Steigenberger Nile Palace Luxor

"We deliberately chose Steigenberger Nile Palace because we were unfamiliar with Luxor and wanted the reassurance of a well-known international five-star hotel brand. We paid around $338 for two nights and expected a reliable, comfortable stay. Unfortunately, this became one of the most disappointing hotel experiences of our trip. Our original “city view” room actually faced directly onto a very busy street. We heard cars, motorcycles and traffic throughout the night and barely slept before an early-morning excursion. The room itself also showed visible maintenance issues, including marks and scuffing around the ceilings and walls, worn and dirty-looking balcony areas, and generally poor upkeep. I have photographs documenting the condition. We reported the issue to reception and were told a note would be left. We also tried calling the hotel repeatedly during the day; most calls were unanswered, and when someone finally picked up, the connection failed and nothing was resolved. When we returned exhausted, Guest Relations eventually arranged another room. We appreciated the room change, but the process itself was handled in a way that made us feel uncomfortable and pressured. We asked simply to receive the new keys so we could move our belongings and return the old keys once finished. Instead, a staff member accompanied us, waited outside the old room while we packed, and insisted on checking the room immediately. There was no apology and very little warmth or reassurance. The next morning, we realized that my husband had accidentally left his laptop in the original room. We contacted the hotel and were told with confidence that nothing had been found in the room. When we returned to the hotel, we were again told there was nothing there. Eventually, we were given the old room key so we could check ourselves — and the laptop was still sitting in the room. That incident was especially concerning. If we had simply accepted the hotel’s repeated statement that nothing was there, we might have left Luxor believing the laptop was lost. The fact that the item was still in the room after staff had apparently checked it raises serious concerns about communication and how lost-property situations are handled. The most disappointing part of this stay was not simply that the room was dated or noisy. Problems can happen in any hotel. What matters is how they are handled. In this case, the response repeatedly made the situation worse: poor communication, unanswered calls, no apology, a stressful room-change process, and then incorrect information about a valuable item left behind. We chose this hotel because of the Steigenberger name and five-star positioning. At this price point, we could easily have stayed elsewhere in Luxor. Unfortunately, the room condition, severe street noise, customer service and handling of the laptop situation did not reflect the standard we expected from this brand. I strongly recommend that management review both the condition of these rooms and the way guest complaints and lost-property situations are handled."

"The level of service at the bars here are amazing!!! Hady at the inside bar by the pool and Aziz at the downstairs bar below the pool were wonderful! Hady kept us laughing and Aziz kept our Shisha lite and kept us dancing!! Make sure you find them when you come!!!!!"

"The environment is very good! The location is very convenient and easy to find! It is a good choice for a resort hotel!"