"We had 7 nights booked at Xperience hotel in sharm el.sheikh. We arrived late and at Front desk we were checked in by reception staff Mins who was the only smiling and helpful staff I found from Reception. Our room was clean but shower drain was blocked so had to use a strainer to make way for the blocked water. One of the AC went was not working. Both these problems we reported but no one fixed it. Two of the worst staff were Front Office Cashier SAMUEL, he was very rude at all times, if you ask him anything he would just tell you to come later. He should not be working at Front office but should be working in Laundry or in a supermarket. Personally I worked in Front office operations that's the standard you don't accept in hospitality. The second was Guest Relations Madonna, she was rude, not helpful and had a very bad attitude. I think the management MUST give these two staff more intensive training. Also all the reception staff, they really have to raise the standards as none of them have service skills or guest friendly approach.
Our room attendant Ahmed was very good. He used to do different towel art on our beds which we and kids used to love. He was very polite too. We had all our meals in Atrium Restaurant as Mr. Ahmed and Mr. Ashraf from Atrium restaurants were outstanding in their service. They were always smiling, engaged well with our kids and most importantly they always took care of our baby's allergy. The Atrium Restaurant waiters were also always smiling, polite and friendly. Special thanks to Ahmed and Ashraf for organising bday celebration of my wife. Another outstanding service we got was from a lovely lady of Guest Relations and that was Ms. CAROLINE. She had good communication skills, smiling and friendly nature and you could easily approach to her. She booked our dinner at sea food and indian restaurant and communicated our baby's allergy to the restaurant team and we did not have any problem with our child allergy.
The waiter and Chef at Sea food Restaurant was very good and we got good service. Also Mr. Michael from Indian restaurant and the chef were very good.
Me and my elder daughter went to Italian restaurant and got good service there.
More dishes in Atrium restaurant should be added.
Kids enjoyed the pool and slides. Entertainment was average and never saw the Entertainment team during the day.
The worst part I have experienced is that all the staff (specifically Reception and bar staff) used their personal mobile phones whilst on duty and you could see it was for their own calls or browsing. This is what management has to look into as we had to wait until they had finished their personal call or we had to get their attention as they were deep in their phones.
The property is fantastic, but hugely led down by staff. Specially Reception and Front office cashier SAMUEL and guest relation Madonna.
The stars I have given is for Atrium restaurant staff and Caroline from Guest relations."
