Iberostar Royal Kenz Hotel, Port El Kantaoui, Tunisia
Hotel Information
Hotel Class:
Hotel Description:
You are assured of a warm welcome at the Royal Kenz Hotel, Port El Kantaoui. The 300 bedrooms are all en-suite, with hairdryer and satellite television. The hotel has two restaurants, a snack bar and Moorish coffee bar. There is a heated indoor swimming pool, an outdoor pool and tennis courts. Situated close to the sandy beach and only a 2 km. from Port El Kantaoui where you can walk around the marina and close to the local golf course. loading...
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Iberostar Royal Kenz Hotel Reviews
" Ruin Ruby Wedding Anniversary "
Submitted By: Wendy Buckley
This hotel had just changed hands. It is not a Iberostar Hotel. Cannot access beach if in a wheelchair. Food greasy, and cold Had up-graded room. They ended up doing work. Had loads of ants. We were told they were going to alter the restaurant and do other things. This year we went to Yasmine Hammamet. Was going to look again at the Royal Kenz. Just read all the reports and I think I will give this one a miss. Shame they have very friendly staff. The scoring of 4 is for them alone. As I am in a wheelchair the port is not really suitable.
Advice: Not suitable for wheelchair users. I am disabled and found the cobbles difficult
Activities: Going with my wheelchair in the Noddy Train to Sousse
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- Date of Holiday:Oct 2008
- Board Basis:Half Board
- Tour Operator:Thomas Cook
" Ruined "
Submitted By: gary,elaine
After vising Port el Kantaui several times, we decide to stay at the Royal Kenz.
We booked with first choice by phone after the website said, there may be a bit of building noise local to the hotel, We asked First Choice to confirm this and we were told by the rep that it must have finished because he could not find any information.
On arriving we found the hotel very nice and the next day awoke and settled at the side of the pool, for building work to start and the noise you did really notice.
Everywhere around the pool was covered in ants our balcony must have had 1000 plus ants and we had to get the hotel staff to try and get rid of them.
In the end i had to buy insect spray to keep our room and balcony clear.
After seeing the facilities the Hotel had ie indoor pool small fitness room, sauna and 2 tennis courts ( one off the reasons we booked in the first place)we decided to try and use these facilities when the temperature was 45-49 degrees outside.
There was only one problem after asking at the hotel reception,we were told they did not exist and would not be available untill next September, that was the building noise that we could hear.
We have since arriving back on the 1st september contacted first Choice and they have not even bothered to reply.
The First Choice is still advertising that these facilities are available.
I will not be using First Choice again.
We booked with first choice by phone after the website said, there may be a bit of building noise local to the hotel, We asked First Choice to confirm this and we were told by the rep that it must have finished because he could not find any information.
On arriving we found the hotel very nice and the next day awoke and settled at the side of the pool, for building work to start and the noise you did really notice.
Everywhere around the pool was covered in ants our balcony must have had 1000 plus ants and we had to get the hotel staff to try and get rid of them.
In the end i had to buy insect spray to keep our room and balcony clear.
After seeing the facilities the Hotel had ie indoor pool small fitness room, sauna and 2 tennis courts ( one off the reasons we booked in the first place)we decided to try and use these facilities when the temperature was 45-49 degrees outside.
There was only one problem after asking at the hotel reception,we were told they did not exist and would not be available untill next September, that was the building noise that we could hear.
We have since arriving back on the 1st september contacted first Choice and they have not even bothered to reply.
The First Choice is still advertising that these facilities are available.
I will not be using First Choice again.
Advice: port el Kantaui is a very nice place if you want a quiet holiday
Activities:
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- Date of Holiday:Aug 2009
- Board Basis:Half Board
- Tour Operator:First Choice
" beware building work "
Submitted By: leigh59
have just returned from royal kenz, wanted a relaxing two weeks in the sun. wot a joke, banging, drilling, grinding. were advised by thomson of minimal building work, this was an understatement it is a masive refurbishment.we had a superior room (not refurbished), that was not a problem, the problem being we couldnt use the terrace as the rooms to our right were being refurbed,and the noise was deafening,(have got video evidence of this). go to the pool we thought, the noise from the spa being built was just as bad,pneumatic drills,jcbs digging, you couldnt get away from the noise. the beach we thought would be a better option,the road leading to the beach from the kenz was a joke, it had lorries and jcbs parked on it made the beach very difficult to get to. wot the kenz has done to the beach is criminal the beach was dug up so pipes can be laid for the spa,there were pipes and barrels to climb before you could reach the beach, more like an assult course(we have pictures of this). needless to say we didnt enjoy our time at the kenz,and thomson will be getting a letter of complaint from us along with our photographs. how they can send paying guests here i dont understand.have traveled with thomson on numerouse occasions never had reason to complain before. but i think on this occasion my complaint is justified. on a possitive note the staff tried very hard to keep the mess and dust down,all credit to them. it was a thankless task. so before you go to royal kenz think twice, they are only on floor level two, the work will go on for some time yet.as for the spa no end in sight.sorry to be so negative about this hotel, but the building work and disruption took all enjoyment away from our holiday.
Advice: port pretty, plenty of gift shops and cafes
Activities: souse the medina
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- Date of Holiday:Apr 2009
- Board Basis:Half Board
- Tour Operator:Thomson
" warm and wecomjng holiday "
Submitted By: we_nd@live.co.uk
me and my husband went for our silver anniversary.and will return again ,choice of food was brilliant ,waiters very friendly and polite.rooms very clean and spaceous,maid service every day .entertainment every night and during the day.reception staff riendly and helpful.downstair bar open all day offering all kinds of beverages.exelliant hloiday .
Advice: yes
Activities: the mariner
Good for: Beach
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- Date of Holiday:Feb 2008
- Board Basis:Full Board
- Tour Operator:Thomas Cook
" great hotel nice people "
Submitted By: titanic1
hotel was great very clean and tidy. staff were very friendly. we were in a referbished room 166 vern nice room but looked on to the road and building work was goin on every morning at 7 they started. me and my gf are in our early 20s deffenitly not for young people the avg age was 50 or so ha ha. food was ok the to sittings for meals was a bit of a shambels like getting up for breakfast at 7 no good but seen our rep and told to ask our waitor to change our time. he said if we just came down any time before 10 he would give us a table that wasnt been used he was great scander tipped him 2 denars every night and he couldnt do any more for us he would wave us down every night and morning our bottle of water or tea were ready for us on the table give him a good tip at the end of the holiday.
the people over there mind they think they should be tipped for everything. the entertainment was poor but it was october. If U DRINK SPIRITS TAKE A BOTTLE OR TO OVER WITH YOU THEY DO NOT SELL SPIRITS OR VERY LITTLE ANY WAY. THE LARGER IS RUBBISH DRINK BOTTLED LARGER THE DRAFT LARGER IS VERY GASSY AND WATERED DOWN IM SURE.
would go back to this hotel to lie on the beach or just lie round the pool.
1 lsst thing there are no kids in the hotel so thats worth going just 4 that ha ha
the people over there mind they think they should be tipped for everything. the entertainment was poor but it was october. If U DRINK SPIRITS TAKE A BOTTLE OR TO OVER WITH YOU THEY DO NOT SELL SPIRITS OR VERY LITTLE ANY WAY. THE LARGER IS RUBBISH DRINK BOTTLED LARGER THE DRAFT LARGER IS VERY GASSY AND WATERED DOWN IM SURE.
would go back to this hotel to lie on the beach or just lie round the pool.
1 lsst thing there are no kids in the hotel so thats worth going just 4 that ha ha
Advice: outside the hotel is not very nice what else can i say.
Activities: cammels try to have a ride on them if you can
Good for: Beach
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- Date of Holiday:Oct 2008
- Board Basis:Half Board
- Tour Operator:Thomson
" Shame about the hotel. "
Submitted By: Norrieone
Got back a week ago, and just finished a 4 page letter of complaint to Thomsons..waiting for a reply..We were among perhaps 12-15 couples who left the same day, out of approx 30 that were leaving the same day, who are all going to complain...Holidays from Hell is a distinct possibility...
The letter we got from Thomsons before we left was misleading to say the least, Dust all over our hotel floor, and dust and rubble flying off the verandas of rooms being renovated, onto the folks below who were sunbathing, playing bowls ,reading etc etc !! Having to walk through a building site in the corridor to get to our room, which was 1134...The noise was horrendous...from 8am till sometimes 6pm EVERY day, incl Sunday...
Over the last few years,I have used Thomsons to travel all over the world, USA,Cyprus,Greece etc and will NEVER use them again, the rep at the hotel was NOT interested, and asked me to be quite, and just listen to HER!! And to accept that its NOT Europe, but IMHO European prices are charged..strange!!!
This was to be our 30th Wedding Anniversary, and we travelled with the couple who were our witnesses on the day, what a total waste of my time, money, and theirs too.
Dont expect a late checkout either, more Thomson lies, you'll have to sit in the Foyer for 5.1/2 hours waiting on your bus...
Hope the sewer in the ladies toilet is fixed if you do make it to this Hotel , the stench was ridiculous, wafting all over the seating area near the shop......again, nothing done all week to remedy the situation...
For a supposedly 4 star hotel, I'd like to know, who makes these ratings...I used to be a Chef Saucier in a 4 star hotel, and we wouldn't let our staff stay in that one...
We actually tried to get a move before we left, but were told it wouldnt be a problem at all...wish i'd just cancelled...
If anyone wants more details, pics vids etc, get in touch...I am completley disgusted by this place, and the treatment by Thomsons..
I would NOT hesitate in telling you, BOOK ANOTHER HOTEL!!!!
The letter we got from Thomsons before we left was misleading to say the least, Dust all over our hotel floor, and dust and rubble flying off the verandas of rooms being renovated, onto the folks below who were sunbathing, playing bowls ,reading etc etc !! Having to walk through a building site in the corridor to get to our room, which was 1134...The noise was horrendous...from 8am till sometimes 6pm EVERY day, incl Sunday...
Over the last few years,I have used Thomsons to travel all over the world, USA,Cyprus,Greece etc and will NEVER use them again, the rep at the hotel was NOT interested, and asked me to be quite, and just listen to HER!! And to accept that its NOT Europe, but IMHO European prices are charged..strange!!!
This was to be our 30th Wedding Anniversary, and we travelled with the couple who were our witnesses on the day, what a total waste of my time, money, and theirs too.
Dont expect a late checkout either, more Thomson lies, you'll have to sit in the Foyer for 5.1/2 hours waiting on your bus...
Hope the sewer in the ladies toilet is fixed if you do make it to this Hotel , the stench was ridiculous, wafting all over the seating area near the shop......again, nothing done all week to remedy the situation...
For a supposedly 4 star hotel, I'd like to know, who makes these ratings...I used to be a Chef Saucier in a 4 star hotel, and we wouldn't let our staff stay in that one...
We actually tried to get a move before we left, but were told it wouldnt be a problem at all...wish i'd just cancelled...
If anyone wants more details, pics vids etc, get in touch...I am completley disgusted by this place, and the treatment by Thomsons..
I would NOT hesitate in telling you, BOOK ANOTHER HOTEL!!!!
Advice: The city is fine, dont use this hotel., at least till the building work has been done..
Activities: Sousse.
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- Date of Holiday:Feb 2009
- Board Basis:Half Board
- Tour Operator:Thomson
" A good holiday spoilt. "
Submitted By: Benella
We would have rated this Hotel much higher had it not been for the refurbishment work going on whilst we were there. We had received correspondence from Thomsons that that 'the work in progress would cause minimal disruption'. Was this to be an understatement.
Work started at 8am & continued until 7pm or even later. Continual noise of drilling, demolition using sledge hammers, cutting with power saws, even several JCB's on site.
Masonry was falling on the sun terrace area showering guests with all matter of debris.
The dust was everywhere - in the rooms, in the bars & lobby. In the dining room.
If you have booked - be warned - take a hard hat, ear defenders & eye protection.
However the Staff were worthy of their 4 star rating & the food superb (even covered with dust). Entertainment was poor & charged as an extra.
The work is due for completion in the summer of 2010 at the earliest.
90% of the guests were elderly, so be ready for plenty of 'when I was your age' stories.
We will return to this hotel, but not before all work is completed, which we estimate to be nearer 2011.
Work started at 8am & continued until 7pm or even later. Continual noise of drilling, demolition using sledge hammers, cutting with power saws, even several JCB's on site.
Masonry was falling on the sun terrace area showering guests with all matter of debris.
The dust was everywhere - in the rooms, in the bars & lobby. In the dining room.
If you have booked - be warned - take a hard hat, ear defenders & eye protection.
However the Staff were worthy of their 4 star rating & the food superb (even covered with dust). Entertainment was poor & charged as an extra.
The work is due for completion in the summer of 2010 at the earliest.
90% of the guests were elderly, so be ready for plenty of 'when I was your age' stories.
We will return to this hotel, but not before all work is completed, which we estimate to be nearer 2011.
Advice: Built for tourism - and it shows.
Activities: Don't miss a trip to Souse to see the real Tunisia. Go by taxi - approx £3.00 each way.
Good for: Beach
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- Date of Holiday:Feb 2009
- Board Basis:Half Board
- Tour Operator:Thomson
" Extensive refurbishment "
Submitted By: payroller
Have just returned from our third visit to this hotel.First Choice had advised, a few days prior to our departure,that there would be refurbishment work,though disruption would be minimal. In the event, the disruption was major, with work going on seven days a week, often well into the evening. Dust,materials falling from upper floors etc. etc. Our reps. listened politely, though during our stay, nothing was done to improve the situation and it was disapointing, to say the least, that the two major names in the travel industry, appeared unable or unwilling to influence the situation. This family owned hotel, enjoys a very loyal clientel, however, lack of any apparent regard for their guests, during the last few weeks, may see a change. We would certainly not return, unless assured, that building and refurbishment was completed. Good points, all hotel staff, friendly and helpful, not much else on this visit. I would not reccommend anyone to go to the Royal Kenz, untill all the work is completed.
Advice: Pleasant area around harbour and marina,more suited to older holidaymakers
Activities: Trip to Sahara
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- Date of Holiday:Jan 2009
- Board Basis:Half Board
- Tour Operator:First Choice
" building work.... "
Submitted By: moose
although our first visit to tunisia was pleasant, mainly thanks to the people that we met there (charles and caz), disappointed to find out on arrival that there were major renovations going on and not being advised of this by first choice on booking which we did only about 10 days before we went.
because windows etc removed from the rooms being renovated, this meant the slightest of breezes sent plumes of dust over the sun terrace and pool areas, and the constant drilling and banging from 7.30 am was a right pain especially as it was quoted as being ideal for relaxation and quietness.....
the reps knew about this but when went to make complaint they were very blase about it all. no hot water between 10am and about 5pm daily and lifts dont go to all floors due to building works.
waiters and staff at hotel very keen to please and the food is very good. would recommend that you take some imodium type tablets with you as a few people were affected with a bit of a dodgy stomach.
abidal is a guy who is in the foyer selling trips, the quads is good value but the camel trip not as only 2 camels between 6 of us so spent most of the time in a horse and cart.
entertainment if that is what you call it was diabolical, a bit of bingo and mr kamel on his keyboard playing the same things night after night. the changing ladies show was good but having to pay for entertainment in the hotel was a joke.
ground floor apartments just watch out for the odd large cockroach..
not usually one to moan but not as advertised by the agents....
because windows etc removed from the rooms being renovated, this meant the slightest of breezes sent plumes of dust over the sun terrace and pool areas, and the constant drilling and banging from 7.30 am was a right pain especially as it was quoted as being ideal for relaxation and quietness.....
the reps knew about this but when went to make complaint they were very blase about it all. no hot water between 10am and about 5pm daily and lifts dont go to all floors due to building works.
waiters and staff at hotel very keen to please and the food is very good. would recommend that you take some imodium type tablets with you as a few people were affected with a bit of a dodgy stomach.
abidal is a guy who is in the foyer selling trips, the quads is good value but the camel trip not as only 2 camels between 6 of us so spent most of the time in a horse and cart.
entertainment if that is what you call it was diabolical, a bit of bingo and mr kamel on his keyboard playing the same things night after night. the changing ladies show was good but having to pay for entertainment in the hotel was a joke.
ground floor apartments just watch out for the odd large cockroach..
not usually one to moan but not as advertised by the agents....
Advice: port is okay for shopping and go on the catamaran hebe for a good laugh.
Activities: titanic bar just down by the beach, doesnt look much but good food and good value too
Good for: Beach
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- Date of Holiday:Feb 2009
- Board Basis:Half Board
- Tour Operator:Thomson
" Just returned "
Submitted By: asouthwood
My husband and I have just returned from the Royal Kenz flying out on new years eve for two weeks, The New Year dinner and atmospher was brilliant, and we all got a bag with hats blowers etc.
The restaurant had an excellent choice of hot and cold food and lots of choice, to start with, but after the first week as the guests returned home, so the food choice declined ie there were 6 or 7 choices of cheese to start with and towards the second week there were two small pieces. Also the fruit choice was really good at first and then there were a few tangerines or pears and if you didn`t take it with your main course you wouldnt get any. They made pancakes to order (delicious) and made to order omlettes in the morning.
As previously mentioned in the reviews they only have one toaster, and you had to queue to use it.
The snack bar did nice snacks, but very expensive about 8 dinar for a baguette, so all the regulars used to take food from the breakfast table to have for lunch.
We had two Al La Carte french meals which were very nice and first class service, didn`t dare touch the wine bottle as they would come running over to pour it for you.
The hotel is spotlessly clean and the rooms very nice, with plenty of space. We were overlooking the pool, which was nice but no sun all day.
We wanted to look in the jewellery shop situated in the hotel reception, where everything was locked in cabinets, but as soon as you stepped in you had the big fat gentleman breathing down your neck, so we walked out again and so did many others. I feel he would do a lot more business if you were left alone to browse, and others said the same.
The staff are very friendly, as are all of the Tunisians we met.
We did get hassled at Sousse in the medina, but just said a firm no thankyou and carried on walking. The best shops to go in are the fixed price ones and you can look at your leisure, without anybody bothering you. The Port is very nice, and about a half hour walk by road or along the beach.
The majority of the guests were 70 plus, and were quite happy sitting around the lounges playing cards and reading, and a lot used to spend their days in their rooms!
Although I enjoyed my stay at the Royal Kenz and seeind the different culture, it is not a place I would go back to as there is not enough to do, the entertainment was absolute rubbish, and Mr Kamel was the resident pianist and every night he would play the same old records and you knew what was coming next, so we used to get taxi to the Irish bar where they had different singers every night. Apparently I understand from other guests that when Thomson oened it there used to be really good entertainment every night but because they weren`t filling the hotel Iberostar took it over and that was when the entertainment went down hill.
The other downside was the building work going on to refurbish the rooms, we didnt hear any noise in our room which was number 264, but if you sat in the american bar or on the terrace it was constant banging and drilling, which in all fairness I got used to.
Most of the guests had been going there anything from 4 years to 10 years running, and I got the impression that it was more of a get together for all of them to meet up each year.
We booked to see the changing ladies, and it was doubtful whether it was going ahead as not many people had booked, anyway it went ahead with just eight couples watching, so we only saw half the show and there was no atmosphere, althigh what we did see we enjoyed, but still paid full price.
I have given an honest opinion of this hotel and I am well travelled and not usually one to complain, so if you want a chilled out boring holiday then the royal Kenz is for you.
Fortunaely we went with some friends who had been three times before and they made our holiday as we had such a laugh in their company, and they had to admit the hotel had gone downhill since Iberostar took it over.
The restaurant had an excellent choice of hot and cold food and lots of choice, to start with, but after the first week as the guests returned home, so the food choice declined ie there were 6 or 7 choices of cheese to start with and towards the second week there were two small pieces. Also the fruit choice was really good at first and then there were a few tangerines or pears and if you didn`t take it with your main course you wouldnt get any. They made pancakes to order (delicious) and made to order omlettes in the morning.
As previously mentioned in the reviews they only have one toaster, and you had to queue to use it.
The snack bar did nice snacks, but very expensive about 8 dinar for a baguette, so all the regulars used to take food from the breakfast table to have for lunch.
We had two Al La Carte french meals which were very nice and first class service, didn`t dare touch the wine bottle as they would come running over to pour it for you.
The hotel is spotlessly clean and the rooms very nice, with plenty of space. We were overlooking the pool, which was nice but no sun all day.
We wanted to look in the jewellery shop situated in the hotel reception, where everything was locked in cabinets, but as soon as you stepped in you had the big fat gentleman breathing down your neck, so we walked out again and so did many others. I feel he would do a lot more business if you were left alone to browse, and others said the same.
The staff are very friendly, as are all of the Tunisians we met.
We did get hassled at Sousse in the medina, but just said a firm no thankyou and carried on walking. The best shops to go in are the fixed price ones and you can look at your leisure, without anybody bothering you. The Port is very nice, and about a half hour walk by road or along the beach.
The majority of the guests were 70 plus, and were quite happy sitting around the lounges playing cards and reading, and a lot used to spend their days in their rooms!
Although I enjoyed my stay at the Royal Kenz and seeind the different culture, it is not a place I would go back to as there is not enough to do, the entertainment was absolute rubbish, and Mr Kamel was the resident pianist and every night he would play the same old records and you knew what was coming next, so we used to get taxi to the Irish bar where they had different singers every night. Apparently I understand from other guests that when Thomson oened it there used to be really good entertainment every night but because they weren`t filling the hotel Iberostar took it over and that was when the entertainment went down hill.
The other downside was the building work going on to refurbish the rooms, we didnt hear any noise in our room which was number 264, but if you sat in the american bar or on the terrace it was constant banging and drilling, which in all fairness I got used to.
Most of the guests had been going there anything from 4 years to 10 years running, and I got the impression that it was more of a get together for all of them to meet up each year.
We booked to see the changing ladies, and it was doubtful whether it was going ahead as not many people had booked, anyway it went ahead with just eight couples watching, so we only saw half the show and there was no atmosphere, althigh what we did see we enjoyed, but still paid full price.
I have given an honest opinion of this hotel and I am well travelled and not usually one to complain, so if you want a chilled out boring holiday then the royal Kenz is for you.
Fortunaely we went with some friends who had been three times before and they made our holiday as we had such a laugh in their company, and they had to admit the hotel had gone downhill since Iberostar took it over.
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- Date of Holiday:Dec 2008
- Board Basis:Half Board
- Tour Operator:Portland Direct
" building work "
Submitted By: nsdxc04
Arrived at the hotel having read possitive reviews on various sites. The hotel was fine except that there is major re-furbishment of a lot of the rooms and work is on-going for a while yet. Construction is all day, every day and is very disruptive. Thomas cook did not advise us of this prior to the holiday. Otherwise food,entertainment and room were fine. We enjoyed our holiday but were disappointed with the state of the hotel and would have changed if we had previous knowledge.
Advice: A very nice resort
Activities: Madina in Souse
Good for: Beach
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- Date of Holiday:Nov 2008
- Board Basis:Half Board
- Tour Operator:Thomas Cook
" Cant Wait To Return "
Submitted By: franco68
Came here for a week last week and what a great time we had rooms were spotless and the food was fantastic plenty choice and great waiter service my wife and i shall return in july,i have been to many hotels around the world and if you want peace and quiet,great service in a clean and well looked after hotel you will not go far wrong choosing this one 5 stars from me and if i could 11-10
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- Date of Holiday:Nov 2008
- Board Basis:Half Board
- Tour Operator:Portland Direct
" Disgruntled "
Submitted By: littlechap
I have just returned from a one week holiday at the Royal Kenz Hotel, Port El Kantaoui and I am absolutely appalled at how we have been treated after discovering the theft of our laptop, digital camera and two lenses from our room on Friday 17th October, after person(s) had entered our room using a key.
I first spoke to the Thompson representative who promptly filled out a form for the insurance. When we demanded that we wanted the police involved he seemed reluctant and said that the manager would not want the police to come to the hotel. On our insistence he eventually went and got the hotel manager on duty at the time who refused to contact the police and stipulated that if we wanted them to come to the hotel then we would have to go to the Police Station and ask them. He even suggested that the laptop and camera were not even in the room prior to being taken. Both the Rep. and the manager assured us that the Police Station at Port El Kantaoui spoke English. After visiting the two stations there, it was clear that they did not and in fact the second Police Station very helpfully went and got a shopkeeper from next door to translate for us and who kindly wrote down the address of the Police Station in Hamman Sousse in Arabic to hand to a taxi driver (the second out of three which we paid for ourselves and who were extremely helpful and concerned as to what had happened).
The hotel did not offer to give us another room, we had to ask to be moved as it was obviously no longer secure enough for us to remain in room no. 102. As far as we know, the hotel has not changed the lock and we noticed on the morning of Sunday 19th October that the key was missing so therefore assume that they are still putting guests in there.
On Saturday 18th I asked the manager what he had done internally to find out who had committed the theft and he said that it was between ourselves and the Thompson’s Rep. and then between us and the police and re-iterated that as no-one had requested a key to the room he could do nothing about it (I pointed out that a member of staff would not be so obvious as to ask for a key to so they could help themselves to guests belongings). He also said that there has not been a theft at the hotel in the last four years, then contradicted himself and said that the police had been to the hotel that morning regarding a stolen kettle. When I asked him if he had mentioned our incident, he said ‘no’. I am appalled and dismayed that the hotel management cannot admit and take responsibility. They appear to be in complete denial of the seriousness of what is going on at the hotel and one of which clearly needs investigating immediately.
When returning the safety deposit key on the morning of Sunday 19th (the box was only large enough to put small valuables in), the real insult came when the receptionist glanced at my mobile telephone and without hesitation asked ‘how much is your phone worth?’.
On a more positive note, congratulations to Tunisie Voyages who do the Sahara Experience (15th and 16th October) on behalf of Thompson’s, both the driver and guide were extremely organized, knowledgeable and professional. Nothing was too much trouble and when a fellow guest left his camera behind on a 4x4, the guide promptly located the camera and arranged to have it returned to the guest’s hotel. The photos of this wonderful tour also went when the camera was stolen, however, due to the kindness of our traveling companions we will still have our memories.
I first spoke to the Thompson representative who promptly filled out a form for the insurance. When we demanded that we wanted the police involved he seemed reluctant and said that the manager would not want the police to come to the hotel. On our insistence he eventually went and got the hotel manager on duty at the time who refused to contact the police and stipulated that if we wanted them to come to the hotel then we would have to go to the Police Station and ask them. He even suggested that the laptop and camera were not even in the room prior to being taken. Both the Rep. and the manager assured us that the Police Station at Port El Kantaoui spoke English. After visiting the two stations there, it was clear that they did not and in fact the second Police Station very helpfully went and got a shopkeeper from next door to translate for us and who kindly wrote down the address of the Police Station in Hamman Sousse in Arabic to hand to a taxi driver (the second out of three which we paid for ourselves and who were extremely helpful and concerned as to what had happened).
The hotel did not offer to give us another room, we had to ask to be moved as it was obviously no longer secure enough for us to remain in room no. 102. As far as we know, the hotel has not changed the lock and we noticed on the morning of Sunday 19th October that the key was missing so therefore assume that they are still putting guests in there.
On Saturday 18th I asked the manager what he had done internally to find out who had committed the theft and he said that it was between ourselves and the Thompson’s Rep. and then between us and the police and re-iterated that as no-one had requested a key to the room he could do nothing about it (I pointed out that a member of staff would not be so obvious as to ask for a key to so they could help themselves to guests belongings). He also said that there has not been a theft at the hotel in the last four years, then contradicted himself and said that the police had been to the hotel that morning regarding a stolen kettle. When I asked him if he had mentioned our incident, he said ‘no’. I am appalled and dismayed that the hotel management cannot admit and take responsibility. They appear to be in complete denial of the seriousness of what is going on at the hotel and one of which clearly needs investigating immediately.
When returning the safety deposit key on the morning of Sunday 19th (the box was only large enough to put small valuables in), the real insult came when the receptionist glanced at my mobile telephone and without hesitation asked ‘how much is your phone worth?’.
On a more positive note, congratulations to Tunisie Voyages who do the Sahara Experience (15th and 16th October) on behalf of Thompson’s, both the driver and guide were extremely organized, knowledgeable and professional. Nothing was too much trouble and when a fellow guest left his camera behind on a 4x4, the guide promptly located the camera and arranged to have it returned to the guest’s hotel. The photos of this wonderful tour also went when the camera was stolen, however, due to the kindness of our traveling companions we will still have our memories.
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- Date of Holiday:Oct 2008
- Board Basis:Half Board
- Tour Operator:Portland Direct
" Having arrived at the hotel from an... "
Submitted By: Mrs M Eastment
Having arrived at the hotel from an overnight flight and deposited by the rep were told no rooms available (5.30am) After being 'fobbed off' by hotel staff were told that they would not have a room until after 7am. Given nowhere to wait only hotel lobby with very uncomfortable chairs and our luggage. We discovered that it is common practice for them to 'double-book' to ensure the hotel is full. Staff were very grumpy when challenged and no manager available (tried to say they could not understand us but their understanding of the English language was good at other times!). Were consequently given a room at 8.30am that morning which appeared to be vacated by a business man who we saw leaving.
The hotel is by far past it's best in terms of the overall standard of services. Our toilet not being able to flush and taking two attempts by maintenance staff to operate. Also room down the hall was flooded during the night and water was literally running down the inside wall.
The hotel is by far past it's best in terms of the overall standard of services. Our toilet not being able to flush and taking two attempts by maintenance staff to operate. Also room down the hall was flooded during the night and water was literally running down the inside wall.
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- Date of Holiday:Sep 2008
- Board Basis:Half Board
- Tour Operator:Thomas Cook
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we had an excellent time my wife is disabled and the hotel catered well for this, we knew in advance that access to the al a carte rest and the beach was not possible.
the room was clean and tidy and the building work was not noisy
would go back anytime