Kenzi Club Agdal Medina

"Just returned from a 10 day trip as a family of 4. On arrival the hotel is wow, beautiful scenery and welcoming staff. On arrival to our Room, it was set up for a couple only, we had to ask for it to be corrected, eventually it was. The rooms are incredibly spacious, however the cleanliness of them isn't great, the bathroom (especially the shower) was really grim and shower area was filthy. So asked for it to be thoroughly cleaned - it wasn't amazing but better. The pool area was absolutely fine, does need a bit of TLC, and a clean as it was quite filthy and lots of broken tiles, all 4 of us cut our feet. The pools and slides were great. You have to be early bird to get decent sun beds. Food - this was the biggest issue for us, the food was tasteless and unappetising, it's full of grease and oil, have to wait in long queues to get the basic chips/pizza etc. I found it quite disturbing that I saw a chef put raw chicken on the grill then touch the food already cooked with the same raw chicken glove on. The chicken nuggets were raw and chicken skewers were served pink. This put me off totally. There was a limited selection for children food. Literally just pizza and chips and you might be lucky and get a rubber beef burger every other day. I was very disappointed with it all. I was poorly for 3 days with upset stomach. If you have allergies this is not the place for you. The restaurant itself needs more staff as the tables are never clean or made up and you have to constantly keep asking and it's done but with attitude and funny looks. The snack bar is also not great it's a mix of the left over pastries and pancakes morning and afternoon so you are incredibly limited. There is no ice-cream except for the main restaurant which is only open for 2.5 hours so my children were extremely disappointed as they were excepting decent snacks but we're very disappointed. There is only one bar serving drinks all day so you could be waiting a while and it's full of flies - bring drink bottles to keep drinks covered. The entertainment team were the absolute highlight - they work so so so hard from.10am - 12am. The program of activity is jam packed. The fire show was unbelievable. The cocktails end at 8.30pm which is very disappointing and only one bar open in evening with only 2 people working. The grounds of the hotel are just stunning and well kept and the entertainment team were my highlights for the holiday. We did the quad bikes and buggy ride which was fantastic so I would highly recommend - book it through GetYourGuide and not the hotel it's much cheaper. On the whole we had a good 10 days - I just think a number of things need to improve and it'll be 4/5 star!"

"Loved coming here with my daughter, a beautiful place… everyone very friendly and some amazing people. Lots of things to do and loved every moment."

"Holiday nightmares 😡 We came here as a family of 4 for 10 nights. The hotel is advertised as 5 star, but honestly, I would struggle to give it 3 stars based on our experience. Before we came, we'd read all the bad reviews on Facebook and actually considered changing hotels. In the end we thought we'd give it a chance and make our own minds up. We didn't want to be one of those people who arrives already expecting everything to be bad because of what they've read online. By the end of the 10 nights, we completely understood the bad reviews. The rooms are big, which is probably one of the better things about the hotel, but they are not cleaned to anything like the standard you would expect from a 5 star. Our doors and mirrors were dirty, the bathroom wasn't properly clean and the general standard of cleaning was poor. The balcony was also dirty and, as far as we could see, wasn't cleaned once during our 10-night stay. It's not about expecting perfection. We don't. But there is a difference between a room being lived in and a room simply not being cleaned properly. For a hotel calling itself 5 star, the lack of attention to basic cleanliness was really disappointing. The food - This was probably the biggest issue for us. I wouldn't recommend eating from the snack bar unless you're happy with food being left uncovered with flies around it. We saw this more than once and it really put us off. But the main restaurant was where I had the biggest concerns. I personally saw staff handling raw meat and then touching other food and making up burgers. That, to me, is basic food hygiene and it shouldn't be happening. I didn't just sit there moaning about it afterwards either. I actually reported it to the head chef because I felt it needed to be addressed. Unfortunately, I didn't see anything change. There were also guests picking food up and putting it back, children putting their hands into food and ice bowls and, generally, things happening around the buffet that you just don't expect to see in a 5 star hotel. If you have a food allergy or intolerance, I honestly think you would have a very difficult time here. I've never lost weight on an all-inclusive holiday before! I did this time 😂 Sunbeds weren't really a major problem for us, although my husband did have to get up at 6:30am one morning to get some. It's a holiday. The last thing you should have to do is set an alarm for 6:30am to reserve a sunbed. But compared with everything else, this was probably one of the least important issues. The pool area really needs some TLC. There were areas where flooring was missing or uneven and the surface around the pool was horrible. The whole pool area looked dirty and tired and didn't appear to be cleaned properly. There were some repairs going on while we were there, so hopefully things are being done, but honestly, it needs much more than a few repairs. It needs a really good clean and a lot of maintenance. For a hotel advertised as 5 star, I expected the pool area to be somewhere you could sit and think, "Wow, this is lovely." Instead, we were looking at dirty areas, damaged flooring and things that clearly needed attention. I do want to say something positive because it isn't all bad. The entertainment staff were brilliant. They are probably the biggest positive thing about the hotel. They're friendly, funny, energetic and there always seemed to be something going on. They work really hard and you can see that they genuinely want people to enjoy themselves. We also met some lovely members of staff during our stay. I especially want to mention Faoud, the Customer Relations Manager. Faoud genuinely tried to help us. He listened to our concerns, spoke to us and did everything he could to try and support us and make the best of what had become a disappointing holiday. I really don't want the staff who did try to help us to get lost in this review because it isn't their fault that the hotel has so many issues. Faoud was approachable, professional and genuinely seemed to care about our experience. Unfortunately, there's only so much one person can do, and despite his efforts, the overall problems with the hotel remained. So thank you, Faoud. We really do appreciate everything you tried to do for us and I genuinely mean that. Sadly, though, even with his help, it didn't change our overall opinion of the hotel. So, is it 5 star? For us, absolutely not! That's the frustrating part. You expect your room to be clean. You expect the bathroom to be clean. You expect your balcony to be clean. You expect the pool areas to be clean and properly maintained. You expect food to be handled safely. You expect concerns about food hygiene to be taken seriously. We just didn't get that. And the longer we stayed, the more disappointed we became. The biggest shame is that the hotel could probably be really good with some proper investment, better cleaning and much better attention to detail. There are good staff here. The entertainment team are great. Faoud genuinely tried to help us. But the hotel itself just isn't what we expected from a 5 star resort. Would we come back? Absolutely not. Would we recommend it? No."