Cloud Eleven Beauty Salon Downtown

Unfortunately, this was one of the worst service experiences we’ve had in Dubai. I booked an appointment for my daughter to have braids and drove her around 30 minutes to the salon. After waiting another 30 minutes, she called me to say that they didn’t actually have the hair needed for the appointment because, unfortunately, they had forgotten to order it. I contacted the manager, who said she would look into it and get back to me. I waited another 45 minutes, but received no response or update. I eventually had to drive back and pick up my daughter. In total, we wasted around 2.5 hours, with absolutely nothing being done. The lack of communication, organisation and customer service was extremely disappointing. Mistakes can happen, but the way this situation was handled was unacceptable. I would have expected much better service and communication.

Very bad service really disappointed ☹️ unprofessional staff

Simply the worst !! No explanation as I’m not ready mention all points why it’s that way it’s gonna be too long . Make it short Trust and DONT GO THERE ( save your time , nerves, money). Such places should not even exists as salon

Very bad

Listen to the bad reviews. AVOID. Georgina is the ONLY good thing about this place. Service is poor and not worth the luxury price tag at all. Plus, the hair was not ready for installation although I ordered 2 months in advance; I had to wait nearly 3 hours for my hair to be ready during the service. I spent nearly 8 hours at the salon for a hydration treatment and sew-in - truly absurd. Oh, and their payment system was so messed up that I and another woman had to pay for a taxi to take us to an ATM to get cash out, making me temporarily leave the salon with half-done hair! The images they display on IG are far more luxurious than real life - you walk in and it's quite underwhelming. I am a very diligent person and requested kinky hair knowing that my natural 4B/4C hair is hard to blend. The owner said it was fine and I ordered my hair more than 2 months in advance. Upon arrival, I immediately ask to see my hair to ensure that I'm happy with it. For some inexplicable reason, the hair I ordered more than 2 months ago was NOT ready. All I heard was, "It's coming. It's coming". Like, I ordered this so long ago - you could have done the hair ages ago and just kept it, especially because I paid in advance. What is the excuse really? When asked about the colour, she told me the wrong thing - namely, dark roots and then full colour. That was my initial request but then I definitively changed it to highlights throughout keeping a lot of black through to the ends. I even sent a picture clearly showing black to the ends. That is NOT what I got. They had to take extra time to tone the hair down because they did not initially do my updated request - which again, was given months in advance. - After Georgina did an expert braid base, I waited for 2 - 3 hours for my hair to be ready. I swear to God. Waiting. I was furious. Another woman who had boho braids service was done before me and we started at similar times. Imagine, a full head of boho braids done before a basic sew-in...ridiculous. - Then the hair came out and it was NOT what I ordered and it was wet. I had to blow dry it myself along with other stylists and the owner. They insisted the hair would be kinky and would blend, but it did not AT ALL. I asked again and again whether it was kinky and they insisted that it was but that the colour changed the texture. But the dark roots were not bleached and the dark hair was the same texture as the lighter hair, so that didn't make any sense. I asked again and again if it would blend - they insisted that it would. They already wasted so much time, so I gave them the go-ahead to sew it in. It looked ok at first but it stopped blending as soon as the humidity hit. The owner also attempted to overcharge me even though I was overtly unhappy. I paid the original agreed quote and left. - After sharing my negative feedback privately, I will say that the owner was very apologetic for my experience and offered me a free sew-in and 50% off K-tips, which was kind of her. But I was so upset about the wasted money (over 1000 GBP) I spent on hair that did not and will never fully blend in this Dubai heat, that I just wanted a refund. She only came back with responses (that appeared to come from ChatGPT) and refused my refund. Ultimately, I think the hair stylists are great - Georgina was a standout, especially for someone like me who is tender-headed. But the luxury price was not earned. Indeed, it was wasted - hair was late (even when booked months in advance) and the texture and colour was all wrong. I will take it down tomorrow. No refreshments or snacks are offered to you, the music is awful and on a loop (hardcore rap with vulgar lyrics played when I walked in and I asked them to change it), and no TV. AVOID!