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MG nosair
Zurich, Switzerland

The terrible reception manager Yulia Gromova

2.0 of 5 bubblesReviewed 31 Jul 2024via mobile
Dear Four Seasons Management,

I am writing to express my dissatisfaction with the service provided by Ms. Yulia Gromova during my recent stay at your hotel. Unfortunately, Ms. Gromova's understanding of hospitality fell short of the high standards typically associated with the Four Seasons brand, resulting in a disappointing experience on our first night.

From the outset, Ms. Gromova was unaccommodating and made us feel unwelcome. Despite having booked a stay at a luxury hotel, she caused significant delays during check-in, which took more than half an hour. She also insisted that my 8-year-old daughter must pay for breakfast, despite our reservation including breakfast.

Furthermore, Ms. Gromova refused our request for an extra bed, citing that it would disrupt the room's decor, and insisted that my daughter sleep on the sofa bed. Her rigid and unhelpful attitude starkly contrasted with the professionalism exhibited by the rest of the hotel staff. When I escalated the situation, everyone else was responsive and understanding, except Ms. Gromova.

The following day, the Head of Guest Experience addressed our concerns with utmost professionalism and apologized for Ms. Gromova's conduct. This intervention was greatly appreciated and helped to restore our confidence in your esteemed hotel.

It is regrettable that one individual's behavior marred our initial experience at your hotel. I wish to emphasize that all other aspects of our stay were excellent, and the rest of the staff demonstrated the exemplary service the Four Seasons is known for.

I hope you will take this feedback seriously to ensure that no other guests have a similar experience in the future.

Sincerely,
Date of stay: July 2024
Room Tip: If you see Ms. Yulia Gromova go to anybody else he will be more helpful and will give you four...
Trip type: Travelled with family
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Nihat Yucel, General Manager at Four Seasons Hotel Alexandria At San Stefano, Egypt, responded to this review
Responded 1 Aug 2024
Thank you for taking the time to share your feedback regarding your recent stay with us. We truly value your insights and are committed to addressing any concerns you may have experienced.

We are sincerely sorry to hear about the challenges you encountered during your check-in, and we understand how frustrating it must have been.

Our goal is to provide exceptional service to all our guests, and it is clear that we fell short during your visit. We appreciate you acknowledging the efforts of the other staff members who worked to resolve your concerns.

We are grateful for your understanding and for bringing this matter to our attention. Your experience is important to us, and we are committed to making necessary improvements to prevent similar situations in the future.

Thank you once again for your feedback. We hope to have the opportunity to welcome you back to Four Seasons, where we can provide you with the flawless experience you deserve.

Kind regards,
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviews (1,089)
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3 - 8 of 1,089 reviews
Reviewed 31 July 2024

The Four Seasons has created a little oasis on the corniche in Alexandria. I ran around shopping and discovering the city and my kids didn't want to leave the cabana next to the saltwater pool (my husband was happy to stay with them).

Date of stay: July 2024
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Four Seasons
Thank egdbNewYork
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nihat Yucel, General Manager at Four Seasons Hotel Alexandria At San Stefano, Egypt, responded to this reviewResponded 3 weeks ago

Thank you for taking the time to share your experience in our hotel. We are thrilled to hear that your overall experience was outstanding and that everything met your expectations. We always strive to deliver high-quality hospitality to our guest on every stay.

look forward to welcoming you back for another unforgettable stay in the future.

Best Regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 July 2024 via mobile

I recently stayed at this Elegant hotel, and it was an exceptional experience from start to finish. The hotel boasts a stunning private beach, offering a serene and exclusive retreat. The food was a highlight, with a delicious variety of dishes that catered to all tastes. Each meal was a culinary delight, showcasing the expertise of their talented chefs. The furniture in the hotel is rich and well-crafted, adding to the luxurious ambiance. Every detail, from the décor to the service, was impeccable. I highly recommend Hotel Elegant for a truly unforgettable stay.

Date of stay: October 2023
Trip type: Travelled as a couple
Thank Khaled3mmar
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nihat Yucel, General Manager at Four Seasons Hotel Alexandria At San Stefano, Egypt, responded to this reviewResponded 29 July 2024

Thank you for taking the time to share your experience in our hotel. We are thrilled to hear that your overall experience was outstanding and that everything met your expectations. Your kind words about our chefs and service are greatly appreciated. We always strive to deliver high-quality hospitality to our guest on every stay.

look forward to welcoming you back for another unforgettable stay in the future.

Best Regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 July 2024

I enjoyed my stay in the hotel exilent choice clean rooms, delicious breakfast, evening coffee shops, very secure and lots of things to do swim in beach or swim in one of the 3 swimming pools, play squash, use the fully equipped gym, sauna, jacuzzi and much more. The hotel has access to nice three floors mall.

Date of stay: July 2024
  • Trip type: Travelled with family
    • Value
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Four Seasons
Thank Discover47257954240
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nihat Yucel, General Manager at Four Seasons Hotel Alexandria At San Stefano, Egypt, responded to this reviewResponded 22 July 2024

Thank you for taking the time to share your exceptional experience at the Four Seasons Hotel Alexandria. We are thrilled to hear that you enjoyed your stay with us and appreciated our hotel's amenities and services. We are particularly glad you liked the cleanliness of your room and the breakfast options. We always strive to deliver high-quality hospitality to our guest on every stay.

Looking forward to welcoming you back for another memorable stay in the near future.

Best Regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 July 2024

SCAM! No kids club as advertised! Despite advertising a full kids club there is only a small, sad playground at this hotel. After getting the runaround for 2 hours, they finally came clean that it doesn’t exist. We wasted the day driving back and forth to Alexandria from Cairo because I thought I could trust the Four Seasons brand - a 5 star hotel - but you can’t. Thankful I got my money back but I’ll never view the Four Seasons the same after this.

Date of stay: July 2024
Trip type: Travelled with family
Thank Erin E
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nihat Yucel, General Manager at Four Seasons Hotel Alexandria At San Stefano, Egypt, responded to this reviewResponded 23 July 2024

I would like to thank you for taking the time to submit a review concerning your recent stay at Four Season Hotel Alexandria. Based on your comments, we clearly did not provide you with the level of service for which Four Seasons is known, and I regret that you left the hotel with a negative impression. please note that your comment are very valuable to us and have been communicated with the concerned departments for immediate action to avoid its occurrence in the future occasions. We always strive to deliver high-quality hospitality to our guest on every stay.

Once again, thank you for the review, and we will be very looking forward to welcoming you back in the near future.

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Reviewed 11 July 2024

Warm welcoming, quality services and rooms ... I had my daughter's wedding at the hotel along with many rooms for my family and friends ... We have enjoyed staying at the Hotel

Date of stay: July 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Four Seasons
Thank ananyfarida
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nihat Yucel, General Manager at Four Seasons Hotel Alexandria At San Stefano, Egypt, responded to this reviewResponded 16 July 2024

Thank you for taking the time to share your exceptional experience at the Four Seasons Alexandria. We are thrilled to hear that you had a wonderful experience at our hotel. We are grateful for the opportunity to host your special occasion, your daughter's wedding, and are delighted to know that you and your family and friends enjoyed your stay with us. We always strive to deliver high-quality hospitality to our guest on every stay.

Looking forward to welcoming you back for another memorable stay in the near future.

Best Regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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