Golden Jewel Ismailia — Hotel in Al Ismailiya

I did not stay in the rooms, but I requested a day use pass for me and my children. You purchased the pass at the gate when you enter the resort. This was very strange because other hotels allow you to purchase a day used pass from inside the hotel reception. We are Egyptian nationals that live abroad so even after showing my Egyptian ID and my Egyptian passport, they still wanted to charge us a foreigner rate instead of the national rate. After a little pushing, we were finally able to get into the resort under the Egyptian rate. No one explained to us that on a day pass you only get access to the two tiny pools and not the major pool that they show on all of their pictures. There was no mention that you needed to bring your own towels if using the day pass. This is a Stark difference to other hotels right next-door who will provide you with a day pass full access to all of their pools and towels. There was also no explanation that the pool would shut down from 2 PM until 2:30 PM for a pool cleaning and scheduled break. I thought the break was so that the lifeguard could take a chance to eat lunch, But after the break, the lifeguard brought back a full meal, complete chicken leg and chicken thighs, and sat there and eat while on the clock. The facilities were not clean. The bathrooms were filthy. The beach in the sand area was filthy from people bringing in their own water bottles, their own bags of chips and no one there to clean up after them. The water and the beach was absolutely filthy and the sand of black collar from all the number of ships traveling through the canal, which you could watch up close. This was supposed to be a five star hotel and resort. It is a three star at best. Other hotels that we tried in the area like Mercure and Tolip are far superior in comparison and had larger pools and their day pass...

Literally the worst hotel service I have ever seen in my entire life, and I have been to tens of hotels in many governorates all over Egypt! The reception won’t pick up in a lot of times and when I go down I find no one standing in the reception! This happened for 2 days straight! The room service doesn’t pick up either! It took them 1 and a half hour to get my food! And when I made a complaint, there response was that they have one chef in the whole hotel so he is busy!! I asked for pillows from the house keeping line, they didn’t get them! I made a lot of complaints and they take them very lightly and nothing is fixed the next day! The room cleaning was fine but when I looked under the bed, it wasn’t clean. The toilet had a bad smell since I came and tell I left although it was cleaned they day after I arrived. I told the reception that I need someone to take my bags at 6 am because I was leaving early and no one came, and the reception wasn’t picking up, ofc! And when I went down there was no one at the reception! His excuse is that the have one bellman and maybe he was in the bathroom! Although the decorations are very nice, the view from the rooms is marvelous and the taste of the food is nice but I will never go to that hotel...

Maybe for a day use this place would be okay but I stayed for 2 nights and the service is absolutely horrible. The reception staff is rude, when you call the reception from the room they pick up once every 5 times. We ordered room service (food) and it took more than an hour and a half to arrive after calling them several times and them only picking up twice to apologize yet delay the order even more. The breakfast isnt the best but you can work with it, however the staff is not enough to suffice the work needed and the egg station lady is so rude and tells clients to wait by their table then gives platters of people who previously ordered to new clients. My father spoke to a staff member because his chair in the restaurant is broken and fell and it might hurt an elderly if they sit on it later on and the guy just ignored my father’s request blatantly and said okay and left. Not to mention my room smells like diapers for an unknown reason. I’m absolutely disappointed by the service here and will most likely not be returning to waste my money on this fake...