Silkhaus ruined our stay: Broken key card, ghost host, and zero amenities Pros: The initial check-in process was surprisingly smooth, but everything went downhill immediately after. Cons: - Host disappeared (Ghost host): Right after we checked in, the Silkhaus management completely vanished. They ignored all our phone calls and messages when we needed urgent help. - Defective access card & Security issues: The building key card provided to us was completely broken. We couldn’t enter the building independently. Every single time—even late at night—we had to call building security at the reception just to get inside. It was extremely frustrating and inconvenient. - No access to amenities: Because the card was broken, we were completely locked out of the building's pool and gym during our entire stay. We paid for these facilities but couldn't use them. - Involved customer support: We had to waste our precious time dealing with the booking platform's support team just to log this disaster. Overall impression: Do not book with Silkhaus. They take your money, give you a broken key, and completely ignore you afterwards. Being stranded outside at night and blocked from the gym/pool is not what you expect from a decent stay. Avoid at all costs.
1 Aug 2026
fatima naim
Google
No one will serve you for your booking
Response from Silkhaus
Good morning Fatima, I’m sorry for the misunderstanding. We are a short-term rental company with almost 400 properties across more than 20 neighbourhoods in two cities. We are not a serviced apartment building, and our business model is therefore different from that of a traditional hotel or serviced residence. Our service is focused on providing guests with a high-quality apartment and a seamless short-term rental experience. Additional hotel-style services and amenities are not part of our business model. I hope this clarifies the distinction and helps set the right expectations regarding our service.
28 Jul 2026
Pierre Dongo Soria
Google
Great experience
Response from Silkhaus
Thanks Pierre, We're looking forward to host you again!
12 Jul 2026
bonnie Paulina
Google
🚨🚨🚨🚨🚨WARNING!!! DO NOT book with this company!! FAKE Advertisings! FAKE PHotos online!! They scam your deposit and stop answering your messages and emails!! Apartments are in such bad conditions with no maintenance! No customer service, No assistance!! Very bad management, rude and unprofessional team!! Omar and Shifa are the most unprofessional people with no work ethic and just lie to customers!! Do not waste your money and time with them!! And do not trust the 5 stars reviews they’re all fake and from their staff!! SCAM
Response from Silkhaus
Dear Bonnie/Nasima, We are extremely disappointed to read this review, as the accusations made are completely inconsistent with the facts of your stays with us. At Silkhaus, we take guest experience very seriously and we have always made ourselves available to address your concerns. In both of your stays, our team responded promptly, personally inspected the apartments, and took action whenever a valid concern was raised. During your first stay at Pixel Tower, after you reported a concern about the apartment, the unit was personally inspected by our team and no evidence of mold or any related issue was found. Despite this, we continued to support you throughout your stay and attempted to assist you. Unfortunately, the situation escalated at checkout when you refused to vacate the apartment as scheduled, requiring police assistance. During your more recent stay at Maryah Vista, our team once again responded to your feedback and addressed the points raised, including installing a smart TV after this was requested. Our team continued assisting you throughout your stay despite the repeated complaints and requests. For this reason, we strongly reject the claims that we provide fake listings, fake reviews, or that we do not support our guests. These statements are not an accurate representation of our operations, our team, or the experience of the thousands of guests who stay with us every year. We welcome genuine feedback and continuously work to improve, but we cannot accept misleading claims that unfairly damage the reputation of our company and our employees. We wish you the best and remain available to discuss any specific concerns through the appropriate channels.
12 Jul 2026
Matt B
Google
Severely overpriced, condition of the place was a shambles, broken wardrobe, smashed TV, all cupboards broken, support extremely slow with empty promises to fix. I would not recommend this operator.
Response from Silkhaus
Good afternoon Matt, At Silkhaus we are committed to all of our guests wellbeing, so I kindly ask you to send us publicly or privately more details so we can match your stay in our system to understand what happened
12 Jul 2026
Aziza Bobokulova
Google
I have given my property for almost a year for holiday homes with Silkhouse and cancelled it only due to lack of tourist because due to political issues in the UAE currently. My unit was managed by Karim under Firas Almoula. Not only they did amazing job and my unit had over 90% occupancy, but also when we had to part our ways, they did all I needed for license cancellation and they were very efficient. I strongly believe, you know if the company is good or bad only after they no longer need you. Amazing honest company. Thank you Firas and Karim. Will always come back once tourism is back to normal.
Response from Silkhaus
Thanks Aziza, We hope to see your property coming back very soon!
5 Jul 2026
omar alhameli
Google
Great experience with Silkhaus. The property was in a prime location, comfortable, and well-maintained. The team was professional, responsive, and easy to deal with throughout my stay. A special thank you to Shifah for her outstanding support, professionalism, and kindness. She made the entire experience smooth and stress-free. Highly recommended.
Response from Silkhaus
Thanks Omar, and thanks for the special mention to Shifa
2 Jul 2026
wang li
Google
It was super enjoyable staying with Silkhaus! The customer service is excellent and very prompt to respond - this is very much appreciated! Ihad booked a studio apartment in DIFC for 28 days and had a great stay. The apartment was well equipped, very nicely decorated with European holiday vibes and super clean. Will definitely recommend to another one who’s looking for a stay in Dubai.
Response from Silkhaus
Thanks, we hop to have you with us again very soon!
2 Jul 2026
Jonaël Gabet
Google
Great company
2 Jul 2026
matsushita MATSUSHITA
Google
Poor management , after many claims nothing has been Fake promotion with booking, Fridge and washing machine dysfunction and above all Cockroach invasion see pictures
Response from Silkhaus
Good morning, We take the quality of our guests' experience very seriously, and we would genuinely like to investigate the issues you've raised. However, based on the information available in your review, we're unable to identify your booking or the property where you stayed. Could you please reply to this review with a few more details about your stay, or contact us directly using the phone number provided in your booking confirmation? Once we're able to identify your reservation, we'll investigate the matter thoroughly and take any necessary action. Thank you, and we look forward to hearing from you.
2 Jul 2026
David Victor
Google
My worst booking experience in Abu Dhabi was with Silkhaus. I booked an apartment with them for one month, and within the first 10 days, the place was already in very bad condition not clean at all and full of issues. I contacted their team multiple times asking them to fix the problems, but unfortunately nothing was actually resolved. Every time, the response was just “we’ll check and get back to you,” but no real action was taken. Because of the poor service, I decided to cancel my stay and move out. Even getting my refund back became another stressful experience. I had to keep following up and contacting them repeatedly, and nobody seemed to care or respond properly. Their after-service and customer support are extremely disappointing. It honestly feels like the only thing that matters to them is taking the payment, and after that, the customer is no longer important. Very unprofessional experience, and I would not recommend dealing with them.
Response from Silkhaus
Good morning, We take the quality of our guests' experience very seriously, and we would genuinely like to investigate the issues you've raised. However, based on the information available in your review, we're unable to identify your booking or the property where you stayed. Could you please reply to this review with a few more details about your stay, or contact us directly using the phone number provided in your booking confirmation? Once we're able to identify your reservation, we'll investigate the matter thoroughly and take any necessary action. Thank you, and we look forward to hearing from you.
2 Jun 2026
Ouacim Daas
Google
The accommodation was clean and very well located. Perfect in terms of layout, everything is there and the residence has all the amenities expected. Swimming pool, supermarket, gym, children's games, Muay Thai club and parking. Go with your eyes closed because it is an exceptional location. THANK YOU
Response from Silkhaus
Thank you so much, Ouacim, for your wonderful review. We’re glad to hear that you enjoyed the clean accommodation, convenient location, layout, and the amenities available in the residence. It’s also great to know that the pool, supermarket, gym, children’s games, Muay Thai club, and parking helped make your stay comfortable. We truly appreciate your kind words and would be happy to host you again whenever you are back in Dubai. Warm regards, Silkhaus Team
2 Jun 2026
Maya Murad
Google
We had an awful experience. Poor communication from our property manager. Peeling paint, stained walls, mold, poor water pressure, ratty towels and sheets, then bed bugs to top it off. We got to terminate the rest of our booked trip, but it was an experience i could never repeat.
Response from Silkhaus
Good morning, We take the quality of our guests' experience very seriously, and we would genuinely like to investigate the issues you've raised. However, based on the information available in your review, we're unable to identify your booking or the property where you stayed. Could you please reply to this review with a few more details about your stay, or contact us directly using the phone number provided in your booking confirmation? Once we're able to identify your reservation, we'll investigate the matter thoroughly and take any necessary action. Thank you, and we look forward to hearing from you.
2 Jun 2026
Alone_writer
Google
Location: 4
Response from Silkhaus
Thank you, for your review. We’re glad you had a good stay, and we appreciate the 4/5 ratings for rooms, service, and location. If there’s anything we can improve to make your next visit a 5-star experience, we’d be happy to hear your feedback.
2 May 2026
Amoetsoe Mkwena
Google
Silkhaus is extraordinarily bad. I genuinely am shocked at how bad it was from beginning to end. The day I moved in I reported a broken coffee table, dirty pillows and bedding, and the fact that the apartment was marketed as luxurious but was on a road with constant 24 hour noise pollution. They sent large pillows via Noon, no pillowcases for the duration of my stay. I reported the table again after it fell on my cleaner, hurting her foot and then mine when I tried to help her, nothing. I alerted them to the broken and cheap kitchen appliances, nothing. Customer services is very responsive but into to argue with you. Then when I left early, they charged me 😂. Do yourself a massive favour and stick to Airbnb, avoid their properties on there too! Wow!
Response from Silkhaus
Good afternoon Mr. Amoetsoe, Upon reviewing the situation and the full communication history, we acknowledge that we could have handled this matter better, particularly in the way we explained the reason behind retaining the 5-night cancellation penalty due to the late communication of the early checkout request. We understand that clearer communication from our side would have helped avoid frustration and confusion, and we sincerely apologize for this. While the cancellation policy was applied in line with the booking terms, we recognize that the process and explanation could have been managed more effectively. We truly appreciate your feedback, as it helps us identify areas where we can improve our guest experience and internal communication. Thank you again for bringing this to our attention, and we hope to have the opportunity to welcome you again in the future and provide the level of service we strive for.
2 Apr 2026
J S
Google
My experience with Silkhaus was an honest reflection of the strengths and weaknesses of the business. The business rents a series of higher-spec holiday homes across the UAE with a strong portfolio to choose from. Their service quality is strong - however - it is clear their corporate service support is significantly stronger than their public service. When I used their public support emails, it was mostly automated or not very useful responses, but when using their corporate bookings side I was put in touch with Nour Kamal - Nour was quick, responsive, useful, and looked at alternatives where possible. During the challenges faced during this March, that was extremely valuable. For instance, when I found my flights cancelled and had nowhere to go, Nour quickly identified a new property and worked with me to get moved. Nour is likely the reason I'd use the service again. Their Whatsapp service is very useful as it responds very quickly to any issues. For example we had a leak, a damaged lamp, neighbour issues etc - all of which were quickly addressed when pressure was applied. On the negative - sometimes the service can be unempathetic to challenges faced from a perspective of policy. Please note there is a strict 14 day information policy for any refunds, this won't be supported for any extenuating circumstances. The thing that really concerns me is that I do feel some of the prices are so inflated to be unreasonable on certain properties which are simply not worth the pricing they are placed at. This can feel a bit predatory to me at times. The properties are usually 90% like the photos but be aware during your stay you will face some issues with leaks, neighbours, reception and shared areas not matching the apartment, and damages from poor prior tenants to be fixed. When you choose what you're willing to pay, consider this it not a hotel as such and isn't going to be to that standard. Silkhaus is a "good" business with apartments in strong locations. There are teething issues and they will do better with more humans and negotiators online. For instance, before I went through corporate, I couldn't find anyone to help me negotiate better pricing. Overall, though, as long as you're a bit aware of what you're paying for I recommend the business overall at around 4 stars.
Response from Silkhaus
Hi J S, thank you for the detailed review and for the balanced feedback. We’re glad you enjoyed the apartment quality and locations, and that our WhatsApp support helped resolve issues quickly during your stay. We also really appreciate you calling out Nour Kamal. We’ll make sure your note is shared with her and the wider team. Your comments about the public support experience, empathy around policy, and pricing expectations are taken seriously. We are actively working on making our guest-facing support more human, consistent, and solution-oriented, so the experience is the same whether you reach out via public channels or corporate bookings. Thank you again for the thoughtful input. It helps us improve, and we’d be happy to host you again.
2 Apr 2026
zuhaib ali
Google
Guest review text wasn't captured during sync — the host reply below references their feedback.
Response from Silkhaus · to this review
Thank you, Zuhaib, for the 5-star review. We’re glad you rated the rooms, service, and location 5/5. We appreciate you choosing Silkhaus and hope to host you again soon.
2 Mar 2026
Muhammad khan
Google
Guest review text wasn't captured during sync — the host reply below references their feedback.
Response from Silkhaus · to this review
Thank you, Muhammad Khan, for the 5-star rating. We appreciate your support and look forward to hosting you again.
2 Mar 2026
Uali
Google
Rented apartment for 6 months. On day 2-3 saw that my apartment is infested with bed bugs. Currently silkhouse is ignoring me and I don’t know what to do. Living in Forte Tower 2
2 Mar 2026
Shruti Falorh
Google
The booking process was seamless, communication was excellent, and the apartment exceeded expectations. Highly recommended!
Response from Silkhaus
We’re glad the booking was smooth and the apartment exceeded your expectations. We appreciate the recommendation and hope to host you again soon.
