i have just returned from Tunisia today and this hotel and feel I should warn other potential guests before they make the same mistake we did. I did of course read the reviews on here before i went but did go with an open mind. Soooo Firstly.. when booking we were told the transfers between Monstair airport and this hotel was an hour, it was actually two and a half hours as there are many drop off along the way of this hotel is the last stop. Straight away we were "advised" by the thomas cook rep to give a "tip" to the driver.. I would have but he wouldn't even help with the cases so sorry, i wasn't tipping. When we got to the hotel we had to leave the cases fill paperwork out and then get our room keys, this was not 11:15pm and all we wanted was food and our bed. We thought it was a nice gesture that the pool bar was still serving snacks until we actually tried the food. The fries were soaking in grease and were freezing and the sandwiches were just rank! We decided just to go to our rooms, I went to get a shower and there was no hot water, i had been travelling all day and just wanted to get a shower before getting into bed, no such luck. Then to top it off the wardrobe doors nearly fell off onto me. I rang maintenance to get them to sort it. By 01:45 am they still couldn't sort the issue with the hot water, they didn't even look at the wardrobe so i said could they sort it the next day. Maintenance were also called to our other room as the lock on the door didn't work.
Without going on to much we had issues all through this holiday, the hot water was not sorted and it seems that first thing in the morning, afternoon and later at night there just is none. When the hotel is full there is not enough staff to cope with the guests with queues at the bar being at least half an hour and then bar staff moan when you order two drinks!! One night we went to reception to get them to get some more staff, even our rep said to us that they have plenty of staff just in the wrong places. In my opinion if the managers get off there backsides and do some work instead of just watching then you wouldn't have these issues.
There are also Cats wandering around the hotel and by the smell of it doing there business around the hotel, there is a sign saying don't feed the Cats but the staff do not chase them way.
Food - this was the same ever day, we were actually paying to eat out as there is only so much COLD food one person can eat. Three of us had actually being bad during our stay with upset stomach (don't think i need to go into detail). Like us, if you can't take anymore of the same food, try Shakespears restaurant, its owned by a lovely English woman and the food is cheap but really nice.. a perfect Sunday roast worked out at £5, they will even pay your taxi fare!! Or if you are heading to Kabeul its about 15 mins away from hotel and costs 5 dinar (£2.50) try el italino, they do the best pizza i have every tasted and all food is cooked fresh!!
Rooms - apart from no hot water & faulty doors the cleanliness was something else this hotel over looks. Our beds were not changed once during our stay and the mess under the bed was never cleaned away. we were actually in the room one day when the maid came to clean.. it took her 5 mins to "clean" the room.
We did report all of our issues to the rep and hotel management and our Thomas Cook rep told us that she knew they had issues at this hotel.. I really couldn't believe this.. why the hell let people come here if you know what sort of problems your guests are going to have. We completed a complaint form as we were told we would need to do this as if you just come back to the uk and then try to place a complaint, the response of your agent will be you should have reported it to your reps.
I must say that the only good point is the animation team, they work very hard to keep all the guests happy and they are a credit to the hotel. I admit the shows are not perfect but you have to give credit where credit is due and these guys are the only plus point in this hotel.
All in all, we all feel like we need a holiday to get over this one, we will never return to Tunisia again even if its free and i can honestly say i will think twice before i book another holiday with Thomas Cook.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.