Worst Hotel Stay of my life
Posted Nov 18, 2016
This was my worst stay at a hotel in my life. The check-in process was cumbersome and not warm at all. They made it difficult and then ended up putting us in a smoking room when we requested non-smoking, we then paid and upgraded to a suite. It went downhill from there. I called concierge to arrange a car hire for us to take a trip. The concierge then advised me that I had better leave the driver a generous tip. I have never been told to leave a tip in my life, and especially before service was rendered. We took a 2 hour drive to a meeting I had at a farm, I left my purse in the car with the driver since we we're gonna be looking at plants and trees in the farm. When the trip was finished and we pull up to my hotel, I realize I had been robbed of 1,500 EGP. The driver stole it and the hotel staff came out and made it seem that I did something wrong, they said "We have known this driver for 6 years, we trust him..we don't know you"
The concierge then went on to tell me that I owed 500 EGP bc the driver drove an extra 30 minutes to the farm. This was strange bc while we were at the farm, the concierge called and told me that they would cover the extra 30 min fuel and cost and they just wanted me to have a good time.
I never got my 1,500 EGP back and didn't get an apology at all. Also, housekeeping is terrible, I called at 10am for my room to be cleaned, I come back after shopping at 6pm and my room had not been touched.
Avoid this hotel if you can.
Comment from Hotel Management
Nov 20, 2016 by Kempinski Nile Hotel Cairo, Hotel Management
Dear our valuable guest,
Thank you for taking the time to write this review, we appreciate your feedback.
We hope that you enjoyed your stay at our special discounted Nile deluxe suite overlooking the Nile and our breakfast buffet. Moreover, we regret that we did not fulfil your expectations during your stay and please accept our apology for any inconvenience that occurred. We notified the problem with our operations staff and after checking we came up with the below.
Regarding your room-cleaning apology if we did not meet your expectations, however, we have been informed after investigation that the room was cleaned daily, as well as a security check along with our manager on duty was made on the car and the driver and nothing was found, however, we can still offer an official report in the tourism police in case you would like to.
We kindly ask you to contact email@example.com referring to your review for any challenges you have faced during your stay, since we constantly aim to provide excellent service and it is unacceptable to hear that you were unhappy with your experience.
We hope that we will have the opportunity once again to serve you in the very near future.
Kempinski Nile Hotel Cairo