Paquetes Vacacionales Incluyen Hotel y Vuelo a El Zohour

The property and amenities are excellent, but unfortunately, the level of service did not match the quality of the facility. We had 2 rooms reserved for 4 adults and 2 children, and when I made the reservation 3 months in advance, I specifically requested two nearby or connecting rooms. I also contacted the hotel again two days before check-in to confirm this request. Check-in time was 3:00 PM, and we arrived around 3:15 PM. We were told that the rooms should be ready within a few minutes, as the staff was trying to find two nearby rooms. However, we ended up waiting in the lobby for a little over an hour before the rooms were finally ready. This was very frustrating, especially considering that the request had been made well in advance and reconfirmed shortly before arrival. The staff would benefit from better training and communication. On a positive note, the staff at the marina restaurants and breakfast buffets were attentive, and professional. Unfortunately, our experience at the Mangal restaurant was the opposite. The food was excellent, but the service was extremely poor. It appeared that the Turkish chef was the only person working hard. At one point, staff members were literally standing behind our table arguing with each other, which was very uncomfortable and unprofessional. Overall, this is a beautiful property with great amenities and excellent food, but the service needs significant improvement considering the amount of money we paid as all-inclusive guests!

Prices are for luxury hotels but staff ruins your experience, untrained, rude and you have to speak to a manager about basic hotel amenities and supplies to get things done. They have the nespresso machines in the rooms but they do not supply nespresso capsules unless you asked, someone trying to be smart over there may have suggested to save few bucks. Even though you have a credit card on file they keep harassing you with bills to sign the moment you order something claiming that people order f&b and do not pay for them. We requested transportation to a close by hotel, and after we were quoted a price they increased the price the day of, and claimed that no one called to book and that they didn’t know anything about what we were talking about until we got a manager to resolve the issue and honour the agreement. They have limited restaurants if you do not like to dine in their boring buffet. In the Italian restaurant they served us the 2nd course before the appetizer and the first, when we complained they said come back the next day and will do it perfectly and same thing happened again bread and oil were served after the main course. Poor service poor staff training and outrageous prices for such service. Save yourself the hassle and avoid this hotel at all costs.