Al Masa Hotel Nasr City — Hotel in Cairo

Extremely Disappointing Stay – False 5-Star Claims

I recently stayed at Al Masa Hotel, which claims to be a 5-star establishment, but my experience was far from it. This hotel fails to meet even the most basic standards of hospitality, and I would never recommend it to anyone.

No Hot Water for 5 Days and a Pointless Apology: For five days, the hotel staff argued with us, insisting that there was hot water in the room despite our repeated complaints and proof to the contrary. Finally, they admitted their mistake and apologized, but what is the point of an apology after someone has already suffered for five days without hot water? Even after changing our room, there was no meaningful compensation for the inconvenience and discomfort we endured.

Delayed Room Preparation: We communicated our time of arrival via email well in advance, and the hotel confirmed it. Despite this, our room was not ready upon arrival, forcing us to wait unnecessarily after a long and tiring journey. This lack of preparation is completely unacceptable.

Wrong Room Assignment and a Poor Solution: Instead of the room we booked, the hotel gave us a room with two twin beds for three people. Their “solution” was to cram an extra bed into a space that was already too small, making the room even more uncomfortable and impractical. Since we were traveling in a large group, we resolved the issue ourselves, as the hotel was unhelpful beyond offering empty apologies. At a reputable chain like Hilton, staff would have gone above and beyond to rectify the situation and ensure customer satisfaction, instead of simply apologizing and leaving us to deal with it.

No Compensation, No Solutions, No Care for Customers: The management made no effort to address our concerns beyond empty apologies. This hotel clearly doesn’t care about its paying guests. If you value proper customer service, stay at a reputable chain like Hilton or any American hotel brand, where customer satisfaction is prioritized. Al Masa's service is on par with a second-rate motel pretending to be a luxury establishment.

Warnings from Locals to Avoid: While outside the hotel, a local Egyptian warned us to avoid doing business with Al Masa because of its terrible reputation. When even locals—who know the ins and outs of the area—advise against staying at this hotel, it speaks volumes about how poorly it is regarded.

Catering to Weddings Over Guests: The hotel seems more focused on hosting flashy weddings than caring for its actual hotel guests. If they can’t bother with basic amenities like hot water or proper room assignments for paying customers, imagine the disaster they could make of someone’s wedding day. Avoid this place entirely—whether you’re staying the night or planning an event.

Restaurant Service is the Only Positive: On a brighter note, the restaurant staff provided decent service, and the food was satisfactory. However, it’s a shame that the hotel itself doesn’t match the professionalism and quality of its dining team.

This hotel might look luxurious in pictures, but don’t be fooled. It’s a poorly run operation hiding behind a false 5-star rating. There are far better options in Cairo—save yourself the frustration and choose a hotel where customer service actually matters.

Avoid...

I recently had the pleasure of staying at Al Masa Hotel in Nasr City, and I can confidently say that my experience was nothing short of exceptional. From the moment I arrived, I was warmly welcomed by the hotel staff, who went above and beyond to ensure that my stay was both comfortable and memorable.

A special shoutout to Mohamed Hassen at the front desk, who truly made a lasting impression with his outstanding service. When I expressed my dissatisfaction with my initial room, he immediately offered to upgrade me to a luxurious suite, ensuring that I had a far more comfortable and enjoyable stay. His professionalism and attentiveness set the tone for the rest of my visit, and I couldn’t have asked for a better experience.

Things took an unexpected turn when my wife fell ill during our stay, and I found myself in need of urgent assistance. I contacted Ahmed, the night shift front desk staff, to inquire about the nearest hospital, but to my surprise, he informed me that Al Masa Hotel has its very own doctor on-site, ready to help guests in need. This was a relief, and soon enough, Dr. Islam Amer arrived at our room. His dedication and care were beyond what we could have hoped for.

Dr. Islam Amer was incredibly professional, compassionate, and thorough. He performed an IV treatment on my wife, and stayed with us for hours, monitoring her condition and ensuring she was comfortable. He didn’t leave until she was feeling significantly better, and his reassuring presence was exactly what we needed during a stressful time. The level of care we received from Dr. Islam was unparalleled, and it was truly a testament to the high standards of service at Al Masa Hotel.

What impressed me even more was that, even after our departure, I was able to reach out to Dr. Islam for advice on my wife’s condition. He was incredibly responsive and willing to offer guidance, which further solidified our trust in the hotel and its staff.

In addition to the amazing service, Al Masa Hotel itself is a wonderful place to stay. The facilities are impeccable, and everything you could possibly need is readily available within the hotel. The food offerings were top-notch, and I particularly appreciated the variety and quality. Whether you’re visiting for business or leisure, the hotel offers a perfect blend of comfort, convenience, and luxury.

Overall, I am truly grateful for the incredible service we received at Al Masa Hotel. The professionalism, kindness, and genuine care shown by the staff, especially Mohamed Hassen, Ahmed, and Dr. Islam Amer, made our stay unforgettable. If you’re looking for a hotel that not only provides great amenities but also delivers an exceptional level of customer service, look no further than Al Masa Hotel. I will undoubtedly return for future stays and recommend this hotel to anyone traveling to Nasr City. Thank you to the entire team for making our experience...

My husband and I stayed in Masa 2 for almost 3 weeks, and I have a lot of mixed opinions. I feel guilty removing stars, so I went conservatively high.

First of all, the entire campus is defiled by statues and paintings of humans and animals, which is super haram. We specifically chose this hotel because it’s alcohol-free and has a masjid, but definitely felt that removed the barakah. For that reason alone we would consider other options next time. Take those away and it’s a beautiful place with well-maintained gardens; certainly a much-needed reprieve from the craziness of Cairo.

Since I agreed to work for the first week of the trip, we chose a suite so I would have adequate space. First impression, very nice, but it was kind of dated and problems came up. My husband called about the A/C multiple times, but let’s be honest, no one really cared. It wasn’t until my husband met a nice receptionist at Fajr that we were able to switch rooms and not have that problem anymore. We also had an issue with music constantly playing in the bathroom, which my husband also called about. Again, not helpful. They told us to turn the volume knob, but it was broken. I never want to hear jazz again in my life. Changing rooms made us realize there are a lot of differences, which aren’t really communicated anywhere. The second suite had a worse view, but was certainly less dated with working AC, a better tub, and fortunately we were able to turn off that horrible jazz. A perk was the included breakfast buffet. The staff was very kind and attentive, and even on Eid we were able to eat in peace since not many people go.

For the first week or so we were too busy to leave, so tried a handful of the restaurants and lounges. It definitely would have been helpful to have menus in the room so we could make better choices without having to run all over campus or look though Google photos for menu fragments. The Lebanese one had good food, but the others were just okay. Service at the pergola lounge was horrible, and honestly not so great elsewhere either. We brought relatives of my husband a couple times and felt so bad when they flat out forgot about items they ordered and more than once we would finish our food and still no beverages. I don’t like to eat a ton in one sitting, so it was kind of a bummer to take my leftovers and realize there was no microwave in the suite. Sitting in the lounges was kind of cool on nights when there was a nice breeze and there was a game on instead of musical performances, but that’s about it for my compliments.

Overall, okay stay. No regrets, but perhaps not our go-to, especially since the area isn’t walkable and you have to get interrogated by security each time. And most of all, those...