SLS The Red Sea

I am writing to express my deep disappointment with our stay at SLS. We specifically chose your hotel to celebrate our sons first birthday but I wish I choose another hotel. Before our arrival, I emailed your team explaining that we were celebrating our babys first birthday and asked about arranging balloons, a cake, and a photographer – all of which I was fully prepared to pay for. Your team kindly offered a complimentary cake but did not respond to my other questions despite my follow ups (emails below for your reference). More importantly when we arrived there was absolutely no acknowledgement of the birthday and no cake. It was only after we complained two days into our stay that the promised cake was finally delivered around 10 pm when our baby was already asleep. At the point, it had unfortunately lost its entire purpose. This was only one of many disappointing experiences during our stay: • Our room floor was extremely dirty upon arrival • The room didn’t have baby crib although in the below email it states we will receive one • We asked reception to reserve a restaurant for the third night of our stay (meaning two days in advance). Despite calling twice on two difference day and being told someone would call us back to confirm, nobody ever did. We later discovered that the reservation had apparently been made from day one, yet no one communicated this to us and when we arrived to the restaurant there were many empty tables…. And when we finally arrived to the restaurant (Japenese) there was no baby chair • We were never informed about the 9:30 pm beach event or advised to make arrangement for it. We only found out by chance from a staff member at the beach. When we asked to book there was very little assistance in helping us attend it and we couldn’t • At 6 pm, we were refused beach service and told it had closed, despite reception telling us service continued until 7 pm. When I later checked directly with the restaurant I was told service end at 7 pm everyday including that day. • Throughout our stay, we repeatedly had to ask the lifeguard to call someone to serve us at the pool rather than staff proactively attending to guests and being around • Gold cart service was consistently frustrating, with waits of at least 15 mins for a journey of approximately 5 mins. We experienced better gold cart service when visiting four seasons and the edition for dinner despite not even being guests there. However, the most unacceptable experience occurred when our son developed a 39.5C fever. The nurse advised us to go immediately to the hospital to take medicine. Despite staff knowing this was an emergency involving a baby with a very high fever we waited approximately 15 mins for a gold cart simply to reach the ambulance area. We rushed to the hospital without taking his diaper bag or milk because we were told the hospital was nearby and expected to return quickly. After the hospital visit, we then discovered that apparently nobody had arranged or even considered how we would return to the resort. We had to call SLS approximately 6 times repeatedly explaining that we were at the hospital with a sick 1 year old child that had no diaper nor milk and they repeatedly asked for our room number meaning they don’t have a clue of this emergency……. The car finally arrived after more than an hour of begging for assistance. What was even more concerning is when my husband spoke to reception afterward, they seemed unaware that we had been sent to the hospital, not aware of our sons birthday, and unaware of the promised cake. This highlighted what seemed to be a complete lack of communication and coordination between the team or lack of care to the experience. We didn’t expect special or complimentary treatment. In fact I specifically asked to pay for arrangements to make this trip memorable to my family. What we expected was simply reliable service, communication, and reasonable attention to guests. I would appreciate this feedback being escalated to the appropriate senior management team as it deserves serious review of the staff and the way they work.

Enjoyed the facilities and land scape, weather was reasonably good. House keeping was very good, all resort team was welcoming and friendly. We, however, faced some negative issues. The noise at night from the Berch area was very load and could not sleep until they finished. Front desk services to relocate the chalet was anything but reasonable, and certainly was frustrating. The concierge provided wrong info about the water sports guest free sports. Had a small issue at Filia but was beautifully corrected by Xavier, so a special thanks to him. Wishing the resort and Redsea all the best

Unfortunately, my experience at SLS Red Sea did not meet my expectations. My luggage arrived 2 hours after I checked in. I requested to arrange my restaurant and activity reservations before my arrival, but my request was declined. By the time I arrived, almost everything was fully booked. The concierge was not proactive in helping me find a dinner reservation, even at another resort. I expected a much higher level of service from a luxury resort.