ONATTI Beach Resort - Marsa Alam in El Quseir

Travelled to Marsa Alam with my mother, (having visited Hurghada/Sharm ~10 times before on a budget) and paid €25 for a taxi transfer to this hotel. Room: Shabby, unclean, one available socket, fridge didn't work at all, balcony doors would barely shut, let alone lock, no basic tea/coffee making facilities provided, rock hard mattress, only one chair on balcony for twin room and very dirty. Other guests shouting outside or taking long calls on speakerphone after midnight. Only permitted one key card. WiFi: No WiFi outside of immediate lobby area - not even in restaurant next door, or lobby toilets or by pool as claimed on information sheet. Once more than 3 people using WiFi, it can't cope with the demand and stops working. Activities: Never saw Animation Team as featured in other reviews. Didn't stay long enough to visit the dive centre. Infinity would do better to find a better hotel for their base, as this hotel is so very bad. Safety: Unsafe. Travelling with my 75yo mother. Trip hazards throughout the complex. Broken/uneven pathways with pot-holes, dirt ditches either side and insufficient/non-existent lighting, unlit stairwells with no hand rails. Exposed wiring, broken plug sockets/hanging off wall, shower sprayed water all iver the bathroom floor. Raised drain covers in the middle of the main walkways outside. Warped piece of wood covering pool filter but sticking up off the floor. Balcony doors would not lock in 3 different rooms we were offered. We accepted one on the understanding that the door would be repaired the next day (it would have needed new doors). Wooden sunbeds were rotting, broken and barely held together with screws protruding, although matttess cushion was comfortable. Headrest wouldn't lie straight and almost trapped fingers when it collapsed. Food: Just awful. We are not fussy eaters... at. all, but all meat available was completely dry and overcooked. Koftas dry and barely edible. Falafel rock hard. 'Cardboard' burgers, so dry and thin, you couldn't cut them with a knife but you could snap them. 'Hot' food was all cold, vegetables were either uncooked and hard or overcooked and soggy. My mother was served 'chicken and sauce' but it was just a piece of bone, no meat. Flavourless soup was covered with a thick layer of grease. No toaster available at breakfast. Only freshly cooked egg/waffles at breakfast worth eating. Salad was left out and reused at next meals. 'Handmade pizza' consisted of fresh dough, but topped with a squirt of tomato ketchup and a few flakes of grated cheese. Asked for a beer/sprite with dinner on arrival and didn't recognise the taste of beer and/or lemonade. Disgusting. Drank water instead. Asked for water and told it would cost $4. No clean glasses available at 'bar' in reception. Restaurant tables were cleared but not cleaned, so crumbs and spilled food left on tables despite staff milling around. Not allowed to use reusable cups, even for water. Tiny plastic 'glasses' for drinks that held 100m

I booked two nights in a standard room and one in a sea view room.

While the standard room was dated, had some hygiene issues, and the food was unpalatable, the service was quite attentive.

The problem arose when I checked into the sea view room. I'd booked a direct sea view room, but they gave me a side sea view room. I'd considered giving up, but the issues I saw in the pictures made me ask for a room change. Even after showing them the pictures, they still wouldn't move me immediately, saying they needed to confirm. Finally, a cleaner, the lobby manager, and another cleaner arrived and spent a long time discussing the matter. I was furious. I immediately confronted them and demanded a quick change. They seemed unconvinced, but they still moved me. I told them, "You always give Asians the worst rooms." They argued back. When we got to the new room, I realized it was a standard room, not a sea view room. They were really treating me like a ****. I argued again, and they finally moved me to a direct sea view room. However, there was no hand soap or shower gel, and I noticed ants crawling on the table. It was so disgusting I didn't take any photos. The attitude of everyone else at the hotel was excellent, which is commendable, but the front desk clerk, who has the highest level of energy, didn't seem to take customer concerns seriously.

In short, don't stay here. In my 20-plus years, this is the first time I've had such a terrible accommodation experience. I believe Ctrip, as a travel booking platform trusted by Chinese people, should no longer list hotels that discriminate against Chinese people and don't take their concerns seriously.