"We enjoyed many aspects of our stay at the Royal Kenz and felt that, overall, it offered reasonable value for what we paid. The hotel was clean, most of the staff were friendly and hardworking, and there was a good selection of food. However, there were a few areas that unfortunately affected our experience.
First impressions matter, as they can set the tone for a holiday. We arrived at around 9.30 pm, checked in, paid the local tourist tax and were shown to our room on the mezzanine floor. After putting our bags away, we returned to reception and were told that a “cold plate” had been saved for us in the dining room.
We were seated at a table laid for two, where two bread rolls had been left covered in cling film. We were then brought a plate of meat, cheese, salad and olives, but both the plate and the food were warm rather than chilled. As a chef, food safety is naturally something I notice, so I ate the bread and a little cheese and salad but chose not to eat the meat. The cakes served afterwards were also on a warm plate. It would have been much more reassuring if the food and plates had been kept properly refrigerated until our arrival.
Our room was pleasant and exceptionally clean. Our maid visited every day, kept everything beautifully tidy and provided fresh towels. We could not fault her at all, and I only wish I had remembered to take her name because she deserved a personal mention.
The pool area was where we experienced most of our difficulties. On our first day, I slipped while walking barefoot beside the pool and sustained a large scrape to my knee and elbow. After my husband asked for assistance, the lifeguard came over, carefully cleaned both injuries and took our room number so the incident could be reported to management. He was kind and helpful, and again I wish I had taken his name. Unfortunately, despite the incident being reported, nobody from management contacted us afterwards to ask how I was or to apologise.
Although there was a rule against reserving sunbeds, it did not appear to be enforced. On several mornings, we struggled to find somewhere to sit while other beds remained unused for long periods with towels placed on them.
There were water aerobics and water polo activities, which many guests seemed to enjoy. However, the water polo became extremely competitive, with adults and children all trying to get the ball. I was hit in the face by the ball while still in the pool, so my advice would be to get out while the game is taking place if you do not wish to participate.
There is a smaller area intended for children, but many played in the main pool instead. There was frequent dive-bombing, splashing and hitting the water with pool noodles, sometimes without a parent close by. On one occasion, a child actually swam between my legs, which startled me and could easily have caused another fall. I am certainly not anti-children—I have worked with children for many years—but I was on holiday hoping for a chance to relax. More active supervision and intervention from the lifeguards would have made the pool safer and more enjoyable for everyone.
We also saw a young child asleep alone on a shaded sunbed, wrapped in a towel, with no parent visibly nearby. On our final full day, the combination of children shouting and fighting in the pool and loud music made it almost impossible to relax. Guests looking for a peaceful day by the water may prefer the beach, which we found much more tranquil.
As a chef, I was keen to see what the food would be like. There was a generous choice, and in the main dining room the cold dishes were properly displayed in a chilled section. There was a good mixture of hot and cold food, with a different theme each evening, including Tunisian, Greek and Italian. My husband occasionally found it difficult to find something he fancied, but overall there was plenty of variety.
The dining room could become extremely busy, with many people moving around and occasionally bumping into one another. One evening, I noticed a very young child left unattended in a highchair who eventually began to cry. As a mother and childcare professional, my instinct was to comfort her, but I was conscious that my actions might be misunderstood, so it was a difficult and upsetting situation to witness.
Later, the same little girl was running unattended on the terrace and nearly tripped a waiter carrying items. When the waiter politely asked her father to watch her, the father appeared unhappy and wagged his finger at him. I felt very sorry for the waiter, who was simply trying to keep the child, himself, and other guests safe.
Breakfast offered a good selection, and we particularly enjoyed yoghurt with honey and seeds followed by fried egg on toast. I looked forward to it each morning. The only downside was an unpleasant smell coming from the kitchen area, which could be quite off-putting.
Unfortunately, I had a second fall near the reception entrance towards the end of our holiday. Water appeared to be leaking from a downpipe, but there was no warning sign. I slipped and twisted my knee, and a very kind gentleman helped me back to my feet. When I reported the incident at reception and explained that a wet-floor sign was needed, I was simply told to be careful. There was no apology or enquiry about whether I was hurt, which was very disappointing—especially as this was my second fall during the stay.
The bars could become very busy in the evenings, but we were always able to get a drink. The American Bar, which is not included in the all-inclusive package, served some lovely cocktails. It might also be nice if guests could purchase a small pitcher or similar to enjoy on their balconies in the evening, particularly those who prefer a quieter end to the day.
Overall, the Royal Kenz is clean, offers a good range of food, and its hardworking staff do their best to ensure guests have an enjoyable stay. We appreciated the care our maid took, the kindness of the lifeguard who treated my injuries, and the many staff members who worked tirelessly throughout our holiday.
We enjoyed much of our stay and felt we received reasonable value for the price. However, the lack of management follow-up after my two falls, together with the noise and limited supervision around the pool, means that it is unlikely to be the right hotel for us again. It may suit families and guests looking for a lively atmosphere more than couples hoping for a peaceful and relaxing break.
this hotel is rated as a 4*, i think more of a 4 going down to a 3."
