8.2/10Very Good71 Reviews
Sousse Medina|2.17km from city center
We stayed as a group of 14 people across 6 rooms, so we experienced many aspects of this hotel. Unfortunately, while the hotel looks stunning from the outside, the overall experience was disappointing and nowhere near what you would expect from a 5-star property. In terms of service, it felt closer to a 3-star hotel.
From the moment we arrived, the experience was underwhelming. We were charged for basic cold water and lemonade on arrival, which are complimentary at many hotels of this standard.
Room service was extremely slow. Even simple requests such as sugar or coffee regularly took over an hour to arrive. There was no iron or ironing board in the rooms, and requesting one meant waiting several hours, only to be allowed to use it for 20 minutes before it had to be returned.
Breakfast was average with limited variety, particularly for adults. The highlight was the freshly made omelettes, which were excellent. However, the dining experience was let down by tables that were not cleaned promptly and a lack of cutlery. If you needed additional cutlery, you often had to ask a waiter. It also appeared that service was noticeably better for guests who were giving tips, which created an uncomfortable feeling of unequal treatment.
The swimming pool itself is beautiful, but even there the experience was frustrating. Many of the best sunbeds seemed to be effectively reserved for guests who tipped the staff.
One of our rooms had a blocked toilet, and although it was reported, it should never have been an issue in a hotel claiming to be 5-star. The lighting throughout all the rooms was very dim, making them feel dark and rather claustrophobic after sunset. The bathrooms were outdated and poorly designed, and there was no hair conditioner provided, which is surprising for a hotel with swimming pools where guests frequently need it.
The one area that truly stood out was the spa. We enjoyed the hammam followed by a full body massage, and it was easily the best part of our stay. I would especially like to thank Miss Huda, whose professionalism and excellent massage made for a genuinely relaxing experience.
Overall, this hotel has the appearance of a luxury resort, but the service, facilities, and attention to detail fall well below the standard expected of a 5-star hotel. There is significant room for improvement before it can justify its rating.
