I need to start this review with the caveat that I was at this very same hotel last year and had the most amazing holiday. I have never witnessed a Hotel to go downhill to such a degree in my life.
I cannot believe that Thomas Cook have visited the Hotel in person to still give it 5 stars in its brochure and frankly am surprised that they still support it.
Animation and Kids Club
No animation team; although stories varied from management saying that Egyptian law changed and the entertainment was under 'review' to the more believable 'they had all left due to incredibly poor working conditions.
Due to there being no animation team, there were NO daytime activities at all; last year we had water polo, yoga, aqua aerobics and a table tennis competition.
Due to no animation team there were NO evening entertainment at all; last year we had a show every evening, from Rock of Ages to Riverdance and an amazing fire show in the pool by the patio bar.
No official kids club; two young ladies had been bought in to replace the 'departed' animation team to run a kids club - the kids club involved watching cartoons and having your face painted, every day, with no variety. We later discovered that the girls running the kids club had come to Egypt to be dancers and singers not so called childcare professionals.
Child to carer ratios were also dangerously high on some days with there never being more than 2 girls and up to 20 kids.
Food & Drink
Mo's restaurant did offer a good variety of food every evening and morning and the quality was overall very good, there is something for everybody to eat here
However, the restaurant is desperately understaffed and is lacking in any form of management, the few staff working here are working very hard but with no direction we were left to clear our own plates at almost every meal and this was after waiting up to 10 minutes for a table to be ready - despite many empty (uncleared) tables.
The dress code is a bit of a joke, I have no problem with dressing for dinner (wearing long trousers) but with women walking in night after night in ridiculously short jean shorts and tiny tops, it becomes very annoying.
The dress code farce is compounded when half of the restaurant (given over to larger tables for groups such as ours) has faulty air conditioning- we conveyed this to management on day 1 and it was still not working when we left.
5 star dress code, 3 star service and restaurant facilities.
It proved very difficult to get a drink during the day and the evening, the main bar is incredibly small for a resort of this size and it is not helped by the rude barman; luckily he left half way during our stay – However, both Ehab and Salem were very friendly, hardworking and should be praised.
These guys do their best but again, with limited numbers and no management, they are fighting a losing battle to keep up with the demand, you can expect to queue for several minutes to get a drink.
The patio bar for lunch was our daily escape from the poor service, we cannot thank Baher enough for the service he gave us and the quality and variety of the food - this a was a brief glimpse of the hotel we styled at last year.
Unfortunately again, the lack of staff did lead to the occasional long wait.
We eat at the Citadel restaurant one night for some variety and wished we hadn't, it was a battle to get near the food, having to fight your way through a mess of people and some very off-putting smells from the bar area; where you can expect to queue for some time to get a drink.
Our entire group of 9 were struck down with varying degrees of stomach problems within 24hrs of eating here - please be warned.
We didn't bother with the Indian restaurant, despite reasonable reviews, I object to having to pay for a restaurant that was free last year and according to both the Thomas Cook brochure and staff at our local travel agent, should have been free this year as well.
The very, very worst part of this experience was the total lack of respect shown by the management of this hotel.
They are clearly trying to reduce costs and increase profitability in this hotel, evident by the low staff numbers, various departments being under 'review' and the tired looking nature of the resort.
Having had such an amazing experience in 2013, the shock within the first 24hrs of seeing such a massive decline in standards lead us to contact management, not to complain but to alert them to this worrying change, we spoke to Mr Wael.
We were given several reasons for the change but essentially cost-cutting is at the very core of the decline in standards.
We were also promised an improvement and 'something special' from management during our stay.
After several days, things had not improved at all and we took some of our more serious issues to management again (poor air conditioning in one of our rooms, no air conditioning in Mo's and poor service) on this occasion, we met with Henry, the F&B manager.
Again, we were given the same reasons for the issues and again, we were promised 'something special' from management - although this time, Henry asked where we were eating (on this occasion, The Cactus) and looked us in the eye, promising to make it a 'special evening'.
Our definitions clearly differ as although the meal was very good (our second there of the trip) there was absolutely nothing different about it.
The final insult of our holiday came in the 2nd week when the number of British guests increased; it very soon came to light that these guests had booked in to much, much cheaper hotels and complained to a point where they had been upgraded to the Sentedo for as little as €28 per night, per group.
As a returning guest, who had booked in advance and at a premium rate, this has left me feeling completely ripped off, not at being charged more than other guests but for the difference to be so great is unbelievable.
It beggars belief that the Sentedo group only value their brand at €28 per night more than Reef Oasis.
We took this severe grievance to management on the final day, in the hope that they would offer a token gesture against our bill to show some kind of customer service and retention.
We spoke to Ahmed on front of house at 11am who offered nothing, we then came back at 4pm to meet Mr Ashraf, who again offers nothing but after our very insistent complaints asked us to come back at 6pm allowing him time to meet with the General Manager.
Mr Ashraf - failed to turn up for our 6pm appointment, when contacted, he was on the beach, dealing with yet another complaint.
I returned my gold wristband as I departed the hotel, apparently, it is only worth €28 per day.
- Official Description (provided by the hotel):
- SENTIDO Reef Oasis Senses Resort in the Egyptian resort of Sharm El Sheikh is the perfect hotel for the entire family. SENTIDO Reef Oasis Senses is a stylish and contemporary hotel offering high comfort in beautiful surroundings, and is located directly on the beach. For the more active family, the hotel organizes a wide range of activities, and there is a tennis court and diving centre at the hotel. When you want to cool down after an active day at the beach, you can enjoy a healing massage at the hotel's spa. Or why not a relaxing trip to the wellness centre's sauna, Jacuzzi or steam bath? At SENTIDO Reef Oasis Resort, there is truly something for everyone, regardless of age. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Hotels.com, Odigeo, Priceline, Traveltool, S.L.U., Cancelon, HotelQuickly and Evoline ltd so you can book your SENTIDO Reef Oasis Senses Resort reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Reef Oasis Senses Hotel Sharm El Sheikh