The Grand Plaza Hotel Smouha — Hotel in Alexandria

We booked a room for several days in Alexandria through Booking.com. Upon arrival, the hotel refused to check us in, citing a requirement for specific proof of marriage—a condition that was never disclosed or required during the booking process. This refusal was arbitrary and unjustified.

We were told the accounting department would contact us, but no such communication ever occurred. Attempts to resolve the matter through the Booking.com platform also went unanswered. Ultimately, we were denied accommodation, left without any assistance, and received no refund, despite having done nothing wrong.

I find such conduct unacceptable, both from a contractual and consumer rights perspective. Transparency and accountability are essential in hospitality, and this hotel failed on both counts. I did not expect such treatment from a well-rated and reputable establishment. Regrettably, I cannot recommend this hotel to anyone. If rating with zero stars is possible it'd be my rating choice.....

Although still currently staying here, first impressions aren’t exactly great. Checking in was a pleasant experience and the room service offers an extensive range of fresh and delicious food. That said, the hotel restaurant experience was far from pleasant. There were 5-6 employees just standing around talking (loudly), occasionally coming to see if I am eating and after 30mins of being sat with a very disappointing offering of food from a self service buffet, not a single member of the restaurant staff offered to show me the restaurant facilities, food selection (hugely limited) or any refreshments…. I left to return to my room for a drink!

There is little to no attention given to paying customers and instead it’s evident that the staff prefer to stand in a group laughing and joking.

Hugely disappointing experience and one which left me considering checking out and relocating to...

Stayed for three nights. The staff and receptionists are really friendly, but my room's bed sheets were very dirty, and toilet facilities are old. In addition, my biggest problem was that the room was very smelly from inside (something wrong related to the maintenance in the ventilation system or sewerage), also, the wifi connectivity was very limited and couldn't be connected to my phone most of the time. I complained of course, first two nights nothing happened at all, and I was offered to change my room at the third night, which was at a very late stage. Overall, the hotel is really overpriced comparing to what you will get, and not recommended, unless a proper maintenance will be made. There is an extra fee for an outdoor parking at Pharos University (Did not understand why we have to pay for an outdoor parking), and one bottle of water is offered for...