Myself, brother and cousin (23.20 and 19) have just returned from a weeks holiday in this hotel and I wanted to offer a honest assessment of the property and the service as the majority of the other reviews on this site do not give a true representation of this "5 star hotel" maybe the staff have written the reviews?
When you first arrive at the hotel it really is stunning very grand, spacious and clean but once you scratch slightly beneath the surface the cracks rapidly start to appear.
I had booked a triple room obviously as we are cousins, we arrived at the hotel at around midnight and after waiting in reception for around 30 mins we were finally presented with our room key, we then had to wait a further 15 mins for a buggy to take us to our room as it was on the other side of the complex a good 10 min walk. We went into the room and our first impressions where WOW the room was huge very clean and modern, the only issue was it only had 1 double bed. I explained to the porter that we had booked a triple room and needed 3 single beds. Back in the buggy we went to reception and I explained the situation once again to the front office manager that this what not the room we booked. In all fairness he promptly apologised and said that he would upgrade us to a room in the main hotel. We eventually arrived in the 2nd room that was no way near as nice as the first one however it did have single beds but unfortunately it only had 2. As I am sure you can imagine by this point we where very tired after travelling all day so we called down to reception to explain we needed another bed again the receptionist apologised and said he would have another bed sent up straight away. After waiting in total well over a hour and calling down to reception a further 5 times the 3rd bed finally arrived and we were able to get to sleep nearly 2 hours after checking in.
We woke in the morning feeling less tired and decided to give the hotel the benefit of the doubt and try and put the check-in nightmare behind us, little did we no this was only the beginning of the shocking service.
We had a safety deposit box in the room that broke every single day and a member of the hotel staff have to come and open it, this was obviously a pain but the worst thing about it was once again the blatant bare faced lies from the reception team "my colleague will be with you in 5 mins" on average we waited for 30 mins each day for somebody to come on open the safe as we had to be there when they did it. It would not have been half as bad if they just gave a honest ETA rather than just lying. Some days the reception would even ignore the phone.
The food at the hotel is poor very repetitive and bland thank god for the McDonald's and KFC in the mall.
The hotel staff are miserable and quite frankly rude with the exception of housekeeping they are just fantastic. It seems very clear in this hotel you have to tip to get an kind of service and in my mind you tip when you get good service?? We could see other people entering the restaurant after us and getting drinks well before us.
The drinks are ok however taste completely different depending what bar you go to unless of course the Food and Beverage Manager is doing the rounds then the drinks are lovely and the staff decorate the glasses and flip the bottles and even have a smile on their face.
The final major issue we had was towards the end of the holiday we had to be out of the room by 12 pm and the transfer did not pick us up until 4.30 pm so as with any half decent hotel they offer the shower room facility however this cannot be booked until the evening prior to departure, with this in mind I headed down to reception to book a slot only to be told not available, I then said ok fine how much is it to keep our room on and I was greeted with the same unhelpful response - at this point I just wanted to leave the hotel I asked for the manager and after 20 mins negotiating he agreed to provide us with a room to shower in 1 hour before departure,I walked away from the desk feeling quite pleased with myself. The time came to go to reception to get the key for the shower room and once again I was told no shower room available use the public shower in the gym. This just tipped me over the edge how can they even think of suggesting a 19 year old girl should shower in a public shower with all the prevy staff hanging around. Once again I found myself having a standoff in reception, this time I was there a good 45 mins and it was only when I started informing all new arrivals of how rubbish the hotel is that I finally got my own way and after waiting another 20 mins we finally got to shower before the flight.
You will also see lots of good comments about Susie the "Guest Relations" lady, I have to be completely honesty and say that it felt to us like each time she spoke to us she just wanted to put a tick in her box to say she had spoken with us. Whenever I complained to her she just came back with excuses and did not really care about the issue. In summary I would not go back to this hotel if you paid me and it is a real shame as it it beautiful it is just the service and staff really let it down - we also heard many people round the pool having similar issues to us.
P.S -The entertainment is rubbish
- Official Description (provided by the hotel):
- Iberotel IL Mercato is the latest premium luxury Egypt city hotel added to our portfolio. This exclusive five star hotel located in Hadabet Om El Seed is right in the centre of IL Mercato Promenade which is home to some of the biggest International brands. IL Mercato promenade is an inspired creation from well-known Italian architect Daniele Morelli. Professor Morelli, a Renaissance expert who studied at the prestigious Accademia delle Belle Arti in Florence, is famed for his ability to accurately create contemporary buildings that are informed by iconic classical Roman and Venetian architecture that share the same sense of style, time and place.The lively, dynamic and exciting IL Mercato Promenade offers residents and visitors to Sharm El Sheikh an enchanting shopping and entertainment experience away from the city’s commotion. With 286 spacious and elegantly furnished guest rooms, Iberotel IL Mercato provides a comfortable and exquisite base to explore what is an unforgettable experience. Special facilities in the hotel include a very large spa with sauna, massage rooms, Jacuzzi, and swimming pool ( opening soon) as well as a fitness centre and three luxurious swimming pools (two heated during winter) located around the hotel.Iberotel IL Mercato offers a choice of fine dining including one main restaurant, one à la carte restaurant , one lobby bar and one snack bar offering different cuisines to cater for all tastes. It is the location in the heart of IL Mercato that makes Iberotel IL Mercato so unique and so exciting. Experience the most dazzling street market where shopping meets entertainment. Stroll and drink in the renaissance-style atmosphere or stop at one of the many street cafes. La Piazza, in the centre of IL Mercato, is the place to meet or take in festivals, concerts carnivals, and theatre from dusk until dawn. The more adventurous night owls can light up the bight with excitements and the driving beat of various clubs, discos and bars. Facilities Hotel facilities are excellent, including a selection of buffet style, a la carte restaurant, bars and shops. Three swimming pools (two heated during winter) are available for guest’s convenience. Iberotel IL Mercato also offers 24-hour concierge and room service, free shuttle bus to the beach, beauty centre, doctor service is available 24 hour, laundry service and fax service are also available. ... more less
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- Also Known As:
- Iberotel Il Mercato Hotel Sharm El Sheikh