Fun city.... It's in the name of the hotel! NO FUN!!!
I'll start by sayin that this was the worst holiday I have ever had, Thomas cook should be thoroughly ashamed and embarrassed by their " new addition". Management need a wake up call and should step out from behind their desk!
The current unrest in Egpy was of great concern to myself and to other families traveling there, but Thomas cook assured us that there was no problem within the hotel, or Hurghada. How wrong could they have been.
After traveling with my husband and 4 year old son we just wanted to eat dinner, have a quick look around and go to bed ready to hit the Aqua park... The room was not what we had booked and had to argue with reception to be moved, my son was not sleeping on a camp cot for the week... And I'm married, I expect to share the same bed as my husband, we ended up with 3 separate beds!
Safe in the room had been left locked by previous guest... They wanted me to wait 48 hours to get it sorted... Yet again and to Argue with them to fix it there and then...and I was right to do so, as our room was " broken into" they use a key card system and everyone seems to have access to the rooms... Our bags had been gone through, clothes.. And my sons toy story " woody " was stolen, they refused to get the police, Thomas cook then told me I needed a translator to visit the police, then another rep said they advised not visiting the police ....
We had English guests tell us within hours of being there the hotel was terrible... the rep was no help. I questioned why the water park was only open for 3 hours a day.... After all myself and other families chose this hotel because of its aqua park.... I have a 4 year old child who is powerd by the Duracell bunny... He was devastated the slides were closed... We had no wave pool.. No rapids to go on... Limited inflatables to use on the slides.... The stairs up where coverd in bird poo.. Dirty and no safe!
I had members of staff several times try and take my son by the hand and walk of with him.... I'm lucky I had one child with me...
The pools were not cleaned, they were discussing, not tested, a film sat on top of the pool, dead bugs, cups and food on the bottom of the pool.... Broken times and botched up repairs, grates broken, it was a walking disaster!
The food was poor... Under cooked or over cooked, bad choice for children, no hygiene policies for staff to follow and cups that even my 4 year old found to small... I'm 35 I don't need to drink out of a small plastic cup.. Tables not cleaned down properly, constantly taking items away whilst trying to eat... Eticit is something they need to learn....
All facilities closed down, all restaurants less one were open... And it was not big enough to accommodate all guests who were there... Some were told to eat their dinner on the grass out side!!!
By this point tensions were high, and the Thomas cook rep seemed over whelmed! He quote " thank you for seeing me as a person. Not just a Thomas cook rep" working in the hotel industry myself, you are the face of the company you work for, you ned to keep calm and collected and not let guests see your stressed!! We were spoken down to, patronised and insulted, treated like dirt and the whole experience was unpleasant. Thomas cook emergeny helpline... I phoned 4 times before someone answered... And then It was limited English!
In the end i called the British embassy... Who thank god were great! All Thomas cook guests were moved out of fun city to a near by resort... But sadly not an aqua park!! The whole purpose of booking fun city was for its aqua park! We lost 3 days due to stress and not being able to use the facilities!!
All English who moved seemed a lot happier in the new hotel, but what a way to start your Holliday! I was more shocked to find out that once in the new hotel Thomas cook still failed to tell those who were flying out to fun city that it had very limited facilities... Why??? It's bad customer service and damn right shocking! You need to tell your paying guests if their chosen hotel is no longer available, not once they sit on the coach and are given 5 minutes to make their mind up....
Kids club???? No English staff and very poor conditions!!!
Wifi was cut off... Why was this?
The hotel clearly didn't want to run any of it's facilities and provide us with the service we expected... But we're happy to take our money!!!!!
We have retuned with items missing, tainted memories, and now 2 out of 3 of us have been to visit the doctor with medical problems!!!
Would I use Tomas cook again??? No... Would I visit Egpty? No.... I like everyone else who booked with Thomas coo put our trust in such a well known comapany we paid a lot of money for a family holiday for thomas cook to lie, be deceitful and rip everyone of us off... They showed no compassion for those of us who had children and the stress it caused!
I would avoid this hotel at every cost! You'd be better off booking Skegness for a week, at least you know what your getting!!!!
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