Enhancing customer experience through personalization with Ziad Sleiman, GM of The Meydan Hotel

One hard truth about running a luxury hotel in Dubai that is rarely discussed is the relentless pressure to continuously innovate and exceed guest expectations. In one of the world’s most competitive luxury hospitality markets, hotels must consistently deliver distinctive experiences, exceptional service and cutting-edge amenities to attract and retain discerning travelers. This creates ongoing pressure for management and teams to adapt quickly to evolving guest preferences, emerging trends and rising standards, while maintaining the level of excellence expected from a luxury brand.

The Meydan Hotel sits beside one of Dubai’s most iconic racing destinations. How do you transform that adrenaline into a hospitality experience guests feel the second they walk in?

To create memorable experiences at The Meydan Hotel, we focus on several key elements. We design the entrance to reflect the grandeur of horse racing through elegant decor and displays that celebrate the sport. Furthermore, our trained colleagues share racing stories and engage with guests, enhancing their excitement. Racing-themed dining experiences and events further immerse guests in the culture. Additionally, we align the ambiance with the energy of race day through carefully selected music and visuals that elevate the experience. Meanwhile, guest feedback is continuously collected to refine and enhance every stay.

Luxury travelers today are harder to impress than in previous years. What still genuinely surprises and excites your guests in 2026?

Luxury travelers today are more experienced, so what genuinely surprises and excites them is authenticity combined with personalization. At The Meydan Hotel, guests are particularly drawn to tailored experiences that reflect their individual preferences. Notably, exclusive dining experiences with local chefs and immersive cultural workshops offer a deeper connection to the destination. Equally, innovative wellness programs, seamless technology integration and meaningful sustainability initiatives resonate strongly, creating memorable moments that go beyond traditional luxury. These experiences foster a genuine connection with both the hotel and the local community, leaving a lasting impression on travelers.

What are your plans for the hotel?

My plans for the hotel focus on further enhancing the guest experience while reinforcing our position in the luxury market. I aim to expand our cultural programming through curated events, eco tours and workshops led by local experts. Furthermore, sustainability will remain a key priority, with a continued emphasis on local sourcing and environmentally responsible practices. We are also developing more personalized itineraries tailored to individual interests, enabling guests to connect more deeply with the local culture. Through these initiatives, I seek to create even more meaningful and memorable experiences for our guests.