ATR Troubleshooting & FAQs

Created by Shirin Pazyl, Modified on Tue, 26 Aug at 10:16 AM by Shahina Khan

How do I open the Balcony Doors?	There are two locks on the balcony door and both locks need to be unlocked by pushing upwards; (one near the handle and one child lock located upper hand) for your ease, the directions are also mentioned on the buttons. In case you need assistance, we can send our colleague to guide you with the same.
My TV is not working, can you help?	I would be delighted to assist you, and I apologize for the inconvenience. May I please know what are you seeing on your TV screen? Raise the correct task with notes. No Network - IT No Sound/ No Power/ Remote control - FM
Can I watch Netflix on room TV?	You are most welcome to stream your own Netflix on our TV by connecting your device to out TV. 1. Please ensure your device is connected to Atlantis Wi-Fi 2. On the TV Menu, select "Streaming" option 3. Scan the QR code displayed on the TV screen 4. Wait for "Pairing Success" In the same way, you are most welcome to stream your other applications such as YouTube, PrimeVideo, Hulu & Twitch. USB is restricted on Atlantis TVs.
Do you have Sport Channel on the TV?	Certainly! Allow me to check this for you. For TV Channels, click: TV Channels
My light is not working, what should I do?	May we kindly know if it's a room light or the toilet light to assist you accordingly? Room light - you can find the control panel beside the bed, and you can use that to turn the light on and off to your choice.
My room A/C is not working.	I apologize for any inconvenience this may cause. Could you please check if your balcony door is slightly ajar? The air conditioning system is linked to the door and will automatically shut off if it's not fully closed. If it is open, could you please ensure it's properly closed? (in case the door is closed, and a/c is not working, raise a task in Amadeus)
My Wifi is not working.	STEP 1: Check if the Device is connected to “ATLANTIS_WIFI” STEP 2: If still login page not displaying on guest device please open the browser chrome, safari or any other browser and try to search www.cnn.com or www.bbc.com By this time, you should see the login as below. If not, please log a task for IT
How do I dial another room number from my room phone?	To Dial a guest room number, please add 5 + room number. e.g. to dial room 8514, dial 58514
Can I make an outside call from my room? What is the charge per minute?	Absolutely! We offer: free calls - within Dubai 1 AED per minute - another Emirate 5 AED per minute - International calls In order to make chargeable calls, guest needs to have a deposit in their room account. To dial local mobile or landline number: add 9 + phone number e.g. 90552004410 or 9044260000 To dial international number: add 900 + phone number e.g. 900441632960345
How do I use the coffee machine?	First pour some water into the water tank and select a single or double shot to heat up the machine, once heated the button will stop blinking. Then lift the lever and place the selected capsule in the slot underneath. Close the lever and place your cup under the coffee outlet. And then choose the size of the coffee (double /single) and press the button on the top.
What type of coffee do you provide in the room?	We provide coffee capsules with Nespresso machine. We have 3 types of coffee: 1. Volutto - Decaffeinated -gold color 2. Cosi - Mild and delicate - brown color 3. Firenze - Strong with bold roasty taste. - purple color For any other type of coffee, transfer the call to IRD.
What type of tea do you provide in the room?	We provide English Breakfast, Green & Earl Grey tea bags in all the rooms. Additionally, we have Karkade, Mint & Camomile tea bags in suites. These tea bags can also be provided in Deluxe & IC rooms upon request.
Do you provide sweetener?	Yes, we provide sweetener, as well as white & brown sugar along with creamer.
Is my Minibar included in my stay?	ATR Minibar information
Can you refill/empty my minibar?	Confirm it to the guest and call the allocated person from Minibar for assistance. Minibar allocation is sent via email daily to GS email.
How do you control the see-through glass wall of the bathroom?	You may press "Magic Glass" button on the control panel located on the wall by the entrance of the bathroom.
Where is the Safety Deposit Box?	Absolutely, the safety deposit box is just beside your bedside table in the first drawer with the instruction letters.
The safe is locked, how can I open it?	You can open it by pressing 0000 and after you reset the passcode and lock it again
How to Open/Close the Curtains in room?	Certainly, the curtains can be opened through the TV remote control. There are two options, Drape and Sheer, so you need to click the desired button and choose "open" or "close".
Where is the Iron and Iron Board? (Standard & RC Rooms)	Absolutely, we provide an Iron and Ironing board in all the guest rooms at Atlantis The Royal. The iron and ironing board is placed inside the wooden closet just behind the walk-in closet.
Where is the Iron and Iron Board? (Suites and above)	Absolutely, we provide an Iron and Ironing board in all the guest rooms at Atlantis The Royal. The iron and ironing board is placed inside the walk-in closet, detached to the hidden sliding door, you will be able to see the iron sign on that sliding door. In case you need assistance, we can send our colleague to guide you with the same.
I need a universal adapter to charge my phone	We are glad to inform you that the universal adapter is placed in a golden color box located on the study table in each room.
Where is the hair dryer located?	The hair dryer is placed in the drawers which are inside the walk-in closet.
Where is the shoehorn?	You will be able to find the shoehorn placed next to the laundry bag, inside the walk-in closet
Will the Hermes bath amenities be available for Signature suites and Pool villas?	Definitely, guest will be able to enjoy luxury designer amenities from Hermes in our Sky Pool Villa and Penthouse rooms. In Standard and RC rooms we provide bathroom amenities from another well-known brand Graff
Do you offer shoe shining/ cleaning services?	All suite guests will have butlers readily available to assist them. All other room types may enjoy the service upon request by calling the guest services. It takes 90 min for shoe shining services, and it's handled by HK team. We accept only leather shoes.

Do we have a clinic in ATR?	Definitely, the clinic is located on the promenade level next to the House of Desserts lounge, open daily from 8am to 8pm. Do you need any medical assistance so we can send you a paramedic to your room to check on you?
Hi, can I have a painkiller, please?	We are more than ready to assist by delivering Panadol to your room within 10 minutes and coordinate with the paramedic team for delivery. Additionally, if needed, we can request our on-site paramedics to provide further assistance by contacting the guest clinic on guest behalf
Can I have a band-aid/ plaster?	Absolutely! May I know if everything is alright? Do you need medical assistance from our paramedic team? If the guest doesn't require paramedics, ask how many they need and raise a task for band aid in Amadeus, so the HK can deliver it to the room.
Can I have a wheelchair?	Certainly! We provide wheelchair for self-use, and it is subject to availability. May I check the availability and get back to you? Check the availability with HK team and raise a task for wheelchair in Amadeus, so the HK can deliver it to the room. We do not assist the guest to push the chair, unless they are departing and need instant assistance with wheelchair from room to their transportation. In such cases, our Belldesk will assist.
Do you provide sanitary pads or tampons?	We offer sanitary pads for any emergency cases, however, it will be only 2-3 pieces and right away we offer Marina pharmacy located in Atlantis, the Palm Avenues for the guest to order as per their preferences.
Do you provide kids diapers?	We offer diapers from Pampers, medium size (3) for any emergency cases, however, it will be only 2-3 pieces and right away we offer Marina pharmacy located in ATP Avenues for the guest to order as per their preferences.
Where is the pharmacy located?	We are delighted to inform all our guests that Marina Pharmacy, which is located in Atlantis, The Palm will do deliveries for purchases to Atlantis, The Royal for all guests when required. You are more than welcome to use any mode of payment (Room Post, cash, credit card, etc.) Room post is available for rooms with deposit. For cash and card payments, guest needs to collect the parcel from the main lobby upon completing the payment. Resort Pharmacy is available only until 1AM, hence, after 1AM till 7 AM we need to transfer the call to 800 Pharmacy on 800 742 76229. Charges from 800 Pharmacy cannot be posted to the guest room bill.
Can the paramedic come to my room to assist me?	Definitely, our in-house paramedics are more than ready to assist you in the room in case of any emergency, available 24/7. Call Guest Clinic for the assistance
Do you have a doctor in-house?	General in-house Doctor is available daily from 8 AM – 8 PM Appointments are not required; it’s on a walk-in basis and there might be a waiting time. Consultation: AED 500 in the clinic and AED 800 in the guest’s room. Medications on extra charge. We do not accept any insurance cards; however, we can provide the medical report and receipts that guests can use to claim from their insurance provider After 8 pm, we offer paramedic services, and if the guest requests/requires doctors assistance, it will be arranged by the medical team and they will call a doctor from “VIP Doctors”, however, the charges will be above AED 1000. Or guests can opt to go to the nearest hospital Al Zahra for further assistance. In-house Doctor
Do you have a prayer room?	You are more than welcome to make use of the female and male prayer rooms located on the Promenade Level, Sunlight tower near the Orlebar Brown clothing store. Alternatively, you may use the ones in the Galeria level, near the Conference Center entrance.
Do we have an ATM Machine in ATR?	3 ATMs are located on the Galleria level next to the Damas store and another one available nearby the Concierge desk, in main lobby. Near Damac: Standard Chattered and ENBD Near Concierge: Mashreq
Do you have a PC to use? Do you have a printer?	The Business District on the Galleria Level comes with computers and a printer for a self-use, open 24/7.
How can I print my boarding passes?	You are most welcome to send your documents to our Concierge team via email, so that they can print and send up to your room. An email should be sent to theroyal.concierge@atlantisdubai.com with the Room number and Guest Name on the subject. Concierge is available from 8am to 12am.
I lost my belongings; do you have a Lost & Found?	We will be more than delighted to assist you in locating your belongings. Please allow us a moment to connect you to our dedicated Lost and Found Team. If you wish to visit the desk directly, you may visit our Lost & Found desk on the Sunset Tower, Galeria level opposite to Business district.
Do you have a shuttle bus to go to AQV?	Certainly, we offer comfortable shuttle buses to move between two resorts, however, wet clothes and luggage are not allowed inside the bus. The bus starts at 8AM till midnight and runs between two main port cochere's of Atlantis the Palm and The Royal Atlantis and also stops at the Avenues entrance starting at 11AM till midnight. For Aquaventure, we highly recommend using our buggy services, that runs from the ATR Royal pool entrance, all the way to Family pool at ATP.
Where is Explores Club located?	The Explores Kids club is located on the lower ground level, next to the royal sea lounge on Sunrise tower. Explorers Club
Hi, can you arrange a taxi for us?	Certainly, we will be happy to arrange a taxi for you (Taxi request to be placed in Amadeus, by mentioning the time/date/number of guests & destination.)
Do we have courier delivery services in the hotel?	Guests are most welcome to receive their parcels at Atlantis during their stay. (Strictly when they are checked in) Outside deliveries are handled by our bell desk team. (Any suspicious packages and alcohol from outside will be declined. For any special requests, please consult leadership on duty.)
Can I order food from outside?	You are most welcome to order food from outside, however, please note that due to health and safety protocols, we will not be able to deliver the food to your room, hence, you would need to pick up your food parcel from the Porte Cochere, outside the lobby when it's delivered to the hotel. The delivery personnel are not allowed to enter the lobby or go up to your room. Alternatively, our room service team would be happy to serve food in your room for your comfort.
Can I order milk for my baby?	Absolutely! Our In room dining services would be happy to assist you with milk order, may I connect your call to our In room dining? For more information, click: In Room Dining Services * Baby Milk are on Chargeable basis hence connect the call to IRD*
Can I have a newspaper* to be sent up to my room?*	We provide unlimited access to thousands of magazines and newspapers from around the world so you can stay connected to the stories you love with one click. You will have a wide choice of languages as well. You need to connect to Atlantis WiFi and open *https://www.pressreader.com* This is access is also provided on Atlantis app. Open your Atlantis App. - Go to – “Guest services” and click on “Daily Read” Please note, we do not provide any hard copy newspapers or magazines. Alternatively, guests can purchase some type of magazines ad books from WHSmith retail shop, located at ATP West tower, lobby level.
How do I log in to Atlantis* App?*	The Atlantis Application can be downloaded from App store or Google Play. This app can be used by both by ATR & ATP guests Guest needs to enter the Atlantis booking confirmation number and the last name as registered in Opera to login and use below services: Live Chat Housekeeping services Make restaurants reservations Entertainments Monthly highlights & Weekly activities schedule Order from IRD Concierge services Transportation services Plan their experiences Access Newspaper & magazines General information with T&C. and more.
Luggage Storage Procedure at ATR	We do not inspect any luggage for check-out guests. -Check-out guests may store their luggage until midnight only. -Luggage will be scanned for arrivals ONLY. -We do not store luggage for day visitor guests. Alternatively, offer services from Dubz.Com
I need Luggage Weighing Scale in ATR	Raise the AMADEUS request under Pick Up Package & mention in the remarks that the guest wants to weigh their luggage, along with the number of pieces to be weighed. We cannot send the weighing scale to the guest room due to its size and weight.
Can you prepare my car that is kept with your valet parking?	Certainly! We will prepare your car in the main entrance within the next 10 min. May I have the valet ticket number, please? (6 digits number) Call the Valet Parking team and provide the room number along with valet parking number. More info: Valet Parking Services
Do you have a souvenir shop?	Yes, guests may be able to visit Royal Boutique for souvenirs
Do you have a swimwear shop?	Yes, guests can buy swimwear at a range of retails stores at The Promenade, Galleria & The Royal Boutique
What brands can I find at The Royal Boutique?	Missoni, PATBO, Frescobol Carioca, Sleeper, LOVE Brand, Devon Windsor, Self Portrait, RHODE, 120% Lino. For more info: Click Here
How much is the minimum deposit per night at ATR?	Minimum deposit at ATP is 2000 dirhams per night, per bedroom. Deposit is mandatory for all ATR rooms booked for 2 nights or more. It is convenient to post the charges from the restaurants, stores and water park to your room bill without need of carrying cash or card. Also, it will give access to the in room mini-bar and ability to make international & national calls from the room phone. Deposit can be done via cash or card at the reception. Room posting can be done in both ATR & ATP.

For all the amenities layout in the ATR rooms, please Click Here