Having stayed here a number of times previously, and having some very good memories over the years, we chose the Sheraton over what has become our usual hotel (the Nile Palace) in Luxor to celebrate my partners 40th birthday. In fact this was the last hotel I stayed at with my parents, who have both passed away now, a holiday that provided some very good memories indeed. HUGE MISTAKE!
Do not stay here at any cost, you will receive a much better deal & much better service ay any equivalent hotel in Luxor, such as the Nile Palace.
All my good memories of this hotel have been wiped away by the worst hotel experience in all my years of travel, with the addition of the extraordinarily bad service received from "customer services" since our return, in attempting to have them address the issues we experiences. This has in fact equated to NO SERVICE at all!
I will list just some of the problems we encountered, as I could be here all day otherwise, which we still await proper response to from SPG:
As an SPG Gold member, we can expect to receive an upgrade on arrival. Occupancy at the hotel was extremely low, yet we virtually had to bet for what our membership entitles us to. However, we did not receive all of the benefits that went along with the upgrade, even though the SPG website stated we did. When we addressed this matter with the hotel manager, it was just a case of "no", with his manner appearing to be that of intimidation.
Our room had a shared patio, with two sets of doors leading to it. Neither locked. It took 3 days to have the doors repaired. For the next 6 days, with constant reminding that this was a security issue, housekeeping insisted on leaving one set of doors open! Complete lack of care or consideration by the brand.
Towels & robes were old & full of holes.
Mini fridge (described as mini bar) did not close.
Restaurants/roomservice - Appear to open when they feel like it. Trays left outside rooms for up to 5 days. Very poor selection at breakfast, compared to what we have come to expect in Egypt (even this hotel), but did include a very brown looking fruit salad that was starting to fizz.
Toilets in public areas were also only appeared to be open when they felt like it.
The hotel exterior - looks dirty & rundown. The pond that is seen on approach is left almost empty, but for a few inches of stagnant water. The garden paths are covered in dead leaves & crushed dates. The large red light displaying the hotel name at the entrance, was never lit properly for the entire duration of out 2 week stay. All in all, a very poor first impression to give guests!
The pool - this is a simple one - CLEAN IT! It's very clear that the pool has not been emptied & properly cleaned in some time. The tiles in the dealer end of the riverside pool are coated in some quite thick green algae. It's just not hygienic!
Pool service - although the waiting staff in the rest of the bars & restaurants were very friendly & helpful (when open), the pool was a different story. As soon as they saw movement, they would disappear.
Airconditioning in room - some nice switches & dials that seem only to be for show. Reality, on or off, freezer or sauna.
Hot water in the room - we were lucky if we only had to wait 10 minutes from turning on the tap for this to materialise.
Reception staff & Management - always very welcoming & friendly when approached with a request or issue that required little to no effort on their part. In all other cases, which was the majority, they showed no level of customer service what so ever.
Karen's Birthday - Over 25 years of travelling to Egypt, having enjoyed a number of my own birthdays there as well as those of others,I have learnt that the Egyptian people like to celebrate. In other hotels for example, a cake has been presented at the very least. I accept that this should not be expected, but given such a significant birthday, I don't think it would have been too much to expect some sort of acknowledgement from the hotel having been made aware of the event well in advance of our arrival???
We found our experience to be so bad that we had to "escape" the Sheraton twice, at further expense, in attempts to maintain sanity. The first escape was to spent 2 nights at the Sofitel Old Cataract in Aswan, the second being 1 night at the Hilton Spa in Luxor.
Although both of these hotels are considerably more expensive options over the Sheraton, I would highly recumbent both. Neither could be faulted. Service at the Hilton was particularly good.
We experienced even more problems that those listed, but think that is enough to be going on with. On returning to the UK we decided these should be brought to the attention of SPG/Sheraton, and after a dozen or so emails, have only managed to become increasingly more frustrated by there shockingly poor understanding of customer service & apparently complete lack of consideration or care for their guests.
To date, we have not received any proper reply or response to address any of the issues raised, just the generic "auto" apology stating things are being looked in to. There have been a couple of replies with a little more - either telling us the case was closed in error, when in fact another case had been opened, or just responding to the last email rather than looking at all the notes.
One other reply was received directly from the hotels assistant manager, and this has been the most insulting/frustrating of all - our initial complaint email made if very clear that we would not return to the Sheraton Luxor. His email attempted (poorly) to offer explanation to the issue raised around our upgrade, one point of around fifteen raised. In addition, we were offered a complimentary 3 night stay at the hotel on our upcoming visit to Luxor. A couple of things wrong here - what upcoming stay? Not something I had mentioned at any point. Also, anyone working in the travel industry in Luxor is quite aware that direct flights to Luxor are only on a weekly basis from the UK, making this rather an empty/useless offer!
As I mentioned at the top of this review, I have some very fond & special memories, that in part, staying at this hotel in the past helped to create.
However, staying on this occasion has only served two purposes - spoiling those memories, and spoiling my impression of not only the Sheraton brand, but that of Starwood in general.
After this experience, I can't see myself staying at any of their properties in the future, and I have certainly given up recommending them to anyone I know.
If you have taken the time to read this review and are considering visiting Luxor, please don't let it put you off of visiting the City, just the Sheraton.
Luxor will always be fascinating place to visit, and despite all there has been in the news, it is still quite safe! The weather is good, and the people friendly, but when we stay away, they struggle.
All the other hotels I have mentioned above, as well as others we are familiar with in Luxor have still managed to maintain their very good levels of service & cleanliness, and are still good value. So please consider them if going to Luxor.
- Official Description (provided by the hotel):
- ACHTI Resort Luxor is a unique resort that lay on the east bank of the Nile with the widest front view to the great river, combine between the hotel building style & bungalow rooms, with several of theme restaurant, Bar & 2 outdoor swimming pool. Our location is 3.5 Km to city center, 10 Kms to Luxor International airport. We are in this place since 1988, although the management company changed on 2016, still we are serving you with our high standard quality on all aspects. ACHTI Resort Luxor is waiting to welcome you in Luxor to gain a non-forgettable experience of hospitality. The Management ... more less
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- Also Known As:
- Sheraton Luxor Hotel Luxor
- Luxor Sheraton
- Sheraton Luxor Resort