Sousse Palace Hotel & Spa

Outrageously disappointing

+ Arrived last night. Hotel is awful. Very old and dated. Smells of damp everywhere, air con isn’t great in the room, only had breakfast- very basic. Think Travel Lodge not an all inclusive spread. Staff are wazzed off. Rumour around the pool is that the hotel is going into administration.

Beyond awful

+ Do not waste your money. This was our third time to Tunisia, first time in sousse and this hotel was awful!!! Accommodation not as advertised: We were moved between three different rooms, yet every room failed to meet the standards described in the listing and what is of expected of a 5 star resort. Persistent issues included poor cleanliness, broken fixtures (towel rail, air conditioning, tvs, furniture, hairdryers), and facilities that did not match what was promoted. The main photo on the website shows cabana style beds on the beach, this wasn’t there at all. It also says private beach, but fails to mention that either side is a public beach which is used day and night with Tunisians. They constantly harass you for food and money. They also were always within the ‘private’ section of the beach which made it completely unusable. Majority of the sunbeds on the beach were also broken. Building work - I received no notice of building work at the hotel. However the first room overlooked a noisy building site and the indoor pool was boarded up half way and work was being done. Not only was this noisy inside and out, it created a lot of dust that was left from one day to another. Safety concerns (unresolved): There was no internal door lock on any of the rooms we stayed in – a problem confirmed to affect other guests too – despite us raising this with reception, guest relations and the general manager multiple times. Easyjet told us this is hotel policy, but the hotel said it’s not their policy, when I asked why a friends lock worked in her room. No smoke alarm was fitted in our room throughout our entire stay, creating a serious fire safety risk. This is a HUGE issue. Which we reported many times. Broken decking on the premises caused my partner to suffer an injury to his toe; while the area was patched poorly the following day, proper repairs were never carried out. There’s photo evidence of the injury, it was reported to reception and they came straight out and removed the nail that was sticking up. However, they left the big hole until the following day without even covering it. Hygiene - Everyone we spoke to was experiencing diarrhoea and stomach pains, us included. Since being home, we are fine. This must have been hygiene or cooking standards in the restaurant. I was having to help people with Imodium tablets around the resort who hadn’t brought any. Lack of support: Despite repeated requests, no EasyJet Holidays representative was available or able to attend the hotel to assist us, leaving us to resolve matters directly with unhelpful hotel staff for the full duration of our trip. After speaking with the general manager whom we found and approached ourselves, some issues were fixed. The cleaners did clean our room, they also left a bunch of flowers and a display on the bed. They also gave us a new kettle. However the balcony was still dirty, the marks on walls were still there, the plug socket still hung off the wall, a door lock remained unfixed and smoke alarm remained non existent. Although cleanliness was important to us, the safety issues are of far greater concern. On one of the outside balcony areas there was a used condom on the floor. This is absolutely disgraceful! Entertainment and life guard staff were taking girls phones when they were using them on their sunbeds, opening instagram and adding themselves. Our friend fell victim to this and then had staff ringing her of an evening asking for her room number or telling her to come to the beach with them. Traveling solo this frightened her. They were very persistent and again this was reported to guest relations, evening security and reception and it continued still. Evening entertainment was advertised on a board but it never happened: daily the posters were switched to different days. Most nights what was advertised, never transpired. No apology and when asked about it they just said it’s out of their control and walked off. One nights entertainment was children’s party games, it was beyond awful. Bars closed at 11.25pm not 12 as advertised and then lights went out. One night we stayed up outside drinking and had water thrown on us at just gone midnight. Again this was reported and nothing was done. Yasmin from guest relations spoke to me and although she is very polite, nothing was done and she just kept saying ‘my office is here if you have any problems’ without fixing the problems I’m telling her about. On our last day a life guard came up to my partner and asked when we go home. He then proceeded to ask my partner to leave his shoes for him when we go home. This is extremely unprofessional and pressuring. Reception staff are unhelpful and come across very rude. The only credit to the hotel was the Bar staff and the restaurant staff - both were attentive and polite.

Come here

+ We came to Sousse palace and the service was really great. The food was good variety, the animation was outstanding , he was really funny made game nights and comedy and good performances. The room is very clean and the people will try and make you happy. Three restaurants all really good especially the sky lounge. Also if you love beaches this is the place to go with clear waters and lovely snacks bar. The people here wants to make you happy. We loved it here.

− The staff not nicely sur tout with the Arabic people

I’m normally very reluctant to leave a negative review ,especially as I work myself in hospitality industry and I unders

+ Hotel was central

− Customer service was really disappointing and cleanness of the bedroom.