Is this really the world’s best hotel? GMT GCC takes a walk through Atlantis The Royal, and discovers how the majestic property is living up to its regal moniker already.
Atlantis The Royal has just opened – and it’s global news. But as the buzz surrounding the bombastic opening, replete with royalty both traditional and celebrity (in the form of Kendall Jenner and the inimitable Beyoncé Knowles), begins to die down, it’s time to get to business as usual. And things are going swimmingly.
“The comment we have consistently received over the past week is that guests cannot believe that we have only just opened,” shares Tom Roelens, general manager and senior vice president, operations of the Atlantis Dubai resorts, speaking just seven days after the first guests arrived at Atlantis The Royal. “Their experiences have been so wonderful that they cannot find fault with anything. So that’s kudos to the team – it’s quite impressive to pull that level of service off right after opening. And we are very fortunate to have a phenomenal team that makes it happen – every single day.”
A very humble statement from the man who took this resort from construction to operation – and through a global pandemic to boot. Tom took the reins of Atlantis Dubai in January 2020, overseeing Atlantis, The Palm, Atlantis Aquaventure and the preopening of Atlantis The Royal. But then – as we all know – everything changed. So how did Covid impact his project?
“Dubai came back relatively strong relatively quickly,” says Tom. “And as probably the only destination in the world where the Covid crisis was handled in quite an amazing way, I felt fortunate to live here and to be working here during that time. From an operator point of view, we took the opportunity to come out of this in a much better way. At Atlantis, The Palm we renovated all of our conference facilities, we redid the Saffron restaurant, we did upgrades to our Hakkasan restaurant, we opened El Fuego, our new South American concept that was a result of the planning that took place during that time. And we continued to innovate and ensure that by the time we kind of came out of this, that we would come out stronger.
“You’re only as good as the last breakfast served. So we will keep listening to what the guests tell us.”
“Nobu’s move to the top floors of Atlantis, The Palm would be another example. Now we have a collection of over 50 restaurants, and each of them could be considered freestanding restaurants. It just so happens they’re all in this collection here at Atlantis, whether that’s Atlantis, The Palm or Atlantis The Royal and that’s quite unique. And then translating that to the Aquaventure waterpark, we built out the tower and we now have over 100 slides and attractions, becoming the largest waterpark in the world. We also went on a hiring spree to ensure that we could get the best in the business for Atlantis The Royal. When no one was hiring, we were and so by the time everybody else woke up and started panicking about finding people, they were already here!”
A truly gutsy move on Tom’s behalf – after all, nobody knew when the pandemic would end, and somebody has to pay to keep all those staff on board – but one that worked in his favour and has ensured that all the post-opening plaudits keep rolling in. So what about all those ‘best hotel in Dubai’ and, latterly, ‘best hotel in the world’ comments – does Tom place much stock in them?
“Well, I think it’s up to the guests to make that decision,” he laughs. “I think ultimately, it’s a wonderful and one-of-a-kind property from an architectural point of view. And from a restaurant point of view, where we now have the largest collection of celebrity chefs in one place, anywhere on the planet. Then there’s the wellness component with Awaken Spa and the AEON Clinic, and you have the entertainment side, whether that’s from all the water features, and the fountain shows, and the many surprising and delightful moments around the resort.
“It’s a one of a kind resort, there’s nothing like it anywhere else in the world, so we’ve been given the freedom to do things that are a bit more unique. We worked with Graff, for example, to launch an exclusive amenity programme. And again, there’s something that doesn’t exist anywhere else. We’re pushing the boundaries in terms of what the guests can experience. Of course, we’ve been given all of the tools to be successful from a resort point of view. But then it’s also about the intuitive service. Ultimately, that’s really what it’s about and so really playing into that is key. And that’s really our big focus, every minute of the day at the moment.”
Learning about each and every guest is a tall order, especially in a property of 795 rooms. But Tom is confident in his team’s level of personal service, further elevating the already spectacular experience of staying in one of the resort’s incredible suites.
“It’s a one of a kind resort, there’s nothing like it anywhere else in the world, so we’ve been given the freedom to do things that are a bit more unique.”
Learning about each and every guest is a tall order, especially in a property of 795 rooms. But Tom is confident in his team’s level of personal service, further elevating the already spectacular experience of staying in one of the resort’s incredible suites.
“Every room that we make available is sold, so we certainly are seeing great interest,” says Tom. “Our Signature Suites are seeing phenomenal interest, but really, there’s nothing like it anywhere else. In our Sky Pool Villas we’ve taken the concept of a villa and placed that in a vertical way as part of the hotel’s towers. You have full privacy, phenomenal views over the skyline of Dubai, or over the Gulf, and you have terraces of up to 150 square metres, with pools that are over the cantilever areas of the resort. You feel like you’re floating in the sky. These are products that the world hasn’t seen yet.”
And if anyone knows about new developments, it’s Tom. Earlier in his incredibly international career, he worked in Dubai’s first five-star hotel in the mid-90s – “when Sheikh Zayed Road was just two lanes going to Abu Dhabi,” he chuckles – so he’s seen the industry’s development from the very beginning.
“If there’s one place in the world that has seen this growth as a destination, that’s truly and consistently challenging itself to be better, to improve, to grow and develop and push the boundaries, it’s Dubai,” Tom says. “That’s quite extraordinary. And that journey continues. The launch of Atlantis The Royal is a prime example of that exact kind of drive for excellence.”
So now that it’s all done and dusted, is it time for Tom to sit back, relax and enjoy the fruits of his labours?
“It’s a wonderful moment and a moment of pride for the team,” he smiles. “But you know what? You’re only as good as the last breakfast served. So we will keep listening to what the guests tell us.”
And that attitude? That’s what ensures the real royal treatment.
