Unknown, Aug 19, 2024

Sehr große Mängel im Service und Servicepersonal

Wir haben sehr viel Verständnis, dass es ein neues Hotel ist und einige Prozesse etabliert werden müssen. Aber der Service hat sehr große Defizite und das Service Personal ist zu 90% unfreundlich und sehr unprofessionelly Meine Familie und ich wurden an vielen Stellen sehr grob und sehr unfreundlich behandelt.

Parminder K., Nov 07, 2025

Our family’s recent stay at Swissotel was extremely disappointing and completely misaligned with the standards expected from both the Accor brand and EasyJet Holidays. What was meant to be a relaxing and enjoyable break turned into a stressful experience filled with misleading information, poor service, and unacceptable management behaviour. Below is a summary of the key issues encountered throughout our stay. 1. Mis-sold and Misrepresented Rooms Before booking, I confirmed with both EasyJet and the hotel directly that the Deluxe Room would include two double beds, suitable for our family. On arrival, we were told we had been “upgraded,” yet the upgraded room had only one double bed and a sofa bed. The only alternative offered was to revert to a smaller room with two single beds. This was completely inconsistent with what we were told before booking. When I raised the issue, Ms. Anna from Guest Relations insisted the website clearly stated bed sizes, which is untrue. No such details were available online. Had we known this in advance, we would have chosen another hotel or even a different location. This constitutes mis-selling and false advertising. 2. Maintenance and Housekeeping Failures The so-called “upgraded” room had a leaking shower that flooded into the bedroom. We reported this multiple times (at least five calls over 14 hours). Staff repeatedly said someone would return “in 5 minutes,” yet we waited an hour each time. The issue was only resolved after continuous chasing. In the second (family) room, the toilet was blocked and leaking, and the flush did not work. Again, it took multiple requests and two hours before anyone came to fix it. These repeated delays and broken facilities were unacceptable for a 5-star hotel. Housekeeping quality was equally poor — glasses were left dirty, and cleaning was inconsistent. Complaints raised with Ms. Anna and the person claiming to be the General Manager (later discovered not to be) were ignored. 3. Kids’ Club and Staff Behaviour One of the key reasons we chose Swissotel was the advertised kids’ facilities. However, the kids’ club staff were unprofessional and rude. Most sat on their phones, showing little interest in interacting with children. Two staff members, including Karina, were particularly dismissive. During a kite activity, I asked a simple question and was met with rudeness. Later, a staff member took colouring materials from my daughter without reason. As the only Indian children present, this raised concerns of discriminatory behaviour. It was deeply unsettling to think how our children might have been treated had we left them unsupervised. 4. Food Quality and Availability The buffet and restaurant options were poorly managed and extremely limited: Vegetarian options: Barely any variety, mostly grilled vegetables and rice. Despite assurances before booking that dietary needs were catered for, the hotel offered no meaningful alternatives. Kids’ meals: Only chips and pizza were consistently available—hardly appropriate for three meals a day for a week. We eventually resorted to McDonald’s. Stock issues: Items such as ice cream, bubble tea, and even towels near the kids’ pool frequently ran out and were not replenished. Breakfast boxes: We clearly informed staff that we do not eat beef for religious reasons, yet all sandwiches contained beef. Entire meals had to be discarded. 5. Poor Communication and Disorganization Hotel communication was chaotic. Events displayed on notice boards were outdated, and activities were changed without notice. Basic requests (such as water bottles) were ignored even after multiple confirmations. My mother and children were once locked out on the balcony due to unclear door instructions and had to shout for help for nearly an hour before anyone responded. These are fundamental safety failures. 6. Restaurant Service and Hygiene Issues At à la carte restaurants, service was slow, uncoordinated, and unprofessional. Staff often argued amongst themselves instead of assisting guests. Food quality was substandard — for example, the tiramisu at the Italian restaurant was nothing more than two dry biscuits with whipped cream. In one instance, my mother suffered food poisoning after eating at the Indian restaurant. Lamb dishes were unavailable all week, despite being on the menu. The candy and chocolate stalls were poorly managed and reused leftovers from the buffet. 7. Dishonest and Inappropriate Conduct by Staff Several male staff members were flirtatious and inappropriate, offering special treatment and persistently asking for social media contacts or dates. This happened repeatedly in public areas — at the beach, bars, and restaurants — and only stopped when male relatives intervened. Staff were also instructed to pressure guests into giving 5-star reviews on the spot, standing over them while they submitted feedback and taking photos as “proof.” This manipulative behaviour is unethical and damages the credibility of online reviews. 8. Misconduct by EasyJet Representative Before arrival, we received an email from EasyJet stating that a 24/7 helpline would be available for any issues. However, the EasyJet rep who met us at the airport told us he represented EasyJet locally and could handle all problems. We trusted him to escalate our complaints, but later learned he had not reported anything to EasyJet. When I called the 24/7 line, they had no record of any issues being logged, leaving us with no support during our stay. 9. Management Deception and Coercion All our complaints were raised with Guest Relations, specifically Ms. Anna. Despite repeated follow-ups, she was dismissive, rude, and rolled her eyes at us while we spoke. When we asked for compensation or a late checkout, we were told these would only be granted if we signed a waiver form forfeiting our right to complain. The form was presented as “mandatory policy” — yet another guest later confirmed they received a late checkout and free airport transfer without signing anything. During this time, a staff member named Bassem falsely represented himself as the General Manager. Only later did we learn that the true GM was Mr. Isik Turkmen, who was never made available. These deceptive actions demonstrate a clear lack of integrity and accountability within the hotel’s management. 10. Breach of Brand and Ethical Standards Swissotel’s conduct throughout our stay — including misrepresentation, unresponsiveness, and discriminatory treatment — is completely inconsistent with Accor’s stated brand values of trust, respect, and guest satisfaction. Every part of our experience, from booking to check-out, was riddled with dishonesty and poor service. What was meant to be a premium, all-inclusive family holiday became a week-long ordeal marked by stress, frustration, and disappointment. 11. Request for Escalation and Resolution Given the severity and volume of issues — including mis-selling, health and safety failures, discrimination, and unethical conduct — I am requesting this complaint be formally escalated within Accor Group. If a satisfactory resolution is not provided, I intend to escalate this case to the Aviation ADR and the Civil Aviation Authority for further investigation. Conclusion We spent thousands of pounds on what was meant to be a stress-free, family-friendly, all-inclusive holiday. Instead, we were met with false advertising, dangerous maintenance issues, poor food hygiene, discriminatory behaviour, and systemic dishonesty from hotel management. Swissotel’s actions have caused significant distress to my family and severely damaged our trust in Accor. I urge senior management to review this matter seriously and take immediate corrective action.

Merve C., Oct 30, 2025

First and foremost, I would like to state that we were generally satisfied with our stay at the hotel. The feedback I am providing below is mainly for areas of improvement. 🍴 Food and Beverage Quality The food variety was substantial in terms of quantity, but the taste and flavor need significant improvement. Specifically, the omelets at the morning omelet station were poor in quality. Additionally, the boiled eggs were consistently overcooked (boiled for too long). The desserts also need to be developed and improved. 🏖️ Beach and Pool Areas The beach area was too small relative to the hotel's capacity, making it very difficult to find available seating. The pier (jetty) was in poor and low-quality condition. A more stable and robust pier should be constructed. The main pool, aqua parks, and access to the sea close exactly 40 minutes before sunset, which is inconvenient and not ideal for guests. 🤵 Service and Staff Overall, the staff was good, but they sometimes seemed a bit rushed/hurried. In particular, Mahmoud at the reception desk was extremely helpful and deserves special mention.

Thomas G., Oct 23, 2025

Only Russian and Kazakh guests. Terrible food, as in barely edible. Badly trained staff. Tired, old rooms. Worst hotel I have been to in a decade.

Nodirbek B., Oct 06, 2025

We recently stayed at SwissHotel in Sharm El Sheikh. The rooms are excellent fully renovated, very clean, and comfortable. The food was decent, and overall service was fine. A special thanks to Amr who helped us with our baggage on arrival he was great. We also really enjoyed the entertainment – that was definitely Rixos-level. However, the service itself did not feel up to Rixos standards. We booked this hotel because it is advertised as managed by Rixos, and naturally we expected the well-known Rixos level of hospitality. In reality, the staff were okay, but not as friendly, polite, or attentive as what we’ve experienced at true Rixos resorts. It wasn’t bad, and we didn’t have any major issues, but it didn’t match the expectations set by the brand. On the downside, the beach is far below expectations: no pontoon or pier, and nothing has really been developed there. We stayed in the second line, and the buggy service to the beach was inconvenient. The waiting stop does have a small shade, but it is not enough for everyone, so standing under the 35°C sun at noon with kids and a stroller was very uncomfortable. Coming back was fine, but going down to the beach was always a struggle. It’s also important to note that the second line is for families, while the first line is adults-only. In reality, almost everyone stays in the second line, and even many guests from the first line end up coming over to use the facilities there. The first line did not look renovated and, while okay, was not nearly as nice as the updated second line. For families, especially with babies or strollers, being placed at the very backside of the second line is not practical. It’s much better to request a room closer to the main restaurant to avoid long walks and waiting. Overall, the rooms and entertainment were very good, but the beach setup, buggy transport, and service level need serious improvement if the hotel wants to truly meet the Rixos standard it promotes