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“A nice hotel but not 5 star by true international standards”

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Al-Masah Hotel and Spa
Ranked #54 of 138 Hotels in Cairo
Reviewed 8 September 2017

This is a quite difficult hotel to review because it is a little symptomatic of Egyptian tourism in general. You will note that a lot of the higher ratings come from guests who re from Egypt so their perspective on international accommodation is potentially a little skewed.
An impressively built and grand hotel but let down on many fronts by the service and attention to quality. The people are lovely and very willing but their understanding of international level customer service is lacking. The hotel needs to invest in internationally recognised hospitality training for its staff.
So we stayed at the Al-Masah for 5 nights because of its proximity to the Stadium complex (which is a whole story in itself!) and because of the high level of security afforded by a military owned hotel. The Al-Masah delivered on those aspects. However the following things were below expected standards:
- check in was slow and tedious and only made bearable by our interpreter.
- rooms are comfortable but small and furnishings average.
- room service was well below standard and never delivered on time always requiring a second call to ask when it was coming - by which time everything was cold.
- the wifi was 3rd world speed and kept dropping out.
- the only English speaking tv channel was BBC News. Every Sport channel was football only.
- the swimming pool opens late morning and closes early evening and this seem to vary on the whim of the operators. Not much good when you are out doing tourist stuff all day and then cant have a swim in the pool at the end of the day.
- it is a "dry" (alcohol free) hotel. Not a game breaker for us but worth knowing before you go.
- the hotel seems to be used almost every night for weddings so all attention is given to them and not the staying guests.
- time is a relative term in Egypt and certainly this applies to the service which is neither prompt or efficient. However dont think that doesnt mean they expect a tip - even when your room service turns up an hour late and cold!!

On the positive side the people are friendly, the breakfast and dinner restaurants are good with some very good food and the gardens and walled grounds very well maintained and beautiful.

  • Stayed: July 2017, travelled with family
    • Value
    • Sleep Quality
    • Service
Thank OtagoKen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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3 - 7 of 51 reviews

Reviewed 11 August 2017 via mobile

catastrophic hotel

the reception on arrival, slow Check-in, in particular at reception to get receipts for the recovery of the bottle of alcohol purchased at the Paris airport before leaving
the lack of attention of staff who doesn't feel not affected by his work, and last but it least is the check-out! I request the day before Check-out at 2 p.m. instead of noon: it says, "no problem" after this is mentioned in the computer system.
At 12, I wasn't in the room but a friend, a lady, was in and got properly shouted because she was still in the room at noon. Knowing this so I went to the front desk where I saw , after asking many times , the Front Office Manager: "Mr. Ahmed, he wouldn't hear, considered that Check out at noon was the rule and that anyway I had nothing more to say: more obnoxious, incompetent and unpleasant in an Egyptian hotel I had ever seen!" Of course as I am a regular customer of the Old Cataract in Aswan where Raffik Khairallah had done a great job of management, I am in shock to discover so much incompetence and stupidity in this hotel Al Massa that I would never ever recommend to anyone!
HOTEL TO AVOID ABSOLUTELY!

With the exception of the spa and massages of Hesham who is really a great professional

Stayed: August 2017, travelled as a couple
2  Thank Paul M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 July 2017 via mobile

Room very clean , little bet small , nice bathroom , balcony , fast registration , good services and good price. Swimming pool is good don't forget to take a card from reception to get towels. Laundry services is good too. One more thing register in almasah 2 its better than 1. Overall everything is beautiful.

Stayed: July 2017, travelled as a couple
1  Thank MADADIN
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 16 July 2017

I booked this hotel as it was close to the Exhibition Centre. Stayed four nights. I travel a lot for business in the Middle East, and stay in many hotels. The Almasah management is poor, and the staff have no concept of customer service, and just don't care. So many things that are necessary for a business visitor don't work. It's a 3* hotel masquerading as 5*.
Beautiful large gardens with trees, shrubs, and lawns rising up a hill. The paths are lit at night. Several restaurants in the grounds used mostly for functions. They are often 'fully-booked ', even though there are many empty tables.
The room rate stated that there was free wifi in the room. That did not exist. Numerous complaints produced just excuses. I had stand-in at the front desk, and said I would not leave until I got a result. An IT man knew the problem, and installed a router in my room from a wired ethernet port in the room. However the server worked only once in a while. Complaints achieved nothing.
Nice clean room, ( 300 series ), overlooking the pool, but noisy until late at night from music at the pool.
At 7 am one morning I was woken up by the room door being opened. A tall man, maybe Netherlands from his accent. He apologised that the key that the desk had given him opened my room. Later I complained to the desk. They said it could not happen. I was making it up ! Not a hint of an apology.
The hot water comes from an electric flash heater. That works off and on, producing dangerous variations in water temperature. For safety I switched it off.
The cable TV worked for a few hours, and never again. Complaints achieved nothing ( no surprise there ! )
Laundry does not get delivered back to the room. Arriving back late after business meetings needed numerous phone calls to get the laundry back. Took hours to sort out.
I could go on and on ! It's like a training video on how not to run a hotel ! It's difficult to describe the staff attitude. It's like as if they have done something wrong, and been forced to work in the hotel as punishment, but don't want to be there, and have no intention of doing any more than someone forces them to do.
Decent management and staff could transform the place. It's owned by the Army.

Room Tip: Don't stay there !
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  • Stayed: July 2017, travelled on business
    • Location
    • Cleanliness
    • Service
1  Thank Theroadtravelled
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 June 2017 via mobile

At Al-Masah hotel , had Iftar in Ramadan with family at the Aqua Marine restaurant one of the restaurants in the hotel , open Buffet eat as much as you can too much varieties from meat chicken and fish and lost of carbs, but taste is regular nothing special, very expensive place though, after Iftar went up the mountain for drink at the Bergola lounge which is outdoor seating with a great view and nice weather and the drinks is the normal juices and caffeine drinks , good shisha(argela), too expensive place too. Will be back again(I think).

Stayed: June 2017, travelled with family
1  Thank Islam G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Al-Masah Hotel and Spa

Address: Abdel Aziz El Shennawy St | Behind The Stage, Nasr City, Cairo 11511, Egypt
Region: Egypt > Cairo Governorate > Cairo
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #54 of 138 Hotels in Cairo
Price Range: RM420 - RM522 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Al-Masah Hotel and Spa 4.5*
Number of rooms: 60
Official Description (provided by the hotel):
You are invited to escape the noise and the pollution and to enjoy the peaceful atmosphere on Al Masah spectacular heights. While sitting under a pergola surrounded by the stunning nature enjoy beverage of choice that are served to match the moment.It is the spot for a quiet,contemplative moment where you can enjoy the tranquility of the environment.In a one-of-a-kind experience, imagine your self hiking along one of the most beautiful ridge walks in the green foothills of one of switzerland's great mountains ... more   less 
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