Phenicia Hotel

"Nearing the end of our stay as a couple and teenage daughter. The hotel has switched from Summer setup to Winter setup during our stay (Oct/Nov), so we’ve experienced both during our stay. It’s a nice hotel, although after the behaviour of the Head Chef and Restaurant Manager on Customer Survey Night, I’m currently undecided on a return visit. ARRIVAL We were greeted by the friendly bellboys who took our luggage to the waiting area, and asked us to sit in reception. Our passports were then taken to the reception counter and then returned after a couple of minutes along with our All Inclusive bands. During this time we were offered drinks and pastries from a trolley which was welcoming. ROOM We booked a swim up room, which are down some stairs to the right of reception. The room is clean with plenty of wardrobe space and storage for the three of us. We had slight concerns before arrival as most websites describe the swim up rooms for 2 adults, however there are many of these rooms that have two adults plus a teenager staying in them. Bar restocked every afternoon with cans of beer, Coke & Fanta and a bottle of water. Cleaner is friendly and makes towel shapes with petals most days. A few English language news channels available on the TV. The terrace outside the room goes into the shade around noon, with a few sunbeds available on the other side which stay in the sun until about 2pm. These times would be later in the Summer months when the sun is higher in the sky. We then head off to the beach or main pool which are still in the sun in the afternoon. The swim up pool is a little cold, but fine once you were in. BARS The pool bar and the beach bar are fine but have less choice than the main lobby bar, for example you can only get a pina colada & some other cocktails from the lobby bar. This isn’t a problem as it’s quite close to the pool and they will give paper cups to take back. There are some drinks that are not available in any of the bars, such as local versions of Malibu, Amaretto, Baileys etc. It would be nice if these were stocked by the hotel. Three nice hotel snack hatches on the beach next to the beach bar, serving All Inclusive ice creams, fresh crepes and burgers. These closed for the season at the weekend, transferring to the breakfast area between the pools. RESTAURANTS Breakfast is served in a different area, which has a pleasant outside area next to the pool to enjoy the sunshine. The highlight is the cakes and pastries, along with the omelette / egg station (the omelette guy who wears glasses is very friendly). The Beach BBQ was open until the end of October for lunch (in addition to the main restaurant). This has now also shut for the season, so lunch is now only in the main restaurant, with the pizzas now being made in there instead of at the BBQ. Dinner operates on early or late sitting (6:30 or 8:00), and you get allocated a table on your first evening which you then use every evening, with your white & green card remaining in the table number holder. Our waiter is very friendly, and our usual drinks are already on the table for us when we arrive. The food is tasty, with a carving station and show cooking stations, along with other self-serve offerings. The tables are quite close together, so when the restaurant was full of guests the first week, it was sometimes harder to navigate between these carrying food. Now the hotel is quieter this is a lot easier. SPOONS have an unusual importance in the main restaurant – they are not available next to the soup or desserts, nor on your table. Instead you’re required to wait for your waiter to bring you a spoon once you’ve got your soup. This can sometimes mean the food is getting cold. It would be better for guests and more efficient for staff if these were available to take next to the soup bowls. CUSTOMER SURVEY EVENING INTIMIDATION Wednesday evening (28 Oct) was Customer Satisfaction Survey night, with paper questionnaires and pens being given out to guests in the main restaurant. PLEASE BEWARE of the Head Chef and the Restaurant Manager discreetly walking about looking over your shoulder to find those who have not marked “Very Good” for all the restaurant lines. The Head Chef spotted my teenage daughter had marked one thing as “Fair” and got very angry. He called over the Restaurant Manager (the tall man with black hair, who hasn’t been around since Friday 30th), and they both stood over her telling her it needed to be “Very Good”, before snatching up her questionnaire, folding it up and putting in their pocket! This was very intimidating. We also saw them picking up completed surveys that guests had left on their tables, reading these and removing some (presumably the ones with lower scores), so a tip is to hand completed surveys back to those who gave them out. If Sentido Management / Directors are looking for genuine customer feedback, then this coercion of guests needs to be stopped. I believe that this is a Management issue to deal with, not something that Guest Relations can rectify or undo. ENTERTAINMENT There is a large Entertainment Team who work hard in the daytime and evening six days per week (their day off is a Monday). They are very friendly and not pushy if you don’t want to join in."

"This is a really nice hotel. It is large and the direct beach access was perfect. The pools were also large, with one quiet one (adults only) and one where the entertainment team organised lots of activities. Sun loungers are plentiful, and the staff brings matttress for you. The beach area is great with seating, snack bars, bbq and loungers. The only thing that let this hotel down was the food at breakfast and evening meal. The restaurants were just way too busy, we were packed in. Waiters worked really hard but it felt chaotic and not relaxing at all, so I was in and out as quickly as possible. The food at these meal times was average. Lunches at the bbq were good though! Evening entertainment pretty limited, band night was good but the hotel entertainment team were very basic- like watching a school dance show but they tried hard. Overall for the price I would recommend this hotel."

"It's was my third visit in 12 months to this lovely hotel. Staff are always wonderful kind and helpful. The rooms are spacious, some in need of upgrades but that's not an issue as I know the whole hotel is phasing in a programme if updates over the next couple of years. The food this time was not as good as it was in June with only a little selection of fish dishes for non meat eaters, lots of dishes were luke warm and undercooked. This was mentioned to the staff. The BBQ area was always well used with a great lunchtime selection. The beach bar was as always busy but the guys served with a smile and were happy to bring drinks to the beach area. Sunbeds were always plentiful and the mattresses put out for you. Overall this is a good hotel, yes it has some issues, but the staff and ambience make up for the odd issue. I'm happy to book again in the early summer even as a lone traveler as it's one place I feel safe and well looked after. Big shout out to Wallid, and all reception area staff, Abdul, Khalid, for their kindness, Chocy who made made my room so lovely and clean and the lovely waiters who were always attentive. There is a well stocked shop on site where you can get big beach towels to use but pay a deposit if 20 dinah per towel. Theses are changed every 3 days or so and your deposit is fully refunded on your departure. If you've not been to Tunisia previously, always change some ££ or Euros at the airport for tips in the hotel. Exchange can be done at the reception desk as well. A few Dinah is always appreciated as the salaries are very low. This hotel does NOT have a cash machine and the only availability is next at the hotel door . If they run out then pop to Yasmine Hammamet by cab, 15 dinah each way, and use one if several available in the shopping areas. Do not attempt to take their currency out of the country as it will be confiscated at the airport. Use up what you have to save any issues before your flights."