RECREATION AREAS
Swimming Pool
Health Club
Other Recreation Areas
Engineering & Housekeeping Defects
RECREATION AREAS
1. SWIMMING POOL
1. MYSTERY GUEST SHOPPER : MR. SAM SAKER
POOL-SIDE BAR : JUNE 2ND AT 12:00AM
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Faucet is leaking water
hygiene – coolers and fridges are not closed tightly
bottles and cups (glasses) are left on counter
olive dishes left out and ashtrays dirty
cashier table left untidy and dirty (trash on the floor)
column above macros machine has exposed electrical box
micros left uncovered in open air
bar floors are too dirty, wet and electricity left uncovered
POOL AREA : JUNE 3RD AT 3:15PM
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no towel counter attendant. I waited with Mr. Malcolm Gale (in house guest in
room 068) for over 10 minutes until “Mohamed” showed up and gave us a towel
and a chair.
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The pool area was fairly busy, however, I did not see any waiters walking
around to offer drinks or serve food, snacks…ect.
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Ashtray was never replaced
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No service whatsoever
2. MYSTERY GUEST SHOPPER : MR. MAGED GHARIB
POOL AREA : JUNE 4th AT 12:00PM
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Kids pool was very dirty, water was not clean and leaves were left floating on
the water.
Same with main pool, water is not filtered and not clear.
At the kids pool area, the chaiselongs were furnished with mattresses and
towels, which were worn out, stained and in bad shape. We later requested an
umbrella, which was provided at once.
We ordered some drinks (diet coke and fresh orange juice) from the pool
waiter (Al Azab). He informed us that the orange juice is canned and not fresh and
that there was no diet coke since they have been out of stock for 2 days.
We asked him to check with other outlets and explained the incident on the
previous evening at the lobby bar (the birell order).
He replied “oh, that was one box for a VIP guest. He used some of it and those
were the left-overs”. The waiter (Al Azab) left after I requested from him one more
time to look for diet coke in another outlet. I requested to substitute the fresh
orange juice with fresh lemon juice.
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HILTON LUXOR / MYSTERY GS
1
Recreation Areas Data and Findings
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10 minutes later, the waiter returned with the diet coke and a big smile (he was
a bit embarrassed) and said “I found it in another outlet” ?
The coke was served in a glass cup filled with ice (standard : any drinks
offered by the pool area should be in plastic cups not glasses).
Half an hour later, I asked him for another diet coke, he nodded and asked me
“in the same glass?” (meaning he would bring the bottle only). I refused and kindly
asked him for a fresh glass with fresh ice. 10 minutes later he arrived with the
drink and a cup filled with ice, this time, a plastic one.
He gave me the check to sign and he left (the check should be kept open for
further orders but it seemed that he was not willing to serve me with diet coke from
the other outlets several times).
Cats and ants can be spotted in several areas around the pool.
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HILTON LUXOR / MYSTERY GS
2
Recreation Areas Data and Findings
2. GYMNASIUM
1. MYSTERY GUEST SHOPPER : MR. SAM SAKER
Gymnasium (Room 382) : (12 photos) JUNE 4TH AT 12:00PM
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a very tacky, scotch-taped, bent, stained stationary paper (guest instructions)
placed on the door ?.
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tacky display on entrance shelf of broken, scattered pieces (pull springs) safety hazard
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The lower shelf was extremely dusty, I drew the name “SAM” before taking
the picture ?
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Spider-webs were scattered on the ceiling / corners (Housekeeping)
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desk (unattended) was extremely dusty / dirty, drawer was full of garbage
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the phone and handset are dirty (hygiene)
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liability sign was hand-written, falling out of the old and beaten frame, stained
(replace with a printed, glass-framed one)
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the equipment units and free-weights pieces, were totally scattered all over
the floor (nails, screws, broken pieces) presenting safety hazard as well as poor
presentation and maintenance – most equipment were not working properly and
very disorganized (repair – fix – maintain)
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balcony was very dirty, stained walls, bird manure, dry leaves….ect.!!
(Housekeeping)
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MYSTERY GUEST SHOPPER : MR. MAGED GHARIB
Gymnasium (Room 382) : JUNE 3RD AT 8:00AM
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On June 3rd, I approached the Front Desk Clerk (Moataz) and asked for the key
to the Gym. He gave me the key after having me sign for it in a log book.
The Gym room is located on the 3rd floor (guest room) and was very
disorganized, with exercise equipment scattered all over the room.
It was very obvious that no one from the hotel staff has been in this room or
supervised it for weeks.
The small desk at the entrance in very bad shape (photo) and very dusty, the
phone on the desk was also dirty
The dirt and spider webs all over the room were very disgusting and
disappointing.
The AC was on, while all the windows were open
The bathroom was totally messy, dirty, dusty and definitely unattended to for
several days.
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HILTON LUXOR / MYSTERY GS
3
Recreation Areas Data and Findings
3. POOL TABLES
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The pool tables on the lower lobby level had a dusty cover. It was obvious that
they were not attended to
The lighting was poor and the lamp shades were dusty
It was obvious that the pool tables were not being promoted by the Recreation
Department for revenue generation. No signage nor promotion efforts were to be
seen anywhere.
The wooden base of the tables need varnishing
The pool sticks were in poor condition
4. TENNIS TABLES
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The tennis table which was located on the terrace was dusty and abandoned
The wooden frame and legs were scratched and need painting
It was promoted as an entertainment option and no one seemed to know how
to go about obtaining the rackets and balls.
5. NILE DOCK AREA
Boat Dock – West Side (Nile entrance) : (3 photos)
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the general presentation is poor and pieces of furniture, paintings, tables…ect,
old wood poles, boxes, garbage cans….ect. (remove all and clean)
electrical wires (sign spotlight) left, are exposed (cover / box).
Club room building, terrace wooden fence is broken at the far south end
(repair and paint).
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Pipes are rusted and stained (paint)
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Built-in cabin / box and door is dirty and rusted (needs painting)
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Cracked stone on side wall (cement).
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HILTON LUXOR / MYSTERY GS
4
Recreation Areas Data and Findings