Sheraton Cairo Hotel & Casino

I would like to share my honest experience regarding this hotel stay. To be fair and transparent, I strongly believe this is not an appropriate place for families with young children or teenagers. Although we had a confirmed booking, we ultimately chose not to stay due to a series of concerning incidents. We reached the hotel and went to the washrooms! Within minutes, a few women entered, and I witnessed behavior that made us extremely uncomfortable, especially given that my child was present. I immediately went to reception to request medical assistance due to my injury, but the only response I received was that it would cost $130, with no further support or concern shown. We were then told check-in would be around 7–8 a.m. When I returned to the washroom, my daughter was still inside, unwell with stomach pain, which added to the distress of the situation. The ladies had gone but another woman came after a few minutes, the woman approached me and made an inappropriate remark implying an offer of sexual services, asking, “Do you want me to make you happy?” This was deeply unsettling, particularly in a family environment. I ignored her and asked her to stay away. These behaviours are against the law in Egypt and are not acceptable in any public or hospitality setting. During this time, the woman was also smoking in the washroom, yet no smoke alarms were triggered. This was extremely alarming and raised serious concerns about safety standards within the property. During this time, there were additional issues with staff behavior. Housekeeping (MALE) entered the area twice unnecessarily, which felt intrusive and unprofessional. There were also concerns raised about the smell of smoke, which seemed to be ignored by staff. Later, I spoke to the manager, Victor, but unfortunately found him dismissive and unhelpful. I observed that the same individuals were still present on the premises, despite being told otherwise. This raised serious concerns about the management’s honesty and control over the environment. There was also a loud altercation involving another guest. The way staff handled the situation was highly unprofessional, there was shouting BY THE STAFF MEMBERS and a lack of basic customer service, which escalated publicly in the lobby. To make matters worse, a staff member objected to my daughter recording the situation, while it appeared that other staff were recording as well. This double standard was unacceptable. Finally, upon leaving, we were asked to pay an unexpected parking fee, which felt unreasonable given the circumstances. I am, however, glad that the booking was not cancelled, as it has given me the opportunity to share this experience so that others are aware. I have escalated this matter to senior leadership, including the CEO and executive team. What is particularly alarming is that I later received a message on the platform stating that the issue had been resolved, this is completely untrue. I will be attaching all supporting evidence, including photos. Overall, the staff appeared poorly trained, the management ineffective, and the environment unsuitable for families. Based on this experience, I would not recommend this hotel. Families seeking a safe and respectful environment would be better advised to consider alternative accommodations where professionalism and standards are maintained. Lastly, I would like to add that I am a frequent user of Marriott properties outside of Egypt, and this experience will not stop me from using the brand worldwide, as I have consistently experienced high standards and excellent staff in other locations.

I originally booked this hotel based solely on location and I was very pleasantly surprised. The hotel is modern and well maintained, unlike many other hotels in the area. The staff were friendly and helpful throughout the stay. The room was clean, spacious, comfortable and very nicely done. I would definitely recommend this hotel if you are in Cairo.