Sousse Pearl Marriott Resort & Spa

The grounds of this hotel are nice. The pool and beach access are excellent. The room accommodations do not match the expensive price they charge. The air conditioning is controlled by the hotel and the rooms are too hot. The bed and pillows are very uncomfortable. The breakfast is fair. This hotel is over priced.

The most horrible and worst stay I ever had in Marriott hotels where it made me wonder if this is a Marriott hotel as the hotel facing a big lack of hospitality and cleaning and hygiene and maintenance ( checked in date 1st September after midnight around 1am and same date checked out luckily) The reception night shift employee (Moutaz) was so rude and completely not cooperative even didn’t bother to take my mail to share my feedback on Marriott platform as he mentioned to me that I can provide in the morning with the morning shift team, however in the second day when I met the guest relations employee she had taken my both mail and personal number but still didn’t receive anything from them for the review after sharing my experience with the front office manager (Haron) and operation manager which I don’t remember her name Plus when the night shift reception handed over the room number 306 to me the room was without blanket and land line phone not working plus the smell was horrible and the shower was greasy and wooden edges are damaged and scratches everywhere specially the bathroom door and all rooms corridor was dirty in a way can’t explain apart from the music noise was coming from the staircase next to the room exactly as it was open (I have all pictures and videos if the management care however I feel shy to share it on as this Marriott brand where it’s completely not matching with name of Marriott) In the breakfast was completely out of expectation as the buffet was full of dirts and face a big lack of hygiene and temperature control as in the restaurant most of the hot items not in proper hot chafing dishes (specially the scrambled egg how could you leave it under hot pass line where it can lead to contaminated and fermented) When I asked for mushroom omelet the egg station chef mentioned that not available with rudeness where it show big lack of hospitality unless the sever Kareem sorted it and was polite plus zuhair only both of them showed cooperation and hospitality which matching Marriott brand, and when I asked the other breakfast chef about place hygiene he mentioned that he don’t know what is Hygiene where this completely shocked me. Completely not recommended and out of Marriott standards

This review outlines the issues experienced during our stay at the Marriott Resort & Spa Sousse Pearl and explains why we believe the hotel failed to meet the standards expected of a Marriott Hotel and the 4-star rating under which it was sold. When we originally booked this holiday, the hotel was advertised as a 5-star resort. Later, we were informed that the hotel had been downgraded to a 4-star hotel. After consideration, we chose to remain with our original booking, believing the difference in standards would be minimal. Unfortunately, our experience did not reflect either a 4-star or former 5-star resort. Based on the condition of the Hotel, facilities, service, and overall experience, we believe the hotel is more comparable to a 3-star resort. ________________________________________ Room Allocation Upon arrival, our party of six was allocated rooms on different floors: • One room on the 8th floor • Two rooms on the 3rd floor This was disappointing as we had specifically requested rooms close together when making our booking. We raised the matter immediately with reception and were assured that it would be resolved the following morning. Despite further discussions with reception during our stay, no alternative room arrangements were offered, even though guests were checking in and out of the hotel throughout the week. ________________________________________ Maintenance Issues On the morning following our arrival, at approximately 11:30am, we reported maintenance issues affecting one of the rooms on the 3rd floor. The issues included: • The room door would not close properly and had to be slammed shut. • The air-conditioning control panel was not functioning and showed no temperature display. • The room became excessively cold during the night as the temperature could not be adjusted. These issues were reported promptly but remained unresolved throughout our stay. ________________________________________ Hotel Facilities The hotel has only three lifts servicing eight floors. During busy periods this resulted in lengthy waiting times and inconvenience for guests. While the reception area has clearly been modernised and presents a welcoming first impression, the remainder of the hotel appears dated and lacks the standard expected of a Marriott-branded hotel. ________________________________________ Restaurant and Food Quality The buffet restaurant was one of the most disappointing aspects of our stay. Concerns included: • Limited food choice at breakfast, lunch, and dinner. • A lack of variety throughout our stay. • Many dishes were not labelled. • Staff were often unable to identify or explain the food being served. • Food quality and presentation did not meet the standards expected of a 5 or 4-star resort. French appeared to be the main language spoken within the restaurant, which was not an issue in itself. However, communication regarding ingredients and menu items was often difficult. ________________________________________ Service Standards The hotel appeared to cater extensively to local visitors through day passes and weekend access arrangements. Whilst we have no issue with local guests enjoying the hotel's facilities, there were several occasions when members of our party were overlooked at bars and service points, while local visitors who arrived later were served before us. We also found service levels to be inconsistent. In particular: • Cocktails varied considerably depending on which bartender prepared them. • There appeared to be no consistent standard of preparation. • Service and drink quality often seemed to improve when tips were provided. It is important to acknowledge that not all staff were responsible for these shortcomings. A number of employees were courteous, professional, welcoming, and provided excellent customer service throughout our stay. ________________________________________ Housekeeping and Cleanliness We encountered several concerns relating to housekeeping and cleanliness, including: • Rooms not being cleaned to an acceptable standard upon arrival. • Having to request fresh towels on multiple occasions. • General cleanliness standards falling below expectations. ________________________________________ Beach and Surrounding Areas Parts of the beach adjacent to the hotel were in poor condition. Although these areas may not have been managed directly by the hotel, they were easily accessible from the resort and therefore formed part of the overall guest experience. Issues observed included: • Drinks cans and general litter. • Cigarette butts. • Dirty nappies left on the beach. • Building rubble and debris. • Stray cats using sections of the sand as a toilet. These conditions detracted significantly from the enjoyment of the beach area. ________________________________________ Adjacent Property The neighbouring property appears to have been left abandoned for many years and is a noticeable eyesore. The site also attracted large numbers of pigeons. During the day, particularly in the hot weather, the birds regularly flew into the adult pool area to drink from the pool and frequently fouled the surrounding areas, creating hygiene concerns and reducing guest enjoyment of the facilities. ________________________________________ Positive Aspects Whilst our overall experience was disappointing, there were some notable positives: • The reception area is modern, welcoming, and well maintained. • The spa facilities are of an excellent standard. • The indoor swimming pool and gym are impressive and well equipped. • The fine dining restaurant provided a genuine 5-star experience, with excellent food, service, and atmosphere. These facilities demonstrate the potential of the resort; however, they do not reflect the experience delivered by the hotel overall. ________________________________________ Overall, the Marriott Resort & Spa Sousse Pearl fell significantly below the standards we expected from both a Marriott-branded hotel that was previously marketed as a 5-star resort. Whilst certain facilities, including the reception, spa, gym, and fine dining restaurant, were excellent, these positives were outweighed by issues relating to accommodation, maintenance, food quality, customer service, cleanliness, and the overall guest experience.

This hotel stands out significantly from other hotels in the Sousse tourist area in terms of value for money. I would like to thank the management team, and particularly Ms. Ilhem Ben Haj Ali, whose management is up to the high standards expected of Marriott hotels, of which I am a loyal customer. Her high standards, exceptional service, and outstanding interpersonal skills ensure a comfortable and truly relaxing holiday. Well done to her! She responded to all our requests, even with our short notice. The 5 Mondes Spa is exceptional: I thank Samia, Ilhem, and the entire team for their warm welcome and magnificent services, delivered with professionalism and a smile! At reception, I would like to thank Myriam, who was professional and very welcoming from the start of our stay. The head receptionist should ensure that guest requests are respected in general and that the procedures are clearly communicated to their team. This is unacceptable in a hotel like the Marriott. I thank Karim in the restaurant and his colleague, as well as the kitchen and restaurant teams. Everything is clean and safe. However, some guests do not wash their hands and touch the food even though hand sanitizer is available and restrooms adjacent to the restaurant are accessible. Furthermore, for those who complain about the hotel services at this establishment, I suggest you review the rules of etiquette and good manners. Respecting the rules of politeness towards the staff is also essential. Kudos to the management team who work tirelessly to keep this hotel top-notch despite many first seasons. This experience was positive for my family and me, and I will return to this hotel without hesitation.

The room service was not the bast how ever the entertainment was very good and fun. Lot of activities to do at night and near the swimming pool. There is good music and the workers Rio, Simba, and aymen the animators were very kind and helpful and helped me do activities that I enjoy.