Dear ahmedrehab,
Thank you for sharing your feedback with us on TripAdvisor.
We are always open for any comments from our guests and constructive criticism is always welcome, as these can help us, firstly, to better respond to the wishes of our guests and we thus continue to improve our service.
The described situation regarding the missing pen and paper for writing does not match our usual high standard. We do sincerely apologize and assure you all needed corrective measures will be implemented immediately.
In the same time we would like to inform you, that bathrobes and slippers are not included in the standard setup for the room amenities.
Most of our guests praise our service regularly as very good and special, because we highly value our regular guests, and usually give everything to satisfy them. Should we not have managed for any reason to provide you with the expected level of service, especially regarding the room service, we do sincerely apologize.
We regret that the offered food and snacks did not all meet your personal palate. We pay special attention to the selection and preparation of our food in all restaurants. Our cuisine is characterized by fresh, local and selected products. Understandably, it is not always possible to satisfy all tastes alike. Our Executive Chef gladly accepts any time suggestions and requests for special dishes, in case guests have difficulties to find dishes matching their palate in one of our restaurants. We would have highly appreciated to gather further details from you, on what we could improve from your point of view in our food items.
We are more than sorry to hear that you had the feeling that there is a different treatment between the guests of our Steigenberger Aqua Magic and the Steigenberger Al Dau Beach Hotel. We actually pride ourselves on the efficiency and friendliness of our service teams as our greatest asset. In the same time we would like to inform you, that the Steigenberger Al Dau Beach Hotel and Steigenberger Aqua Magic are operating separately. Therefore it is not possible to use the facilities of the other hotel, except for the resort facilities. Steigenberger Aqua Magic Guests can use the dive club and aqua center as well as the golf course (free golf rounds included), which are all located in Steigenberger Al Dau Beach Hotel. In addition the beach and the beach restaurant (Magic Blue Restaurant) of Steigenberger Aqua Magic are located on the premises of the beach hotel.
In general, we invite all our guests with concerns or questions about their stay to direct them in the first instance to our multi-lingual Guest Service Centre Team. They will be pleased to do all they can, to personally ensure that your holiday experience is an unforgettable one, in every positive sense!
We can currently only hope that the positive memories of your holiday will dominate and that you might give us a second chance again in the future in order to meet all your expectations.
With best regards,
Dieter Geiger
