“Can't wait for the 4th time – ignore reviews 'Disgusting' and 'Go here at your peril'”
Before we review our 3rd visit to this hotel we would like to address some of the points in the reviews 'Disgusting' and 'Go here at your peril'. Some of the things are addressed in our review. First 'Disgusting'. The hotel is undergoing a total refurbishment (travel agents are to blame if visitors are not told) and never claims to be 5* in English standards. On arrival everyone is given an envelope with a detailed map of the hotel with an information sheet inside giving details of all the hotel's amenities. It clearly states that there are two pools and that the second pool is 'heated in winter'. There are 'Do not disturb' signs, clearly visible, and free with the towel staff.
Now to 'Go here at your peril' First, if you are woken by screaming kids running past your door at 3am almost every night that is hardly the hotel's fault. Surely the best thing to do is report it to management whilst it is happening and they should then have a word with the parents! The building work on the renovation is happening several yards from the swimming pool and we fail to see how filth made the pool unusable. Maybe the odd flake of paint was blown in the pool by the wind but the hotel does everything it can to minimise disruption. This pool has never been heated but the pool by the beach is. During our three visits we have never known of anyone being ill because of the food. Very occasionally we have spoken to guests who have had a bad stomach but when you speak to them in depth it is usually a combination of too much of everything, eg sun, ice cold drinks etc. We have never, ever seen or heard waiter staff being rude or inappropriate to anyone (and we do a lot of people watching). Sometimes they would be withing their rights but they hold their tongue as it is more than their job's worth and they all value their jobs. And we are most disgusted and upset by the slur on Luca's character. As part of the animation team he does a very dangerous fire show and would not be able to do this safely if he took drugs, and he lives for his work. He finishes work with the animation team about 10.30 – 11.00 pm, chats to all the guests and then has to be back rehearsing at 11.30 pm for the next day. We have seen him with many children, young and old, and would certainly trust him with any child of ours at any age. We have got to know him well over our visits and feel that these comments are totally unjustified. (See reviews for Nubian Island, where he is highly rated.) As for the problem with flies, this is hardly the hotel's fault. It happens to be a fact of life wherever you are in Egypt when the sun shines. The Thompson rep, Rachel, is extremely helpful, as was her predecessor, Alex. In fact, she spent over 3 hours looking for a couple to help them on her afternoon off. That is not useless. The only thing we would agree with is the lightening at night in the rooms could be improved. We get round it by lifting off some of the low level lampshades at night and replacing them in the morning – not exactly a big problem, especially when you consider the price for the hotel.
Now to our review. Once again we had a fabulous time. It seems the more you go back the more you get looked after. We've received such things as bath robes to use in our room to free toothbrushes and toothpaste, and loofahs, use of a kettle in our room to a free meal in the seafood restaurant and other little goodies. You feel as if you are part of one big family. The Italians have taken over somewhat but we didn't have a problem with them. The only complaint we have is that their sound systems is so loud it may put some people off. The hotel is always spotless and the gardens well maintained and the staff always work very hard to ensure you have a memorable holiday. In fact, all the staff are absolutely brilliant. We would like to give them all a mention but as this is impossible we will say a special thanks to those we had most dealings with – Mr Georges (General Manager), Hassan (Front of House Manager), Tamar and Wael (Reception), Helmy (Head Chef), Mansour, Rafat, Khaled and Hyman (Chefs), Shenoda (Waiter) and, from the Animation Team Vacco, Lily, Luca and newbie, Hannah, who fitted in like a glove. The food is great and varied and there is always something for everyone. We think this hotel is excellent for it's 4* rating and also excellent value for money. We can't wait to return for a fourth time.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.