The Westin Cairo Golf Resort & Spa, Katameya Dunes — Hotel in New Cairo City

strongly advise against using the spa at this hotel.

No matter when I book, the reservations are always incorrect. They’ve mistaken a 90-minute session for a 60-minute one, mixed up the type of massage, and even guided me to a room under someone else’s name despite confirming my reservation at the front desk.

That said, there was one massage therapist who was incredibly professional and talented, so I kept returning—thinking these mistakes were just unfortunate accidents.

But things took a turn for the worse during my third visit.

My Sister Was Discriminated Against

My sister and her friend went for a massage and, as expected, their reservation was incorrect, so they waited on the sofa. While they were sitting there, five staff members gathered in front of them and, assuming they couldn’t understand English, openly mocked them:

“They’re Korean, it’s fine just to do it casually. They won’t understand anyway. Let’s have one of the unskilled local staff massage them.”

But my sister’s friend is actually an English teacher, and both of them fully understood everything.

The massage that followed was, predictably, awful. The therapist used only one hand, applied excessive force, and didn’t even bother to stand up—he sat on the chair or bed while working lazily on just one side of the body. They left feeling more tired than when they arrived.

Isn’t it unacceptable to feel worse after a massage? Is it acceptable that such blatant discrimination happened at a five-star international hotel?

No, of course not.

Management Promised Action, but Nothing Changed

After hearing my sister crying about the incident, I immediately called customer support. I was connected with the spa manager and told her everything.

She seemed to take the situation seriously, promised to hold a meeting with all the staff, and offered a complimentary session for my sister and her friend.

Honestly, they didn’t want to go back to that spa—but the previous therapist was outstanding, and the manager seemed genuine, so they accepted.

When I asked about available times, she said the spa was fully booked that day. I understood and simply asked to be informed once any time opened up.

But I heard nothing back. I sent messages on WhatsApp—no reply.

Even so, I gave them the benefit of the doubt and waited a few days. Then I followed up again.

The Final Blow

This time, a different staff member answered. I gave my name and asked about the reservation. She said:

“I don’t know anything about this issue. Can you tell me what happened?”

I was shocked. The previous manager had promised to hold meetings with all staff—and now I’m being asked to explain everything from scratch?

Still, I calmly explained the entire situation again. But in the middle of the call, the line was disconnected. I waited, thinking it was just a technical issue—but no one called back.

So I called again. The second call was also cut off halfway through. I wasn’t in an area with bad reception. It was clear what was going on.

That’s when I decided to contact The Westin Hotel’s customer support. I was told the general manager would be informed, and I’d receive a call.

It never came.

I’ve Had Enough.

I waited an entire day, but I’ve reached my limit. Now I see the true face of this hotel. I will never trust them again.

If you’re considering this spa—especially if you’re Asian—I urge you to think twice. You might face discrimination and leave feeling worse, not better.

As someone who has lived in Egypt for a long time and is half Egyptian myself, I would never want visitors to go through such an experience.

Thank you for reading this long message. I truly hope it helps someone avoid a...

This was my second time staying at Westin, I booked 2 rooms, and I came from a trip abroad. Immediately, it was an utter shock that as 2nd time guests and regulars, we did not receive a warm welcome back. Indeed, all that they post on their social media is just propaganda for a fake show filled with paid influencers, while in reality, they show no respect or importance to real paying guests. I am not deceived by social media!

We changed our rooms 3 times. 1st time the floor had plumbing problems and a putrid smell and the 2nd time the bathroom and toilet did not function properly. They did not even have the courtesy to give us proper rooms in the first place, while they had plenty of rooms and no guests.

The rooms were visibly unsanitary: Hair infested the floor even AFTER housekeeping came in and the balconies were completely dusty and had not been cleaned regularly. The chair cushions were completely dirty and the balcony railings were black to the touch. You simply could not enjoy the view from the balcony without utter disgust. Buttons for the AC, doorknobs, and the TV remote control were sticky. The whole place was contaminated. The carpets looked as though they came from a landfill. Inside the cupboards, it was full of ash, dust, and dirt, and most disgustingly my coffee bar was infested with bugs and insects. Stomach turning! Inside the coffee machine and kettle, there were even more insects.

Communication with staff was very difficult and it was hard to feel heard. Bare minimum amenities were not available, basic requests to reception and housekeeping were never met and they neglected phone calls as well. The place barely had any guests, it was practically empty so there was no excuse! When I went to the front desk in person, because the phone calls were absolutely useless, they belittled, underestimated, and undermined my concerns and complaints. So mean! They showed no respect or decency towards their guests. They were visibly avoiding uttering the words “sorry” and this was clearly sensed.

I have traveled all around the world and stayed at 5+ star hotels in the USA, Europe, and the Gulf. Never in my life did I see hotel staff speak in a snobby and cocky way, they were challenging their guests and insisting not to satisfy their guest’s needs.

The breakfast buffet was empty, so limited, and lacked standards and appetite. You keep echoing in the place “Hello, Hello” with no waiter or chef in sight. The service was non-existent. We checked out at midnight and did not even receive the breakfast box we were supposed to be provided, as scheduled.

The service at restaurant Paloma was abysmal and so slow, despite there being no one dining at the restaurant. The entire place is a hazard as an olive pit in the olive paste nearly broke my tooth, a disaster!

Westin can be described in many ways: It lacks professionality, and the decency to owe guests an apology, they have no sense of hygiene, and it is a tremendously disgusting, nasty, and unsanitary place. There is no aspect of hospitality or a smidge of generosity whatsoever as a hotel and resort. For a place with no guests, they have the slowest service I have ever encountered.

Westin is worthless, classless, and tacky. Money down the drain! It was an exhausting, stress-inducing, and painful stay. If they continue down this path, it is guaranteed that their days are numbered. Not even worth 1 star. This place should be on Hotel Hell… for a...

This was unfortunately one of the worst visits I’ve had at The Westin, despite being a returning guest.

We arrived without a reservation — it was a last-minute plan — and the spa staff seemed completely unprepared and not trained. The receptionist claimed there was no availability without checking the system, and I had to ask for the manager to get proper help. Thankfully, she was kind and managed to fit us in. But the service overall was disorganized and stressful, not relaxing at all. Even robes weren’t ready for us before the massage, and I was told to "just wear the one you already have," though mine had been taken to laundry after using the pool.

Inside the spa, there wasn’t even water bottles available — not even basic hospitality. When we asked for water and something to drink, we were told we must pay immediately, on the spot, due to “policy,” even though our money was locked in the lockers and we had massage at the end of day booked, It felt very rigid and lacking in guest care.

Dinner at Mare Social, the hotel’s five-star restaurant, was extremely disappointing. I’ve eaten there several times before and always enjoyed the food, so I knew exactly what to expect. But this time, the shrimp was rubbery and clearly frozen, the mashed potatoes tasted off, and the bread was stale and toasted to hide it. I had the same dish before and it used to be excellent — this time, it was barely edible.

When we raised our concerns, the restaurant supervisor didn’t offer an apology — instead, he argued and made excuses like “the pool water might’ve changed the taste.” Later, the Guest Relations Manager came to speak with us, and instead of addressing the real issue, she simply said, “Food taste is subjective, and I just hope the service is good.” But that’s exactly the problem — neither the food nor the service met five-star expectations. At a five-star restaurant, the food is supposed to appeal to a wide range of guests, especially returning ones who already know the usual standard. I’ve been here multiple times, and this was nowhere near the quality I’m used to. Even the massage we booked for 30 minutes ended up shorter, the staff Instead of assisting us,were loudly arguing with each other in front of guests — which made the experience even more uncomfortable , the whole spa experience was chaotic rather than relaxing.

This visit was a major letdown. Poor hospitality, unprofessional service, and terrible food made it hard to enjoy anything. I really hope the management takes feedback seriously — because The Westin has always been a place I enjoyed and love , but this visit was far from the standard it...