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“Disappointing experience in spite of fabolous beachfront; customer care needs massive improvement”

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Sheraton Club des Pins Resort
Ranked #1 of 2 Hotels in Staoueli
Munich, Germany
Level Contributor
53 reviews
53 hotel reviews
common_n_hotel_reviews_1bd8 115 helpful votes
“Disappointing experience in spite of fabolous beachfront; customer care needs massive improvement”
2 of 5 bubbles Reviewed December 18, 2010

Stayed 2 nights there with SPG promotional points (the price for a standard double room was 208 EUR per night at that time)

The hotel is mainly used by oil expats and for conventions, due to a large congress center located nearby, so the hotel is flaunting with photos of many state official visits (such as Angela Merkel and Sarkozy).

First the positive: The suite rooms (we have been upgraded, due to my platinum preferred status) are spacious, modern and provide a beautiful view on the beach. The beach has an impressive beachfront which supposedly is unique in Algier.

Most of remainder is negative:

We stayed on Friday and Saturday, which are bank holidays in Algier. Algier is one of the few countries in the world, where you can only withdraw money from an ATM if you have a VISA (or local) credit card (which we did not know before arriving). As we only had Mastercard and not enough cash with us, we asked for a cash advance from the hotel, which they first denied. A front-desk manager send us to the city center to check for banks, although he must have known that banks were closed on Fridays. After some discussion with another front desk officer we finally got a small cash advance, but we lost basically the entire first day on this unnecessary issue.

Some front-desk and concierge staff were arrogant and incompetent, others were helpful and understanding. The varying quality of customer care is a main concern for this hotel.

For example, one of the concierges send us for dinner to a restaurant in the city center that was closed that day. Furthermore, the concierge could not organize a touristic trip to the main attraction of the town, which is the famous Casbah (old-city area). We were lucky that the hotel driver could arrange his friend for us, how guided us through the Casbah (unfortunately he only spoke in French).

The hotel is half an hour away from the city center, so you cannot really be spontaneous. A hotel taxi costs 15 EUR to the city center one-way.

WIFI does not work in the rooms, but only in lobby

The hotel has 4 restaurants (Buffet, Italian, Fish, Pan-Arabic). The Pan-Arabic restaurant was excellent, although we found the belly-dancing show a bit disturbing. The Italian restaurant was below average. There is an (external) fish restaurant „Le Sauveur“ in 8 km distance to the hotel which has been highly recommended, but we did not go. You really feel isolated in this hotel.

For tourists (and probably also for most business men) it is probably better to stay at the Sofitel or St George (both are cheaper and more central). You probably would choose the Sheraton Algier only if you’re an expat that needs a beach espace on a week-end.

One last word regarding Algerian people: we met some of the most polite people there, unlike Morocco, where we locals were always trying the sell you something and often not in a friendly manner. Maybe this has to do with the fact that tourism has not touched Algerian culture yet.

  • Stayed November 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Hons_Travel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
hotelierealgiers, Manager at Sheraton Club des Pins Resort, responded to this review, December 27, 2010
Dear Guest,

Thank you for your feedback and taking the time to post your comments. We are pleased to hear that you enjoyed our renovated rooms and our Algerian Restaurant.
We reviewed your comments regarding your stay with us at the Sheraton Club des Pins. We do take all comments seriously and appreciate all the feedback we can get. We do apologize for the negative experience you had. Please rest assured that we will pass on your comments to the concerned departments and will do our utmost to improve our services.
Once again, thank you for the comments, which will help us in our ongoing efforts to improve our service. If you would like to discuss your experience with a member of the hotel staff, please send an email to chanez.tolba@sheraton.com so we may address it with you directly.

Sincerely,
Customer Service
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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461 reviews from our community

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Rating summary
  • Sleep Quality
    4 of 5 bubbles
  • Location
    3.5 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    3 of 5 bubbles
  • Value
    3 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (64)
Date | Rating
  • Arabic first
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • German first
  • Greek first
  • Italian first
  • Japanese first
  • Portuguese first
  • Russian first
  • Spanish first
  • Turkish first
  • Any
English first
washington D.C.
Level Contributor
98 reviews
88 hotel reviews
common_n_hotel_reviews_1bd8 98 helpful votes
5 of 5 bubbles Reviewed October 23, 2010

Just left Algiers where I spent a few days. I truly don't understand some of the negative reviews, as I had a great experience. Now mind you, I am not French who have a different opinion of Algeria, given their former place as colonizer. (the algerians really do not like the French for justifiable reasons and often discuss with me how they continue to act, even today, when they visit Algeria). As for me, the staff could not do enough. They were very attentive and efficient/polite. The property is very nice, clean and well run-about 1000% nicer than the Sheraton in Casablanca. The food is good, bit a bit costly. One of the best gyms I have seen, and there is a bar and disco on site. All in all I really enjoyed my stay here.

  • Stayed October 2010, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank doberman32
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
hotelierealgiers, General Manager at Sheraton Club des Pins Resort, responded to this review, October 25, 2010
Dear Guest,

We were delighted to hear that you had an enjoyable stay with us at the Sheraton Club des Pins. It was nice to hear that you like all hotel facilities as well as our services. Thank you so much for staying with us and we hope to see you in the near future.

Sincerely,

Hans-Joerg Kreitner
General Manager
Sheraton Club des Pins
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sacramento, California
Level Contributor
84 reviews
73 hotel reviews
common_n_hotel_reviews_1bd8 83 helpful votes
3 of 5 bubbles Reviewed October 7, 2010

When in Algiers, unfortunately the choices are so limited; when you factor in the safety, location, value, and amenities, as much as one would like to change the location, this is the only game in town.
I've stayed at this hotel numerous time over the last few years, and I can safely say that its consistent. Consist in that it continues to be very mediocre.
The rooms are not very clean, nor are they well appointed, the bathrooms are a disaster, good luck getting hot water; it’s either scalding or cold.

The service is poor, but they are trying. And you better brush up on your French, as English speakers are rare.

Restaurants are OK, and the exec lounge is passable.

Forget the internet, or make sure you scrub your laptop when you go home.

And the lobby bar/cafe, what can I say, it’s like a meat market if you know what I mean. Scary!!

And to top it all, the rates are comparable to what you would pay in Paris.

  • Stayed November 2009, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank MikeyR
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
hotelierealgiers, General Manager at Sheraton Club des Pins Resort, responded to this review, October 13, 2010
Dear Guest,

Thank you for your feedback and taking the time to post your comments. We are pleased to hear that you like our restaurants and our Club Lounge.
I reviewed your comments regarding your stay with us at the Sheraton Club des Pins. We do take all comments seriously and appreciate all the feedback we can get. I do apologize for the bad experience you encountered during your stay related to the room, hot water and internet problems. Please be informed that we have started the renovation of all hotel guestrooms including the piping system which will be finished by the end of the year. We also would like to inform you that we have started a special skill up training program throughout the hotel which will improve the level knowledge of our associates and better services in future.

Once again, thank you for the comments, which will help us in our ongoing efforts to improve our service. If you would like to discuss your experience with a member of the hotel staff, please send an email to chanez.tolba@sheraton.com, so we may address it with you directly.

Sincerely,
Hans-Joerg Kreitner
General Manger
Sheraton Club des Pins
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London
Level Contributor
17 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
3 of 5 bubbles Reviewed June 18, 2010

Good points - right on the (windy) beach and the front desk staff are polite and accommodating. Good internet bar on the mezzanine floor to catch up on mails, skype, facebook etc. Gym is decent and well attended, and gym staff very polite.
Not so good points - the hotel was probably splendid in its day but that was sometime in the 1980s. The food is ok apart from the syrian restaurant which is a cut above the others but do remind the waiters of your request; they are polite but absent minded. The buffet is school dinners standard and got tiresome after 2 days but one colleague who is happy to eat as much as possible irrespective of the quality enjoyed it. Burgers are good in the bar/club which doubles up as a meeting place for 'uncles and their nieces'.
Recommended only because the competition is quite weak.

  • Stayed March 2010, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Robert C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
hotelierealgiers, Brand Compliance Manager at Sheraton Club des Pins Resort, responded to this review, June 22, 2010
Dear Guest,

Thank you for your feedback and taking the time to post your comments. We are pleased to hear that you enjoyed our beach, the link@sheraton the internet station and our Fitness Center.
I reviewed your comments regarding your stay with us at the Sheraton Club des Pins. We do take all comments seriously and appreciate all the feedback we can get. We are happy to inform you that we have started a special skill up training program throughout the hotel which will improve the level knowledge of our associates and better services in future. We would also like to inform you that the hotel is under renovetion until August 2010, by then all hotel guestroom will be fully renovated. We would very much appreciate if you could contact Chanez.tolba@sheraton.com in order to discuss your experience at the Sheraton Club des Pins.

Sincerely,
Customer Service
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
India
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed December 10, 2009

The hotel is excellent and the service was incredible.
There are 5 different types of restaurants each serving delicious food. The chef personally discuss with me on the various ingredients before preparing food and the food was exactly of my choice and taste.
I paid DA20,400 per night for a room on the sea view level which we thought excellent value.
Overall I would say this is probably the best hotel we have ever stayed in on !

  • Liked — cleanliness and service
  • Disliked — entertainment
  • Stayed November 2009, traveled on business
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
2 Thank xcitement
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
24 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed November 1, 2009

Middle of nowhere and can't move yourself easily anywhere. All activities are inside fence.

Stayed May 2009, traveled on business
Helpful?
Thank Jannema
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hartford, Connecticut
Level Contributor
10 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed July 21, 2009

I live in the US and have been to Algiers 3 times. I have stayed at the Sheraton Club des Pins on all trips. This last time was the first time coming in the summer & its definitely more crowded during this time of year. The private beach is very convienant and beautiful and the hotel grounds are very well kept. People that complain about this hotel in other reviews on this site need to understand this is Algeria, its not Dubai. In Algeria, this is probably the nicest hotel. The price is worth it to be secluded from the downtown city, and the hotel has a lot of security. The health club at the hotel is one of the nicest in Algiers too. There are many restaurants to choose from with some of the best food I have tasted in Algeria, and the staff is extremely friendly. They also have highspeed and wireless internet in the rooms, that works great. I highly recommend this hotel for travelers who are looking for a reliability, more modern comforts.

  • Stayed July 2009, traveled on business
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank keropie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Sheraton Club des Pins Resort

Property: Sheraton Club des Pins Resort
Address: Boite Postal 62, Staoueli 16062, Algeria
Location: Algeria > Algiers Province > Staoueli
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #1 of 2 Hotels in Staoueli
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Sheraton Club des Pins Resort 5*
Number of rooms: 419
Official Description (provided by the hotel):
Algiers only beachfront hotel, the Sheraton Club des Pins is the first five-star resort in the country. Ideally located on the western tip of the city in the beautiful and absolutely secured Club des Pins area. ... more   less 
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Also Known As:
Sheraton Club Des Pins Hotel Staoueli
Sheraton Hotel Des Pins
Sheraton Algiers
Algiers Sheraton
Sheraton Club Des Pins Resort Algeria/Staoueli

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