I confronted a very embarrassing treatment upon check-in.
Although I said I have a residential visa to a receptionist, showing my passport & visa (the valid visa page), working ID card issued by the Egyptian government, he did not trust me, saying that those are not enough to prove my residency, thus I should pay the non-residency price. Then, I explained that I'm working here in Cairo and showed my booking record e-mail which says the "price for residency." After this silly argument on "have or not" for good 10 minutes, finally, he said it's OK but he needs to confirm this with his manager, which I did not receive any feedback nor apology from the hotel.
Then, three points I have to mention on this hotel's service.
1. The hotel staff lacked the very basic knowledge on the passport and residency. If it is an international level hotel, the staff should have been knowledgeable on such a basic issue.
2. Even if you have a question on the customer's residency status, you DO NOT have to challenge it openly in front of your customer. It was merely a waste of time for both sides. The staff should have just proceeded with the check-in and simply explained that he needs to double check the evidence later. Then, if there is something wrong with it, he can rectify it later.
This time it took me more than 20 minutes just to check-in, including this absurd discussion time.
3. Most importantly, Do NOT challenge or doubt what your customer explained, in the first place. The hotel staff should trust your guests, not doubt them. I was not sure whether the hotel would like to make their guests happy or unhappy. In the latter case, I have no incentive to choose this hotel for my holiday.
Certainly, it was not a happy welcome and was not a level of service that I expect from the HILTON stay. This problem at the entry point was like a rotten spot in a peach for my whole stay, which undermined my hotel's brand image. Plus, I was not certain whether it was due to one underdeveloped staff member's capacity or whole management issue. Furthermore, there wasn't an inch of apology nor feedback from the hotel even though, the receptionist's understanding was obviously wrong.
Therefore, this time I gave my evaluation as very poor (1).
- Official Description (provided by the hotel):
- Set on the picturesque and exclusive island of Zamalek on the magnificent waters of the River Nile, the Hilton Zamalek Residence Cairo is located in a tranquil spot between downtown Cairo and Giza and is only 12 miles from Cairo Airport. All of the luxurious guest rooms at this hotel in Cairo offer spectacular city or river views and feature modern amenities such as high-speed internet access and LCD TVs. Upgrade to an elegant suite for additional space, a kitchen, living and dining areas and terraces offering scenic Nile views. Hold a professional conference in one of 3 flexible meeting rooms, all of which feature the latest in audio/visual technology and make use of our business center. Dine on international and oriental cuisine overlooking the pool and the River Nile in Nile Breeze, listen to live music in the Tea Time Lounge and enjoy casual al fresco food and drink on the deck at Waves. Work out in the complimentary Fitness Center, swim lengths in the heated swimming pool, which features a Jacuzzi or indulge in a massage while the little ones have fun in the Children’s Play Area. Explore the Egyptian Museum, experience the exotic sights, sounds and smells of the vibrant Egyptian Bazaar, 'Khan El-Khalili' and marvel at the Great Sphinx and Pyramids at Giza. ... more less
- Reservation Options:
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- Also Known As:
- Hilton Zamalek Residence Hotel Cairo
- Safir Hotel Cairo