The Nile Ritz-Carlton, Cairo

Scammers & VERY intimidating

Fabulous hotel, fantastic Nile views. However, first night we went to dinner at restaurant Bab El-Sharq which was beside pool as big wedding on, belly dancer entertainment wonderful, outdoor situation great. However we repeatedly asked where our food was 1.5 hours later staff said yes yes, locals arrived, ate and left and only when we complained to manager did we get our food despite everyone was feed and had left by the time we ate, it seemed like locals were given prefetential treatment, similar delays at pool Bar the next day. The following day at the pool, we had a similar experience. We ordered drinks and food, 3.5 Hours later the food never arrived. Service was extremely slow, Again, other guests appeared to be served with no delays. When we asked to pay, we waited around 30 minutes before I eventually went to the pool bar myself. I then noticed the food that never arrived was included on the bill. When I asked for it to be removed, I was questioned as to whether we were sure we had not received it. I had to point out that there were no plates, cutlery, or any sign that food had ever been served. I was then told they could bring the food now, despite it being three hours later and around 5:30pm. At that point, we no longer wished to wait. When I raised that this was the second day in a row of very poor at the pool service, the response I received was that the staff member was sorry but had a headache. While I understand people can have difficult days, this was not an appropriate response to a guest complaint in a five-star hotel. On a positive note, our experience with check-in, concierge, valet, bedroom cleaners, front of house, and breakfast staff was the complete opposite. They were all of the standard we would expect from the Ritz-Carlton, so helpful friendly and professional. In particular, the breakfast team and the breakfast manager were excellent, very helpful, and professional. The guy who cleaned our room was a gentleman, all of whom deserved our tips so lovely. In short, the pool service needs urgent attention. It was slow, disorganised, dismissive, and not reflective of a five-star hotel. I do not blame individual staff members; it feels more like a lack of training, supervision, service standards, and monitoring. Unfortunately, the pool service badly lets down what is otherwise a very good hotel.

It was amazing hotel 5 stars every things its was amazing

We stayed twice - for two nights each stay - and were really impressed with this hotel. The location on the Nile is wonderful, the food at the restaurants was great and the rooms spacious and well appointed. What was really impressive was the great service from staff - front desk (thanks Matthew), room staff, restaurant staff and concierge. Ask for a room overlooking the river - the sunset from the room is amazing!

We looked forward to our visit at the Ritz Carlton having booked a deluxe nile view room with a balcony- we arrived late in the evening to check in and immediately the reception tried to upsell us to a suite room which we rejected. The reception then told us that our room was a smoking room which was not what we asked for and we showed the reception that even on the Ritz carlton website it never mentioned a smoking room. The reception told us all balcony rooms on the 3rd floor were smoking. There was no twin rooms with a balcony which we had prepaid for- we were so annoyed at the approach that we considered moving to another hotel even though late at night- we asked to speak with the duty manager who was equally disinterested and said he could offer us a free breakfast which we did not care about as we expected to pay for that! We asked to speak to the GM the following day and never saw him throughout the stay! Nor did he try to speak with us- That said we had a nile room with no balcony. It was average! The only highlight of the week trip were the breakfast team who were so friendly and professional including the ladies at the entrance who always had a welcoming smile! The pool area was another low point - the stone floors beside the pool were filthy and if you walked without shoes it was filthy- the pool ladies toilets were disgusting and smelt of stagnant water - it was truly horrible that we had to go back to our room to avoid the usage! Before attending this hotel - we had sought to use the spa and restaurants but because of how we were treated - we are out each night and went to a spa elsewhere at another hotel- All in all this hotel was a huge disappointment and I would never visit again! My reason for 2 stars is only because of the breakfast tream!