The main problem was the management. The facility has issues but is not bad, per se. They claim to be a four star hotel, but once you're out of the lobby it smells like a Motel 6 and is only marginally nicer. For $130 a night you can do better. And you should.
After two phone calls to check the price, stating clearly that my wife and I had a nine- and a seven-year-old, an employee named Hesham accepted my reservation for three "double rooms" and promised additional beds for two children per room. (A 4th couple with two young children added a separate reservation.) The price he quoted me was $130 -- not a lot of money, but certainly more than this place was worth.
When we arrived, they gave us a tiny room with two single beds pushed together - no additional beds - and told me that was what we had reserved. The room was so small that one spare bed would not fit, much less two. At first, Hesham himself actually denied that I had ever mentioned having children, but my wife had been right beside me when I made both phone calls.
Then they offered to move us to room that would accommodate one roll-away bed -- for which they tried to charge us an additional 60LE. We said we should not be asked to pay for the beds, and a very nice woman named Nermin -- the Customer Relations person and perhaps the only understanding and communicative person with whom we dealt -- agreed not to charge us. Satisfied that things had been cleared up, our group went to lunch while they transferred our luggage to the new rooms.
It turned out things were not cleared up, and Nermin's offer was a moot point anyway, because they only had one roll-away bed in the whole hotel, and there were four families with children in our group. They offered cribs for my seven- and nine-ًyear-old. CRIBS, as if that would work. We rationally explained that cribs were not an option.
They would not put us in rooms with two double beds, saying the rooms were "blocked off" or reserved for guests who would be coming later -- which was a complete falsehood. A total of 32 rooms were booked out of over 100 according to the register the following morning.
The very unpleasant assistant manager, Amr Shebl (who looked to be about 22 but acted as if he were 12) and Hesham (the man with whom I made the reservations who started the mess) were particularly petulant and refused to acknowledge their error, even in the face of Nermin's, acknowledgment of Hesham's mistake and her admission that she had subsequently promised us beds which the hotel ultimately could not deliver. The scene grew increasingly uncomfortable as the two men became unprofessional and personally insulting.
[Full disclosure: At this point I was equally unpleasant. With no option for a refund, not enough beds for the four of us, and not being willing to rectify the situation even though the hotel was at least two-thirds empty, I lost my cool.]
We asked for our money back and told them we would find different place to stay, however, they would not refund our money since we didn't leave immediately after seeing the room for the first time. (We should never have listened when they said they would fix things, apparently.) Instead, they offered a 50% refund if we left within the hour, but our group agreed on principle not to pay $65 each for nothing.
I was never allowed to speak to the manager, though Plaza personnel ostensibly relayed my requests to him on two separate occasions - the first time I was asked to wait, and I waited for him to no avail; the second time they said he didn't speak English. I suggested they could translate, but he never came to speak to me. I find it funny (in a pathetic way) to see that he wrote back on this site to a previous reviewer, in English.
The owner was equally unavailable and/or unconcerned.
That night, my son slept on a "bed" of two armchairs and a desk chair, as the hotel remained 2/3 empty all night long.
I have never experienced such a shameful display in any service industry establishment as I did from the management of the Plaza Hotel of Alexandria that night.
Other points to note about our one-night stay at the Plaza Hotel:
1. The elevator got stuck between floors, and after several very uncomfortable minutes, they had to completely shut off the power to the elevator, lights and all, to get it going again.
2. The traffic noise coming through the closed balcony door was horrendous.
3. The toilet wouldn't flush - twice - and needed to be fixed.
4. One couple in our party complained of cockroaches in their room.
5. Nermin kindly sent us two plastic toys for my Kids, two Plaza hotel calendars, a free bottle of water and four pieces of fruit by way of apology -- a nice gesture that fell far short of making the stay anywhere near pleasant. She must stay quite busy trying to placate unsatisfied customers.
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- Also Known As:
- Plaza Hotel Alexandria