Holiday Inn Cairo Citystars by IHG

I recently had the pleasure of spending my holiday at your hotel in Cairo, and I must say it was a truly enjoyable experience. From the moment I arrived, the level of hospitality and professionalism exceeded my expectations. I would like to extend a special thank you to Mahmoud at the reception. He was incredibly welcoming, helpful, and went above and beyond to ensure my stay was comfortable and smooth. His friendly attitude and genuine care left a great impression and made my visit even more memorable. Thank you again for the wonderful service. I look forward to returning on my next visit to Cairo.

This was our fifth stay at the Holiday Inn Citystars in Cairo. Overall, the room and room service were acceptable. However, there were a few issues that need attention. The shower, which is installed over the bathtub, had poor drainage. While showering, water would rise above my ankles, which was quite unpleasant. In terms of cleanliness, I believe more attention should be paid to hidden areas. For example, the area under the faucet in the sink was stained black. I was able to remove the stains easily, which suggests it hadn't been cleaned properly. Sitting on the toilet, I had a clear view of it, and frankly, it looked disgusting. My bathroom at home is spotless, and I expect at least the same standard at a hotel. Housekeeping should ensure that these less-visible areas are also cleaned thoroughly. Finally, at check-out, one of the male receptionists was extremely unprofessional. He spoke to us in a loud and abrasive manner, more like someone working in a butcher shop than at a hotel front desk. This kind of behavior is not appropriate for someone in hospitality. We can always innovate for the better!

Not the Start I Expected from a Five Star Hotel Unfortunately, my stay began on a disappointing note due to a very poor check in experience. While the hotel itself is impressive, modern, clean, and directly connected to the large Citystars Mall, the initial interaction left a lasting negative impression. When I arrived, I was welcomed by a very helpful and polite check in clerk who processed my check in without asking for payment. There had been an issue with the payment link from our company, but she assured me that the payment could be taken at check out. She also took my passport details, which should have been more than sufficient if any issue arose. Shortly after, my colleagues arrived and were told they could not check in due to the same payment issue. I explained that I had already been checked in, but the other clerk, who appeared more senior, became visibly agitated. He began to reprimand the staff member who had checked me in, right in front of us. This was extremely unprofessional and frankly unacceptable. We explained that if the company did not pay, we would personally settle the bill. Only then did he agree to proceed, but I asked why my verbal confirmation made any difference to the hotel policy. He had no answer. To make matters worse, the way he addressed his colleague was completely inappropriate. She was calm and courteous throughout, and his attitude came across as dismissive and confrontational. It was uncomfortable to witness, especially considering that he was publicly scolding a female colleague in front of guests. These are the situations that separate good hotels from great ones. Unfortunately, this hotel clearly does not have what it takes to be great. The customer service in this instance was far below the standard I would expect from a five star hotel. I have travelled extensively and stayed in many hotels around the world, and this was by far the worst check in experience I have ever had. That said, the hotel facilities are excellent. The rooms are well maintained, the hotel is clean and modern, and the breakfast was very good. However, the damage was already done. First impressions matter, and this one completely overshadowed the rest of my stay.