Xanadu Club Makadi Bay

I was traveling with my one-year-old daughter, who naturally spends time walking and playing around the room. For approximately 5days 4 nights - but 2 and half day out of the entire stay we had an ongoing ant infestation inside the room. I contacted the hotel four separate times, and pest control was sent repeatedly, yet the problem was never properly resolved. left a day earlier. I also spoke with two members of Guest Relations and made it very clear that if the issue could not be fixed after the fourth attempt, I would be checking out early. I later received a message saying that the room was ready and the problem had been resolved. When I returned, I found even more ants. I sent pictures immediately, but received no response. At that point, the issue was no longer only about ants. It became an issue of poor communication, poor follow-up, and a concerning lack of attention to guest safety—especially when a one-year-old child is staying in the room. When I went to check out early, the front desk employee showed very little interest in understanding why we were leaving. The primary concern seemed to be an outstanding charge for in-room dining rather than the fact that a guest was checking out early because of an unresolved problem that had been reported repeatedly. I then spoke with the Guest Relations Manager. Surprisingly, he came to the conversation without being fully informed about what had happened and asked me to explain the entire situation again. He also told me that what I was describing was “not what he had heard,” which only highlighted another serious communication problem within the management team. More concerning was his comment that the hotel has “457 rooms” and that it is normal for some rooms to have issues like this. That response completely missed the point. I did not travel a long distance from the United States and pay premium rates at a supposedly high-end property to spend my vacation repeatedly contacting housekeeping, pest control, and management. Problems can happen at any hotel. What separates a high-end hotel from an average one is how management responds when those problems occur. In this case, repeated complaints, multiple failed attempts to resolve the issue, poor communication, lack of follow-up, and a dismissive management response made the experience unacceptable. To make matters worse, both my daughter and I developed gastrointestinal illness during the stay. I cannot establish the exact cause, so I will not claim that it was caused by the hotel. However, combined with the sanitation concerns we had already experienced in the room, it made the overall experience even more concerning. For a property charging premium prices, the level of service, communication, cleanliness, and management response should be significantly better. Based on my experience, the value of the stay was nowhere near the price paid. What was supposed to be a relaxing family vacation became two and a half days of calls, pest-control visits, complaints, and unnecessary stress. A complimentary room upgrade means very little when the basic expectations of cleanliness, safety, communication, and professional guest care are not met.

I highly recommend it; the cleanliness was impeccable, and our friend Abdulwahid Mohamed took care of it—he did an amazing job! The room was very modern and clean, and the food was excellent; I enjoyed the whole experience and would happily come back here again.

A Huge Thank You to Xanadu Makadi Club ❤️🇪🇬🇩🇿 To the entire team at Xanadu Makadi Club, We had the great pleasure of staying at your wonderful hotel from August 9th to August 17th, as a family of four from Algeria: my mother, my husband, my 21-year-old daughter, and myself. We would like to express our sincere and heartfelt thanks for this wonderful and unforgettable stay. Everything was perfect: the beauty of the hotel, the magnificent swimming pool, the beach, the exceptional views, and the cleanliness and comfort of our rooms, 8247 and 8249. But beyond the beautiful surroundings, what touched us most deeply was the kindness, availability, and genuine care of your staff. Throughout our stay, we were surrounded by smiling, warm, helpful people who were always ready to make us happy and comfortable. As we say in Algeria, they truly “carried us on their heads”, meaning they took such wonderful care of us and made us feel incredibly special. We would like to give a very special thank you to Mr. Akram Hrbi, who was exceptionally kind, attentive, and thoughtful towards our family. We would also like to sincerely thank the entire restaurant team, who were always welcoming, friendly, and attentive. A very special thank you as well to the two wonderful members of staff who took care of our rooms, Mustafa Mahmoud and Mohamed Abdel Halim. Their kindness, availability, and attention touched us deeply. Our rooms were always spotless and perfectly maintained, and we will keep very fond memories of them. During our stay, my mother said to us: “This is paradise on Earth.” And honestly, these words perfectly describe how we felt. My 21-year-old daughter was extremely happy with her stay, as was my mother, and the four of us are leaving with wonderful memories that we will cherish for a very long time. We were also deeply touched by the warmth, generosity, and affection that Egyptians show towards Algerians. We truly felt a beautiful sense of brotherhood between our two peoples, and this moved us tremendously. Thank you to the entire Xanadu Makadi Club team for making our holiday so beautiful and special. We sincerely hope to return one day and see again all the wonderful people who helped make our stay so exceptional. We leave with beautiful memories, but above all, with so much love for Egypt and its people. One, two, three… VIVA EGYPT, our second country! 🇪🇬❤️🇩🇿 With all our gratitude, affection, and heartfelt thanks, The Malti Bencheikh Mebkhout Family Algeria 🇩🇿 Rooms: 8247 & 8249 Stay: August 9th–17th

⭐⭐⭐⭐⭐ Amazing Experience – Special Thanks to Hussein Ahmed! I had a wonderful experience during my stay at the hotel, and I would like to give a very special thanks to Hussein Ahmed for his excellent service. From the first day, he was always friendly, professional, respectful, and ready to help with a big smile. His attention to detail and the way he treats guests truly made me feel welcomed and comfortable. Every time I visited the restaurant, he made sure everything was perfect and always gave us great service with a positive attitude. Employees like Hussein make a big difference and turn a normal holiday into a memorable experience. He is truly one of the best staff members I have met, and his kindness and professionalism deserve special recognition. Thank you so much, Hussein Ahmed, for making my stay more enjoyable. I will never forget your wonderful service and beautiful smile. I highly recommend him, and I hope to meet him again on my next visit! Thank you, Hussein! Keep up the amazing work!

⭐⭐⭐⭐⭐ Wonderful stay special thanks to Kamel Mohamed! We had a fantastic stay at Xanadu Club Makadi Bay. The hotel is beautiful, very clean, well maintained, and the staff are incredibly friendly and helpful. The hotel offers excellent amenities, and the noise level was perfect peaceful and quiet when you want to relax, while still having plenty of activities and entertainment around the resort. The best hotel I’ve ever stayed at worth every penny, with an excellent location as well. A very special thank you to Kamel Mohamed from housekeeping. Our room was always spotless, and every day he surprised us with creative and funny towel figures. It even became a little friendly competition between us, which made our stay even more fun and memorable. Kamel is kind, professional, creative and clearly puts a lot of care into his work. People like him make a great hotel experience even better. Thank you Kamel, and thank you Xanadu for a wonderful holiday! Greetings from Serbia 🇷🇸❤️🇪🇬