DoubleTree by Hilton Mangroovy El Gouna Resort

Hefny veri gut, nou problem, servis good

We stayed at this Hilton hotel with high expectations, as we have enjoyed staying at Hilton properties around the world on several occasions. Based on our previous experiences, we have always associated Hilton with excellent service, hospitality, and quality. Our holiday started on a disappointing note when we were given a different room from the one we had booked. Although our travel company acknowledged their mistake and informed the hotel, no suitable solution was offered for most of our stay. We completely understand that mistakes can happen, but what disappointed us most was the way the situation was initially handled. We felt there was little understanding of our concerns and very little willingness to help. What disappointed us most was the way we were spoken to. The staff member at the reception came across as dismissive, unfriendly, and showed very little empathy for our situation. What stood out to us throughout our stay was that many staff members (not all of them), particularly at the reception and in the restaurants, were not very friendly or welcoming. One example was when I politely asked a staff member behind the bar, who was waiting for a container to fill with water, if I could have two bottles of water. Instead of a smile or a friendly response, I was met with a deep sigh. These may seem like small moments, but they really influence the overall guest experience. On another occasion, we asked the reception if they could call a restaurant outside the hotel to make a reservation for us, as we were unable to make the call ourselves. The immediate answer was simply, “No.” There was no alternative offered and no attempt to help us in any other way. We would have expected a little more willingness to assist. Another example occurred at the pool snack bar. We joined the queue before 5:00 PM, but because the line was so long, we only reached the counter at around 5:03 PM. We simply wanted to order a portion of fries, but were told that no more orders could be taken because the snack bar had closed. At that exact moment, another staff member walked past carrying fries and hot dogs for other guests. A little flexibility or customer-focused thinking would have made a big difference. The food was another disappointment. Breakfast offered almost exactly the same selection every morning, and the same applied to lunch and dinner. There was very little variety, many dishes looked unappealing, and the overall quality was below what we expected. At times, the food reminded us of ready-made meals rather than what we would expect from a Hilton hotel. The few dishes that were freshly prepared were virtually identical every day, and overall we found the food to be quite disappointing. We would especially like to recognize Mahmut (we hope we are spelling his name correctly), who cleaned our room (1106) every day. He was incredibly kind, friendly, and hardworking, and genuinely did everything he could to make guests feel welcome. He always greeted us with a smile and is a real credit to the hotel. We would also like to compliment the concierge team, the security staff, and the lifeguards, who were consistently warm, welcoming, and helpful throughout our stay. In addition, we would like to mention the gentleman who walks around the pool promoting the spa treatments. He was always very friendly, never pushy, and thanks to him we decided to book massages at the spa, which we thoroughly enjoyed. We also want to thank the Guest Relations team for taking the time to listen to our concerns. They treated us with kindness and professionalism, and we appreciated that our feedback was heard. After sharing our concerns, the hotel management made an effort to improve the situation by offering us complimentary drinks and an upgrade to a suite for our final night. We genuinely appreciated this gesture and the fact that our concerns were acknowledged. Overall, we had both positive and less positive experiences during our stay. We are grateful to the staff members who went out of their way to make us feel welcome and who clearly take pride in their work. At the same time, we hope Hilton will take this feedback on board, as we believe there are opportunities to improve the overall guest experience. Based on our previous stays at other Hilton hotels, we had expected a different experience, and we hope future guests will enjoy the level of service and quality that we have come to associate with the Hilton brand.

We had a wonderful week at DoubleTree Mangroovy, the hotel is brand new, rooms are spacious and spotless, and the location near Abu Tig marina is perfect. What truly made our stay memorable was the incredible staff, especially Arwa at reception, who went above and beyond with her warmth and excellent local tips. Breakfast was delicious and varied, and the private beach was a great bonus. The only minor downsides were the quiet atmosphere (don't expect lively animation) and slightly limited dinner options some nights, but it didn't spoil our experience. My advice: rent a tuk-tuk to explore El Gouna's islands and ask Arwa for recommendations, she's a gem. We'll definitely be back.

This is the BEST HILTON in Africa so far. The moment we arrived we were greeted with the Arab hospitality we all know and love. Then on to guest services Ms. Arwa and Ms. Christina were AMAZING. The ambience of the hotel and the food including complimentary snacks were healthy and gourmet like. The modern decor, the clean pools ,and there are plenty to choose from, all have laid back areas to tan, swim, enjoy a drink or have a ball in the pool with the family. Ill definitely come back as a diamond member.

Firstly I must say this hotel is absolutely beautiful from the design of the building to the esthetic look, unfortunately it goes a bit downhill from here firstly our room was large with 2 huge king-size beds and a plung pool for ourselves and 3 other rooms, not a problem but it is when we have paid extra for exclusive use of it !!!!! We found families and other couples who really shouldn't have been using it I phoned reception on quite a few occasions to complain but was told anyone could use it ! Next is the pool, there are two one quiet at the back of the hotel and one forward of the hotel, the quiet one is spoilt by the kids club where there's screaming kids and A LOT of noise building of the new spa facilities. There are no pool activities only music playing so the older kids are quite bored 🥱 The food is ok but it was catered for the locals as it was Egypt's annual holidays, we didn't go hungry but the sweet section is the same every night. The evening entertainment nothing apart from tape on repeat as it played the same music every night 😞 absolutely nothing to entertain the kids crying screaming and running about because of being boared. The hotel beach is absolutely spotless and plenty of sunbeds and you can get drinks and food, it is very safe for children as it's only knee deep with no reef. You can get a tuk tuk outside the hotel to take you out very cheaply to a bar or a restaurant. Now here's where I must complain to management about the cleaning of our room or lack of it.! Yes the hotel is clean but unless house keeping is kept on top of it the rooms it will soon be very dirty, our shower wasn't cleaned properly in the 2 weeks the floor was slimey and the shower screen wasn't cleaned and the floor was only swept 3 times. Now onto the spa 😯we used the spa on our last day for a shower as we had a late pick up, you have a serious health risk in the ladies showers the floor is absolutely filthy as in photos. Would we return to the Double tree mangroovy hotel NO.