Nancy F.
The restaurant staff were the only bright spot during our three-night stay starting 24/05. They were respectful and cooperative. Everything else left us feeling that the hotel had poor organization, weak service, and little concern for guest comfort, especially with an infant. We hope management takes this complaint seriously and reviews the way the hotel is run and how guests are treated. We booked after calling to confirm beach access and were told we could use Al Alamein Hotel Marassi beach. After one day, we went there and were turned away, told access had moved to the Club House. Nobody had told us in advance, despite this being one of the main reasons we chose the hotel. We were assured the alternative was excellent, but found it dirty, covered in seaweed, poorly maintained, and far below the promised standard and what we paid for. The hotline went unanswered, so we had to go back to the hotel and lose a large part of the day. Reception was cold and careless while we waited in beach clothes with our baby. We were told the manager would come in 30 minutes; when he finally arrived, he didn’t sincerely apologize or offer a real way to make up for the lost day. After hours of this, we were told they’d make an exception and let us into Al Alamein Hotel beach, but the day was already ruined. At the Club House, there were no beach towels. We were told towels weren’t allowed, even though the hotel had previously said we could request them with our hotel cards. Our room was also not the agreed King Bed. Instead, it had two separate beds in a very small room. Reception said there were no other rooms and they would try to push the beds together, but a fixed nightstand between them left the bed open on all sides and unsafe for our 9-month-old baby, who could easily fall. We reported it but got no real solution, only a promise they’d check the next day, which never happened. During breakfast, we found a dead mosquito in a dish, which was shocking and unacceptable for a hotel of this level, though we stayed calm and respectful. Housekeeping skipped our room twice despite the “Please Clean Room” sign. When we asked, they said they thought we were inside. The stay was very poor and far below what you’d expect from a hotel claiming to provide premium service. The experience was disappointing from start to finish.
