There were both high points and low for this trip. Our first hotel was stellar. Our second hotel was hardly what I would describe as luxury despite being called 5*. Carpets had gaps between where they should meet, exposing sub floor, trim also did not align properly. Bedside tables were chipped and the air conditioner had no numbers on the thermostat, not to mention the carpet was moldy. Our hotel upgraded our room because of these issues, but ultimately, we would have rather stayed somewhere else. Our last hotel of the trip was excellent, but was arranged in a two twin configuration instead of a king. It seems as though these small details were overlooked. One of our guides also took us to two off itinerary stops where merchants tried to ruthlessly sell us carpets and papyrus. When we told our guide we wanted to leave, he insisted on finishing his coffee first.
The content of our trip was incredible. The sites in Egypt are exactly as amazing as you would expect and our second guide was also amazing. Sayed was funny, charismatic and knowledgeable. It was a pleasure to spend so much time with him.
If I were to take the trip again, I would probably do more research into double checking suggestions by our travel agent. I'd be more insistent on our unwillingness to go to sites off itinerary with our local guides. I'd also add a day for rest/recovery in the middle.
Thank you very much for your comments on your trip with us to Egypt. I’m happy to hear that the content of your trip was incredible. We are extremely sorry that there were low points including the second hotel as you describe it. It was truly not our intention or in line with our usual standard to which we operate here at the travel company.
Just to clarify couple points:1- The second hotel was in a small city in Upper Egypt and there were only 2 good hotels there. One of them was fully booked due to a big wedding there at the time of your trip. Only for that reason, we didn’t have many options.2- As soon as I heard about your feedback regarding the second hotel, I immediately contacted the hotel and they offered you free upgrade from a standard room to a prestige suite (one of their best and high end suites) with a Nile view at no extra cost, and you accepted the upgrade. We also mentioned to you that in case if you don’t like the new suite, we can work on changing the hotel totally for you.I was told by the tour guide and hotel manager that you liked the upgrade and you are happy with the new suite.3- I personally emailed you to follow up with you and check how things are going after the free upgrade to a prestige suite.4- I personally called you in the middle of the trip to check how are things going and I asked if there is any thing we can do and you told me on the phone all is good so I thought the issue was already solved.5- The third hotel is the top hotel in town, we always tell all hotels about the bedding choice/preference for our clients, however, it is all depending on hotel’s availability, for example the king size bed is first come first serve. This was a bit beyond our control.I will personally double check and work closely with this specific hotel to make sure they will try harder to secure the bedding choice for our future clients.
With that said, we are sorry about the low points. Your comments are taken very seriously, and we have passed them on to our local team on the ground in Egypt to ensure this will not occur again. Our guests’ feedback such as yours is always the best way for us to continuously improve our product and services so we do thank you once again for taking the time to provide it to us. Please do not hesitate to contact us if you would like to discuss anything further.
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