Engineering / Preventive Maintenance and Housekeeping
Operation and Management Defects
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Entrance and Grounds
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Lobbies
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Public Rest Rooms
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Pool Towel Stands and Storage
1 ) Main Entrance (Front) :
- walls are dirty, stained and discolored – Engineering (cleaning-washingpainting)
2 ) Main Entrance (Front-Left) : Engineering
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white side curb is discolored / faded (painting)
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side planters dead grass / dry (gardening)
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muddy spots (on concrete) under curb (cleaning / scrubbing)
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red and white pole (bumpers safety) under curb discolored (painting)
3 ) Front Left Side of Building : Engineering
walls are dirty, stained (washing – painting)
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4 ) Front (right) side of Main Entrance : Engineering
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walls are dirty, stained (washing – painting)
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curbs white color is faded (painting)
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bush fins and side planters are dry, poorly maintained (gardening)
5 ) Front (right) of Main Entrance (by shaded parking area) :
exposed, not presentable, poorly maintained “electric shack” (fix paint
- hide)
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grounds are dirty (dirt – dry leaves…ect.) – (HK brush and clean)
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landscaping is poorly kept, dry and dead grass (gardening)
6 ) Front Right of Building (Room view) :
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aluminum parking shades and posts are dirty, bent and discolored
(repair and paint)
7 ) Right Side of Building (Room view) :
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Fence doors are blocked with old pieces of wood that are beaten, torn
and patched up (remove, screen the door and paint)
Curbs are discolored and faded (painting)
8 ) North side of the Building (Room view) :
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a) the garden shack is very unattractive, disorganized, messy and with
dirty surroundings (hide / paint, arrange)
b) the landscape in front of the shack is in bad shape (gardening)
9 ) West Side of the Building (fountain court) : (3 photos)
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a) walls are dirty and stained (washing – painting)
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b) corners / edges of floor tiles are dirty and moldy (housekeeping)
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c) planters walls stained and cracked (painting)
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electrical / light fixture has a loose cover, by the stairs (repair – screw)
10)
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Boat Dock – West Side (Nile entrance) : (3 photos)
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).
11)
Main Hotel Lobby / Reception Area : (3 photos)
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bed sheets, hanging linen form ceiling (by the bank) cover sides of the
shop that is being remodeled (“excuse us” sign and paravan).
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Piano area presentation is tacky, with sound equipment on a table and
a speaker on the floor (hide and properly enclose)
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table and planter need to be varnished.
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All lobby furniture needs varnishing
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12)
Counter to the right of the Front Desk has wires hanging, no displays
(flowers, phone…ect.).
Lower Lobby Area (meeting rooms / Rababa Lounge) : (4 photos)
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All dry flower arrangements are extremely old, dusty, dirty and some
of them have spider webs on them (replace)
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Tableware left with dispense for 5 hours unattended to and uncleaned (service / housekeeping)
13)
Public Rest Room (lower lobby level) : (5 photos)
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several of the toilet doors have broken coat hangers (replace)
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back of entrance door is discolored and extremely dirty on the bottom
(varnish)
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ceiling tiles above the toilets are cracked and dirty (replace damaged
tiles and paint)
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ceiling light corners are extremely dirty on the inside and are falling off
track (clean and fix)
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A/C screens are extremely dirty and full of dust (P.M. cleaning)
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The wall and floor corners by the door are very dirty (deep cleaning –
housekeeping)
14)
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Main Lobby Public Rest Room (by the coiffeur) : (5 photos)
men’s rest room urinal basins are extremely dirty, stained
(Housekeeping)
ceiling tiles are off track (falling off in some cases) and dirty (fix –
paint)
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ceiling tiles tracks need painting
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no coat hangers behind the doors (replace)
15)
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sink lighting fixtures are extremely dirty, dusty and stained (cleaning–
painting)
Pool Area (Towel Stand / Storage) : (2 photos)
the towel rack top cover is dirty and wrinkled
the stairwell pit is used as a storage area for the lounge cashiers – it is
tacky and not presentable (Recreation).
Engineering / Preventive Maintenance and Housekeeping
Operation and Management Defects
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Public Areas
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Hallways
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Health Club
1)
Library Area (Hallways and Service Doors) : (4 photos)
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direction signage are poorly painted on the wall ?
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walls are poorly painted with different colors / shades of white
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service doors and fire exit doors are poorly maintained : broken handles,
dirty, discolored frames, black edges, scratches
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by room 146, outdoor (green) carpets have iron burn marks by the
entrance
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fire extinguishers are dusty and dirty on the bottom
2 ) 2nd , 3rd and Ground Floors Hallways and Service / Exit Doors (23 photos)
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elevator : wall around the “call-button” is dirty / finger prints (wash-paint)
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walls under window looking over sunset lounge roof are stained and
dirty (wash – paint)
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service doors and door frames are poorly maintained (cleaning /
painting)
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walls are full of scratches from service carts (bell-men and
housekeeping)
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walls wooden base in general throughout the hallways are scratched
and discolored (painting).
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Ceiling tiles (by room 213) fire exit sign is dirty (paint)
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The glass side of the “gift store” is poorly painted, very tacky
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Fire exit doors and stairwells have dirty (stained) walls, ceilings and light
fixtures (cleaning / washing / painting)
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Ceiling tiles (at various locations) are off track, have black edges and
some are cracked (fix / paint)
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A/C vents (ceiling) are dirty / dusty (cleaning)
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A/C floor split units have dusty / dirty vents, dirt stains underneath, dark
(black corners) and scratches (clean / paint)
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Ground floor’s “steps” area : walls are stained, water bucket left behind,
pipes are stained, floor (tiles) are dirty old ceiling tiles found under the stairs
(clean – paint)
3)
Gymnasium (Room 382) : (12 photos)
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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)
Engineering / Preventive Maintenance and Housekeeping
Operation and Management Defects
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Club Room Building (General) & Club Room # 011
Guest Rooms :
- 371
- 326
- 259
1)
Hilton Club Rooms (Public Areas) : (13 Photos)
- the building brass sign is rusted and color faded (polish – maintain)
- hallway console table has no top (glass or marble) and wall
underneath was stained ?
- Housekeeping store rooms (7PM) were left open / exposed (1 st and
2nd floor), untidy and disorganized; door frames scratched and dirty,
housekeeping carts are poorly maintained (Housekeeping and
Engineering)
- Walls have skid marks and scratches at various areas (painting)
- Carpets are stained at various areas (shampoo)
- Club room 009 has a patched door at bottom – (replace or switch with
least desirable room)
- Club rooms 023 and 014 doors are badly damaged at the bottom
(replace / varnish or switch)
- Stairwell walls and hand railings are stained, dirty and unattended to
(Housekeeping and Engineering) – (washing and painting);
- metal door is dirty, and spider webs are scattered all over – (cleaning
and painting)
2)
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Club Room 011 (Mr. Sam Saker) : (10 photos)
bamboo chairs and tables are poorly maintained (polishing and
painting for black chairs)
ceiling tiles at entrance are stained (painting)
holes in bed sheets (housekeeping)
stained blanket (housekeeping)
A/C vent is extremely dusty / dirty (P.M.)
Amenities are poor, shampoo and bath soap bottles are half-empty.
Flower vase is dirty and full of dead leaves (Housekeeping)
Bath tub sealant is poorly done – black corners and edges
(Engineering & Housekeeping)
Human hair found behind the door on the floor (Housekeeping)
Lower corner wall behind the bathroom door is badly damaged
(Engineering)
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3)
4)
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Dirt in between (floor) tiles
– deep cleaning is required
(Housekeeping)
Light fixture screens above the sink are dirty (Housekeeping)
No turn down service or evening refresh ? (Housekeeping)
All furniture needs varnishing (Engineering)
Room 371 (Mr. M. Gharib) : (5 photos)
ceiling tiles at entrance are extremely dirty (Engineering) (painting)
blackouts (drapes) are dirty and off track (missing hooks) –
(Housekeeping / Engineering)
Housekeeping never organized toiletries after cleaning the room
(Housekeeping)
bath tub sealant (Engineering)
lampshade (by bed) has a burned hole is burned on the side (hole) ?
all furniture needs varnishing (Engineering)
Room 326 (Mr. M. Gharib) : (5 photos)
- ceiling tiles above the mini bar are torn and dusty, as well as the tiles’
tracks (paint and fix)
- bathtub rocking (Engineering)
- dirty floor corners by the bathtub (Housekeeping)
- toiletries were not organized with room cleaning
- all furniture needs varnishing (Engineering)
Room 259 (Mr. Saker) : (21 photos)
- ceiling tiles at entrance are dirty and stained and dusty (clean and
paint)
- wood frame of the mini bar needs varnishing and painting
(Engineering)
- bed side table stained (lamp base : washable rust marks)
- carpets are poorly vacuumed (Housekeeping)
- female hair clip by closet door (on the floor) two days in a row?
(Housekeeping)
- bedside lamp is dusty and exposed wires are a safety hazard
(Engineering)
- pillowcase had holes ? (Housekeeping)
- bed-sheets with a stitched hole ? (Housekeeping)
- spider webs on the wall above the mini bar (Housekeeping)
- mattress spring had blood stains (Housekeeping)
- 2nd bed sheets had holes (Housekeeping)
- blackout drapes are dirty and off track (broken hooks – Housekeeping)
- all wood furniture needs varnishing (Engineering)
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lights above the sink (bathroom), fixture screen is extremely dirty /
dusty (Housekeeping)
hair on the floor behind the bathroom door and dirt at the same
section, poor sealant and stains (Housekeeping and Engineering)
bathtub sealant / stains (Engineering)
upon check-in the garbage can in the bathroom was found full of dirty
napkins and garbage !! (Housekeeping)
Engineering / Preventive Maintenance and Food and Beverage
Operation and Management Defects
1) Pool Side Bar “Shadouf” : (6 photos)
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Bar / counter left unattended with dirty glasses, empty bottles, dirty
ashtrays and black olives (F&B).
The MICROS (outdoor) point of sale was found at (3AM) uncovered,
unsecured (assets mishandling)
The cashier table was left messy, disorganized and the floor was dirty
(cashier).
Electrical outlets (above the macros) on the bar column were dirty and
missing covers, poor presentation and safety hazard (Engineering).
The floors were left wet and dirty with exposed electrical wires (safety
hazard).
Fridge doors were not properly locked, leaving room for dirt and exposing
contents for contamination and or spoilage (F&B).
2) Ice Cream Stands : (4 photos)
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3)
The “Swiss Premium Ice Cream” stands are both in need for painting,
specially the base (bottom section) – (Engineering).
“Sun Set” Lounge and Terrace : (6 photos)
-Bar counter (no attendant) was full of a “shisha” display, leaving no room for
guest (F&B)
-The bar counter needs varnishing (Engineering)
-The service (room) door was left open all the time (F&B)
-Pieces of old furniture were left on the terrace (Engineering)
-Speakers had no protection cover (Engineering)
-Light fixtures were dirty / dusty
-Pipes under the “Hilton Club Rooms” sign need painting (Engineering)
-The sunset lounge lobby entrance has a broken AC grill (ceiling) –
(Engineering)
Engineering / Preventive Maintenance and Food and Beverage
Operation and Management Defects
“Bella Vista” Restaurant : (5 photos)
1)
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lunch time : the menu stand was left inside, empty. No host or hostess, no
waiters (F&B)
all tables and chairs require varnishing (Engineering)
the service station was messy, the cabinet door open and neglected (F&B)
exposed wires at the steps (broken orange pipe?)
observation : “Felucca” guests were not attended to nor assisted as they
boarded the boat (safety liability)
2)
“Shadoof” (pool side) restaurant: (11 photos)
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poor food (club sandwich) presentation (food quality)
ashtrays were never replaced (F&B service)
table cloths were stained (F&B service)
the open (outdoor) kitchen – poor presentation :
the rood top and skirt were very dirty and dusty
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counter top (entrance) corner tiles were chipped and right side tiles were
ripped
the stove hoods were bent and dirty
pipes of the back wall were all rusted
metal shelves were bent
electric wires and sockets were extremely dirty and greasy
dishes, pots and pans were left exposed (after hours) and uncovered
back wall tiles had grease around the edges
 over all poor presentation due to poor up-keep, cleaning, maintenance and
housekeeping
wall phones are very dirty and need painting
left side wall cabinets (lockers) were very dirty (painting)
walls were dirty and have broken covers
3)
“Felucca” Diner (see text report) : (6 photos)
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stained and wrinkled table cloth
the “Felucca” in general was very dusty and stained (painting and cleaning)
the food tray presentation was very unappealing
the barbecue grill was rusted
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Engineering / Preventive Maintenance and Food and Beverage
Operation and Management Defects
Room Service (see comments / report text) : (6 photos)
1. Room Service 259 Lunch
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Luxor Hamburger
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2.
Upon calling room service at 5:20 PM the phone rang 6 times before the
order-taker answered (Ramadan).
Upon requesting the hamburger sandwich from “Ramadan”, he never asked
me how I would like it (well done, medium…)
He did not ask for what I would I would like to drink or what I would like to
have for desert (up-selling skills are poor)
The waiter arrived with my order at 5:55 PM, he had no name tag and a bad
under-arm odor / bad smell.
No greeting, no smile
The waiter’s uniform was too big on him (not fitted) and the vest was torn from
the back.
The hamburger had cheese, eggs and onions, which I had not ordered
No salt and pepper shakers
A bottle of water accompanied the order which I had never requested
Hamburger was too thick and raw on the inside
Very poor presentation on a large plastic tray
Buns were burned on the inside
Coleslaw was tasteless
The eggs were too greasy and soggy
Taking the first bite from the hamburger, the meat tasted bad, smelled and
was not edible
All I ate from the dish was the French fries and the tomatoes
I placed the tray outside the door at 6:05 PM and it was never picked up until I
went to bed at 1:30AM
Room 326 Lunch
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Pizza
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Fried Calamari
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called room service at 9:00PM and the order taker “Mahmoud” answered after
6 rings with “broken” English and said “I may help you”.
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3.
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I asked for mushroom soup and he replied “ok Sir”. Then I asked for pizza
and he replied “please call the Italian Restaurant”!?
I explained that I wanted room service and inquired about the types of pizzas
they had, he replied “Margarita and Vegetarian”.
I asked what size and he replied “cheese and tomato”??. I explained again
that I’m asking if it was large, medium or small, he replied “oh, … medium”.
I requested the fried calamari, thanked me and he hung up!!. No up-selling
effort, he did not offer any beverages, or dissert, did not repeat the order and did
not mention how long it would take to deliver the order. !!
3 minutes later “Mahmoud” called saying “Sorry Sir, no mushroom soup”. I
asked if he could check with any of the other outlets, in a frustrated tone, he said
“no mushroom soup”. He never asked if I would like another kind of soup?
At 10:00PM the food arrived (it took 55 minutes). When I asked the waiter
about the reason of the delay the waiter indicated that they were very busy and
that they had 3 other orders prior to mine!??? (photo).
The food presentation / quality was poor and not up to standard.
The calamari was very hard, dray and “tough”.
The pizza tasted uncooked and like dough / soggy.
No salt & Pepper Shakers. No tooth picks….etc.
Room 371 Breakfast (no room service carts?)
Cheese
Eggs
Fava Beans
Danish and cereals
Room service waiter (Mousa) came in with a large tray and was confused as
to where to place the plates. Finally, he placed them on top of each other, on the
coffee table (photo)
I checked the items and found out that the corn flakes were missing.
I also found hair on the Danish.
I called room service immediately and spoke to “Tarek” who could not
understand that the order was missing an item and that there was hair on the
Danish. He handed the phone over to “Gamal” who seemed to be a supervisor
(he did not identify himself however). I asked him to come to the room and see
the hair for himself, he agreed.
At 9:20 “Mousa” came back with corn flakes and another Danish basket. I
asked him for “Gamal, he said that he was having breakfast!!. Mousa placed the
extra items on the Sofa!!
Breakfast remarks: tea water was warm (could not drink it), eggs had an after
taste (sulfur) , there was milk for tea only, and none for the corn flakes!. The
cheese plate had Only fetta cheese (white cheese) no other!
“Mousa’s” hygiene was not proper and had bad odor / underarm smell
No one contacted me from Room Service to apologize or to check on my
dissatisfaction.
Engineering / Preventive Maintenance and Food and Beverage
Operation and Management Defects
“Palm Restaurant” Breakfast Buffet : (17 Photos)
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The cook-station table cloth and skirting was in very bad condition, stained,
wrinkled, ends were unraveled and dirty
“El Hassan” the cook, had a stained uniform and was very dull
the “cook your eggs to your desire” sign was placed in a broken / torn plastic
holder and the brass base was very dirty and unpolished
the hot food buffet station had dirty and stained name tags
the hot serving dishes were not promptly replenished
the quality of the food display / presentation was very poor for a five star
Hilton Hotel
table cloths were stained in several spots
my table was never approached by a waiter to inquire about my needs, I had
to call the waiter “Mostafa” to bring me a clean set of flatware
the sausage and the ham were dry
the croissants were hard and dry
Engineering / Preventive Maintenance and Food and Beverage
Operation and Management Defects
“Palms Restaurant” : (3 photos)
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old brass needs polishing
all furniture and wooden frames need varnishing
all AC vents are dirty / dusty (cleaning and painting)
ceiling stains throughout the restaurant (needs painting)
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