Holiday Inn Cairo – Citystars by IHG

I am very disappointed with the hotel’s telephone customer service. I contacted the hotel several times to confirm my reservation, but each time my call was transferred multiple times without receiving any proper assistance. During one of my attempts, my call was transferred more than six times between different departments, and on several occasions, the call was simply disconnected.
This level of communication is highly unprofessional and caused unnecessary frustration and inconvenience. I expected a much better standard of customer service, especially when trying to confirm an existing reservation. I hope the hotel takes this feedback seriously and improves its phone support and internal communication to provide a better experience for future guests.

I stayed at the Holiday Inn Cairo Citystars for four nights. Unfortunately, my experience was not satisfactory.

Upon arrival, I discovered that the room type allocated to me was different from what my colleagues had received. While they were assigned rooms with larger double beds, I was informed that only a room with a smaller single bed was available. The hotel staff explained that guests can make a reservation but cannot choose a specific room type at check-in. Due to my late arrival and limited time, I accepted the arrangement.

Another significant issue was the smoking policy on the floor. Guests in neighboring rooms were smoking, and the smoke frequently entered my room, making it difficult to rest and enjoy a quiet night’s sleep. This negatively affected my comfort throughout the stay.

In addition, I found the customer service at the reception desk disappointing. The reception staff were not particularly welcoming or attentive, and the level of customer care did not meet the standards I would expect from an international hotel. A more friendly, professional, and guest-oriented approach would have greatly improved the overall experience.

Overall, my four-night stay did not meet my expectations, particularly regarding room allocation, room service quality, customer service, and the impact of cigarette smoke from adjacent rooms. I hope the hotel management will address these issues to improve the experience of future guests.

The hotel is very beautiful and quiet, and the staff are extremely friendly and helpful. The rooms are spacious and clean, and cleanliness is clearly a priority for them. The restaurant is nice, and the food is fresh and delicious. The location of the hotel is excellent and close to almost everything.

There are a few points that could be improved, such as adding a prayer mat in the rooms and providing a price list for the snacks and drinks in the minibar. The TV also has Google Cast locked, so you can’t connect your phone. The restaurant could use a bit more variety, and there is no espresso or latte machine. The rooms have a small window that opens only to a limited degree, and there are no balconies. Additionally, there are no personal care amenities provided for guests, such as shaving kits, toothbrush and toothpaste, or slippers.

Other than that, the hotel is lovely, and my business stay was enjoyable. I definitely recommend it