Steigenberger Aqua Magic Hotel in Hurghada

My worst experience ever — a true embodiment of unprofessionalism, negligence, and blatant disrespect.

From the moment we arrived, the situation was already unacceptable. The reservation manager, Mr. Abanoub Tharwat (as identified by the receptionist), insisted on charging an additional 6000 EGP for my son, who had only just turned three years old. This charge was entirely unreasonable, as a child of that age incurs virtually no cost to the hotel. Despite calmly attempting to discuss the matter, I was met with rigid, dismissive responses under the pretext of “hotel policy.” Left with no real choice, I was forced to comply.

What made matters worse was the appalling attitude displayed. Instead of handling the situation with professionalism or basic courtesy, Mr. Abanoub’s demeanor was openly disrespectful, accompanied by condescending and insulting looks that strongly suggested prejudice. As an Egyptian guest in my own country, I found this behavior deeply offensive and unacceptable. While I have unfortunately encountered subtle discrimination abroad, experiencing it here, in what claims to be a five-star establishment, was shocking.

The food was another major disappointment. While there was a wide variety, the quality was nothing short of disastrous. Meals included burnt items such as meat and kofta, uncleaned shrimp, and—most disturbingly—desserts containing hair and even dead insects. Such severe lapses in hygiene and quality are inexcusable, especially for a hotel that markets itself as five-star. Even significantly lower-rated hotels maintain far higher standards.

The children’s pool, an area that should be prioritized for safety and hygiene, was in a deplorable state. Broken tiles caused injury to my wife, resulting in damaged toenails and bleeding while she was accompanying our child. Additionally, the presence of dead insects in the water slides raises serious concerns about sanitation and the health risks posed to children.

The staff behavior throughout the stay was consistently rude and unprofessional. Basic service appeared to be contingent on tipping, which is entirely unacceptable. Housekeeping neglected to clean our room despite clear signage and direct verbal requests. Restaurant staff ignored us repeatedly, and on one occasion, when I simply asked for a spoon, a waiter rudely told me to fetch it myself—even though clean cutlery was readily available in front of him. It was evident that service was selectively offered only to those willing to tip.

All of these issues are documented with photos and videos, including an image showcasing the ironically poor “view” from our room in this so-called five-star hotel.

In summary, this experience was deeply disappointing on every level—service, hygiene, safety, and basic human decency. I would strongly advise others to reconsider before staying here.