Hilton Pyramids Golf — Hotel in Giza

Disappointed by Poor Customer Service Despite a Beautiful Property ( 27th till 29th April 2025)

It is extremely rare for me to leave a negative comment, especially regarding customer service at a 5-star hotel. I’m a simple person who places high value on human decency and respectful behavior. However, I feel compelled to share this experience in hopes that it reaches the management.

My husband (an Egyptian) and I (from Singapore) are celebrating our 7th wedding anniversary by traveling across Egypt. This is my first time in the country, and we began our journey with wonderful experiences at Sunrise Hotel in Alexandria and Steigenberger in Luxor—both truly delivered on their 5-star promise.

However, things took a disappointing turn when we arrived in Cairo and checked into Hilton Pyramids Golf. We had chosen this hotel for its peaceful location away from the city’s noise, and were looking forward to our stay.

Upon arrival, we were surprised that no one from the front desk welcomed us or offered assistance—even when we approached to request early check-in. A lady at the desk eventually processed our request, which we appreciated.

However, the check-in process quickly became distressing. As our marriage is registered in Singapore, we provided our valid Singaporean marriage certificate, as well as my visa from the Egyptian Embassy in Singapore, which clearly states that I am married to an Egyptian. Despite this, a staff member named Islam (possibly a manager) refused to allow us to check in, claiming our certificate needed an Egyptian stamp. His manner was unprofessional and dismissive.

I calmly explained our situation, mentioning that we had checked into other 5-star hotels in Egypt with no issues. He insisted we book a separate room, which was absurd and discriminatory. I had to call my embassy for support, and thankfully, a helpful lady named Sylvia assisted us. We also contacted the Egyptian Tourist Police, who confirmed our documents were valid, and we were finally allowed to check in.

Despite that being resolved, we were then told to wait 5–10 minutes for our room. We ended up waiting over 45 minutes with no updates. When we returned to the desk, the original staff member was gone. Another polite staff member checked on our room. To our disbelief, the same man, Islam, was behind the wall eating and casually mentioned that our room had been ready “for some time.” No apology. No accountability.

To be fair, the room was clean and spacious. The property itself is beautiful and deserves repeat visits. However, if Hilton wishes to uphold its 5-star reputation, it’s essential that the staff—especially those in leadership positions—undergo basic customer service training.

This review is offered sincerely, in the hope that the management will take it seriously. A hotel is not just about luxury rooms and pretty views—it’s about people, experience, and respect. Improve the customer service, and this hotel could...

Breakfast and Dinner Beyond Imagination – Where Creativity Meets Flavor! That night was not just a dinner; it was a mesmerizing sensory journey, an extraordinary experience that exceeded all expectations! From the moment we walked in, we were welcomed by an atmosphere brimming with elegance The aroma of exquisite dishes gently filled the air and the dreamy ambiance whispered in the background inviting us to relax and indulge. The tables were meticulously arranged and the warm lighting made us feel as if we were at the heart of a refined and complete dining experience Then came the defining moment: the first bite. And that’s when the magic began! Every dish was a masterpiece of culinary artistry, a harmonious blend of flavors that captivated the senses But what truly elevated the dinner from a delightful meal to an unforgettable experience was the legendary service team They were not just hosts they were artists mastering the craft of hospitality With an almost magical ability, they anticipated our needs before we even voiced them. Their warmth, genuine smiles and attentiveness made us feel as if our comfort was their top priority This was more than just a dinner it was a memory etched into our hearts. The place made us feel like part of something truly special. The service team treated us not just as guests but as dear friends creating an atmosphere of warmth and comfort that I had never experienced before. A special heartfelt thanks to Mr. Mohib for his exceptional hospitality, making us feel at home and filling our hearts with warmth And I cannot forget to mention the amazing breakfast that left us in awe! Every bite was a delight every flavor meticulously crafted to perfection The service was impeccable and the warmth of the staff made the experience even more special Their dedication attentiveness, and passion for ensuring an outstanding experience left us utterly impressed From the bottom of my heart, I thank every member of this incredible team you create magic with your hands and I will undoubtedly return time and time again to relive this wonderful experience! #Unforgettable_Experience #Culinary...

Review of Hilton Pyramids Golf, Cairo, Egypt

I recently had the opportunity to stay at the Hilton Pyramids Golf in Cairo, and overall, it was a pleasant experience with some minor drawbacks.

Location: The hotel’s location is one of its strong points. Situated near the Pyramids of Giza, it offers stunning views of the iconic landmarks and provides convenient access to major attractions in Cairo. This prime location enhances the overall appeal of the stay, especially for those interested in exploring the historical sites.

Facilities: The Hilton Pyramids Golf features well-maintained facilities, including a well-equipped gym, a refreshing swimming pool, and beautifully landscaped gardens. The room I stayed in was spacious, clean, and comfortable, offering a good blend of modern amenities and traditional charm.

Service: The service at the hotel was generally satisfactory, but there were areas where it could improve. One notable issue was the insistence of some workers at the main gate for tips. Their persistent approach for gratuities was somewhat annoying and detracted from the otherwise positive experience.

Dining: The hotel’s dining options were varied and of good quality. The restaurants offered a range of delicious meals, from local Egyptian dishes to international cuisine. The dining staff were attentive and provided good service.

Overall Experience: Despite the minor inconvenience caused by the tipping issue, the Hilton Pyramids Golf remains a solid choice for accommodation in Cairo. The combination of a great location, comfortable facilities, and good dining options makes it a worthwhile option for travelers. If you can overlook the tipping-related annoyance, the hotel offers a comfortable and convenient base for exploring Cairo and the...