We stayed at this hotel at the end of April. We booked a 5* luxury hotel, or so we thought. The hotel is nice, but it's not luxury nor does it deserve a 5* rating.
Our flight was delayed by six hours, so we arrived at the hotel at about quarter to ten, very tired and very very hungry. We spoke to the staff on the front desk, who said that a late lunch would be served in the dining hall at 11.30pm. We had a shower and changed, then went back down just before 11.30 to ask where the dining hall was. No one seemed to know which hall the food would be served in, and we were told to "have a walk around and look, food would be served any minute so we would be able to see where to go." I wasn't too impressed with that, but we had a wander round. Everywhere was closed. We asked a few members of staff we came across as we were walking around the hotel grounds, about where food was served, and they were very dismissive, telling us they didn't know and we should ask at the front desk. We went back to the desk, to be told that dinner finished at 10pm, and that if we had wanted a late lunch we should have booked one. The member of staff on the desk was so rude to us. I explained that we had arrived with time to go and eat at the allotted time, but had been told to wait until 11.30, by three seperate members of staff on the desk. We were told, "You can eat, but you must pay." I was very angry, we had booked all-inclusive but we were expected to pay for our food because staff had made a mistake. We ordered some food and charged it to our room, I told the member of staff on the desk that I wanted to speak to a manager, he told me that the manager was busy and didn't have time, so we had to wait until the morning.
The food we ordered to the room was lovely, hot dog and a grilled chicken sandwich. The price was very reasonable, but it wasn't really the point...
In the morning we asked to speak to the manager again - and got the same response. He was busy. My husband said we would not leave the desk until a manager came, the member of staff disappeared and magically came back with the manager. He wasn't interested in talking to us at all, and simply said there was nothing he could do. Very dismissive and unhelpful.
We spoke to our rep, who spoke to the manager for us, and we were given a free late checkout for our inconvenience. Thank goodness for the rep - at least someone was being helpful! The manager didn't bother to come and apologise for the way we had been treated by his staff, although the rep did apologise on his behalf.
We booked a late lunch one night as we had booked an excursion that day. We were told our food would be brought to our room at 11.30pm. At 11.40pm we called reception and asked where it was, we were rather abruptly told to come downstairs to the dining room for it. My husband went downstairs, the dining room was closed. He went to the front desk, and they said they had forgotten to book our late dinner for us!! The manager gave him a breakfast box (three stale pastries, a box of pineapple juice, a banana and an apple). He did manage to apologise for the confusion this time.
We had been given a free late checkout on our last day, due to check out at 5pm. However, at 4pm someone came to our door asking us to leave the room. We explained we had a late checkout and he left. At ten past four, someone rang to ask us to leave, we explained again and he said our checkout was at four. My husband said we had arranged it with the manager to be 5pm, and we would not be leaving the room until 5pm. At quarter past four (just five minutes after!), we got another call asking if our bags were ready to collect. My husband explained again, and asked that we were not contacted again until 5pm. It happened again at half past four, twenty to five and at ten to five! Absolutely laughable... Very disorganised, with incredibly appauling service.
On one of the evenings, I accidently closed our patio door and locked myself and my husband out of our room. (Oops! Be careful, you can't open the doors from the inside!) We alerted a member of staff, who was walking past. He said he would come back with someone. Half an hour passed and no one had come back, so we called down to another member of staff, waited about 15 minutes, still no one. Then we saw a chef who was on his break smoking a cigarette below our balcony, and told him we had been waiting for 45 minutes, had told two people, and please could he get someone to let us back in. He went to get someone and came back immediately, with a manager and a security man. The security man who came to let us back in asked how long we had been waiting, I told him it had been almost an hour, and he apologised profusely and said someone should have come sooner. Which made me think that they had perhaps been aware but no one could be bothered to call security about it. Locking ourselves out was a bit stupid, but the staff didn't seem too bothered about it! Luckily we didn't have any children with us, I would have been beside myself if they had been in the room with us locked out. The manager did not speak to us at all, only the security man.
The hotel itself is quite pretty. Simple, but pretty. The rooms are spacious, although the views are not as spectacular as we were led to believe. The standard of cleaning is impeccable. Our rooms were cleaned every day without fail, including clean towels. The beds were made every day. We were extremely happy with how clean our room was kept. everything was.
However in the pool bar, hygiene left a lot to be desired for! We repeatedly saw birds landing on burger and cake tongs outside by the pool bar, the staff just picked up the tongs to move the birds and carried on cooking. Didn't wipe them down or anything! Cups were repeatedly rinsed under the sink tap and given back out to other people. They did put up a notice saying that guests had complained about this, and it was just a pre-rinse before the dishwasher, but myself and other guests saw the cups and plastic glasses being rinsed and handed right back out - no dishwasher in sight. We ate there once and the burger and chips were ok, but after seeing all those birds collecting on the cooking things, I couldn't stomach it again.
The food in the restaurants was varied and plentiful. It wasn't amazing taste-wise, but it was pleasant enough. I found the huge queues for food at the evening meal a pain in the neck though! We were not allowed to sit where we wanted to, despite other tables being free staff insisted that we sat where instructed. The wine was watered down, but the beer was lovely and kept very cold.
The beach is man made, with very rough sand. I tried to have a paddle but had someone from the hotel screech a whistle at me and tell me I wasn't allowed. He wouldn't tell me why, just walked away! My husband went snorkelling off the jetty by the hotel, he said there were quite a lot of fish to see there. There are plenty of sun loungers, with pretty little wicker-type parasols and small tables. When the red flag is flying on the jetty, it means it isn't safe to snorkel, the yellow means be cautious. When I red flag was up, I asked the member of staff supervising the jetty what the red flag meant, he told me what it meant no swimming was allowed. But there were at least 5 people snorkelling right next to him! Very confusing... Pool towels are available, but you are only allowed one per day. My husband spilt his drink on his, and the towel person refused to give him another one!
Overall, a nice hotel, good food as far as all inclusive goes. If you want a reasonably priced middle range holiday, then it does the job. Beware of it being marketed as luxury or a five star (as equivalent to in the UK), as it is definately not. Our holiday was six nights and cost just over £1000, which was an extortionate amount for what we got. Had I have paid £400/500 then I would probably have been happier. I was very disappointed with the standard of customer service. The staff were generally not very helpful (although the odd few were), but the attitude of the management was just absolutely appauling, I've never experienced anything like it. The gentleman who cleaned our room was wonderful, very polite, very helpful, I honestly could not fault him. It's a shame the management don't have the customer service skills that the cleaning staff have!
- Official Description (provided by the hotel):
- Perfectly laid on the shores of the Red Sea, with private 300 meters long sandy beach, own stunning Coral reef, 90 meters away walk on the hotel own jetty, The Sharm Grand Plaza reflects peacfulness, tranquility and comfort.The one and only resort in Sharm featuring a 2 double queen size bed in all rooms "160 cm wide", Our aim is for you to relax and enjoy the wide range facilities of pools, entertainment and Dinning experiences. ... more less
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- Also Known As:
- Sharm Grand Plaza Hotel Nabq Bay
- Grand Plaza Hotel
- Grand Plaza Sharm El Sheikh
- Grand Plaza Resort
- Sharm Grand Plaza Sharm El Sheikh, Egypt - Nabq Bay