| 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, HR runner will try to solve it, if they cannot fix, they will raise it further: No Network - IT No Sound/ No Power - 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 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) |
| How can I switch off my A/C? | 1.Toggle in the middle of arrow (make sure it’s in the middle of the arrow to make sure the A/C will not automatically turn on) 2. Press left button to turn off the fan and the A/C |
| How can I adjust the temperature on my A/C? | 1. A/C toggle left to adjust Cold temperature and for Warm toggle right. You can also adjust the speed of the fan by pressing the button below. |
| 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 |
| Can you set up my baby monitoring camera on the baby crib? | Certainly, please allow our IT specialists to come up to your room and assist you. Place a task for IT in Amadeus with proper notes and make a call, as it is a special request. We do not provide camera, but we can assist to set up by connecting it to the internet. |
| How do I dial another room number from my room phone? | To Dial a guest room number, please add 8 + room number. e.g. to dial room 2304, dial 82304. |
| 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 |
| 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. |
| How can I drain the bathtub water? | You may turn the bathtub knob to the right to drain the water. (Twist left to fill the water) |
| How do I unblock my wash basin? | Push down the switch at the back of the faucet to drain the water. |
| 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 Minibar included in my stay? | ATP Minibar Information |
| My Minibar is locked. | Mini Bar is automatically locked in the rooms without deposit. Alternatively, offer IRD services for the meantime until guest placed deposit at the reception. |
| Can you refill/empty my minibar? | Confirm it to the guest and call Minibar duty mobile for assistance. |
| Where is the Safety Deposit Box? | Absolutely, the safety deposit box is located inside your closet. |
| 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 |
| 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 Palm. The iron and ironing board is placed inside the closet. |
| I need a universal adapter to charge my phone | We are glad to inform you that the universal adapter is placed in the drawer of the study table in each room. |
| Where is the hair dryer located? Deluxe & IC rooms | The hair dryer is placed in the drawer of the TV cabinet. |
| Where is the hair dryer located? Suites & Signature Suites | The hair dryer is placed in the drawers which are inside the walk-in closet. |
| Where is the shoehorn? Only Suites | You will be able to find the shoehorn placed next to the laundry bag, inside the walk-in closet |
| Do you offer shoe shining/ cleaning services? | All signature suite guests will have butlers readily available to assist them. For all other room types, we may check the availability of shoe shiner with HK storeroom and deliver it to the room. |
| Do you have a guest clinic in ATP? | Definitely, the clinic is located on the West Tower, Ground level beside the Explorers Club, 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 you with delivering Panadol to your room within 10 minutes. Better yet, we can advise our resident paramedics to assist you further if needed, call the guest clinic to send a panadol and notify CC TL to place a task in Hotlync. |
| 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? | Currently we do not provide sanitary pads or tampons, however, we have a pharmacy from where you can order to your room. |
| Do you provide kids diapers? | Currently we do not provide kids diapers, however, we have a pharmacy from where you can order to your room. |
Where is the pharmacy located? | You can find Marina Pharmacy easily accessible at two locations within Atlantis, The Palm: The West Tower Lobby Level and the East Tower Ground Level. 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, available 24/7. Call Guest Clinic for the assistance and notify CC TL to place a task in Hotlync. |
| 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 PC to use? Do you have a printer? | For your convenience, a computer and printer are available for self-service use in our Hospitality Lounge, located in the East Tower, Lobby Level beside Arabian Terrace. These facilities are accessible 24 hours a day on a first-come, first-served basis. |
| 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 thepalm.concierge@atlantisdubai.com with the Room number and Guest Name on the subject. Concierge is available from 8am to 10pm. |
| 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 West Tower, Lobby Level nearby Activity Booking Point. |
| Where is Explores Club located? | The Explores Kids club is located on the West Tower, Ground Level near the Guest Clinic. Explorers Club |
| Hi, can you arrange a taxi for us? | Guests can take a taxi directly from the ATP port cochere or Avenues Entrance without pre-booking. Guest who requires a big (7-seater) taxi; with child seat; for physically challenged guests or with female driver, we advise the guest to download “Careem” app and order a taxi online, by mentioning the below benefits: Guest can choose the category of the taxi (Economy/ Standard/ Comfort etc.) See the estimated charges Monitor the estimated arrival time Selecting payment method Ordering the taxi in advance Order taxi on behalf of another person We also offer hotel transportation to different destinations when booked in advance. For Prices and Destinations, click: Transportation Tariff |
| 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 unusual requests, please consult with 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, for your comfort and convenience, our In-Room Dining service is available to serve food and drinks directly to your room for 24/7. |
| 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 |
| Can I use my HB or FB for In Room Dining? | Our Half Board (HB) & Full Board (FB)packages are exclusively valid for meals consumed within our designated restaurants. For guests experiencing late arrivals (after 10pm) or early departures (before 7am), we can make an exception to provide In-Room Dining (IRD) service with their meal package. |
| Can I swap my dinner package with lunch instead? | Kindly note that amendments to guest meal packages are no longer possible. Guests are kindly requested to redeem their meal packages strictly within their validity period. |
| Do you have a souvenir shop? | Yes, you may visit our retail stores in the avenues, especially out LC boutique offers wide range of souvenirs. For more information, please click: ATP Retail Stores |
| Do you have a swimwear shop? | Yes, you may buy swimwear at a range of retails stores available in the Avenues, or directly at the water park. For more information, please click: ATP Retail Stores |
| 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 ATP | -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 |
| 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 last 4 digits of your valet ticket, please? Call the Valet Parking team and provide the room number along with valet parking number. More info: Valet Parking Services |
| How much is the minimum deposit per night at ATP? | Minimum deposit at ATP is 500 dirhams per night, per bedroom. Deposit is not mandatory, however, it’s highly recommended for the guest’s convenience, as you can post the charges from the restaurants, stores and water park to your room bill without need of carrying cash or card with them. Also, it will give access to the in room mini-bar and ability to make international & national calls from the room phone. Room posting can be done in both ATR & ATP. |
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