"★ 1/5 – Absolutely not a 5-star experience and nowhere near worth £2,500
I have just returned from a 9-night stay at Caves Beach Resort in Hurghada, and unfortunately this was one of the most disappointing hotel experiences I have ever had.
We paid around £2,500 for our holiday, and based on the advertised 5-star standard, we expected a comfortable, clean and professionally managed resort. What we experienced was completely different.
The biggest issue was not simply that certain things were below our expectations – it was the way we were treated when we raised serious concerns.
The food and drinks
The food was extremely disappointing throughout our stay. There was very little that we genuinely enjoyed, and the quality was nowhere near what I would expect from a hotel marketed as 5-star and sold as an all-inclusive holiday.
The drinks were equally disappointing. They tasted extremely poor and certainly did not feel like the quality you would associate with a 5-star all-inclusive resort.
We were also provided with bottled water which appeared to be very cheap quality. After drinking it, I became unwell. I cannot say for certain that the water caused my illness, but the experience certainly left me extremely concerned about the quality of what we were being provided.
Serious concerns about cleanliness and possible bed bugs
One of the most serious problems was finding what appeared to be bed bugs in our room. My partner has bites all over his legs in lines, they are NOT mosquitoe bites
I reported my concerns to the hotel, expecting the matter to be taken extremely seriously. Instead, I was met with an extremely rude and dismissive attitude. Rather than properly investigating the problem, I was effectively made to feel as though what I was reporting could not possibly be true.
This was particularly upsetting because I was pregnant during the stay. I should have been able to raise a concern about the cleanliness and safety of my accommodation and expect staff to respond professionally and sensitively.
Instead, I felt dismissed and treated terribly.
The room and bed
The bed itself was awful. It was extremely lumpy and uncomfortable, and the mattress had an obvious impression in it which made it look and feel as though it had not been properly replaced or maintained.
For a hotel being sold as 5-star accommodation, the condition and comfort of the bed were completely unacceptable.
Reception staff and treatment of guests
The attitude of some of the reception staff was one of the worst parts of the experience.
When I attempted to raise concerns, I found the reception staff incredibly rude and intimidating. I did not feel that my complaints were being listened to or treated seriously.
The fact that I was pregnant made the way I was treated even more upsetting.
The Wi-Fi incident on departure
The situation with the Wi-Fi was another completely unacceptable experience.
My partner had already paid 600 Egyptian pounds for premium Wi-Fi. When we were leaving the hotel, we were suddenly told that another 600 Egyptian pounds was required because apparently he had used more Wi-Fi than the amount covered by the original payment.
If additional charges were going to apply, we should have been clearly informed at the time the additional usage occurred – not presented with an unexpected demand for money when we were leaving.
I explained that I had budgeted the money I had left for our train journey and that we had not been warned about this additional charge.
Instead of dealing with the matter reasonably, I felt that I was being intimidated.
I was threatened with security, and I was told that our transfer to the airport could be cancelled unless the money was paid.
This was particularly shocking because the airport transfer had been booked through loveholidays, and we had already paid for the transfer as part of our holiday arrangements.
Being threatened with security and having our airport transfer brought into the argument over a disputed Wi-Fi charge was completely unacceptable.
Overall
This hotel is advertised as a 5-star resort, but in my personal experience it was nowhere near a 5-star standard.
Poor food, disgusting drinks, uncomfortable beds, serious cleanliness concerns, concerns about possible bed bugs, poor customer service and an extremely unpleasant experience with reception staff made this a holiday I will not forget for the wrong reasons.
The worst part was not simply the physical problems with the hotel. It was the way we were treated when we tried to raise them.
I would strongly advise anyone considering spending a significant amount of money on this hotel to research very carefully and consider whether it genuinely offers the standard they expect from a 5-star resort.
For approximately £2,500 for nine nights, I expected a completely different level of accommodation, food, cleanliness and customer service. Also, the entertainment was rubbish was for children and a bit weird considering it’s an adult only hotel.
I would not stay here again, and based on my experience, I cannot recommend Caves Beach Resort."
