FIRST RESERVATION :
A – MYSTERY GUEST SHOPPER : RENE BALIN
THE ROOM RESERVATION WAS DONE BY A PHONE CALL TO THE HOTEL PUBLISHED TEL. NUMBER: +20 95 2274 855 AT M 9:30 AM, ON 11/13/ 2010
1-TELEPHONE OPERATOR :
NUMBER OF RINGS : 3 (STANDARD : 3 RINGS)
ANSWERING : 5 (Outstanding), 4 ,3 ,2 ,1 (Poor)
CLEAR ANSWER / 5 / 4 / 3 / 2 / 1FRIENDLY GREETING / 5 / 4 / 3 / 2 / 1
PROMPT CONNECTION / 5 / 4 / 3 / 2 / 1
DATA AND FINDINGS :
When I tried to call the reservations department from the hotel to clarify matter it was
Impossible to reach them with the given extension 5521
2-RESERVATIONS DEPARTMENT :
QUALITY: 5 (Outstanding), 4 ,3 ,2 ,1 (Poor)
TELEPHONE ANSWER / 5 / 4 / 3 / 2 / 1RESERVATION / 5 / 4 / 3 / 2 / 1
SCI NUMBER / 5 / 4 / 3 / 2 / n/a
SMOKING/NON SMOKING / 5 / 4 / 3 / 2 / 1
KING/TWIN / 5 / 4 / 3 / 2 / 1
VISA ASSISTANCE AND CHARGE / 5 / 4 / 3 / 2 / Pend email
Reservations Agent: Ahmed Abelhac
RATE OFFERED : $ 300 on B&B basis for a De Luxe Room
1ST RATE : $ 200 on B&B basis for a Regualr Room
2ND RATE : $ 150 on B&B basis for a Standard Room
3RD RATE : $ n/a
CONFIRMED RATE : $ 200 on B&B for Regualr Room
*CALLED NEAREST TRAVEL AGENCY AND REQUEST SAME BOOKING?
NAME Emilio Travel & Sparrow Travel :
RATE : $200 on B& B for Dec. 15, 10 confirmed by phone
DATA AND FINDINGS :
When Ahmed picked up this call he did not introduce himself by name or position
He did not ask for my name at the beginning of this conversation
When I asked if he has rooms available from Dec. 15.10 for 3 nights he replied
“ We have space, we will make the King bed for you”. I asked him why he has to
make the bed for me he tried to explain that the hotel only has Twin rooms and only
the new rooms in the extension will have King size beds.
Since I asked for a smoking room he confirmed that some rooms are for smokers
( we have seen that many of the garden rooms are for smokers since ashtrays are seen
most of the time on the terraces)
The new rooms will be ready by Dec. 20, 10 ( What I have seen I have serious doubts that this is a realistic date)
Reservations can only be taken by fax or email with the credit card to guarantee the room and quoted rate
He asked for my name and as he is expecting to receive my email in the coming days
B-MYSTERY GUEST SHOPPER : MR. HEINER GELLENBERG
THE ROOM RESERVATION WAS DONE BY A PHONE CALL TO THE HOTEL PUBLISHED TEL. NUMBER: AT 1:30PM, ON November 4th 2010
1-TELEPHONE OPERATOR :
NUMBER OF RINGS : 2 (STANDARD : 3 RINGS)
ANSWERING : 5 (Outstanding), 4 ,3 ,2 ,1 (Poor)
CLEAR ANSWER / Automated answering machine with key optionsFRIENDLY GREETING / Automated answering machine with key options
PROMPT CONNECTION / Automated answering machine with key options
DATA AND FINDINGS :
2-RESERVATIONS DEPARTMENT :
QUALITY: 5 (Outstanding), 4 ,3 ,2 ,1 (Poor)
TELEPHONE ANSWER / 5 / 4 / 3 / 2 / 1RESERVATION / Not available
SCI NUMBER / 5 / 4 / 3 / 2 / 1
SMOKING/NON SMOKING
KING/TWIN
VISA ASSISTANCE AND CHARGE
RATE OFFERED :
1ST RATE :
2ND RATE :
CONFIRMED RATE :
DATA AND FINDINGS:
I was attended by Ms. Weha very professionally. Although no rooms were available for the dates that I requested. As I insisted to try everything possible, she asked me if I could call back in half an hour to see what she can do.
I called back and a Gentlemen of the reservation department answered. I asked for Ms. Weha without success as he told me she is not there at the moment.
Because of unavailability of rooms, the reservation could not be made at that time.
SECOND RESERVATION :
A – MYSTERY GUEST SHOPPER : RENE BALIN
THE ROOM RESERVATION WAS DONE BY A PHONE CALL TO THE HOTEL PUBLISHED TEL. NUMBER: +20 95 2274 855 AT 10:30 AM, ON 11 /1 / 2010
1-TELEPHONE OPERATOR : ………..Business Center answers all calls now, NO PBX
( I assume due to the renovations )
NUMBER OF RINGS : (STANDARD : 3 RINGS)
ANSWERING : 5 (Outstanding), 4 ,3 ,2 ,1 (Poor)
CLEAR ANSWER / 5 / 4 / 3 / 2 / 1FRIENDLY GREETING / 5 / 4 / 3 / 2 / 1
PROMPT CONNECTION / 5 / 4 / 3 / 2 / 1
DATA AND FINDINGS :
2-RESERVATIONS DEPARTMENT :
QUALITY: 5 (Outstanding), 4 ,3 ,2 ,1 (Poor)
TELEPHONE ANSWER / 5 / 4 / 3 / 2 / 1RESERVATION / 5 / 4 / 3 / 2 / 1
FREQUENT FLYER / 5 / 4 / 3 / 2 / 1
SMOKING/NON SMOKING / 5 / 4 / 3 / 2 / 1
KING/TWIN / 5 / 4 / 3 / 2 / 1
VISA ASSISTANCE AND CHARGE / 5 / 4 / 3 / 2 / 1
Reservations Agent: Ahmed Abelhac
RATE OFFERED : $ 120 on B&B basis
CONFIRMED RATE : $ 120 on B&B basis, only when email is received by Ahmed
DATA AND FINDINGS :
When Ahmed picked up this call he did introduce himself by name but not by position
He did not ask for my name at the beginning of this conversation
There was a lot of background noise, the the Front Desk or similar area
When I asked if he has rooms available from Jan 5.11 for 2 nights he replied that the room Rates have changed to a flat rate of $ 120 after New Years Day
Smoking room; he confirmed that some rooms are for smokers
I was not asked by Ahmed if do have a Frequent flyer card which I have with United.
I assume no special rate was offered since all rates are already discounted
Reservations can only be taken by fax or email with the credit card to guarantee the room and quoted rate. Phone reservations are only tentative
He did not asked for my name to hold a tentative reservation till he receives my email
AIRPORT ARRIVAL :
A-MYSTERY GUEST SHOPPER : RENE BALIN
DATE : 11 /11/ 2010
TIME : 9:45AM
AIRPORT ASSISTANCE : 5 (Outstanding), 4 ,3 ,2 ,1 (Poor)
ON TIME / 5 / 4 / 3 / 2 / 1APPEARANCE / 5 / 4 / 3 / 2 / 1
GREETING / 5 / 4 / 3 / 2 / 1
CAR/VAN HOTEL : with driver Kamel TAXI :
CAR - CLEANLINESS / 5 / 4 / 3 / 2 / 1DATA AND FINDINGS :
Airport assistance/driver: Kamel was at the gate and very helpful at the
airport and the drive to the hotel
The hotel van was cleaned but he luggage rear door was broken and
did not open to load the suitcases
B – MYSTERY GUEST SHOPPER : MR. HEINER GELLENBERG
DATE : November 11th 2010
TIME : 9:35 AM
AIRPORT ASSISTANCE : 5 (Outstanding), 4 ,3 ,2 ,1 (Poor)
ON TIME / 5 / 4 / 3 / 2 / 1APPEARANCE / 5 / 4 / 3 / 2 / 1
GREETING / 5 / 4 / 3 / 2 / 1
CAR - CLEANLINESS / 5 / 4 / 3 / 2 / 1
DATA AND FINDINGS :
The day before I arranged by phone the airport pick-up provided by the hotel for a surcharge. Walid from the front desk reconfirmed my reservation for the room as well as all the details of my arrival very professionally.
Although we arrive more than an hour late, Kamel (our pick-up) awaited us in plain sight and assisted us with our luggage until his minivan.
We were taken to the hotel at once while Kamel explained to us some interesting sights on the way.
HOTEL ARRIVAL 11th November, 2010 :
A-MYSTERY GUEST SHOPPER : RENE BALIN
ARRIVAL AT HOTEL :
TIME : 10 AM Date: 11/11/2010
DOORMAN : AVAILABLE : Yes
OPEN DOOR : Yes
Security available; not seen at arrival
ARRIVAL; 5 (Outstanding), 4 ,3 ,2 ,1 (Poor)
GREETING / 5 / 4 / 3 / 2 / 1LUGGAGE :
BELLMAN FRIENDLY / 5 / 4 / 3 / 2 / 1LUGGAGE TAGS (white PRINT) : YES
DATA AND FINDINGS :
Welcomed by the Guest Relations Mgr Hussein at the main entrance door
Bellmen’s English was not fluent, both bellman did not wear their name tags
B- MYSTERY GUEST SHOPPER : MR. HEINER GELLENBERG
ARRIVAL AT HOTEL :
TIME : 10:45 AM
DOORMAN : AVAILABLE : YES
OPEN DOOR : YES
Security available: YES
ARRIVAL; 5 (Outstanding), 4 ,3 ,2 ,1 (Poor)
GREETING / 5 / 4 / 3 / 2 / 1LUGGAGE :
BELLMAN FRIENDLY / 5 / 4 / 3 / 2 / 1LUGGAGE TAGS (GREY PRINT) : NO
DATA AND FINDINGS:
upon arriving at the hotel, the bellman immediately lowered the luggage from the car
CHECKING -IN:
A MYSTERY GUEST SHOPPER : RENE BALIN
QUALITY : 5 (Outstanding), 4 ,3 ,2 ,1 (Poor)
1. GSAAPPEARANCE / 5 / 4 / 3 / 2 / 1
SMILING / 5 / 4 / 3 / 2 / 1
GREETING / 5 / 4 / 3 / 2 / 1
2. RESERVATION
READY / 5 / 4 / 3 / 2 / 1
ROOM READY / 5 / 4 / 3 / 2 / 1
DATA AND FINDINGS :
GSA NAME: __Ahmed (check in )
WELCOME TO HOTEL :NO
WELCOME DRINK : NO
HOT/COLD TOWEL : NO
ADDRESSING BY NAME : NO
PASSPORT PROCEDURES : EFFICIENT : YES
REGISTRATION CARD PRE ARRANGED : NO
ROOM PRE ALLOCATED : YES /
SMOKING / NON SMOKING ROOM : NO; not asked since 50% of rooms
are smoking rooms
GUIDED TO ROOM : YES
DATA AND FINDINGS:
Guest Relations Mgr Hussein spoke with me during the check in process and advised about the construction for the extension of 300 rooms and presented the new lobby
Front Desk GSA introduced me to Asst FOM who took our call last night for the airport
Pick up and he welcomed us again to the hotel
Ahmed collected the cash for the room charge for the 4 night stay in advance
DATA AND FINDINGS as of the 2nd day - Front Desk:
Front Desk – no answer when I called 3x on the 11/11+12/2010
PBX more than 6/7 rings to answer the phone
Front Desk did not reply to calls and I had to call back a few times
When you ask for the Guest Relations Manager you get the reply that he is morning
briefing or other management meetings When I see Hussain (GRM) alone in the lobby
he is very responsive
Bellmen still do not wear name tags in the lobby area on our 3rd day
B-MYSTERY GUEST SHOPPER : MR. HEINER GELLENBERG
QUALITY : 5 (Outstanding), 4 ,3 ,2 ,1 (Poor)
1. GSAAPPEARANCE / 5 / 4 / 3 / 2 / 1
SMILING / 5 / 4 / 3 / 2 / 1
GREETING / 5 / 4 / 3 / 2 / 1
2. RESERVATION
READY / 5 / 4 / 3 / 2 / 1
ROOM READY / 5 / 4 / 3 / 2 / 1
DATA AND FINDINGS :
I proceeded through the new hotel lobby to the front desk were Ahmed had our reservation ready and did the check in flawless.
To my surprise, Walid – whom i talked to by phone the previous day with regards to my airport pick-up – came and welcomed me.
Furthermore, Hussein, the guest relation manager, presented himself and assisted us during the entire process until we entered our room.
GSA NAME: Ahmed
WELCOME TO HOTEL : YES
WELCOME DRINK : NO
HOT/COLD TOWEL : NO
ADDRESSING BY NAME : YES
PASSPORT PROCEDURES : EFFICIENT : YES
REGISTRATION CARD PRE ARRANGED : NO
ROOM PRE ALLOCATED : YES
SMOKING / NON SMOKING ROOM : NO
GUIDED TO ROOM : YES
STANDARD 5 STAR ROOM INSPECTION :
A-MYSTERY GUEST SHOPPER : RENE BALIN
ROOM # D03
ROOM # : D03
TYPE : TWIN SMOKING (shared with Heiner)
CHECKED ON THE FOLLOWING :
TELEPHONE DIRECTORY : YES
ROOM TELEPHONE CABLE : NO
LAUNDRY HOLDER : NO
LAUNDRY BAG/HOLDER Combi : YES
GUEST ROOM STATIONARY :
BROCHURE : NO
POST CARD : YES
FAX PAPER WITHOUT DISCLAIMER : YES
GUEST COMMENT CARD : YES
AMENITIES :
READY UPON CHECK IN : NO
DELIVERED AFTER CHECK IN : NO
DESCRIBE AMENITIES : none for our room (D3)
MINI BAR & MENU : NO
HOTEL AMENITY CARD USED : NO
BATHROBE : NO
CLOSET :
COAT HANGERS : 22
NO. GENTS HANGERS : 2
LADIES HANGERS : 22 seem multi Coat hangers
DATA AND FINDINGS :
Housekeeping related matters : (Guest room attendant for Bungalow: Adal)
Guest room phone, no room number on the phone or on the phone directory. The paper
quality of the directory is not acceptable and looks bad. (with photo)
Guest room environment card for bed sheets/towels are in place but imprint on
very poor paper stock
Laundry bag/holder combination; does not look appropriate for this type of hotel
Fax paper; the hotel disclaimer is missing on the form
DnD/Make my room card; worn and not acceptable for the standard room at the hotel
Mini Bar was empty and no menu at this point since this service is not offered
SECOND & MORE DAYS OF DATA AND FINDINGS :
Room make up on 11/12/10 at 9:45am; was done but the room was not in good condition.
The night stands were not reset incl note paper and flyers, carpet was not vacuumed.
Stationary folder was not reset and TV channel guide was not in the right place with
TV remote. (with photo) Tee bags are open and not wrapped as they were at the
JV Peninsula Sharm.
Note: on the 3rd day she did reset those areas better, she does not have a room check
list to make sure that all is done. Supervisors do not check the rooms!
Coffee maker electric wire dirty and needs to be cleaned
Black out Curtains were still closed after the room make up on 11/12/10 (with photo)
Turn down service not offered on 11/11+12+13+14/10
Daily room make up in just 8 to 10 minutes with very brief cleaning of bed room and just touch up of the bathroom by the room maid. No mops seen for floor cleaning in rooms
The housemen are only assisting in garden works and linen removal only
Guest room terrace; needs daily attention incl moping and in particular the racking of the leafs and weeds removal