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“Hotel Did not live up to my expectations”

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Iberostar Diar El Andalous
Ranked #2 of 33 Hotels in Port El Kantaoui
Certificate of Excellence
Castle Hedingham, United Kingdom
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
“Hotel Did not live up to my expectations”
Reviewed 5 July 2014

Hotel staff polite , cheerful, welcoming, helpful, smiling, always greet you on meeting.

Hotel room, basic, in urgent need of refurbishment, not luxurious at all. Cleaned each day by a very conscientious cleaner called Lativa. But you cannot make a silk purse out out of a sows ear (I think is the saying).
The corridors to rooms carpets were soiled and dirty, with half painted , unfinished but not recently unfinished woodwork.
Restaurant, again conscientious staffing. Food very similar everyday. Lots of choice but most did not look that appetising and I never once got an aroma of something And thought wow I have got to have some of that.

I was concerned about hygiene levels of staff in restaurant. They were always busy but they use the same trolley for collecting empties and food waste as they did to transfer clean cutlery, serviettes, bottles of drink and upturned glassed. The trolley always looked grubby and they never seemed to wipe there hands. Between dirties and laying clean cutlery. . Any cutlery not noticeably used. By previous holidaymaker was left or shuffled around the table for the next setting. Water bottles had lids off already sitting on side and were often handled with hand over opening to transfer to table top. Taps on milk dispensers at breakfast looked all grubby
I actually had an upset stomach after each meal I had. I never once accepted ice cubes and was quite particular about my choices.
On arrival at hotel we were asked to sit in the bar but we did get a drink brought to us, unlike some that have reviewed.
We spent all week on sunbeds or in our room. So were well chilled and relaxed, however there. Is no way we will return to this hotel or tunisia. We were not impressed by anything. It Cost a lot of money for some beautiful sunshine and nothing else.

Room Tip: Find a different hotel!
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  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Colleen229
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IberostarHoteles, Online Reputation Manager at Iberostar Diar El Andalous, responded to this review, 7 July 2014
Dear Guest,

Firstly we would like to thank you for choosing our IBEROSTAR Diar El Andalous hotel for your holidays in Tunisia and for sharing your feedback on your stay.

Our hotel undergoes regular internal and external audits on general hygiene and procedures to keep up with our HACCP certification, we also have an onsite hygienist that goes through a checklist on a daily basis to ensure that all departments are working accordingly with our demanding hygienic standards; The trolleys used to collect used dishes and cutlery are cleaned before using them to bring clean crockery back to the restaurant. Our Maître and management team are present throughout every service to ensure that our guests are enjoying their meals and check the correct operation of the restaurant, we encourage you for any future occasion to contact them and point out any service imperfection, they will be pleased to assist you.

We sincerely regret you felt poorly during your stay and not being informed about it immediately as we would have been able to call a doctor for a medical check; we advise our guests to avoid sunbathing between 12.00and 15.00 and not to drink ice cold drinks as this may provoke upset stomachs.

As you may have noticed our hotel will soon undergo a total refurbishment in the very near future so as to guarantee spotless and comfortable accommodations to all our future guests, however our rooms have been recently renovated and woodworks are indeed finished, the satin white color gives them this aspect but we can guarantee that we do not décor our rooms with unfinished works.

On the other hand, we are grateful for your kind words towards our staff as well as for your highlight on the cleanliness of your accommodation.

Thank you again for your visit and the courtesy of your time; we hope that you had a pleasant journey back home and to have the opportunity to welcome you back in any of our IBEROSTAR hotels in the near future, ensuring you in advance of our best intentions at all times.

Kindest Regards,
Online Reputation Manager
IBEROSTAR Diar El Andalous
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Rating summary
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Chester
Level 3 Contributor
15 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 4 July 2014 via mobile

We stayed here for a week to relax and it suited our needs. We got up early and reserved our same sun beds on the beach and stayed there all day.
And I did see reserved beds not being used given over to others by the beach guys when it got busy.
The beach is clean and the sea in this area didn't have the problem with the sea weed, the further away from the marina you go.
The two beach guys worked hard, the regular beach bar waiter was polite and served every one in order.
The restaurant food was ok with a reasonable variety, but don't expect al a carte. The waiters are ok, some are better than others but all are polite. I regularly tipped a dinar and always had a full glass in the restaurant.
We did not participate in the activities but none the less was asked and pleasantly spoken to by the animation team every day. And what I seen around the pool when going for lunch they got all involved.
It was too hot sitting in the indoor bar in the evening, so we sat at the outdoor bar.
And yes it is noisy coming from next doors beach bar in the early hours of the evening.
It's not the best hotel, but has nothing to seriously complain about or put you off going.

Stayed June 2014, travelled as a couple
Helpful?
2 Thank Steaknchip
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level 3 Contributor
15 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 3 July 2014

Just returned from 2 weeks at this Hotel and we totally agree with all of Nicolas comments, and the people from the next door Hotel are allowed by the pool staff to use sunbeds by the pool and on the lawns therefore limiting the beds for Andalous customers.

Room Tip: Rooms at the back of the Hotel have to suffer the noise from the neighbouring hotels beach bar until...
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  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Blueboybob
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IberostarHoteles, Online Reputation Manager at Iberostar Diar El Andalous, responded to this review, 4 July 2014
Dear Guest,

First of all we would like to thank you for choosing our IBEROSTAR Diar El Andalous for your holidays in Tunisia and for the time you spent to share your feedback on your stay.

We sincerely regret we were not able to make your stay an enjoyable one and not being informed about it onsite; for any future occasion, please do not hesitate to contact our Hotel Manager, he will be happy to assist you.

We also took good note of your comment related to our pool staff allowing external guests to use our pool sunbeds and although we weren’t informed about this onsite by any of our guests, we will make sure to be attentive on this point.

Please know, your feedback will be shared with the appropriate managers for further review. Thank you again for visiting us and we hope to get a chance to exceed your expectations in the future.

Kindest Regards,
Online Reputation Manager
IBEROSTAR Diar El Andalous
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Bristol, United Kingdom
Level 1 Contributor
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 2 July 2014

just returned on the 28th,rude staff, no air conditioning in the piano bar or reception as it was too exspensive to run, no bottled water in the mini fridge, food repetitive, waiters didnt have a clue and wernt interested unless you tipped them, apart from ALI who was perfect, the rest were a joke! animation staff couldnt care unless you was a young free teenage girl, had to complain as got fed up with the germans getting served before you even though i was blatently next, the guy on the beach who sells the jet ski's etc who goes by the name of fufu or something should not be allowed near any women, be them single or in a relationship, he is a vile creature who is out to lay anything that moves, he even had the front to ask what i would do if he tried to go with my wife! i replied brake you in half, tie you in a knot and stick you in that bin! he thought i was joking! the hotel does NOT own the beach his family do, he was arrogant about this as he knew the hotel could not stop him from working on there, if you go and arn't happy complain! they hate it but its the only way you will get any thing resolved here! would i go back, nope, its been sold and the staff couldnt care as they might not have jobs come november when it looses its iberostar tag! oh unless its customer survey time when theres more waiters, waiters bosses than guests running around for you asking you to give them top marks!! even seen one waiter take the survey off a table and put it in his pocket! iberostar standard this is not, it would be nice for the hotel to reply to the negatives instead of just the positives

Room Tip: dont waste £150 on a sea view, you may have to lean over the balcony as others did to see it
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  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank John T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IberostarHoteles, Online Reputation Manager at Iberostar Diar El Andalous, responded to this review, 3 July 2014
Dear John,

We appreciate you reaching out to us on Tripadvisor to notify us of your concerns related to your recent stay at our IBEROSTAR Diar El Andalous hotel and apologize if you experienced any inconsistency in our service. Your input is extremely important to us and we will be forwarding your remarks directly to the management team so they can make the appropriate adjustments in the areas you mentioned.

Moreover we sincerely regret reading the experience you had with an excursion’s rep on the beach; our private area on the beach fronting the hotel is secured by our lifeguard and security guards on duty all day to ensure that our guests are not bothered by local sellers when sunbathing; this person is not part of the IBEROSTAR staff but employed by an external company; we nevertheless passed on your comments to our head of security and will be attentive so as to avoid him from approaching our guests in the future .

As explained in previous reviews, the hotel has never been property of IBEROSTAR but is managed by our company, the previous owner sold the complex but we will still manage the hotel under our brand for the years to come; as from November the hotel will undergo many improvements and refurbishments so as to offer an even better experience to all our future visitors, we lament the misunderstanding.

Our staff, as highlighted in many reviews on different opinion portals from different nationalities, is undoubtedly our main asset thanks to their professionalism and full commitment to ensure that all guests are enjoying their stay among us; we are sorry to hear that you didn’t feel well cared after during your stay and passed on your comments to our different heads of department for information.

Finally, we always encourage our guests to inform us about any kind of complaint as our main goal is their complete satisfaction, for future occasions please do not hesitate to speak with our Hotel Manager present all day at the hotel and at the entrance of the restaurant at dinner to greet our guests, he will be pleased to receive you and will do his utmost to make your stay as enjoyable as possible.

Thank you again for your visit and constructive critics, we hope that you had a pleasant journey back home and despite the issues you have raised following your stay, we hope that IBEROSTAR will remain an option for your next holiday and that we will have the opportunity to restore your faith in our company in the near future.

Kindest Regards,
Online Reputation Manager
IBEROSTAR Diar El Andalous
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 1 July 2014 via mobile

My family and i visited this hotel and i have to say it was a fantastic experience staff and the animation team were first class for a 4 star hotel we had the best time, reception team were excellent and Ammar the restaurant manager and his team were the best i have ever come across the general manager to the porters and chamber-maids were a credit to this hotel its certainly a place i could visit at least twice a year my family loved it that much including the life guards on the beach could'nt do more for us cant wait to visit there again very soon.

Stayed June 2014, travelled with family
Helpful?
1 Thank Stuart P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bridgwater, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 1 July 2014

Just returned (28th June)after a week staying at this Hotel! It was certainly not as described in the brochure and I would inclined to rate it more as a three star as oppose to four. Our room had been updated but sadly the woodwork had not been finished with just the undercoat. The bathroom door handle came off in my hand on the first day and was never replaced during our stay. The mini bar was empty but the Thomas Cook brochure clearly stated it would be stocked on arrival with water! The air conditioning was not working to full capacity and after two days of overheating they did arrange for an engineer to fix it which to be honest he did but it could have been done a lot quicker. The entertainment was awful... In the Hotel's favour the food was very good and extremely well stocked and of good quality too. The staff we found to be extremely polite and helpful and made the Hotel. The pool whilst small was kept clean and tidy. It just wasn't the Hotel for us and definitely not what we expected from a four star.. We shall not be returning!!

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Steven H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IberostarHoteles, Online Reputation Manager at Iberostar Diar El Andalous, responded to this review, 3 July 2014
Dear Steven,

Firstly we would like to thank you for choosing our IBEROSTAR Diar El Andalous hotel for your holidays in Tunisia and for the time you spent to share your feelings on your stay; at IBEROSTAR we realize that there is always room for improvement and feedback is crucial in this process so we thank you for your review.

Please accept our sincerest apologies for the imperfections you describe in the room we accommodate you in; clearly our standards were not respected during your stay as our maids are due to report any imperfection after the daily cleaning of the room for our maintenance team to intervene with needed repairs; for future occasions please do not hesitate to contact our reception desk to point out any imperfection, we will be able to intervene in no time.

As per standard, all our All Inclusive guests are provided with a bottle of water per person staying in the room at time of arrival, we will revise why we seemed to fail during your stay so as to prevent this from happening in the future.

At IBEROSTAR we believe that nice leisure activities and entertaining evening shows are part of the real holiday feeling this is why our animation team strives to offer a wide range of activities for our guests to join in, we are sorry to hear that these weren’t to your taste.

On the other hand, the passion for gastronomy being one of the prime pillars of our company, we greatly appreciate your praising comments on our restaurant where our professional Chefs strive to surprise our guests with a high standard gastronomy and the possibility to savor the best of the local cuisine as well as the finest international delights.

Last but not least, we would like to thank you for your kind words towards our staff, their kindness and helpfulness being one of our hotel's main strengths we will definitely congratulate them all on your behalf for their contribution to your wellbeing whilst staying among us.

We are truly sorry to hear that we were not able to meet your expectations on this occasion; hopefully we will be able to fulfill them in the near future, and remain at your entire disposal for any request you might have regarding coming vacations. Our main commitment is to offer the best vacation to our guests, based on the service provided by professionals and the delivery of high quality products; therefore we are always willing to guide you in our call center or through our webpage to make sure that you book an IBEROSTAR hotel among a wide array of beautiful destinations, that can make all your holiday wishes come true.

Kindest Regards,
Online Reputation Manager
IBEROSTAR Diar El Andalous
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
St Albans, United Kingdom
Level 4 Contributor
22 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
Reviewed 29 June 2014 via mobile

After visiting this hotel in March , I returned this time with my family and two lots of friends.
As ever it was amazing and the people were wonderful , its the most amazing and friendliest hotel I have ever been to and thats quite something as I am well travelled in the world.
It may be only 4 star and needing some modernisation in some areas , BUT the attention to hospitality and cleanliness is second to none.
Infact we love it so much we have changed our 5 star holiday that we booked in September to the Iberostar , as we feel its so homely and the welcome is so amazing.
There are so many people I would like to mention but I do not remember all their names , but I extend our thanks to them all.
To Yassine and Kamil I would like to say a very big thank you , your two of the most humble and kindest people we know, your help and caring professional nature was very much appreciated and we thank you so much.
Ammar for making us smile and for his attention to detail and to his wonderful team in the restaurant and cafe who deliver a scrumptious feast daily and who deliver it with good service and a smile. Plus a mention to Miriam the lovely waitress in the restaurant.
Abdal and tthe other lifeguards who worked tirelessly attending to us and others needs on the beach and pool always with a smile and boundless energy.
Sadok and the other gentleman at the beach bar for the drinks when we needed to cool down.
The security who made us feel safe and yet at ease with smiles day and night.
The animation team who are amazing the children and adults all loved them , they were a great bunch.
The lovely maids who never stop smiling and cleaning and do amazing things turning towels into swans etc.
The charming porters who attend to your needs .
The list goes on if I had everyone's names I would mention them all.
This hotel is outstanding its clean , friendly , homely and above all professionally run.
It should be a training school for all hotels , as if they followed the iberostar and its standards we could guarantee a good stay anywhere.
Cant wait to go back.

Stayed June 2014, travelled with family
Helpful?
7 Thank mariebella2000
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Iberostar Diar El Andalous

Property: Iberostar Diar El Andalous
Address: B.P. 40, Port El Kantaoui | Sousse, Port El Kantaoui 4089, Tunisia
Region: Tunisia > Sousse Governorate > Port El Kantaoui
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 On the Beach Hotel in Port El Kantaoui
#2 Family Hotel in Port El Kantaoui
#2 Spa Hotel in Port El Kantaoui
#2 Top resorts Hotel in Port El Kantaoui
#2 Luxury Hotel in Port El Kantaoui
#5 Romantic Hotel in Port El Kantaoui
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Iberostar Diar El Andalous 5*
Number of rooms: 383
Official Description (provided by the hotel):
The Tunisians are masters of the art of flavour. That’s why, at the IBEROSTAR Diar El Andalous hotel you’ll find that secret ingredient to make your stay one to truly savour. Recently refurbished, this 5-star hotel in Sousse offers beautiful gardens to stroll around and direct beach access so you can enjoy a view of the Mediterranean throughout your holiday in Tunisia. A unique recipe with six secret ingredients. Starting with a privileged location. In Port El Kantaoui, 25 km from Monastir International Airport and 40 km from Enfidha-Hammamet, right next to a beach you can access directly from the hotel and see from the balcony of your room. Add to this the most exclusive service. You can choose from 372 luxury rooms, 82 of which are Star Prestige and give exclusive access to private areas such as the chill out terrace with Balinese beds, and personalised services such as late check-out. Unwind in the steam of the hammam. Enjoy complete oriental therapy at the SPA Sensations, and with the help of the waters and our experts, reach a new level of relaxation. Massages, relaxation pool and 5-star beauty treatments designed to stop time in its tracks. Sweet delights for the kids. The little ones will find a genuine treat here in Sousse: the Miniclub. A specially-designed area where they’ll have a whale of a time splashing in the children’s pool, dancing or being creative with some painting. Garnished with Tunisian spices. Relish the best North African cuisine, such as couscous or stuffed phyllo pastry; be amazed by the skills of our chefs at the show cooking; and visit remote areas of Asia and Italy without leaving your table in the themed restaurants. Give your taste buds a treat. And, repeat. Because between days spent by the pool, the live music at the bars, water sports, afternoons on the golf course in pleasant sunshine, or fitness sessions, there’s bound to be one thing you haven’t done - the perfect excuse to make this hotel in Sousse a destination you keep returning too. ... more   less 
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Also Known As:
Iberostar Diar El Andalous Hotel Port El Kantaoui
Mercure Hotel Sousse
Accor Diar El Andalous
Diar Andalous
Iberostar Diar El Andalous Tunisia/Port El Kantaoui

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