Regency Hotel and Spa

The staff were a real bright spot, always cheerful and helpful, and the entertainment team made a lovely effort with my daughter. The photographer was professional and fairly priced, and the man in the hotel shop was especially kind and spoke very good English. The food was average but edible. The problems became hard to ignore during our two weeks. The place looked large, clean, and welcoming when we first arrived, but corridors on floors 1 and 2 often smelled strongly of cat urine and faeces. There was also a fuel-like smell in parts of the hotel. The indoor pool felt grimy underfoot, and rain came through the dome ceiling into the pool area. Outside, raw chlorine was added to the pool while guests were around, without warning signs. Some guests got chemical burns after entering without knowing. Bar service was slow, and it often seemed local guests were served first. The outdoor bar stayed out of order the whole time. Most entertainment was in French, so we couldn't follow it properly, and some male staff could be overly forward with women, which was uncomfortable. The excursion seller, “Ali Baba,” was rude when we turned down activities. There were good people and services, but I wouldn't rate this as a real four-star hotel, three stars at most. With these issues, I wouldn't come back.

The location is great, and the food was lovely, with nothing for me to fault there. Mamasitta was very personable, Ali Baba was personable too and offered good excursions, and Ahmed, the guest relations manager, listened attentively when we raised concerns. The entertainment team was okay, though the main shows could be much better. The hotel has potential, but a lot needs attention. Our room had broken tiles, a shabby shower, a fridge that didn't work and was rusty inside, dirty grey towels, a dead phone, and air conditioning that worked poorly. The cleaner ignored our request not to come in, then only made the bed and changed towels, leaving the rubbish for the whole week. The lifts were unreliable. In the lobby toilets, sink taps didn't work and the middle toilet kept flooding. Sunbeds and little tables needed a proper clean. Bar service was dreadful. Locals were served first, and staff went out of their way for French guests in both the bar and restaurant. Glasses seemed just rinsed, not washed, and many soft drinks were flat because lids weren't put back properly. We spoke to Ahmed, but any improvement didn't last. The pool bar was out of order for our stay. We were promised a courtesy room at checkout, but reception initially said no. We spoke to the general manager and then got one. I'd only consider returning if the standard improves.

The animation team were excellent and seemed wasted at this hotel. Dali and MoMo were engaging and tried to involve everyone. They called the activity gymnastics, though I think it was yoga. Salem, who I think heads the restaurant area, and the waiters were attentive and remembered our drinks. The food at lunch and dinner had much more variety than breakfast, with live cooking too. The included dinner at L'Olivier was delicious, with a pleasant setting and friendly, attentive service. The shopkeeper, Ibrahim I think, was also honest, kind, and helpful, and could get things if he didn't have them. The spa was pleasant enough and the massages okay, though a body peel left one person with scrapes on her arm and leg, and the hydra baths weren't really accessible for people with mobility issues. We were one family of four adults in two rooms, staying all-inclusive from 21 to 28 March. Despite asking for accessible rooms on several platforms during the 6-8 weeks before arrival, we weren't given them at check-in. Two of us couldn't step in and out of a bathtub and only needed walk-in showers. It took three days to arrange rooms with showers, which didn't even need to be near each other. The female receptionist was dismissive and rude when we asked about other shower options, shrugged, and told us to wait. It was a terrible start, and I don't recommend the hotel. It feels like an accident waiting to happen. Most bedrooms were spacious, comfortable, and fairly clean, but bathrooms needed attention. A second key required a deposit, there were no tea or coffee facilities, and cleaners mostly made beds without changing linens. We had to ask for fresh towels. Poorly fitted balcony sliders whistled loudly day and night in the wind, and some balconies had pigeon droppings and nesting pigeons. Breakfast had few choices, though the coffee was delicious, and there was a small omelette station tucked at the back. The pool bar was closed and being knocked apart with hammers, hopefully for renovation. The lounge bar had very limited options, and cocktails all seemed to come out the same. Bar staff weren't attentive, and locals or French speakers seemed to get priority. There wasn't much civility or etiquette from diners or bar staff. Smoking is allowed in the lounge bar, so it smells unpleasant. WiFi didn't reach outside the main building, and the private beach was closed off. Pool towels were available with a deposit per person. In the indoor pool, paint was literally peeling from the dome ceiling into the pool and hot tub. The space shouldn't have been open: many children were there because the outdoor pool was extremely cold. Paint flakes got in our hair and underfoot, and there was mould and broken flooring. The outdoor pool area also had damaged flooring and needed sweeping and jet washing. Breakfast and dining details aside, this is my view from my own experience.

The animators were so warm and great with the kids, and everyone on staff worked hard and treated us kindly. I came away with lovely memories and will miss them all. Thanks, regency. Give the staff a pay rise!