Sharm Holiday Inn Resort

Sharm Holiday Inn Resort

Mystery Shopper:Mr. Sam Saker &

Mr. Maged Ghareb

Arrival Date : September 7th, 2000

Departure Date: September 11th, 2000

Room Numbers: 122 & 517

General Appearance

QUALITY: (Outstanding), , , , (Poor)

HOTEL ENTERANCE / 5 / 4 /  / 2 / 1
LOBBY CLEAN / 5 / 4 /  / 2 / 1
ROOM CLEAN / 5 / 4 / 3 /  / 1
CORRIDORS CLEAN / 5 / 4 / 3 /  / 1
STAFF FIENDLY / 5 / 4 / 3 / 2 / 
SMILING / 5 / 4 / 3 / 2 / 
GREETING BY NAME / 5 / 4 / 3 / 2 / 
FELT WELCOME / 5 / 4 / 3 / 2 / 

Reservation(1)

Mystery Shopper: Mr. Maged Ghareb

The first room reservation was done by a phone call to the hotel published telephone number: 069-602130 At: 10:00 P.M., on 4/9/2000

Telephone Operator:

Number of rings: Seven(Standard: 3 Rings)

Answering: (Outstanding), , , , (Poor)

CLEAR ANSWER / 5 / 4 / 3 /  / 1
FRIENDLY GREETING / 5 / 4 / 3 / 2 / 
PROMPT CONNECTION / 5 / 4 / 3 /  / 1

Data and Findings:

Female Operator (refused to give me her name).
No greeting

Reservation Dept.: (Outstanding), , , , (Poor)

TELEPHONE ANSWER / 5 / 4 /  / 2 / 1
REESERVATION / 5 / 4 / 3 /  / 1
PRIORITY CLUB NUMBER / 5 / 4 / 3 / 2 / 
SMOKING/NON SMOKING / 5 / 4 / 3 / 2 / 
KING/TWIN / 5 / 4 / 3 / 2 / 
METHOD OF PAYMENT / 5 / 4 / 3 / 2 / 

RATE OFFERED: (L.E. 270.00 L.E 250.00)

CONFIRMED : L.E. 250.00 (HALF BOARD)

Data and Findings:

Spoke with Islam who immediately started the room rate negotiation said “Double or Single”. He said that “Single is for L.E. 270.00 (half board) and L.E. 230 (Bed & Breakfast)”. I requested a lower rate, he said OK L.E. 250 (half board) with sea view.
Islam was not friendly, did not ask any questions, he said “send me faxwith credit card”. I said, “I don’t have one”, he said “then it will be not guaranteed, and we will release space at 12:00 noon”. He did not ask if I would like a (smoking/non smoking room) or (single/double room) – did not offer Transportation (airport/hotel).
He did not request any other information from me (i.e. address, company name, method of payment… etc..).

Reservation (2)

Mystery Shopper: Mr. Maged Ghareb

The second room reservation was done by a phone call to the hotel published telephone number: 336-3238 / 336-4234 At: 3:30 P.M., on 04/09/2000

Telephone Operator:

Number of rings: (See Data and Findings) (Standard: 3 Rings)

Answering: (Outstanding), , , , (Poor)

CLEAR ANSWER / 5 / 4 / 3 / 2 / 
FRIENDLY GREETING / 5 / 4 / 3 / 2 / 
PROMPT CONNECTION / 5 / 4 / 3 / 2 / 

Data and Findings:

Line 336-3238 was busy at least for an hour.
No one answer on the second line (336-4234), first try 15 rings then disconnected, second try 8 rings then connected, third try answered after 4 rings?

Reservation Dept.: (Outstanding), , , , (Poor)

TELEPHONE ANSWER / 5 / 4 / 3 /  / 1
REESERVATION / 5 / 4 / 3 /  / 1
PRIORITY CLUB / 5 / 4 / 3 / 2 / 
SMOKING/NON SMOKING / 5 / 4 / 3 / 2 / 
KING/TWIN / 5 / 4 / 3 / 2 / 
METHOD OF PAYMENT / 5 / 4 /  / 2 / 

RATE OFFERED: Double L.E. 350.00 half board

Single L.E. 220.00 half board

CONFIRMED : L.E. 210.00 (SINGLE ROOM - HALF BOARD)

Data and Findings:

Spoke with Amira, it seemed like she was busy, she was not aggressive on selling the rooms.
She started immediately with L.E 350, after several negotiations she offered L.E.210 (H.B.).
She asked for the method of payment which I had to make prior to arrival, when I informed her that I don’t have a credit card, she said “I can not guarantee your reservation, I will hold it until 12 noon”.
Her attitude was not good during the conversation (cold),
She said that she would give me sea view comp. (no extra charge) “you save $10 (L.E.35)” she said.
She did not ask if I wanted (smoking or non smoking) or (king or twin),
She did not offer transportation from airport
She did give me confirmation number nor repeat info (i.e. dates, rates, and special request).

Reservation (3)

Mystery Shopper: Mr. Sam Saker

The room reservation was done by a phone call to the hotel published telephone number : 069-602130 At: 9:15 A.M., on 6/9/2000

Telephone Operator:

Number of rings: Five (Standard: 3 Rings)

Answering: (Outstanding), , , , (Poor)

CLEAR ANSWER / 5 / 4 / 3 / 2 / 
FRIENDLY GREETING / 5 / 4 / 3 / 2 / 
PROMPT CONNECTION / 5 / 4 / 3 / 2 / 

Data and Findings:

The operator answered the phone without greeting.
I have requested the operator’s name, he refused giving it to me, making a comment in an impolite way “why should I tell you my name”.
Upon requesting reservation office, without any comments or remarks (One moment – Thank you –With you…etc) the operator transferred me to the front desk.

Reservation Dept.: (Outstanding), , , , (Poor)

RATE OFFERED: ($ 80.00 BB or $ 90.00 HB)

CONFIRMED : NONE

Data and Findings:

The gentleman who answered at the front desk“Ahmed Hussein”, was very polite, however indecisive.
Upon negotiating the rate with Ahmed, he said he can’t confirm any rates until he speaks with Front Office Manager or Reservation Manager, and that wouldn’t be until at least one hour, since they don’t come till after 10:00 a.m.?
Ahmed never asked me about my preference for a king size, double, smoking and/or non-smoking.
He never inquired about my method of payment, phone number, company name or address.
I gave to Ahmed my name and mobile number to call me back with the confirmed rate.
I never heard from Ahmed ever again.

Reservation (4)

Mystery Shopper: Mr. Sam Saker

The room reservation was done by a phone call to the hotel published telephone number: 336-3238 / 336-4234 At: 2:00 P.M., on 06/09/2000

Telephone Operator:

Number of rings: (Five) (Standard: 3 Rings)

Answering: (Outstanding), , , , (Poor)

CLEAR ANSWER / 5 / 4 / 3 / 2 / 
FRIENDLY GREETING / 5 / 4 / 3 / 2 / 
PROMPT CONNECTION / 5 / 4 / 3 / 2 / 

Data and Findings:

A young lady answered the phone “Hello”, I asked her for her name and she said Amira.
I requested from Amira to transfer me to Reservations and she offered to help with my request.

Reservation Dept.: (Outstanding), , , , (Poor)

RATE OFFERED:

First Rate: L.E. 220.00 BB

Second Rate: L.E. 210.00 BB

CONFIRMED : L.E. 170.00 (BB, all inclusive)

Data and Findings:

After giving Amira my requested arrival and departure dates, she first offered a rate of L.E. 220.00 BB. I negotiated with her the rate down to L.E. 170.00 BB.
I requested from Amira to fax me a confirmation to a Cairo fax number, she promised to fax it within an hour. That never happened either.
She never requested Credit Card Number, address or any method of guarantee.
She never inquired about my preference for a king size bed or a twin smoking or non-smoking.
During the course of the conversation, she was rushed and very short, like she wanted to end the call quickly.

Airport Arrival

Mystery Guest Shopper:Mr. Maged Ghareb

DATE: 07/09/2000

TIME: 11:00 P.M.

Airport Assistance: (Outstanding), , , , (Poor)

ON TIME / 5 / 4 / 3 / 2 / 
APPEARANCE / 5 / 4 / 3 / 2 / N/A
GREETING / 5 / 4 / 3 / 2 / 

CAR HOTEL:NOTAXI:YES

CAR CLEANLINESS / 5 / 4 / 3 / 2 / N/A

Data and Findings:

Arrived at Sharm airport on time, I picked up my luggage and when I went outside the airport, the bus has already left with one passenger only, I learned that later it was the HI Sharm Resort’s GM. The driver did not wait for any other guests. I had to take a taxi.

Hotel Arrival

Mystery Guest Shopper:Mr. Maged Ghareb

DATE: 07/09/2000

TIME: 11:00 P.M.

Arrival At Hotel: (Outstanding), , , , (Poor)

GREETING / 5 / 4 / 3 / 2 / 

Luggage:

BELLMAN FRIENDLY

/ 5 / 4 / 3 /  / 1

Data and Findings:

When I got out of the taxi no doorman no bellman to help with my bags, I took my luggage and went inside through the lobby to the front desk on my own.

Receptionist refused to pay for the taxi driver, I asked if I can talk with a manager. I spoke with Shehab (night manager) at first he started to give me excuses “ you should call the hotel first”, after a lengthy argument, he finally agreed to pay the cab’s fair.

Ahmed (Desk Clerk) paid the driver.

Airport Arrival

Mystery Guest Shopper:Mr. Sam Saker

DATE: 07/09/2000

TIME: 9:30 A.M.

Airport Assistance: (Outstanding), , , , (Poor)

ON TIME / 5 / 4 / 3 / 2 / 
APPEARANCE / 5 / 4 / 3 / 2 / N/A
GREETING / 5 / 4 / 3 / 2 / 

CAR HOTEL:NOTAXI:YES

CAR CLEANLINESS / 5 / 4 / 3 / 2 / N/A

Data and Findings:

Waited at the airport from 9:30 a.m. until 10:00 a.m., no Holiday Inn shuttle or van in sight, despite the fact all the other hotels had picked up their guests from the airport with a van.

When I found myself standing alone in front of the airport, I had to take a taxi (10:15 a.m.).

Hotel Arrival

Mystery Guest Shopper:Mr. Sam Saker

DATE: 07/09/2000

TIME: 10:25

DOORMAN AVAILABLE: NO

DOOR OPEN: NO

Arrival At Hotel: (Outstanding), , , , (Poor)

GREETING / 5 / 4 / 3 / 2 / 

Luggage:

BELLMAN FRIENDLY

/ 5 / 4 / 3 / 2 / 

LUGGAGE TAGS: NO

Data and Findings:

As the taxi pulled up at the hotel entrance, there was no what so ever (bellman, doorman etc..)
Although I was in the cab for a few minutes, while waiting for the driver to give the change and the receipt nobody approached the car for assistance.
I had to unload my luggage and carry them two large pieces through the entrance, the lobby door, and to the front desk.
As I approached the front desk, a bellman by the name of Essam offered to help. He took only one bag and I had to carry the other one to the front desk.
No luggage tags / stickers were placed on my luggage.
The bellman Essam did not me greet me or welcomed me to the hotel, he just offered (without a word) to assist with one of the luggage.

Checking - In

Mystery Guest Shopper:Mr. Maged Ghareb

Quality: (Outstanding), , , , (Poor)

APPEARANCE / 5 / 4 /  / 2 / 1
SMILING / 5 / 4 / 3 / 2 / 
GREETOMG / 5 / 4 / 3 / 2 / 
2. RESERVATION
READY / 5 /  / 3 / 2 / 1
ROOM READY / 5 /  / 3 / 2 / 1

Data and Findingss:

Welcome to HotelYes / No

Welcome DrinkYes / No

Hot/Cold TowelYes / No

Addressing by NameYes / No

Passport Procedures: EfficientYes / No

Registration Card Pre-arrangedYes / No

Room Pre AllocatedYes / No

MembershipYes / No

Smoking / Non Smoking RoomYes / No

VIP Amenities:

Club FloorYes / No

Other Data and Findingss:

Ahmed checked me in, he was polite, gave me registration card and asked to fill it up, gave me the key and breakfast/dinner tickets also, gave me a card for the pool towels (it was dirty & old).
Ahmed at front desk did not ask me for any credit card or money to deposit in my account, however he took my ID and put it in my folder!

GUIDED TO ROOM: YES

BY: Mahmoud (bellman)

I was escorted by the bellman did not say much except that he pointed at the breakfast /dinner coupon and said this is for the soft drinks!? I did not know what he meant anyhow.
I opened the door, he carried the luggage inside and switched the A/C on.Then left!!

Checking - In

Mystery Guest Shopper:Mr. Sam Saker

Quality: (Outstanding), , , , (Poor)

APPEARANCE / 5 / 4 /  / 2 / 1
SMILING / 5 / 4 / 3 / 2 / 
GREETOMG / 5 / 4 / 3 / 2 / 
2. RESERVATION
READY / 5 /  / 3 / 2 / 1
ROOM READY / 5 /  / 3 / 2 / 1

Data and Findingss:

Welcome to HotelYes / No

Welcome DrinkYes / No

Hot/Cold TowelYes / No

Addressing by NameYes / No

Passport Procedures: EfficientYes / No

Registration Card Pre-arrangedYes / No

Room Pre AllocatedYes / No

Priority Club MembershipYes / No

Smoking / Non Smoking RoomYes / No

VIP Amenities:

Club FloorYes / No

Other Data and Findings:

When I arrived at the front desk, there was only one desk clerk “Mohamed”, assisting six other guests.

I waited approx. for 10 min. trying to get his attention, but he never acknowledged my presence.
Meanwhile, two other front desk staff members walked across behind the counter, none of them acknowledged me either (for a moment I thought I was invisible). I was standing with my passport and my credit cards in my hand over the counter.
When Mohamed, FINALLY, approached me with a straight face “Can I Help You” in Arabic. I responded in English informing him that I have reservation, his response with a broken English was “Sorry, Check-in”, while making the remark “you look like Egyptian”.
Mohamed was struggling with my name at the computer trying to find my reservation, whilst another desk clerk by the name of Ahmed stepped in and was able to find it on the computer.
Without greeting Ahmed handed me a blank registration card to fill out (it was not pre-printed / pre-registered).
Ahmed took my Amex. Card & Business Card while he was staring at the computer (no eye contact).
He did not ask me whether I wanted a smoking/non smoking room.
I had to ask for a king size bed, smoking room.
After handing me the key for room # 164, Ahmed requested to keep my passport for photocopying, explaining that the copy machine was out of order.
I requested assistance with my luggage to the room and Ahmed called the bellman Essam.

GUIDED TO ROOM: YES

BY: Essam (bellman)

On the way to the room Essam was walking behind me, forcing me to ask him for directions.
Essam never explained the facilities of the hotel nor the outlets working hours etc.

He was walking behind me quietly (Meanwhile he was directing me to the room! ).

As we reached the room (164) Essam dropped the luggage by the side of the bed, said Thank You and left?.

Room517

Mystery Guest Shopper:Mr. Maged Ghareb

Room #: 517

Type: King/TwinSmoking/Non Smoking

Checked on the following:

Telephone DirectoryYes/ No

Room Telephone Cable (4m Length)Yes/ No

Laundry HolderYes/ No

Laundry BagYes/ No

Guest Room Stationary:

BrochureYes/ No

Post CardYes/ No

Fax Paper with DisclaimerYes/ No

In Room Amenities:

Ready upon CheckYes/ No

Delivered After Check-inYes/ No

Club Amenity Card UsedYes/ No

BathrobeYes/ No

Describe Amenities:

2 Soap Dispensers (Hand Soap + Shampoo)
Trash Basket

Closet

Coat Hangers: 8

No. Gents Hangers: 2

Ladies Hangers: 2

Bathroom:

No. Bath Towels: 2

No. Hand Towels: 2

No. Face Towels:

No. Bath Mats:

Bathrobe:

Data and Findings:

Room 517 is a large room (1 bedroom suite)
A/C makes lots of noises (preventive maintenance) system needed badly for all guest rooms
Hair found between bed sheets
Hair found in bathtub
Hair found on bathroom floor
Yellow urine stains in the toilet
Water stain on bathroom floor
Finger prints and stains on the sliding glass balcony door
Dust on head board on top of picture frames and marble of TV top, mini bar top and Kitchen top
Drapes in both rooms (bedroom & living room) are off track (photo)
No bath mat found in the bathroom

Room

Mystery Guest Shopper:Mr. Maged Ghareb

Room #: 122

Type: King/TwinSmoking/Non Smoking

Checked on the following:

Telephone DirectoryYes/ No

Room Telephone Cable (4m Length)Yes/ No

Laundry HolderYes/ No

Laundry BagYes/ No

Data and Findings:

Upon check in clerk did not ask if I wanted my room smoking or non smoking, however I requested a non smoking room when I made my reservation.

Guest Room Stationary:

BrochureYes/ No

Post CardYes/ No

Fax Paper with DisclaimerYes/ No

In Room Amenities:

Ready upon CheckYes/ No

Delivered After Check-inYes/ No

Club Amenity Card UsedYes/ No

BathrobeYes/ No

Describe Amenities:

2 Bath Towels
2 Hand Towels
2 Glasses in Bathroom + 2 Glasses on top of Mini Bar
2 Soap Dispensers in the Bathroom (Shampoo)
1 Bath Mat

Closet

Coat Hangers: 8

No. Gents Hangers:

Ladies Hangers: 2

Bathroom:

No. Bath Towels: 2

No. Hand Towels: 2

No. Face Towels:

No. Bath Mats: 1

Bathrobe:

Data and Findings:

No shampoo & conditioner
No wash towels
No ice basket/ no tray
Mini Bar empty.
Main key entrance was very hard to turn needs maintenance
A/C makes lots of noise at all times
Hair on the bathroom floor
Spot lights above the bathtub & front of entrance door are hanging down
Stain on chair of desk area
Chair of desk is loose and weak
Desk lamp holder is loose and low voltage (lower than normal)
Hair found on both beds
Bed spread is dirty and stained
Drapes are off the hooks, and off track
Electric outage is OOO (near bed)
Crack on the wall next to mini bar
Pictures are not secured ( bolted to wall)
Ashtrays but no matches
No –No Disturb sign hanging on doorknob
No trash basket in the room (in bathroom only)
2 bed sheets only, should be 3 (5 star hotels)
Stains on bathtub wall tiles.
Wall stain in the room near the bed and desk
Holes in the black out drapes in the room
Vent in bathroom makes loud noise
No rate card hanging behind the room door
Rug between beds is dirty filthy needs to be burned
Called engineering to come and fix the A/C, spoke to Yasser who said will come in 10 Minutes A/C was fixed when I came back

Room 164

Mystery Guest Shopper:Mr. Sam Saker

Room #: 164

Type: King/TwinSmoking/Non Smoking

Checked on the following:

Telephone DirectoryYes/ No

Room Telephone Cable (4m Length)Yes/ No

Laundry HolderYes/ No

Laundry BagYes/ No

Data and Findings:

No telephone directory to be found anywhere in the room.
No promotions what so ever for any hotel facilities / outlets.
The only two table tents, were placed on the dresser were for “AQUASCOPE Submarine” & “Environment preservation”.
No TV guide.

Guest Room Stationary:

BrochureYes/ No

Post CardYes/ No

Fax Paper with DisclaimerYes/ No (one sheet)

Small notepad – penYes / No

In Room Amenities:

Ready upon Check-inYes/ No

Delivered After Check-inYes/ No (at 11:30 a.m.)

Club Amenity Card UsedYes/ No

BathrobeYes/ No

Describe Amenities:

Shampoo, Conditioner, Shaving Gel, Shower Cap, before sun lotion, after sun lotion, hand lotion

Closet

Coat Hangers: 2

Gents Hangers: 3

Ladies Hangers: 3

Bathroom:

Bath Towels: 2

Hand Towels: 0

Face Towels: 0

Bath Mats: 1

Data and Findings (Room):

Although I requested a smoking / king size bedroom, when I arrived to room 164 I find myself in a twin non smoking room ?
Dusty lamp shades.
Dusty bed frame.
Dusty mirror frame.
No trash basket in the bedroom.
Stained bed side table top.
Balcony chair cushions were stored in the closet.
One extra pillow in the closet only.
Paint stains against the wall on the floor by the connecting room door.
Dusty / unclean floor tiles.
Bed spreads, are stained on the inside (yellow stains).
Human hair was found on the inside of the bed spread and in between sheets.
Mattress corners are not marked / numbered (for quarterly rotation).
The drinking glasses are water / soup stained.
Dirt and paint drops under the bed.
Light switches (between the bed) are loose – Electric Hazard.
Stained bed sheets (under the pillows)
Patio table and chairs are not varnished, dry and cracking (Bambo Set).
Patio floors, walls and hand rails, are dirty / dusty.

Data and Findings (Bathroom):