We arrived at this Hotel at 7pm at night after travelling since 5am From England. When we Arrived we were greeted by a very rude reception ( And Kemi a reception staff was very rude to my kids ) and we was Told that we didn’t have a room booked with them, Luckily, we had printed all of our booking information and we provided them with this and they was still unsure. We were then told you can stay in a room for tonight only and we will come up with a resolution in the morning and we would receive a call. We didn’t receive a call and didn’t for the rest of our holiday and we did not heard anything about this.

We went to bed early that night after travelling and the next day we went to the main pool, We had a good time at this pool on this day.

A big factor is the Entertainment at this hotel is POOR. It is absolutely horrendous. We have stayed at many hotels and have not seen an entertainment team this poor. We informed reception about our view on this and was told they are in the process of changing the entertainment schedule. The Music is also poor and the DJ takes a 2.5 hour break daily around lunchtime and they have no songs during this time.

On the evening of the 18/12/24 We come to the bar and we was greeted by a Bogey ( From your nose ) in the Drink to be precise it was a sprite.

Another massive factor is the food. The quality of the food is poor aswell as the selection. A few examples is - Undercooked ( Pink ) Chicken, Undercooked Pizza ( The dough was soggy too the fact it was about to fall through this was at the Elements restaurant ) A piece of Polystyrene in a tray of Mayonaise ( At the Elements restaurant ) we also had a piece of Chicken that when we tried cutting it it flew across the table ( Main restaurant) I must mention that

Mokhtar the head chef after many times informing reception and cooking staff, He accommodated us and we was able to order food that we wanted. The selection of food is also really poor especially if you have children. We was all inclusive and we hardly ate for the first 5 days apart from Chips.

The drinks menu is very small with not much option ( Cocktails and Mocktails menu ) but Bar staff are the Best people in the hotel and are very accommodating to your taste.

We have also had problems with our cleaner who was taking things from our room and then bringing stuff back every 20 minutes ( Lamps Ect. ) for tips and he was constantly knocking on our door expecting a tip to the point we didn’t have our room cleaned as we didn’t feel comfortable.

We had “Fresh” towels from the cleaner and when we come to use them they were covered in dirt and lots of mud and dirt at the bottom of the towel.

The entertainment team from this hotel offer a Hard Rock Cafe Karaoke trip 2 Days a week. We went on one of these trips and paid 5,000 Egyptian for 4 Adults 2 Children which is around (£75 Roughly) and we was told ALL Drinks are included and 20% Discount was provided on all food and deserts) We arrived at Hard Rock Cafe and there was a extremely small all inclusive menu of drinks that had hardly any drink variety. It then came to paying for our food and we asked about the 20% off to then be told that there was no discount on food and we had been lied to about this. As you can imagine we was frustrated and asked for a fraction of our money back as we felt we had been miss sold something and we was then told the Entertainment manager would speak to his boss. It turns out he didn’t speak to his boss and basically refused to give some money back as he would have to pay out of his money. I understand this but we shouldn’t have been lied too to make us pay for Hard Rock Cafe. The entertainment employee who come with us to Hard Rock Cafe ( I believe her name was Lena ) was so unhelpful and sat on a different table and didn’t speak to us all night.

Christmas at this hotel was also so so POOR. This had to be the worst Christmas experience we have had abroad. Again this leads down to the animation team.

Despite all of the negatives certain members of staff made our holiday better despite us having an awful experience some of them are -

Kero - Your bar

Beshoy - Pool Bar

Ahmed - Your bar

Ahmed - Bus driver

Elhosiny - Your bar

These members of staff made our holiday better again despite our situation. And i want to say a big thankyou to them.

I would not rate this hotel at all.