235/Adult AED 117.50/Child Complimentary/Infant Thursday - Turkish Night AED 255/Adult AED 117.50/Child Complimentary/Infant Friday - Indian Night AED 255/Adult AED 127.50/Child Complimentary/Infant Saturday - Arabian Night AED 255/Adult AED 127.50/Child Complimentary/Infant Sunday - Italian Night AED 255/Adult AED 127.50/Child Complimentary/Infant
Do you offer Marhaba service?	Yes, we can assist to arrange Marhaba service. Sky Pool Villa and Penthouses have complimentary Gold Marhaba service which includes: Click Here
What's the cost to book Marhaba service?	Click Here
What’s the charge for applying the visa?	We are not offering the Visa service till further notice.
What's the bank details of our resort in order the guest to do payment?
How much are the Palm Monorail tickets for?	Single trip tickets to Al Ittihad, Nakheel Mall, and Atlantis Aquaventure are priced at AED 10, AED 10, and AED 20, respectively. The cost of a round trip ticket is AED 15, AED 15, and AED 30.
What’s the minimum age requirement to check-in to Atlantis, The Royal?	Guest must be 18 years of age or older to book a room at Atlantis, The Royal.
Do you allow pets in Atlantis, The Royal?	Pets are not permitted in-room or on the resort grounds.
Service Animal Request	Request will be shared with the hotel management for review and that they will be updated accordingly. Terms and Conditions: Guests must ensure to notify the Hotel about the arrival of a service dog 7 days prior to check in. Where applicable, obtain permits from UAE authorities. Provide service dog certification / registration documents from a relevant service dog organization. Service dogs used in public must always be identifiable, kept on leash and not be left unattended. To take their dog for regular “relief walks” and clean up afterward. To notify housekeeping for a convenient time to provide housekeeping services. Provide dog bowls to eat and drink throughout the day. Providing the dog with the correct food. Provide the dog with personalized cushion or bedding IMPORTANT REMINDERS: Let the guest know about the T&Cs (Above) Request the relevant Service dog’s registration documents from the Guest and share with Health & Safety, Security and FO management team prior to booking a room. Notify the Health & Safety, Security and FO operations team of the case with the documents and wait for confirmation. If approved, ensure to update the guest and share the booking details with the Health & Safety, Security and FO management team and the guest's expected arrival time. If declined, ensure to update the guest in a polite & sensitive way as it's a delicate matter. Click Here to know more about the SOP.

Can I visit Atlantis, The Royal if I’m not staying at the hotel?	Visitors are welcome to dine at our restaurants, book spa and salon services at AWAKEN Wellness or book Cloud 22 for Ages 21 and above. For day visitors who would like to visit an in-house guest, the in-house guest must register them at the main reception prior to the visit. Day visitors must be able to provide the in-house guest’s room number and full name to be let through by security. They are also required to present valid identification at the main reception. Lastly, in-house guest must collect the day visitors from the lobby and personally lead them up to their room.
If I stay at Atlantis, The Royal but visit Atlantis, The Palm, can I charge to my room?	All guests will be able to post any charge from ATP to their ATR room bill
As a guest, can I use all of the pools across Atlantis, The Palm and Atlantis, The Royal?	Atlantis The Royal guest will have access to pools and beaches across Atlantis Dubai and ATP guest will only have access to ATP pool and beach
Can you smoke in the rooms at Atlantis, The Royal?	Smoking indoors is restricted in all our Rooms, Suites, and Signature Penthouses, with a fee of up to AED 2,000 applicable for indoor smoking. However, as we strive to create a welcoming atmosphere, you are allowed to utilize your room balcony / terrace, as well as the designated smoking areas throughout the resort. We sincerely appreciate your understanding, and if there’s anything we can do to enhance your experience and make your stay more enjoyable, please feel free to let us know. *Click Here for more details*
Does Atlantis, The Royal cater for people with disabilities?	We have rooms with provisions and amenities for people with disabilities. At the time of booking rooms, the details must be shared for more specifications and to check availability. Click Here
As a Royal Club guest, can I use the Imperial Club Lounge and Imperialprivate beach access at Atlantis, The Palm?	Guests of Atlantis, The Royal who are booked in Royal Club rooms or above are welcome to enjoy the Royal Club Sea Lounge and Royal Club private beach only. Likewise, those staying at Atlantis, The Palm in Imperial Club rooms or higher can access the Imperial Club Lounge and Imperial club private beach.
What is the age policy to enter the Royal Club Sky Lounge?	21 years old and above
Which hotel is better - Atlantis, The Palm or Atlantis, The Royal?	Each hotel has iconic experiences across Stays, Dining, Entertainment, Attractions and Wellness.
Which hotel is best for families/couples?	Atlantis, The Palm is more of a family-friendly hotel while Atlantis, The Royal is more for couples/groups of friends. However, both resorts can be enjoyed by every type of traveler.

Which hotel has better rooms - Atlantis, The Palm or Atlantis, The Royal?	Atlantis, The Palm stays are inspired by the Ocean have some of the world’s most unique Suites – such as the underwater suite. Atlantis The Royal has a contemporary design with geometric touches and illuminating materials. The unique selling point for the Signature Penthouses and Sky Pool Villa in Atlantis, The Royal is that they private infinity pools. All rooms across both properties have views across the Arabian Sea, Palm Island and the Dubai Skyline.
Which hotel has better restaurants - Atlantis, The Palm or Atlantis, The Royal?	Both properties have dining experiences for every type of foodie. Both properties are also home to celebrity chef restaurants. Guests staying at either resort can dine across both properties, even when staying on a half board basis, which gives them 50+ options to choose from. Atlantis Dubai is a dining destination unlike any other, with the most celebrity chef presence in the world.
Which restaurants are suitable for families at Atlantis, The Royal?	All restaurants welcome families until 8:30pm. After this time, children under 10 years of age are welcome at Gastronomy, Malibu 90265 and The Royal Tearoom.
Is access to the pool of Nobu by the Beach included in my stay?	ATR In-house guest shall have a complimentary access to the pool area, including sunbeds/sun loungers. Please note that the minimum age for pool access is 21 years and above. However, for guests not staying at ATR external visitors, the following charges apply: FULL DAY Monday to Thursday: AED 295 per adult per sunbed/single sun lounger (non-redeemable) Friday to Sunday: AED 395 per adult per sunbed/single sun lounger (non-redeemable) HALF DAY Monday to Sunday & Public Holidays: AED 175 Monday to Thursday - 3 PM to 7 PM Friday to Sunday - 4 PM to 7 PM Cabanas are on chargeable basis. (Please see below link to see the actual price of each cabana) Click Here
Is use of the sky pool at Cloud 22 included in my stay?	Cloud 22 will be on a chargeable basis for all guests included ATR and ATP + external guests (minimum age to access the pool - 21 years and above)
Can we use the resort facilities if we arrive before check-in?	Yes, once you have checked in - even if you room is not ready yet, the Front Office Reception will assist with luggage storage and provide a temporary identification card to access the beach, pool, and Aquaventure Waterpark, from as early as 09:00am. Pools are open from 8:00am to sunset. Our beach is open from 7:00am - sunset daily
Can I order a roll away bed for my child?	Seascape / Palmscape / Family Room / Royal Club Room - Rollaway / Sofa bed cannot be arranged Junior Sky View Suite - Has sofa bed however, extra bed is not available for this room type Sky Terrace Suite - 1 extra bed can be arranged on request Sky Terrace Family Suite - Sofa bed is available Sky Pool Villa -1 extra bed can be arranged on request Skyscape Penthouse - Sofa bed is available Palmscape Penthouse - 1 extra bed can be arranged on request Horizon Penthouse - 1 extra bed can be arranged on request Panoramic Penthouse - 1 extra bed can be arranged on request Royal Mansion - 1 extra bed can be arranged on request
Do you have private swimming pool in the rooms of your hotel?	Yes, Sky Pool Villa and Penthouses feature private infinity pool.
Can you provide Microwave in the room?	Microwaves are subject to availability. They can be requested at the time of your booking, or during your stay by dialing “0” for assistance.
Do you provide refrigerators in the room?	Refrigerators are subject to availability. They can be requested at the time of your booking, or during your stay by dialing “0” for assistance. All rooms are equipped with minibar fridges which can be emptied upon request.

What kind of facilities are there in your Physically Challenged Room?	We have rooms with provisions and amenities for people with disabilities. At the time of booking rooms, the details must be shared for more specifications and to check availability. Available amenities and provisions include wheelchairs, Emergency Button (Bedside), Easy Access Bathtub, Larger Shower Area Space, supporting handle / Handrails in the shower and toilet, Small Chair only, No Sofa as it gives more space. Click Here
Which room categories are allocated for physically challenged guests?	Palmscape King Room
Can physically challenged rooms be guaranteed, or are they subject to availability?	Subject to availability
Number of physically challenged rooms available at each property, along with their specific locations	8 rooms located in sunset, sunlight and sunrise tower Floor 5,6,7,8
What's the size of your beds?	The king size bed is 76 X 80 inches (193.04 cm X 203.2 cm). Queen size bed is 60 X 80 inches (152.04 cm X 203.2 cm). Rollaway bed is 35 X 75 Inches (90 cm X 190 cm).
Do you provide wheelchair?	Yes, we do provide the wheelchair on complimentary basis which is subject to availability. Please note that a form will be filled up upon request and charge will apply if the wheelchair is not returned.
Do you provide baby bottle sterilizer and baby stroller?	Yes, we do provide baby bottle sterilizer and baby stroller on complimentary basis. Please note that a security deposit of AED 500 for baby bottle sterilizer and AED 1000 for baby stroller is required. Once it is returned, the deposit will be refunded back accordingly.
Which water sport activities do you offer?	We offer non-motorized water sports including kayaking and stand-up paddle-boarding. We also offer boat tours. Guests can visit the Resort Activity Booking Point by the Royal Pool or visit the Concierge Desk for more information.
What time is the beach open to?	Click Here
What times are the fountain shows?	Click Here

How long does the fountain show last?	Between 2 - 4 minutes, depending on the soundtrack.
Where can I watch the fountain show?	- Viewing Platfrom next to Milos Terrace (Adult's Pool Side) Milos Terrace - Only when you are dining at Milos Elements - Only when you are a guest at the lounge Royal Tea Room - Only when you are dining/drinking at the lounge Dinner by Heston Blumenthal Terrace - Only when you are dining at Dinner by Heston Blumenthal Terrace - Only when you are a guest at the bar/lounge La Mar Terrace - Only when you are dining at La Mar Ariana's Persian Kitchen Terrace Gastronomy Terraces - Only when you are dining at Gastronomy
What are retail brands do you have at Atlantis, The Royal?	LOUIS VUITTON Graff Jewlery Valentino 100% Capri Level Shoes Tanagra The Royal Boutique Damas Orlebar Brown and many more. Please see more by clicking the below link Click Here
What brands can I find at The Royal Boutique?	120% Lino, Love Brand & Co., Missoni, My Beachy Side, PATBO, RHODE, Self-Portrait, DEVON WINDSOR, FRESCOBOL CARIOCA, SLEEPER, Paolita, BAMBOLEIRA, KLATSO, LELE SADOUGHI, LE POM POM, Le Mogador. Click Here
What are the pool and beach opening hours?	Click Here
How big are the pools?	The Royal Pool is 1,365m2. Nobu by the Beach Pool is 625m2. The Starfish Pool is 82m2.
Atlantis Explorers Club sessions?	Atlantis Explorer's Club is complimentary for all in-house guests (first come first serve basis) Click Here
Babysitting Services?	Click Here Booking can be done through Club Reception (phone call by dialing 67911/+97144263000/Duty mobile: +971561887092; Email address:theroyal.explorers@atlantisdubai.com
I am staying in Atlantis, The Royal. Can my children use the Atlantis Explorers Club in Atlantis, The Palm?	IMPORTANT:Atlantis, The Royal - Kids Club will be closed for renovation starting 1^st July, 2025 and is due to re-open in October (date to be confirmed). During the closure, guests will be redirected to the Family Area located at the Air-Conditioned Cabanas at the Royal Pool or to the Explorers Kids Club at Atlantis, The Palm. For more details, please find the memo attached below. Please click here to view the handling guidelines. ______________________________________________ As of 15 May 2025, Atlantis, The Royal Suite guests to receive complimentary access to the Atlantis Explorers Club at Atlantis, The Palm. (2 session per day subject to availability)
My child is still in diapers, are they able to attend Atlantis Explorers Club?	Children in diapers are more than welcome to attend Explorers Club; however, they will need to be assisted by one of our trained babysitters (babysitting fees and Explorers Club admission fees apply – and subject to availability of babysitter).

Can children use the spa and fitness facilities?	The Spa and Fitness Centre welcome guests aged 16 years old and above. Kids 12 to 15 years old can visit between 9am to 2pm daily if accompanied by a parent or guardian aged 18+. Children under 12 are not permitted into the fitness center, lap pool or spa facilities.
What is the Elements Retreat?	The Elements Retreat The - The Elements Circuit is composed of the four natural elements of Air, Fire, Earth and Water. Spending time in each helps to consciously purify and release while absorbing and re-invigorating energy – balancing these elemental forces ensures an overall feeling of well-being. It's included if taking spa treatments. CHARCOAL SAUNA Benefits: Detoxifies metabolic waste. Excellent post exercise, post massage or after crossing time zones. Temperature: 80 - 100 C / 176 - 212 F AROMA STEAM Benefits: Increase in cardio function, lessens joint stiffness, opens sinuses. Excellent pre or post massage to warm muscles and joints and hydrate the respiratory tract plus aromatherapy to enhance mood. Temperature: 40 - 55 C / 104 - 143 F VITALITY POOL Benefits: Hydrotherapy with air loungers, body and neck massage stations and a hydro back bench excellent for gentle muscle and joint relaxation. Temperature: 35 - 38 C / 95 -100F HALOTHERAPY SALT ROOM Benefits: Breathe easy, release serotonin, re-mineralize. Halotherapy is excellent for skin conditions, sleep disruption and supports respiration. Temperature: 19 - 21 C / 66 - 70 F ALCHEMY SHOWER Benefits: Water, light, aroma and colour therapy to cleanse, lift the spirits, and engage all the senses. Tips: Use between cold and heat experiences to rinse, cleanse and prepare for the next. If in-house guests want to access Elements Retreat without booking a spa treatment, they can pay AED 380 for 3 hours per guest. Click Here
How to get in touch with Residence Liaison of ATR?	Main point of contact for verification of Owners and Tenants, as well their occupants and guests/visitors will be Residences Liaison Team and Residences Leaders. All bookings for the services and facilities supposed to be arranged, confirmed, and coordinated through the Residence Liaison Team. Email address: theroyalresidences.liaison@atlantisdubai.com & atrresidences@atlantisdubai.com. The Liaison team duty mobile is +971508244712 & +971543262978
Can I use the Metro from Airport and reach ATR?	Yes, now Dubai Tram is open which provides the link between the Dubai Metro and the Monorail on the Palm. Please instruct the guest as the below: They can take Dubai Metro and go to Dubai Marina station (METRO), then from Dubai Marina Station 5 (TRAM) to Palm Jumeirah Station 9 (TRAM), and exchange to Monorail which directly heading to Aquaventure. Or, They can take Dubai Metro and go to Jumeirah Lake Towers station (METRO), then from Jumeirah Lake Towers Station 3 (TRAM) to Palm Jumeirah Station 9 (TRAM), and exchange to Monorail which directly heading to Aquaventure.
Guest allergies and Declared Health Conditions	Guests staying in Palmscape and Seascape Rooms - Send an email to theroyal.frontoffice@atlantisdubai.com; restaurantreservations@atlantisdubai.com; vipfood&beverage@atlantisdubai.com; dxb-health_safety@kerzner.com. Guests staying in Royal Club Rooms - Send an email to theroyal.royalclub@atlantisdubai.com; theroyal.clubteamleaders@atlantisdubai.com; theroyal.clubmanagers@atlantisdubai.com; restaurantreservations@atlantisdubai.com; vipfood&beverage@atlantisdubai.com; and dxb-health_safety@kerzner.com. Guests staying in Suites or Signature Penthouses - Send an email to theroyal.vipservices@atlantisdubai.com; restaurantreservations@atlantisdubai.com; vipfood&beverage@atlantisdubai.com; dxb-health_safety@kerzner.com. Please update the Guest Profile for any allergy / dietary requirements as well as Preferences and Traces for relevant departments. Note Type: F&B Notes Note Title: Dietary Restrictions Comment: Eg. No Seafoods
Can I travel by boat to Atlantis The Royal?	You will not be able to travel to ATR by boat as of now.
If I have a medical emergency, who do I contact? What is the nearest hospital to Atlantis The Royal?	Paramedics are stationed on property 24x7 to deal with medical emergencies. Guest can dial 63999 to report any medical emergency and our trained team of paramedics will be available to assist. The closest hospitals to Atlantis, The Royal are: 1. Al Zahra Hospital 2. Saudi German Hospital
Who do I need to contact regarding PR and Media requests?	Rebecca Hall: Director, Public Relations - Atlantis Dubai Email address: Rebecca.hall@atlantisdubai.com
What is the third adult supplement charge?	The third adult supplement charges are as follows: Standard rooms including the family room - AED 441. Royal club rooms including the family club rooms and suites - AED 1041 (Rates are subject to change)
How can I find the driver once I land at the airport?	We have two airport counters which are located at Terminal 1 & 3. Once the guests arrive at the airport, please refer them to our airport counter at their landing terminal.
What time does the fitness center open?	FITNESS CENTRE TIMING: 6:00am - 9:00pm The fitness center remains open for guests 9pm to 6am for self-use. Lap Pool 6:00am - sunset (1.2 metre) Changing Rooms \| Sauna & Steam \| Yoga Pavilion 6:00am - 9:00pm
Do you offer transportation services between Atlantis, The Royal and Atlantis, The Palm?	Mercedes Sprinter shuttles between ATR lobby, ATP lobby and The Avenues will be available to guests.
Do you have a shuttle bus from the airport to the hotel?	We do not offer shuttle bus from the airport to our hotel however we do offer private airport pick up & drop off, which are complimentary for guests staying in Suites or Signature Penthouse Transportation - Click Here
What kind of amenity do you have for the guest?	Click Here
Do you provide baby/children amenities?	We do provide a range of specially curated baby amenities from our Bloom baby cribs, to baby bathroom amenities, to baby chairs, shower baby caps and toys. The following items can be requested in advance of a stay through our reservations, Royal Club, Butler or Concierge teams: a baby bath set, a baby bathtub, changing table, changing mats, nappy bin, diapers, strollers, food warmer and sterilizer. After arrival, guests can also request an array of services and items with a quick call to the concierge desk. If available, the below will be happily brought up to the room by a member of our team: For infants, we offer complimentary full/low fat milk. We also offer vegetable/fruit purée on and a kid's menu on chargeable basis, this can be ordered through Room Service. Click Here
Do you provide shuttle service from the hotel to any shopping mall?	Our guests can avail options of either taking RTA taxi or booking a resort transport for a ride to the malls.
Lap pool in Awaken	Awaken spa/fitness features 25 meters lap pool which is accessible for all in-house guests. Children under 12 are not permitted into lap pool
Do you have treatments for couples?	Couple Wellness treatments are encouraged and performed side-by-side in one of our double spa suites.
How frequently are the in-room pools cleaned?	Pool cleaning is managed by the Water Quality Team. Routine cleaning is scheduled after the check-out. However, if the Butler or Housekeeping team submits a request while the guest is still checked in, the cleaning will be carried out accordingly. (All coordination is handled through HOTSOS.)
Dinner Add-On package	Adult Dinner Package – AED 365 Kids' Dinner Package – AED 185 What’s Included in each Dinner Package? Guests can choose one of the following options each evening: *Daily Dinner Set Menu available at:* Ling Ling, La Mar, Ariana’s Persian Kitchen, Malibu, Dinner By Heston Blumenthal. (Or) *Daily Dinner Dining Credit (AED 365 for Adults and AED 185 for Kids) Redeemable at:* La Mar, Ling Ling, Ariana’s Persian Kitchen, Malibu, Dinner by Heston Blumenthal, Milos, or Nobu by the Beach Click here for more details.