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“Terrible Service.” 1 of 5 stars
Review of Grand Rotana Resort & Spa

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Grand Rotana Resort & Spa
5.0 of 5 Resort   |   Sharks Bay | P.O.Box:296, Sharm El Sheikh, Egypt   |  
Hotel amenities
Ranked #55 of 228 Hotels in Sharm El Sheikh
Kelvedon, United Kingdom
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
6 helpful votes 6 helpful votes
“Terrible Service.”
1 of 5 stars Reviewed May 11, 2013

We recently stayed for 2 weeks directly after Easter with our two children.
Rooms:-
We originally booked garden view rooms however upon arrival we found that all garden view rooms are situated at the front of the hotel with the main access road running straight through them - potentially very noisy.
We upgraded to Grand Dulux rooms on the top floor of block 6. The rooms were both clean and well sized with a wonderful view over the pool and sea. The only problem being, that as all the hotels rooms have external corridors they can be quite noisy, block 6 backs directly on to the entrance of another hotel so we were continually woken by coaches picking up and dropping off throughout the night. Wasn't too fussed about this, covering the door with cushions from the balcony sofa resolved it. Whilst this dealt with the coach noise it did nothing at all to dampen the noise of the next door hotel's animation which went on in to the early hours every other night. The night manager confirmed this was a common problem and moved us in to so called premium rooms in block 2 facing directly on to the beach, the room was not as good as the grand deluxe! Only stayed in this room for 1 night as it backed on to the disco. For some reason the hotel considered it acceptable to leave the doors to the disco wide open at 1 o'clock in the morning with music blaring out. Finally ended the holiday in a room at the far end of block 1 - which was superb. It’s worth popping back to your room half an hour or so before you leave the pool/ beach as this gives you the opportunity to remind someone that your room hasn’t been serviced. Generally there is an acceptable low standard set for guests convenience and comfort.
Meals:-
We arrived early evening and ate in Ramses, the only place to eat free if you are all inclusive; the food was at best adequate. Service at Breakfast the following morning was dreadful, the staff were only interested in getting your room number, after this you're left to fend for yourself in a large dining hall full of dirty messy tables, the game is to find the cleanest table you could and then get someone to clean it and re-lay it for you. If you expect someone to ask you if you want tea or coffee don't waste your time. This was not a one off experience it was repeated every day for 14 days - Absolutely AWFUL.
As we couldn’t bear the thought of eating in Ramses for lunch and dinner we had upgraded to Ultra all inclusive by lunch time the first day. UAI allows you to eat at Mezzaluna and Palms Bar & Grill for lunch and dinner and Silk Road for dinner. Our first attempt at Palms we were served starters and main courses at the same time – quite amusing really! For about 75% of the time we ate at Mezzaluna, which had a good Italian menu and was the only place in the entire hotel that came close to 5* service - Top marks and a big thank you to Malik and team!
It is worth noting that if you book all inclusive you can only get a drink in the evening at Ramses or the sky bar, so unless you fancy spending your time in a school dining hall you’re stuck with the sky bar and the extremely rude staff that work in it. A word of caution:- if you see a couple of large empty tables in the bar with a small bottle of water on them do NOT sit anywhere near them . If you do a bar man will promptly shout at you indicating in poor English that you are extremely stupid for not recognising the world renowned custom of reserving tables for those who tip you well - all others be dammed!

General
The grounds are superb and the hotel is generally very clean and tidy except for the ladies toilets, my 8 year old daughter emerged from one in tears as the smell was so bad and my wife refused to use them. The all-male staff do not pay the ladies conveniences the same attention as the males.
The pool staff are pleasant and attentive. The hotel does not have its own animation team, instead it gives free reign to an Italian tour company to use the public address system around the swimming to shout (very loudly) at a handful of Italians partaking in Aqua Gym for 1 ½ hours every day apart from Sundays.

In summary, as the pictures indicate, this certainly has the potential to be a very good hotel. As it stands at the moment though they don’t have a clue about service and neither do they want to – which is a shame.

Room Tip: Unless you're palnning on eating outside the hotel Ultra all inclusive is, unfortunatly, the onl...
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  • Stayed April 2013, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandRotana, Manager at Grand Rotana Resort & Spa, responded to this review, May 15, 2013
Dear Mathew,

Thank you for taking the time to review our hotel. we sincerely regret the inconvenience that it may have caused you and would like to assure you that situation does not reflect the standers, the procedures nor the spirit we conduct our business at Grand Rotana or at any of our Rotana properties & please rest assure that we are taking the steps to resolve the issue.

Once again, we would like to thank you for sharing this matter with us and for giving us the opportunity to improve further our standards.

Best Regards,

Azmi Sami
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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867 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (139)
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English first
Senior Reviewer
9 reviews 9 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
2 of 5 stars Reviewed May 9, 2013

At best i would give this Hotel 2/3 star because of the service level. very poor.... only a hand full of staff were exceptional. shame coz the hotel has really nice parts to it.

Arrival:
on arrival the private taxi dropped us off, we had to unload the luggage our self as there was no door man present. we then waited approximately 5 mins in the hope that some one would escort us to the reception and help with luggage. After 5mins my wife carrying my 13 month old daughter walk into the reception and asked for help at, she was told to go back outside and wait some one will be there shortly.......(Unbelievable).

Check in:
after check in, we were then escorted to our room which was on the 5th floor (no lift). From reception was two floors up and had to clime the stairs. (this is a 5star resort with only one lift in the entire hotel, which is not easily accessible).

Room service:
spent £40 GBP on diner which arrived Luke warm and very bland. I wouldn't say it was disgusting but maybe if it was hot we would have finished it.

8 nights stay and most of the time we ordered room service the food was just Luke warm.

most of the staff don't speak English very well and is a quite difficult communicating.

Ramses restaurant: breakfast
sorry to say but out of all the hotel/resorts we've been to, this is by far the worst. Every morning same food very bland. only the fruit juice was nice and the fried egg. also every time we ordered tea it arrived without a tea spoon and had to keep on asking for one ?????


on our 3rd day we went out of the hotel for day trip, on arriving back to the hotel i was pushing my daughter on her buggy, came to the door again no one there to greet or help.....only to my shock one guy was sitting on the table texting/playing with his mobile phone and did not bother to get up and help with the door......this was just so shocking for a 5* resort. (later on i found out he was hotel security, still that's no excuse)

check out:

the guy that was serving me was actually serving two other people at the same and was quite difficult gaining his attention: very poor

overall the staff are not at all customer focused only a few are exceptional to name a few: Ehsan concierge, Ayman room cleaner, The two big fellas at the Gym, The water sports guys all of then brilliant friendly and kind. one waiter at the palm grill sorry didn't get his name.......and that's all, what a shame so called 5 star resort robbed us of what should have been a great holiday.....

once we returned to the UK i received an email asking for feed back. i wrote back everything i wrote above and its been nearly 2 weeks no reply, not even a sorry we will make it up to you next time ...... :(

Room Tip: Don't choose any go stay somewhere else.....please save your self the disappointment
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  • Stayed April 2013, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandRotana, Manager at Grand Rotana Resort & Spa, responded to this review, May 15, 2013
Dear Sir,

Thank you for staying with us during your last trip to Egypt. we are sad to hear that you have not fully enjoyed your stay with us and we are apologize for the inconvenience caused and please rest assureed that we are taking steps to resolve the issues.

Regards,

Azmi Sami
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cairo, Egypt
Contributor
18 reviews 18 reviews
11 hotel reviews
Reviews in 9 cities Reviews in 9 cities
26 helpful votes 26 helpful votes
5 of 5 stars Reviewed May 8, 2013

This was my second visit to this amazing hotel this year. And both experiences were up to the same execelent standard. At this hotel, it is very clear that all staff KNOW how to treat and deal with a guest in a very welcoming, helpful and pro manner. They have an amazing landscape and greens are very well kept. Big swimming pool with a nice water slide. nice clean & relaxing pool seats. And the Gaccuzi ....oh my .... It is an out door one overlooking from a great height the red sea. This was the peak of my relaxation . . . this was were i didn't want this vacation to end :(. Food is extrememly special, breakfast had a wide selection of everything, dinner as well was very nice.
I stayed at the deluxe rooms overlooking the sea with a front garden. Rooms have a modern style, very clean, comforting and well equiped.
About the Zen spa, I tried a couple massage with my wife, it was our first one, but it was really relaxing, pro Thai girls and puts u in a very different mode. unforgetable one.
The location of the hotel is not of a waking distance from any attractions in sharm like Naema bay or old market, but hotel has a shuttle or call a limo from hotel.
This hotel was really a great vacation experience and don't hesitate to go if u need relaxation and fun.
To management: u r doin a gr8 job guys, plz keep it up.

Room Tip: Sea view rooms, don't miss it
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  • Stayed April 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandRotana, Manager at Grand Rotana Resort & Spa, responded to this review, May 15, 2013
Dear Ahmed,

Thank you very much for taking the time to review our hotel. Your comments will be passed on to the team.

We very much look forward to welcoming you back.

Best Regards,

Azmi Sami
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cairo
1 review
1 helpful vote 1 helpful vote
2 of 5 stars Reviewed May 7, 2013

My wife and i have just flown back from Sharm, the hotel I have stayed there couple of times before being though the last time in 2007 or 2008 don't remember the exact year but was a fascinating hotel with stunning landscape and views! the rooms are spacious and clean, though sometimes the housekeeping you will find cleaning the corridors to your room and to your surprise the room itself was not even touched yet That lets say we had the "do not disturb sign on" till midday as we where out the night before, but still they sow that it was removed so i believe a room a client has the priority then the corridor,.. Anyway when it comes to food nothing is edible in the hotel my wife and I where only having fruit juices to give us energy till we went out of the hotel to have a fine dinner, the service even at the restaurants are rude and you have to order couple of times and nothing moves except to Bahaa at the Palm Grill on the beach was fine in the 1 st day that we arrived but unfortunately the food was a downner so we did not even think of going there again, the silk Road restaurant was the most disgusting Asian food i had in ages junk Asian tastes even better then that crap. the main restaurant is full of Russians and too small to think that you can enter it tried it but i hate open buffets and that is why we had booked the Bed and breakfast to have the freedom of enjoying what to eat from all the restaurant and option of different food typed that i remembered and confirmed the hotel offers!!!!
In conclusion if the management do not come up with a solution with the F&B problem then i rather prefer to stay in any other surrounding hotels then the Grand Rotana next time I am in Sharm, I heard from colleges that should try 1 of the local managed 5 start resorts in Nabq area, thinking of doing that next time in Sharm

Never again with any of Rotana hotels at least in Egypt!!!!!!!!!!!!!!

Room Tip: Sea front rooms are the best with direct access to the main pool and beach !!!!!!!!!
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  • Stayed May 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandRotana, Manager at Grand Rotana Resort & Spa, responded to this review, May 15, 2013
Dear Tromi,

Thank you for taking the time to review our hotel. we sincerely regret the inconvenience that it may have caused you and would like to assure you that situation does not reflect the standers, the procedures nor the spirit we conduct our business at Grand Rotana or at any of our Rotana properties & please rest assure that we are taking the steps to resolve the issue.

Once again, we would like to thank you for sharing this matter with us and for giving us the opportunity to improve further our standards.

Best Regards,

Azmi Sami
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
2 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
3 of 5 stars Reviewed May 7, 2013

We booked a week here with friends on an all-inclusive basis, having done the same many times before at different resorts worldwide. To say we were disappointed does not even begin to describe how we felt. All-inclusive here does not amount to much - this hotel operates a 2-level system where you have to pay extra to be Ultra All-inclusive or be made to feel like a second class citizen. All meals have to be taken in the main dining hall which is ok (a bit like a school canteen) but the food is not really very good, is usually the same every day and is also exactly the same for lunch and supper. We have fairly cosmopolitan tastes when it comes to food but often struggled to find something we wanted to eat. If you want chips you have to pay extra and order them from the waiter (we did this once but even then they never arrived). Waiters also very slow so plates tend to pile up before they are cleared. Every meal time was a bit of a bun fight so you have to sharpen your elbows.

There are 3 other (very nice) restaurants on site but these were out of bounds to all-inclusive guests unless very early or very late and the 'all-inclusive snacks' on offer would not have been out of place in an Albanian fast food restaurant. All-inclusive could eat here from the main menu on payment of $15 per head each time. As the menu food was very good at these places, this was actually not too high a price to pay occasionally but it was disappointing that they were not part of the all-inclusive element.

We were able to use the pool bar during the day but it was obvious that there was one drinks menu for all-inclusive and another for the Ultra people so we were never sure what we could have without being charged extra (like the kids' milkshakes). In the evening, we were only allowed to get drinks from the Sky bar which was ok but it seemed silly that we were not allowed to get them from the main lobby bar which was always empty. In the whole week, we never saw anyone with a drink in the lobby....

Ice cream was only available between 3pm and 5pm and woe betide you if you were 5 minutes late!

I could go on but you get the idea. If you pay the extra to be Ultra all-inclusive (about $30 per person per day), you would probably have no complaints.

The hotel itself is very nice and the pool is lovely - the children really enjoyed the water slide and snorkelling in the sea. Our rooms were ok but our friends had a huge number of mosquitos and we all made sure we put anti-bite spray on in the evenings.
Staff were friendly and the gym was very good. No free wifi is also a major drawback - can't believe it is not on offer.

All-in-all we had a good time but would not go back.

  • Stayed April 2013, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandRotana, Manager at Grand Rotana Resort & Spa, responded to this review, May 15, 2013
Dear Murphy,

Thank you for taking the time to review our hotel. we sincerely regret the inconvenience that it may have caused you and would like to assure you that situation does not reflect the standers, the procedures nor the spirit we conduct our business at Grand Rotana or at any of our Rotana properties & please rest assure that we are taking the steps to resolve the issue.

Once again, we would like to thank you for sharing this matter with us and for giving us the opportunity to improve further our standards.

Best Regards,

Azmi Sami
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed May 7, 2013

So it's our 1st time to Egypt and after much conferring we decide on the Grand Rotana in Sharks Bay Sharm El Sheik. Oh my word what an incredible experience, we flew from East Midlands with Thomas cook and it was fantastic from start to finish the staff were great the food on the plane was great everything about the checking to landing was awesome and I have to say they are not usually one of my favourite company's to use but they exceeded themselves this time.

We landed and this is my only real gripe when you don't have change an they expect a tip for dragging your cases to a taxi then you pay for the taxi and the driver wants a tip and feigns with the 'I have no change' look but that was a lesson learnt.

We booked in an the room was huge but no balcony which as it turned out was not an issue, huge flat screen tv with some fantastic film channels and plenty of news.

The cabana guys couldn't do enough for you setting your beds up getting umbrellas for shade and the pool oh wow the size of 3 huge pools all put together.

Food was good and only slightly repetitive after4-5 days but you MUST try Silk Road as their menu and food was to die for.

We visited Naama Bay using the hotel shuttle and whilst a little hectic at times we enjoyed the experience, we also used one of the hotels many limos to go to Soho Square and to be honest I was disappointed with the square as there just wasn't enough to do or see, which appears tro be the opposite of what a lot of people say.

In all I was very very impressed with the hotel and the ambiance it created, there appeared to be plenty to do although for us it was a recharge holiday. The snorkelling was such a great relaxer and we have many great photos of the thousands of fantastic colourful fish that inhabit the reef.

For me personally my holiday love apart from the wife ;-) is skiing but this year due to a knee op we ended up here instead and I have to say I am struggling to have a bad thing to say about it, although 'the wife' is now looking at the Rotana in Dubai, so if anyone from the Rotana establishment sees this review I would appreciate a couple of free on the house holidays if they are going spare..............cheers

Room Tip: If you want quiet away from the pool pick block 7, if you want to be on top of the pool pick block 6...
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  • Stayed April 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandRotana, Manager at Grand Rotana Resort & Spa, responded to this review, May 15, 2013
Dear Chris,

Thank you for your kind words and we would like to assure you that your comments will be shared with all concerned departments.

we hope to see you again very soon.

Regards,

Azmi Sami
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Cairo, Egypt
Contributor
12 reviews 12 reviews
9 hotel reviews
Reviews in 7 cities Reviews in 7 cities
15 helpful votes 15 helpful votes
1 of 5 stars Reviewed May 6, 2013

Great location, great beach, nice rooms but the worst ever staff. The staff needs a turnaround, each and everyone needs to remember how to treat his customers. The house keeping are always late, they do not clean the room in the morning while everyone is on the beach. One of the house keeping crew just stepped in the elevator while we were standing in the que

Stayed May 2013, traveled with friends
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandRotana, Manager at Grand Rotana Resort & Spa, responded to this review, May 15, 2013
Dear Mohamed,

Thank you for taking the time to review our hotel. we sincerely regret the inconvenience that it may have caused you and would like to assure you that situation does not reflect the standers, the procedures nor the spirit we conduct our business at Grand Rotana or at any of our Rotana properties.

Once again, we would like to thank you for sharing this matter with us and for giving us the opportunity to improve further our standards.

Best Regards,

Azmi Sami
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Grand Rotana Resort & Spa

Address: Sharks Bay | P.O.Box:296, Sharm El Sheikh, Egypt
Location: Egypt > Red Sea and Sinai > South Sinai > Sharm El Sheikh
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#21 Business Hotel in Sharm El Sheikh
#35 Top resorts Hotel in Sharm El Sheikh
#35 Spa Hotel in Sharm El Sheikh
#46 Romantic Hotel in Sharm El Sheikh
#48 Luxury Hotel in Sharm El Sheikh
#50 On the Beach Hotel in Sharm El Sheikh
#61 Family Hotel in Sharm El Sheikh
Price Range (Based on Average Rates): $
Hotel Class:5 star — Grand Rotana Resort & Spa 5*
Number of rooms: 526
Official Description (provided by the hotel):
Palms Bar & Grill Located on the beach front, Palms offers BBQ, Seafood catch of the day mixed grill, crispy salads and exotic cocktails throughout the day. Guests can relax under the shade of the beach hut and enjoy a refreshing drink while admiring the spectacular view of Tiran Island and the Red Sea. Palms Bar & Grill is included in the Ultra All Inclusive Formula Opening hours from 09:00 AM till 18:00 Pm In Winter from 19:00 PM till 22:30 PM In Summer from 09:00 Am till 18:00 PM & from 19:00 PM till 23:00 PM ... more   less 
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Also Known As:
Grand Rotana Resort And Spa
Grand Rotana Hotel Sharm El Sheikh
Grand Rotana Sharm El Sheikh

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