We have just returned from two weeks at the iberostar solaria. The hotel itself is a nice clean friendly hotel, tarak at the lobby bar could not of done a better job if he had tried as soon as he saw my partner and myself he would tell us to sit and would have our drinks brought straight over to us. Also our waiter in the restaurant hechmi was fantastic always pleasant and have table ready for us, also very quick on the drinks both are outstanding employees by the hotel. The entertainment team was good around the pool if your into that sort of thing, we are not and a simple no was fine and would leave you alone, the hotels food is shocking. We have stayed at iberostar hotels a fair few times all around the world. But the solaria food is by far the worst I have ever had. Both my partner and myself have had very upset stomaches the two weeks we were there and even now we home things are still not right. Numerous amount of times the cooked food was handledwith same utensils as raw food, I had chicken that was raw in the middle totally un acceptable for a supposed 5star hotel. The head chef trying to force my partner to change her review on the questionnaire that was handed out at dinner, a very pushy aggressive behaviour thar is unacceptable. We spoke to a lot of other english people at the hotel and every single one of them we have spoke to have also had very upset stomache, the beach is nice when you look at it but when you get close and walk down the beach, there is cammal poo everywhere even floating in the see, it is disgusting and can't believe how much of the stuff was about, we took a walk along the beach and it was filthy, thre is rubbish everywhere even dirty nappys and to top it all off the was a pile af cammal poo about 8ft high and 10ft long, we could not believe it, it is nothing to do with the hotel but still deserves a mention. Such a shame as a few bad things that's easily changed let this holiday down so so much, I would like to thank tarak,hechmi, the two blokes on the pool bar the maid who cleaned our room and moez the bell boy who made us very welcome,
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
27 July 2012
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We would like to express our gratitude for the comments you made about your stay. It is always our goal to achieve maximum customer satisfaction and we are disappointed we weren’t able to do so on this occasion. Accordingly we have taken note of your commentaries and are doing our best to adapt and improve our services based on constructive comments such as yours.
The Iberostar Solaria strives to surprise and delight guests with a variety of restaurants and bars throughout the day. Each offers its own distinct menu of prepared foods and many drinks, from overflowing buffets to the new Dine Around concept in which guests can discover traditional foods from around the world without leaving Hammamet. Above all, the Iberostar Solaria specializes in authentic Tunisian dining with the best traditional recipes and most exquisite preparations. We are very sorry that none of it was meeting your expectation and even more we are worried about the fact your stomach suffered and spoiled the gastronomic experience. Nevertheless we would like to point out that this might be due to the abrupt change in your diet, and water consume. In Tunisia the composition of it is quite different as in Europe, and in some cases a while of adaption is required to get used to it. In Iberostar we have procedures and standards set forth in order to guarantee hygienically manipulation of the food. Regularly analytics are done to check the compliance of those, therefore we can guaranty that the belly problems you had are not due to failures in the procedures of our gastronomical department. Even so, we want to apologize for not having met your expectations and for not having been able to make you enjoy with this important part of your Iberostar Solaria experience. We quickly passed all the related comments to the responsible chefs who are now working to see how we can improve our performance.
Also, we are shocked about your comment related to the behavior of the chef, we will certainly learn through it, and do our utmost to avoid that any guest feels intimidated by our staff. Exactly this is one of the prime pillars of our company, we try to school each and every staff member to perform in a clear client service orientated way. This is why we are pleased to read that with most of them we achieved our goal and we have congratulated Tarak, Hechmi, Moez, housekeeping and the animation team. They are all delighted to have contributed to your wellbeing among us, and your nice comments made them feel motivated to keep on doing their very best in order to make our guests feel welcome.
Finally we are grateful for the description of our Iberostar Solaria as a nice, friendly and clean hotel as this is what we want to be.
Once more we want to thank you for having shared your opinion, rest assured it will help us to improve. We hope to may receive you soon and surprise you positively offering a perfect holiday!
Online Reputation Manager
Iberostar Hotels & Resorts
This response is the subjective opinion of the management representative and not of TripAdvisor LLC