We enjoyed alot

Nice grounds, well appointed rooms.

Wonderful location, My experience was severely disappointing, starting right from the check-in process. Despite being a Diamond member, instead of receiving the expected upgrade, I was actually downgraded to a room inferior to the one I booked. It wasn't until I strongly refused that they finally corrected the reservation. Furthermore, the restaurant experience for morning coffee was frustrating; guests have to wait in long queues due to a shortage of coffee machines."

We were so excited for these days which we really have an amazing opportunity and we will continue our journey together with you at another time

Amazing atmosphere and hospitality. However amenities & food needs a higher upgrade to match both the calm unwinding overall experience and the price level of accommodation.

My stay at Rixos Nariman was one of my best hotel experiences. Excellent hospitality, delicious food, and stunning sea views. I’ll definitely be back

Great

Rixos Montaza Alexandria is a lovely resort set within beautiful palace grounds, and the setting itself is certainly a highlight. There is so much potential here for a wonderful luxury experience, but unfortunately, our initial experience fell short of expectations. On check-in, the reception staff were not particularly helpful and did little to make us feel welcome or explain the resort facilities. This was especially disappointing as friends travelling with us had stayed two weeks earlier and described a completely different experience, with a warm welcome, a smile and a helpful explanation of the facilities, beach club and restaurant options. Our first evening dining at the buffet was particularly concerning. We were appalled to see guests using serving utensils to taste food before returning them to the dishes. When we brought this to the staff’s attention, they simply removed the spoon rather than replacing the affected dish. Our plates were not cleared, and staff appeared distracted by their mobile phones rather than attentive to what was happening around them. We eventually left the restaurant and went to reception to raise our concerns. To his credit, the restaurant manager followed us, listened to our feedback and was genuinely apologetic, promising improvements. Thankfully, things did improve after this conversation, and we appreciated his response. However, what was disappointing was the reaction of Michael at reception when we explained our experience. He appeared completely uninterested, with little expression or acknowledgement, which only added to our frustration. A little empathy and a genuine willingness to listen would have gone a long way. It is a shame because the resort itself is beautiful, and with the right level of hospitality and attention to detail, it could deliver a truly exceptional experience. Our advice to management: first impressions matter, and so do hygiene standards and attentive service. The restaurant manager demonstrated how concerns should be handled, but the same level of care and professionalism needs to be consistent across the resort, particularly at reception and in the restaurants.

Nice experience Lovely staff Good service and good variety of food

Relaxing stay, great room and private beach

Good day! My name is Peter I. and I have a Reservation #QRZPGDRG I just completed my stay yesterday at Rixos montaza Alexandria and I believe they made a mistake in the points they charged. They charged me a total of 65,000 points which is equivalent to 1300EUR However at the hotel my Total bill was 55849.77EGP roughly 950 euros There was an overcharge of roughly 350EUR or 18,000 points. Can we please rectify this? If possible through a refund for the 350EUR not the points? Thank you Peter 41…

Everything was excellent, except little issues like: - Shower sewage was blocked - Room patio door lock was broken - No soap bars in the room - room phone was not connected - Tea & coffee cups in the whole hotel were extremely small which is very annoying

Perfection

On the first day of my stay, I noticed a strong smell of cigarettes and smoke coming into my room through the connecting door. I immediately contacted Reception and was told that the issue would be looked into and that I would receive a call back. I never received a call, so I contacted Reception again myself. I was then told that the guests in the adjacent room were smoking cigarettes with their terrace door open. I asked whether smoking inside the room was permitted under the hotel policy, and I was told that it was acceptable as long as the terrace door was open. As I was staying with my 8-month-old baby, I asked to change to a room without a connecting door because I did not want to experience the same issue again. I was told that this could not be guaranteed because all rooms have connecting doors and that the hotel could not ask guests whether they smoked or not. I found this very disappointing, particularly given that I had specifically explained that I was travelling with a baby and was concerned about exposure to cigarette smoke. What made the situation even more disappointing was that, on my final day, I discovered that the room next to mine was actually vacant. There were workers inside the room, which was still under construction, and they were smoking and standing on the terrace talking and socialising. The terrace furniture was still wrapped in plastic. I also realised that some of the knocking and noises I had been hearing through the connecting door during my stay, which I had assumed were coming from guests in the adjacent room, were actually coming from the workers in that room. This was extremely frustrating, as I had been experiencing the noise and disturbance without knowing its actual source. I also raised the matter with the manager before checking out, but unfortunately, nothing was done to resolve my concerns during my stay. Another incident that significantly affected my experience was related to my baby’s food. During my stay, I had sealed baby food that only needed to be warmed in a microwave. I asked the hotel staff if they could simply heat it for me, without opening or preparing the food. I was told that this was not their responsibility and was not covered by hotel policy. I explained that the food was sealed and that I was only asking for it to be heated, as I was staying at the hotel with my 8-month-old baby. I was then told that someone who knew the policy would come and speak to me. I waited approximately 40 minutes, but nobody came. During this time, my baby woke up hungry and became extremely upset and was crying, which made the situation particularly stressful for me. I understand that hotels have policies and procedures, but I believe that hospitality is also about being helpful and supportive, especially when a guest is travelling with a young baby. In both situations, I felt that instead of trying to find a practical solution, the staff focused on what they could not do. I was genuinely disappointed because I chose Rixos expecting a high level of service, comfort and hospitality. Although the property itself is beautiful, the service I experienced was not what I would expect from a luxury hotel. I found the staff to be unhelpful and, at times, dismissive of my concerns, and I did not feel supported throughout my stay.

Extremely comfortable stay, very relaxing and the staff are very friendly and welcoming

It is really lovely location with a historic place

I stayed for two nights and overall enjoyed the experience. I would evaluate my stay from three different angles: 1. Hospitality & People — Excellent This was definitely one of the strongest parts of the experience. The team was welcoming, professional, attentive and genuinely hospitable. The service culture and the attitude of the staff were at the level I would expect from Rixos, and they made a very positive difference throughout the stay. 2. Food & Beverage — Excellent The F&B experience was also very good. I was impressed with the quality, variety, presentation and overall service. From my experience during the stay, this was another strong area of the hotel. 3. Property & Room Finishing — Below Expectations This is where I believe there is a noticeable gap. Considering the Rixos brand and the positioning of the property, I expected a significantly higher standard in terms of the physical product, particularly the room finishing and attention to detail. I noticed several finishing issues inside the room that, individually, may appear minor, but collectively affect the overall impression of quality and luxury. For a property carrying the Rixos name, I believe the finishing details, workmanship and final quality control should be at a much higher level and should complement the excellent hospitality and F&B experience delivered by the team. Overall, I had a positive stay because of the people and the F&B experience. However, I believe the property itself—particularly the room finishing—needs additional attention to fully match the standards and expectations associated with the Rixos brand. I would be happy to share my detailed observations regarding the room finishing if this would be useful to the management team.

We arrived around 10 pm as a family of four after a long drive from Cairo to Alexandria. The hotel had been informed of our late arrival. Check-in was handled politely and we were escorted to our room. I asked about dinner or room service and was told we could order via QR code from the room. Once inside, we could not find the QR code, so I called reception. They assured me one would be brought up. After ten minutes I called again. In the meantime we started showering and noticed there were not enough towels or amenities, and no shower gel at all. The room was literally 17 °C when we arrived and the thermostat did not work properly — even on maximum heat it took about 13 hours to reach 22 °C. Feeling stressed, I went back to reception myself to collect a QR code (I ended up taking the receptionist’s own code because he seemed ready to send me away empty-handed). I asked him to come to the room and sort out the problems. For a supposed five-star hotel this felt unacceptable. They offered to call a technician at 11 pm to look at the air-conditioning. Given the late hour, the long journey and the fact that we had children, I declined. On a positive note, they did add an extra bed to make the room more comfortable. The next day at the pool I asked for towels and was told I needed a towel card — something we had never received at check-in. We had to walk all the way back. By this point I was ready to speak to a manager. A guest-relations colleague intervened and listened to everything. She tried her best to help and remained available. Unfortunately the service problems continued. When my sons wanted to play pool, they were told the cues were broken. I reported this at reception; staff confirmed it and said there were no plans to replace them — poor for a five-star property. Later the guest-relations lady asked again and the cues were found. The same situation happened again in the evening. We were given incorrect information several times. There were no proper apologies and no approach from management. On the positive side, the resort itself is nice, the location is beautiful, and the large fenced area with private beach is a real plus. Breakfast was excellent. One final detail: when they finally brought shower gel, it was an almost-empty bottle. After I complained again, staff delivered five bottles of shampoo and five bottles of shower gel — an over-reaction that only underlined how disorganised the service was. Overall the service was chaotic and far below five-star standards. In my view it is not worth the money.

We were celebrating my wives birthday , I booked the chalet , it was really a comfortable and elegant stay. The beach was great and services on point. The staff are just top notch , they also provided room decoration and a celebration cake