Mövenpick El Sokhna — Hotel in Suez

under Reservation No. PQPHCRJR While I am writing mainly to express my sincere appreciation to the hotel’s on-site operational teams, I must also bring to your attention a very disappointing experience with your sales and call center teams, which unfortunately left a poor impression before my arrival. Upon arrival, I was warmly welcomed by the reception then the F&B, housekeeping, room service, recreation and others. Their hospitality and professionalism truly enhanced our stay.

Special thanks to Mr. Youssef, Mr. Moustafa, and Mr. Ibrahim at the reception— they gave us an excellent first impression that fully represents Mövenpick’s brand and standards. Unfortunately, the sales process prior to arrival was extremely frustrating and unprofessional, involving Mr.Albert from the Cairo office & Mr. Mourad, and Ms. Dai Alaa from the hotel.

Although I booked my stay directly through the ACCOR app— successfully completing the reservation with my member card and PIN and confirming the rate — I was surprised to receive an email with a payment link showing a higher rate.

When I contacted Mr. Albert, he referred me to Mr.Mourad, who initially promised to solve and clarify the issue.

However, I spent more than 10 days going back and forth between your call center and sales team, receiving repeated threatening emails from Ms. Dai Alaa to cancel my booking if I did not pay the incorrect amount —even though I had sent screenshots from the ACCOR app and emails showing the correct rate.

One of her emails even stated she would cancel my booking within two hours and asked me to call her between 10 a.m. and 4 p.m., despite the fact that I received that message after 6 p.m., while I was checking out from Mövenpick Aswan and boarding a flight.

Such tone and timing are completely unacceptable and unrepresentative of ACCOR standards. The issue here is not about the small difference in the cost of stay, but about the treatment, hassle, and lack of professionalism throughout the process.

It honestly felt as if the problem arose because I booked through the ACCOR app, which might not be part of their sales targets, and therefore did not receive the care and attention expected from ACCOR’s service culture.

Once again at my checkout from the hotel, they asked me to pay the wrong cost but I insisted to pay what I received from Accor mail although it is also slightly higher that what I found in my app booking.

1- ACCOR Hotline: Calls often loop endlessly, especially when choosing option 4 or Arabic language; no one answers.

2- Call Center Replies: Agents repeatedly stated “we don’t know any details” or “we have no authority,” and failed to connect me with any responsible person.

3- WhatsApp Support: Automated replies only, no real assistance or escalation authority.

4- Ms. Dai Alaa: Sends irrelevant or repetitive emails without reading or replying properly.

5- Direct Numbers: The two “sales direct numbers” provided by Ms. Dai Alaa were either out of service or forwarding back to the call center.

6- Sales Staff Communication: Both Mr. Albert and Mr. Mourad eventually stopped replying to WhatsApp messages.

i asked to talk with the hotel manager, but the call center told me he is busy.

I made around 30 attempts through all these channels, feeling completely unsupported and unsure if my reservation was still valid until the day of arrival.

The Mövenpick Sokhna on-site team delivered the true ACCOR hospitality experience, which I deeply appreciate.

However, the carelessness and unprofessional behavior of the Cairo-based sales and call center teams created a negative pre-arrival impression that seriously damages the brand image and overshadows the efforts of your professional...

An excellent place at the beginning of Al Sokhna road coming from Cairo. It’s perfect IMHO for family gatherings coming from Cairo because of its close location and it’s perfectly friendly to the elderly, kids, and people who wanna chill. They do have connected rooms for families. Bring extra toys and activities for the kids though because there are no much activities for them - they don’t have an aqua park and their kids area is somewhat poor for the chilling reason - makes sense. The room service is excellent especially Ali and Ahmed who took care of my rooms and my parents’. I had a negative experience during check-in though as I communicated my folks’ needs (7 rooms) over email to the reservation specialist 3 mo earlier and they couldn’t fully honor the request at check-in! It appeared later that the specialist left them before I arrived which was still frustrating as it’s their internal issue. Other than that and the really bad shampoo and shower gel dispensers in the rooms, everything is excellent on a world class level. Renovated rooms are in great condition. They have free golf cart service you can use to move around. My parents used it all the time. The food is excellent in quality and we had no health issues from it for our big gathering over the course of five nights. The service is excellent on the beach and the pool. The beach sea floor is sandy to a great extent. You won’t feel the famous rocky nature of El Sokhna sea floors. They continuously sweep their beach sea floor from sea urchins too. It happened we found one the current brought in and the guys dove in and started a full clean-up. The pool is great and has an excellent view over the sea. Excellent choice for their background music in the restaurant, pool, and beach areas = continuous calming classics and may be one or two new raps every now and then on the pool during day time. Our elderly enjoyed their massage services: reasonable prices comparable to Cairo spas and excellent quality. The room service is excellent: replenished water supply, squeaky clean floors, super courteous personnel, and beautiful...

The room location was great and it’s view also the gesture of upgrading my booking as a compensa Of the difficulties i faced while booking. Yet the room facility (chairs and drawers needs maintenance and making sure that drawers are clean internally. Also at my first day the housekeeping tide the room and it smells really fresh and good yet the other 7 days he just made the bed and organize the clothes yet the room seems not wiped with a good smell also i had to ask many times for a foot towel and slippers as well as tissues and water so i felt reluctancy also the housekeeping guys (they are so decent) yet from Hygiene side they wipe the toilets and then bring towels and making the bed and bring the tea and coffee sachets with the same bare hand without gloves for making the toilets or washing their hands.

One more thing about the restaurant we have the breakfast and dinner in.When I ask for something extra like rice or mash potatoes if its bot served in dinner they respond with a bothered face as if i asked for something that I shouldn’t, same when i request to serve the food to my room after i visit the reatau And give the plates to them to wrap it and serve it to the room they keep on telling me we should ask the restaurant manager first then they come to me to say we will do it after the baufete is closed and this will be in extra charge for room service (i actually need to know what is the exact policy here). Also one time i requested french fries in the breakfast at the restaurant and the waiter bring it to me then i asked is this in extra fees he said yes i told him how much he said wait i will tell you i asked him should i ask the restaurant manager standing there? He told me no. I felt something fishy so i went to the rest Manager and asked him and he said no you don’t need to pay extra fees for the french fries item. So to summarize this part is really confusing and disappointing when dealing with the main...