"We spent three nights at Giza Palace following a two-night stay closer to the Nile. We chose this hotel based on our positive experiences with other Leading Hotels of the World and Michelin Key properties. While the hotel itself is beautiful, peaceful, and offers excellent facilities (pool, spa, and gym), the service fell well below expectations.
Breakfast
Service was consistently slow, even on the first two mornings when there were more staff than guests. Each day, we waited 10–15 minutes just to get someone’s attention for a hot drink. On the second day, there was no orange juice available, and throughout breakfast there were no glasses near the juice station or plates at the pastry section.
On our third morning, when the restaurant was busier, the experience worsened. Several tables had been cleared but not reset. When we asked to sit at one of these, we were refused and directed to a pre-set table next to the egg station. At comparable hotels, staff would typically reset a table upon request. Attention to detail was very poor throughout. When we asked for missing napkins, we were given only two for three people. Empty plates were not consistently cleared, even when staff visited the table to serve water. Fruit platters were left empty and not replenished. Overall, there is a clear need for better training and management oversight.
Turndown / Housekeeping
Housekeeping failed to deliver even basic standards. On our second night, turndown was either done far too early or combined with the morning clean (before 4:30 pm). Before heading to dinner, we requested fresh towels and a tidy bathroom due to a wet bath mat. When we returned several hours later, this had not been done. However, someone had entered the room to remove a fruit basket and a plate of donuts, which we were still consuming.
We raised the problem with management, yet the same issues persisted the following day.
Hot Water
There was no hot water in either the shower or sinks on our second morning. On the other days, the temperature regulation was poor and the water scorching even on colder settings. We were informed by management that there had been glitches in the water system.
Booking & Executive Lounge Misrepresentation
Prior to booking, it took three emails to receive accurate information about the rooms. As this was a last-minute trip, we relied on the hotel’s website, which clearly stated that our room included “executive lounge access.” After booking, we were told the executive lounge was not available and was instead replaced by afternoon tea and an aperitivo hour. Both were disappointing: minimal food took over an hour to prepare, and we were told only two drinks were included each day (tea, coffee, or juice), with additional charges even for our daughter. When we raised this, we were given inconsistent and contradictory explanations—from it not being included in our rate, to it not being advertised at all, to claims it was not on the website at the time of booking (which was a lie, and we provided evidence). We were even asked to show where it appeared online, but the website was conveniently “under maintenance” at that moment. Later that same evening, however, the executive lounge was still being advertised even for same-day bookings. We were ultimately told the executive lounge benefits only applies to direct bookings through the hotel—yet, in reality, there is no functioning executive lounge at all.
Management Response
We interacted with several assistant managers, but despite the number of issues raised, senior management showed little interest in resolving them. The explanations provided were inconsistent and, at times, implausible. It was genuinely uncomfortable listening to the excuses given.
In contrast to other luxury hotels we have visited—where senior managers proactively seek feedback even when there are no problems—it is clear that senior management here lacks engagement. This likely explains the consistently poor service.
Overall
If you are expecting the level of service associated with a Leading Hotel of the World or Michelin Key property, you will be disappointed. However, if you are simply looking for a clean, modern hotel with average service, it may still meet your needs.
On a positive note, we had excellent service from Wael at The Palace Bar, Islam (bell boy) and the pool team (Ahmed and the lifeguards)."
