Kenzi Menara Palace Hotel

"This is not a 4/5 star hotel. The rooms were not clean to the required standard and they make everything in the mini bar nearly triple the price of the shop. It is very dated, especially the bath room, which could do with some limescale removal. The outdoor bar/restaurant staff are unapproachable and rude and made me feel uncomfortable going to order or pay for anything. Waited nearly an hour and 30 minutes for two smoothies. Lack of communication with the reception as we was told that British Airways was not covering any more nights of our unexpected extra stay - later to be told once we had rebooked it and paid for ourselves that they had indeed booked more nights for us. Worst of all, we was “upgraded” to a suite (which is kind) but the room (room 121) was basically behind a rooftop nightclub which blasted music loudly till 12:30/1am which is not helpful with a 9 month old baby. I can say that the indoor bar staff and senior reception staff are kind and attentive. Also you can smoke in the lobby which would completely stop me from ever staying in this hotel again. As a young family we would prefer to stay at a more family friendly hotel."

"What can I say - a very mixed experience. And not one to encourage me to come back. This is most definitely NOT a five star hotel - I’d say 3, maybe 4 at a push as it’s all looking very tired. Lots of chipped and scratched paintwork, stain-marked furniture in the rooms, attention to detail a bit lacking with lots of light bulbs not working, water leaking from the mini bar etc. Good things first - Bar staff very helpful and friendly, both at the hotel bar and the pool bar. 10/10 for them ! Cleaning team in my room efficient. Free shuttle bus into city centre. Bad things (lots I’m afraid )- When I booked I asked for a quiet room not too far from the main part of the hotel. What I got was a room as far as possible from the main area, with patio doors that wouldn’t close properly and directly opposite an incredibly noisy nightclub that had very loud music until the early hours. Every night. Thank goodness for ear plugs. The reason I wanted a room nearer the main part was because I have a physical disability and prefer to avoid long treks back to my room a few times a day to take my medications etc. and as a single traveller it feels more secure and safe to be nearer the main parts. The room I was in was not really secure because the patio doors didn’t close and lock properly. The hotel itself was fairly quiet and nowhere near full capacity, I barely saw anyone ok the same floor as me or in any rooms nearby so if something had happened no one would have heard anything (apart from the noisy nightclub !). Second - being told off for bringing a bottle of water back into the hotel after I’d been for a walk, and directed to the ‘guests can’t bring things in’ rule. It’s a bottle of water …. Hardly litres of wine and takeaway food. Third - I’d been told when I’d asked earlier in the week that on check out day if I went to reception early in the morning I could ask for a late check out. My flight wasn’t until late the evening I was leaving so I had the prospect of about 8 hours to fill. My main concern was having somewhere private to shower and change before travelling back to the airport. On the morning when I asked the lady at reception said that I would need to check out at 12 but that when I was ready to shower and change I could just cone back and they would give me another room which I could use for a short period before my transfer. I asked her to confirm this was definitely going to happen and she said yes. I went back at 12pm and checked out, again asking about the room availability for later and was reassured it would be no problem. All good I thought - as someone with a physical disability I am very uncomfortable in getting changed in front of others and so felt reassured again. However, when I returned a few hours later to ask for the room, another receptionist (younger lady with glasses) refused the room and said I would have to use the spa changing room. The original lady I spoke to was there too and heard, but she said nothing, and wouldn’t meet my eye. I said that I would prefer the room as I had been promised as I needed privacy and the rather rude lady with the glasses said it would be private in the spa and I wouldn’t be expected to share with others as there were private spaces. In my experience spa changing rooms never have private spaces apart from the toilet cubicle ! Off I go to the spa - and yes ladies and gentlemen - communal changing area. The one space that was separate had a transparent glass door. Very fortunately no one else was there so I was able to have a very quick shower and get changed, although the spa attendant did walk in and out a few times so I can’t say I felt I had privacy. Not a good experience at all. Overall, not a place I would strongly recommend to be honest. Some staff are great but others need to learn a little more civility. They seem to forget that guest are customers. It seems harsh to tar them all with the same brush but one or two staff members spoil it for the otherwise good people and sadly it’s only the negative experiences people tend to remember. Hôtel management- you need to think carefully about the attitude towards your guests and the inconsistency around information given out. This could have been a really great holiday but it’s the little things that are easily remedied that let you down. Overall I’d give this hotel 6/10."

"We had a lovely stay as a family of four with two sons (14 and 12) in August. We had adjourning king rooms which were huge!!! The food at the restaurants and pool bar wasn’t great so we mainly ate out at local restaurants. However, breakfast was included with our stay and was thankfully pretty decent with lots of choice. The pool was amazing… huge and very clean, with loads of sunbeds, umbrellas and cabanas. Special mention to Khalid who cleaned the pool every morning and then moved to life guard duty. Khalid was extremely helpful, kind and approachable. He was the standout member of staff during our stay. Overall, I would recommend the Kenzi Menara Palace."