The Loft Fifth Avenue Hair.Nails.Spa Dubai Mall

I had been a loyal customer at The Loft Fifth Avenue in Dubai Mall for a long time, but this recent experience was the last straw. For the past few months, I only used regular nail polish on my hands and Gelish on my feet. Four days ago, I went in for my usual service, but by the evening, I felt a throbbing pain in my right thumb. The pain got so bad I had to take four painkillers. My thumb became swollen—three times its normal size—and for the first time ever, I had something painful developing under my nail. I honestly started to wonder if their files or tools had been properly sanitized. On top of that, the rest of my fingers were horribly painted—sloppy, uneven, and rushed (I have photos to prove it). I went back and showed them my swollen thumb and asked if maybe their tools were dirty. The only response I got was: “We’ll repaint it.” That’s it. No apology, no concern, no responsibility. And guess what? The same evening, the newly applied polish was already peeling off again. Never again. If long-term customers are treated this way, it’s clear that customer care is not a priority. You won’t build loyalty like this—and walk-in customers alone won’t keep your business alive.

I always have a great experience at Loft thanks to the amazing team—Latifa, Romyet, Bri, Cyrin, and Salma. Everyone is so nice and friendly, and they really make you feel welcome. I especially like Latifa—she’s fantastic and always makes my visits extra enjoyable. Highly recommend this salon and the wonderful people who work there!

I gave this salon a few chances—but two of my visits were deeply disappointing. First visit: My gel manicure started peeling in less than five days. When I mentioned it to the receptionist, there was no apology, no interest, and no solution offered. Just total indifference. Second visit: I explicitly asked for someone experienced in gel manicures. I had my nails done on Friday—today is Monday, and the polish was already peeling, as per the picture. During the session, I asked for proper cuticle removal. The technician claimed it was done, but all cuticles were still visibly there. I had to ask her again to do it properly. The pedicure was also unacceptable. The technician they gave me was careless and aggressive, hurting me, threw tools near my feet, and even attempted to cut a healing scab. I had to stop the service and request a replacement mid-session. Again, not a single word of apology or concern from the reception team. I live two minutes away from Dubai Mall, but I would never return here. Poor quality, unprofessional behavior, and a complete lack of accountability.

This was my first visit ever to the loft and definitely will be the last, within less than 24hrs my nail polish started to peal from multiple nails not only one ! Contacted their call center and told me dubai mall branch will reach you out and till nw after 2hrs i didnt hear back from anyone !!!!! Not recommended at allll

Cholpon was beautiful and deserves a fantastic future. She was amazing and very calm and relaxing. My hand massage was really relaxing and my nails look fabulous