Imperial Shams Abu Soma

I have beautifull experience with this hotel, fantastic food, beautifull rooms, sweet food, and fantastic animators, they doing every day new programs, funny programs. They are comunication, funny, smile, have good energy, have beautifull mood. I never bored with this people. Thank you for this vocation, thank you animators for everything. You are the best ! You make my holiday really fantastic! I will miss you..😘 🙏🏽

This was our 2nd visit this year and, because everything was so good the first time, we thought that we would return. Unfortunately some of the staff that we had befriended last time had moved on and the replacement staff, we felt, were not as enthusiastic or friendly. However Mr Hani (Regional Manager) remembered us from our stay in April and looked after us very well. Nice to see you again Sir! Most of the Reception staff were good (especially Omniah) but a couple of the male receptionists were rather dismissive. They should remember that they are in hospitality and have to speak guests appropriately. All we can say is "come back Hager"! We had one particularly worrying experience when another guest managed to open our room door (using her own key card) whilst my partner was in the bathroom and I was still in bed. We witnessed her trying several other rooms along the corridor before finally getting into a room, which we can only assume was hers. We immediately got dressed and went to report this to Reception who, for some reason, thought it was quite amusing at the time but we were obviously "not best pleased"!! Eventually the incident was taken seriously after harsh words at Reception and 3 members of staff were sent to our room to re-programme our key card, but it wasn't our card that was the problem! If we hadn't have been in our room at the time, what could she have taken??? The room, as last time, was perfect for our personal needs. The quality of food was good but towards the end of our stay, it became quite repetitive. Chefs Mostafa and Beshir were excellent! All the towel guys and beach bar staff were brilliant and couldn't fault them. Excellent service from Ragab and all his staff. The free hotel WiFi was terrible! We resorted to paying for "proper WiFi" which was mediocre at best. In this day and age, WiFi is a MUST for guests and we definitely could not rely on this throughout our 2 week stay. It needs to be better and was very disappointing. ANIMATION TEAM They should NOT be catering for their own needs, nor for an 18-30 holiday! Looking around the pool, the age range of guests were 25-70 who did not need VERY LOUD music blaring out. We appreciate that music needed to be played for aquaaerobics, but it was always left on at high volume when the activity had finished and the Animation Team disappeared. There were many guests complaining (including pool staff) and asking them to turn it down but this fell on "deaf ears" and guests requests were ignored. My partner tried to speak quietly to Lukka about this but she would not listen and insisted on shouting her down, which was so rude and disrespectful - goodbye Lukka!! The entire Animation Team seemed very childish in their behaviour. We did particularly notice that at certain times, the girls Lukka & Maria were particularly loud, though they later admitted to us that they "sniffed", hence it was drugs they had taken which made them act in this manner. To his credit, Polo did come to apologise to us about the music issue and explained things in more detail, which we appreciated and understood his side a bit better. We truly felt that the Animation Manager (Ahmed) was a bully and he should go next door to the Safaga to see how an Animation Team SHOULD be run!! If Heba (Customer Services) had still been in position at this hotel, things would have totally been different and she would have dealt with the matter accordingly.