Royal Thalassa Monastir

Service Quality: The staff are praised for friendliness, professionalism, and dedication, with exceptional service from bar, restaurant, and housekeeping teams, and engaging activities by the animation team.(based on 1 review)

Arrival On arrival we were given documentation to fill in. The hotel was ill prepared no pens or a place to sit and complete it. When my partner finally got a pen she was pestered by a member of staff to hurry up and the member of staff was stood over her. My partner advised that she would give her pen back when completed but the member of staff was still hindering the process of this being completed. The reception manager came over to my partner was very loud and abrupt and snatched the pen out of her hand. This led to raised voices and not a welcoming start to our holiday. This led to the required documentation not being completed. Recommendation and corrective action: Prepare for your guest arrivals and have the appropriate equipment in place. Manager and reception staff to undertake basic customer service training. Room - 364 The room was far from 5 star Bathroom: Broken floor tiles that can cut your feet. Shower screen black with mould that had seen better days. Bathroom tiles broken and discoloured full of mould. Toilet Brush - Unfit for purpose infection control and health and safety are clearly low priority in this hotel in so many areas. Towels: Threadbare, stained and discoloured. Curtains: Filthy and full of black dust. Maid service: Poor and practically none existent even tipping didn’t work. Recommendations and corrective actions: Housekeeping team to be retrained or invest in a team with a can do attitude. Replace cracked and broken tiles. Replace threadbare, stained towels. Replace mouldy sealant around the bath and showers Deep clean rooms after every stay. Get rid of the toilet brushes they harbour germs and bacteria. The Director of the hotel had advised he visited my room at a meeting I had with him and stated it was adequate. I produced my evidence and we agreed to disagree. EasyJet had sold me a 5 star experience but had 3 star standards which I will be addressing with them. Cleanliness of hotel This leaves a lot to be desired and in 30years of visiting Tunisia is the worst. Communal areas Tired and dirty Toilet next to cafe bar disgusting. Broken toilet seat, overflowing bins, wet slippy floors, doors and door handles dirty. Carpets were cream in areas leading to your room. Heavily stained and threadbare in areas again hardly a 5 star experience that easyJet had sold me. Recommendations and corrective actions: Ensure communal areas are cleaned frequently and staff to sign off when last cleaned (toilets) so guests can be assured. Invest in a commercial hoover that can wash carpets. ( The maids do not have these they use a broom only) Outdoor and poolside: Dirty and heavily stained cushions by pool bar. Broken sun loungers heavily painted, chipped and dirty. Recommendations and corrective actions: Take broken loungers out of service and repair or dispose of. Deep clean the cushions or replace them. Pools: Danger!!!!!! Walking from the poolside into the pool the area was very slippy when gett