It’s been one week since the UAE experienced the largest rainfall in 75 years. The downpour hit numerous regions across the country, causing severe flooding and impacting everything from schools, businesses, and airports. Today, most of the damage done has been cleared, major roads are now open, flights have resumed, and it’s back to business. Not many countries would have been able to recover from the aftermath of a storm like this, let alone get through it the way the UAE has. “The UAE has shown what a focused and joined-up effort can achieve, and the swift recovery led by the authorities’ response was augmented by a strong personal response from people throughout the country.” (WAM)
We reached out to a few hospitality professionals for their first-hand accounts of the storm’s impact on their respective hotels during the 24 hours.
James Hewitson, General Manager, Anantara The Palm Dubai
“During the severe storm, our outdoor areas experienced heavy rainfall and minor flooding in the lobby. This storm was said to be the most intense of its kind since 1947. Our engineering and housekeeping teams were quick to manage the water ingress, ensuring a safe and comfortable environment for both our guests and team members alike. We also welcomed several walk-in guests looking for a secure place to stay during the event.”
James added, “The main damages were confined to stray branches and palm fronds scattered around the lagoons. Our team acted swiftly to clear debris from public areas and pools, protecting our key assets and maintaining the beauty and functionality of our resort.”
In the hotel, guests were very understanding and took refuge in the lobby and our Crescendo dining restaurant. They remained composed and cooperative, appreciating our efforts to ensure their comfort and safety during the storm. It’s worth noting that all our restaurants operated as normal throughout the day, providing a sense of continuity and normalcy despite the severe weather, said James.
James ensured the safety of guests through personal outreach by villa hosts and active front office and security teams. Buggies and team members equipped with umbrellas were ready to assist guests in navigating the resort safely during the storm. Additionally, they kept the staff canteen open from the afternoon, providing food and sustenance for the team in a safe place until buses arrived, relocating staff to their accommodations safely.
According to James, the biggest takeaway was the resilience and teamwork displayed by the staff. “This experience has reinforced the importance of preparation and the ability to adapt quickly to unexpected situations, always ensuring guest safety and comfort. In retrospect, enhancing our pre-storm checks and communication protocols could further streamline our response. We will focus on even quicker deployment of preventative measures to minimise disruptions in the future.” He adds.
We asked James what measures could be taken to reduce future damage, and he had this to say, “we plan to enhance our existing emergency protocols by adding further practical solutions, including covers for our guest buggies, providing extra umbrellas, and strategically placing sandbags to prevent water from seeping underneath doors. These steps will bolster our readiness for future storms, building on the robust emergency procedures we already have. Additionally, we will continue our regular training sessions to ensure our staff are thoroughly prepared to manage any such events effectively.”
Nawfal Abdullah Saleh Mbamba, Marketing and Communications Manager at Anantara The Palm Dubai Resort was one of the remarkable team members James was referring to, on his way home he was trapped in the storm overnight. He kept us all in the loop by posting videos and photos online until he made it home safely the next day. This is his recollection of his journey home in the storm.
“My recent encounter with a storm turned into quite the adventure, and it’s a tale that’s both harrowing and unforgettable. Leaving Anantara The Palm Dubai Resort around 4.00 pm, the lobby was already feeling the brunt of the storm. On a whim, I stopped at Nakheel Mall and Waitrose to grab a few bites—a decision that proved quite unfortunate as I soon found myself gridlocked on Mohammed Bin Zayed E 311 Highway for 9 droning hours. The road was closed due to severe flooding, and heavy rain with water reaching torso depths, and vehicles, even large ones, stuck or overturned by fierce winds.
Trapped on the highway, I attempted to find refuge in hotels located at the nearest point at the time Motor City, but every hotel was at capacity and was said to be for the duration of the storm, leaving me completely stranded without a room and pretty much at the mercy of the hotel front office team. In desperation, I refuelled at a nearby petrol station and sought an alternate route home. However, flash floods and safety cones blocked the entrance to my neighbourhood.
With no way in, my only option was to sleep in my car under a highway bridge. As dawn broke and the weather eased slightly, I managed to drive near a family relative’s home despite the thigh-high water levels. Dressed in yesterday’s smart casual and blazer, I waded through the floodwaters until they could rescue me with their 4×4. It was an ordeal I’ll never forget, highlighting the unpredictability of nature and making me deeply appreciative of safety and shelter.”
Alfio Bernardini, General Manager, Grand Plaza Movenpick Media City, Dubai
“We were well-prepared for the forecasted rainfall, maintaining calm and organised operations throughout the hotel during the storm. Guests felt secure despite heavy rainfall, maintaining a sense of normalcy and safety throughout the property. The hotel experienced minimal damage, primarily managing water overflow from outside as anticipated. Our infrastructure held up exceptionally well, with minimal internal leakages.”
Alfio went on to say that guests were initially taken aback by the intensity of the storm, which was unusual for Dubai. However, they quickly grew to appreciate the level of care and professionalism displayed by our team. They were impressed with the hotel’s effective management of the situation, noting no disruption in service.
“Prioritising the safety of everyone on the premises, we mobilised all operational and technical departments. Security measures were intensified, and department heads were on-site to lead their teams effectively. Recognising that our employees are as much a part of our hotel as our guests, we ensured that everyone, including our full-time and outsourced team members, had accommodations in the hotel to stay safe and rested. We provided essential and personal amenities ensuring they too are cared for and comfortable.” He adds.
Alfio recognised that, the storm highlighted the strength of his team’s unity and perseverance. “Across departments, there was a clear sense of solidarity and an innate commitment to hospitality. Our staff displayed an admirable dedication to duty, swiftly adapting to the demands of the situation with a spirit of volunteerism and a passion for service that went above and beyond expectations.”
Karim Shawky, Director of Operations at Grand Plaza Movenpick Media City, Dubai added, “the recent events showed the broader spirit of community within the hotel. For instance, mobility issues during the storm were challenging, but the cooperative and understanding nature of our guests helped maintain a supportive environment. Notably, our hospitality extends beyond our guests; a few individuals seeking refuge from the storms were provided with immediate assistance. They were brought to our spa to freshen up, we washed and dried their clothes, and ensured they had transportation to their hotel just in time to catch their flight the next day.”
After the storm, Dubai International Airport announced that they had limited transportation options and that recovery would take some time. Emirates president Sir Tim Clark shared an open letter to all customers stating that, “this week has been one of the toughest for Emirates operationally”. The airlines had no choice but to cancel almost 400 flights and delay many more with two clear priorities: “Look after our customers who have been impacted by the disruption and get our operations back on schedule”. The letter went on to say that “over 100 employee volunteers were sent to look after disrupted customers at Dubai Airport departures and in the transit area, prioritising medical cases, the elderly and other vulnerable travellers.
“To date, over 12,000 hotel rooms were secured to accommodate disrupted customers in Dubai, 250,000 meal vouchers have been issued, and more quantities of drinking water, blankets, and other amenities. Behind the scenes, it was all hands-on deck for thousands more employees across the organisation to get our operations back on track.” By Saturday 20 April, regular flight schedules were restored, stranded airport transit passengers were rebooked and on their way to their destinations, and 30,000 pieces of left-behind baggage was delivered. “We know our response has been far from perfect,” said Clark. “We take our commitment to our customers very seriously, and we have taken learnings from the last few days to make things right and improve our processes.” Clark ends the letter with this, “Finally, and once again, I want to offer, on behalf of myself, and all the teams across Emirates, our apologies to each and every customer affected by this disruption. We will continue to work hard to live up to your expectations, and to our Fly Better brand promise.”
The heavy rainfall that soaked the country last week has been called a historic weather event because it will be remembered for a long time to come. People will hopefully take weather warnings more seriously and avoid unnecessary excursions; non-essential operations would do well to close when extreme weather poses risks, and people’s kindness and communal spirit will only grow stronger under such exceptional leadership.
