Sofitel Nile El Gezirah Hotel

Beautiful Hotel, Great View — But Poor Handling of a Serious Issue

I’m currently staying at Sofitel Cairo Nile El Gezirah, and I’m writing this review on the same day that a very upsetting incident occurred—one that unfortunately overshadowed the positive aspects of my stay.

Let me start with what deserves praise: the view of the Nile is absolutely stunning, and the hotel itself has a luxurious and welcoming atmosphere. The breakfast was truly a highlight delicious, well-organized, and served by a team of professional and attentive staff. Housekeeping has also been excellent.

I also want to thank Ahmed at the reception, who handled our early check-in after a long flight with professionalism and a warm attitude. He really made us feel welcome upon arrival.

However, today I experienced something that left me shocked and disappointed—mainly due to the unprofessional behavior of the duty manager, Mr. Yousef.

I had ordered food from an external restaurant for myself and my son. After waiting for over three hours, I called the restaurant and was told they had already come to the hotel but were turned away by reception, who claimed there was “no guest under that name.” I then called reception myself, and they admitted the mistake, saying, “Sorry, we didn’t see the name.”

That alone could have been resolved. But when I spoke with Mr. Yousef, instead of taking ownership or trying to help, he flat-out denied that it ever happened. When I asked if he was calling me a liar, he said, “I don’t know.” Then, during a phone call later, he changed the story again, even though all conversations are recorded.

I was honestly shocked. This kind of dismissive and defensive behavior is completely unacceptable for any hotel—let alone a 5-star Sofitel. I wouldn’t accept this kind of attitude even from a Mickey Mouse hotel, let alone one that prides itself on luxury and service.

If Mr. Yousef had simply acknowledged the error and apologized, I might have been understanding. But instead, his approach made the situation worse. At that point, I no longer even wanted the food. The experience ruined our evening and left a lasting negative impact on our vacation.

I’m not writing this for compensation. I’m writing it because guests deserve honesty, respect, and accountability. People make mistakes—that’s human. But what’s not acceptable is denying them, shifting the story, and treating guests like they’re not telling the truth.

I sincerely hope senior management reads this and ensures that other guests don’t experience what I did.