Hospitality News
Emirates, IKEA, Lulu Hypermarket Rank Among Top 5 UAE Brands for Exceptional CX in KPMG 2022 CEE Report
The UAE’s top brands accelerated their digital transformation to improve engagement with customers during and after the pandemic, with Emirates, IKEA and Lulu Hypermarket overtaking a majority of retail brands with stellar customer experience. This is according to KPMG’s 2022 Customer Experience Excellence (CEE) report, which captured the views of more than 89,000 customers on their experiences with brands across the UAE.
Emirates has retained the top spot for upholding its legacy of outstanding service and customer engagement. Leading in all six CEE pillars, Emirates demonstrated a well-executed end-to-end CX. IKEA earned a CX top ranking for its wide range of product categories available at a one stop-shop, as well as its home delivery service featuring real time updates on the status and progress of orders.
Meanwhile, many companies steadily improved their CX rankings since 2017 as a result of accessibility of stores, high-quality of customer service and loyalty apps. Services such as digital solutions and immersive guest experiences, including upgrading their visual communications platforms to enhance scheduling flexibility and adding professional video syncing capabilities, earned companies a top spot with consumers.
Goncalo Traquina, Partner in Management Consulting and Head of the Customer Advisory at KPMG Lower Gulf said: “The findings from the latest edition of the KPMG CEE report show that customers value brands that offer an interconnected experience across multiple channels. Many are leveraging AI-driven tools like predictive analytics to deliver a hyper-personalized experience that resolve issues before customers are even aware that they exist. From customizing website-based customer activity to intelligently recommending products, reaching out to customers with individualized offers and rewards at the right moment, UAE brands are going the extra mile to capture consumers. As they navigate the road ahead, they will need to remain agile as consumers seek out a blend of online and offline retail experiences.”
Despite the convenience of online shopping, the report shows that customers are returning to physical stores now that restrictions have been eased post pandemic. As a result of this, brands will need to focus on using advanced predictive and prescriptive technologies to mitigate customer problems before they occur. The report showed that many UAE brands are using modern tools and technologies to analyze data, mine insight, and optimize CX metrics to drive increased business value. They are moving from simply measuring customer satisfaction to complex multilevel measurement frameworks that span end-to-end journeys and drive decision making.
The KPMG CEE report also pointed to a heightened focus on ESG, with a majority of customers expressing desire to make more sustainable or ethical purchases in the next six months. This matches the findings of the KPMG 2022 CEO Outlook, where 74% of CEOs expressed that ESG and digital investment were inextricably linked, with 62% planning to invest at least 6% of revenues in programs that would help their organizations be more sustainable.
Hospitality
CELEBRATE TOGETHERNESS THIS RAMADAN WITH AL HALLAB’S IFTAR OFFERINGS
This Ramadan, Al Hallab invites families and loved ones to come together over a generous and comforting Iftar experience inspired by time-honoured Lebanese traditions. Available across all three Al Hallab outlets and for delivery, the Ramadan offering is thoughtfully designed to celebrate togetherness with the flavours that define the holy month.
Guests can enjoy a full dine-in experience at any of Al Hallab’s three outlets, where tables are set with warm hospitality and a feast of Lebanese favorites. From comforting soups like Lentil, Chicken, or Mushroom, to cold appetizers including Hummus, Moutabal, Labneh, Fattoush, and Vine Leaves, every dish is prepared with care to celebrate the flavors of Lebanon. Hot appetizers, grilled skewers, daily mains, and fresh bread complete the spread, followed by a selection of premium Arabic sweets like Kunafa, Shaibeat, Othamlieh, Kunafa rolls, and fruits for dessert.
For those who prefer to break their fast at home, Al Hallab also offers Iftar meal boxes for delivery, making it easy to enjoy a complete Ramadan meal in the comfort of your own space. Available for one, two, or four people, each Iftar includes dates to break the fast, comforting soups, traditional juices like Kamaredine and Jallab, a selection of cold and hot appetizers, daily main dishes, and a taste of Ramadan’s sweetest delights, including Kataef Walnut and Shaibeyat Ashta.
Al Hallab’s Iftar is more than a meal; it is an invitation to gather, share, and celebrate the blessings of Ramadan with loved ones. Whether enjoying the cozy ambiance of the restaurant or the comfort of home, every Iftar is a moment of joy, flavor, and heritage.
Hospitality
LA VILLE HOTEL & SUITES ANNOUNCES THE REOPENING OF LOOKUP ROOFTOP BAR WITH A REFINED MEDITERRANEAN IDENTITY
La Ville Hotel & Suites CITY WALK Dubai, Autograph Collection announces the reopening of its rooftop destination, LookUp Rooftop Bar,on 22nd January 2026. Reintroduced with a refined Mediterranean identity and a fully refreshed look, LookUp now offers a complete day-to-night experience that feels genuinely new, even for long- standing guests of the hotel.
Overlooking City Walk with uninterrupted views of the Burj Khalifa and the downtown skyline, LookUp has been reshaped into a rooftop destination with greater depth and purpose. By day, the space centres around its infinity pool and open terraces, offering a relaxed setting for guests to unwind, swim and spend time outdoors. A strengthened food offering now plays a central role in the experience, with a full Mediterranean-inspired menu featuring wood fired pizzas and fresh sharable dishes, designed for casual dining and longer stays.
As the day moves into evening, LookUp naturally shifts in energy. Guests can enjoy crafted cocktails, a considered music programme and live DJs, alongside a calendar of curated experiences including fashion showcases, brand collaborations and pop ups. Morning wellness sessions such as yoga and pilates further extend the rooftop’s use beyond traditional bar hours, creating a space that works across different moments of the day.
The refreshed LookUp is designed as more than a rooftop bar. It is a lifestyle destination that brings together leisure, dining and social connection in one setting. With its updated design, stronger menu focus and varied programming, LookUp offers returning guests a new way to experience a familiar space, while welcoming new visitors into the heart of City Walk.
The reopening will welcome hotel owners, Marriott leaders, media, partners and influencers, marking the next chapter for one of City Walk’s most recognisable rooftops. With ongoing collaborations across wellness, fashion and lifestyle, LookUp Rooftop Bar is positioned as a key social destination within City Walk, offering experiences from sunrise through to late night.
Michel Nader, Regional Vice President, UAE & Levant – Premium & Select, Marriott International commented: “The return of LookUp is both timely and emblematic of Dubai’s ever-evolving social landscape. With its revitalised Mediterranean-inspired concept, the destination seamlessly combines refined charm with enhanced hospitality, embodying the city’s affinity for sophisticated and vibrant nightlife. We are confident the relaunch of this popular venue will be appreciated by local residents and international visitors.”
Roudi Soubra, Vice President – Asset Management, Dubai Holding, added: “LookUp has always been more than just a rooftop, it’s part of La Ville’s story and spirit. This reimagining represents our commitment to continuous evolution and to creating spaces that inspire connection, creativity, and joy. With its Mediterranean charm and breathtaking views, LookUp once again reflects the essence of Dubai: dynamic, sophisticated, and full of life.”
Hospitality
RAMADAN IFTAR AT OASIS TERRACE & GARDEN, MÖVENPICK DOWNTOWN
This Ramadan, Oasis Terrace & Garden at Mövenpick Hotel Apartments, Downtown Dubai invites guests to break their fast in a relaxed outdoor setting with a garden-style Iftar buffet designed for families, friends, and group gatherings.
The experience features authentic Arabian and regional favourites, complemented by interactive live cooking stations. Guests are welcomed with dates and water on arrival, followed by unlimited access to mezze, salads, hot mains, and signature Oasis desserts. Live stations include Shawarma, slow-cooked Ouzi, and BBQ specialities, alongside a dedicated dessert counter and mocktails with laban.
Set across the venue’s open-air terrace and garden, the Iftar offers a laid-back yet festive atmosphere ideal for both casual and corporate celebrations throughout the holy month.
With its combination of open-air seating, warm hospitality and thoughtfully curated buffet, Oasis Terrace & Garden offers a welcoming space to slow down and reconnect after sunset. The experience reflects the spirit of Ramadan, bringing together comforting flavours, shared plates and a setting designed for togetherness. Available throughout Ramadan 2026 (subject to official moon sighting, expected from 19 February 2026).
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