"Our recent stay at Pickalbatros Jungle Neverland was our second visit to this hotel. We have also stayed at Pickalbatros Aqua Blu and Pickalbatros Aquapark in Sharm El Sheikh.
Our first visit to Jungle Neverland was in 2023, and we had such wonderful memories that we decided to return this year to celebrate several special occasions: my 37th birthday, my son's 8th birthday, my mother's 60th birthday, and we also travelled with my cousin, who had a separate room. It was a big family trip that we had been looking forward to for a long time.
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Unfortunately, from the moment we arrived, our experience was disappointing.
The reception staff treated arriving guests like they were part of a production line rather than valued customers. We did not feel welcomed at all.
After a five-hour flight from the UK, arriving around 10:00 PM, we were tired and hungry. There was a long queue at reception, and we were asked to sit and wait, which was understandable. However, no drinks or refreshments were offered while we waited.
It took around 45 minutes to receive our wristbands and room cards, and then we had to wait another 20 minutes for transport to our room.
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When we finally arrived, I immediately realised that the room was not what I had booked. Before even entering, I wanted to return to reception.
The staff member who brought us there told us that the hotel was fully booked and that we might be moved the next day.
The next day was my birthday, and I did not want to spend even one night in the wrong room and then move again.
The standard room we were taken to was small, old, and located on the first floor, which we did not want. The flooring looked very outdated, and overall, the room was not acceptable for us.
I called reception and had my call transferred three times. I remained calm and explained that this was not the room I had paid for.
The staff member on the phone was rude and insisted that I had booked a standard room, which was simply not true. I had my booking confirmation open on my phone, and it clearly stated: "Bungalow with balcony or terrace and separated by sliding door."
Eventually, he asked me to wait five minutes. He called back and informed me that another room was available and that someone was coming to collect us.
We were moved to room 2123, which was excellent.
This left us wondering why this could not have been arranged from the beginning. Our holiday started with unnecessary stress and disappointment.
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Another unpleasant situation happened on 16 June, during my son's 8th birthday dinner at the Mediterranean Restaurant, where we had reserved a table for 8:00 PM.
Everything was fine until my six-year-old daughter waited patiently in line for pasta for around 15 minutes, just like everyone else.
When it was finally her turn, the staff member serving the pasta skipped her and served three plates to another family who had joined the queue behind her.
I witnessed the entire situation and told the staff member that her behaviour was unfair and unkind. She ignored me and gave a very dismissive apology.
Fortunately, a member of Guest Relations and a manager saw what happened. They reacted immediately, apologised properly, and spoke to the staff member involved.
We appreciated their quick response, but it was still upsetting, especially as it happened at the start of my son's birthday celebration.
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During our stay, we felt that some guests were treated differently from others.
In several situations, guests who appeared to be local or from the region were allowed to skip queues for food, lifts, and attractions without any intervention from staff.
This created a feeling of unequal treatment and was particularly upsetting during the incident at the pasta station, where my daughter was ignored despite waiting patiently in line.
We understand that cultural differences exist, but all guests should be treated fairly and equally, regardless of their nationality or background.
Unfortunately, the inconsistent enforcement of rules gave us the impression of preferential treatment, which negatively affected our overall experience.
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The hotel is clearly expanding and developing, but we are not convinced these changes are for the better.
Compared to our first stay three years ago, one major disappointment was the lack of sun loungers around the water park. They have been replaced with uncomfortable chairs that are not suitable for relaxing.
Previously, loungers were available in several areas, but now there are far fewer.
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The reception staff were consistently unfriendly and lacked basic customer service skills.
Simple words such as "please," "thank you," or "sorry" seemed to be missing.
Guests were rarely greeted with a smile, and staff often appeared more interested in talking to each other than helping visitors.
Another disappointing change was the minibar. During our previous stay, if we asked for soft drinks like Coca-Cola, housekeeping would happily provide them.
This time, even after asking, we were told it was not possible.
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The cocktails were of average quality, but this is quite common in many resorts in Egypt.
The bottled beer was much better than the canned version.
The food, however, was excellent. There was a huge variety, and we always found something delicious to eat.
We genuinely do not understand complaints about the food because the selection was impressive.
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There is one very important safety issue that needs urgent attention.
Our son accidentally got locked inside the toilet near the large Cobra slide, and two days later, our daughter became trapped in a toilet at the Mediterranean Restaurant.
This is a family hotel designed mainly for children, so toilet locks should be simple and safe for children to use.
This happened twice during one holiday, which is completely unacceptable.
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Sadly, after the way we were treated upon arrival and the overall attitude of the reception staff throughout our stay, we have decided that we will not return.
Instead of trying another Pickalbatros hotel, we will be looking at other hotel groups such as Titanic or Jaz for our future holidays.
We had originally planned to visit Pickalbatros Aqua Blu in Hurghada next time, but after this experience, we have changed our minds."
