Sunrise Royal Makadi Resort

We are currently at the Royal Makadi resort having arrived two days ago. Our general impression of the hotel has been good so far including the facilities, amenities and the food. The staff have generally been friendly too.

The only caveat is that, regrettably, the pools are unheated and therefore far too cold for sustained pool-time. Our young child, who normally spends hours on end in the pool before we have to convince him to get out , can’t bear to be in for more than 10-15 mins and comes out with chattering teeth, especially as it’s quite windy at the moment. He adores being in the pool on holiday so this has put quite a damper on our trip, especially as the range of pools (main pool, water park etc) was a key attraction for us. I know from poolside conversations that some other parents feel the same way.

We spoke to the hotel about it and the feedback we got was company policy is to only switch it on 1 Nov. However, having stayed at a sister Sunrise resort in Sharm last year in mid/late October, we know there is flexibility on this as there were a number of complaints about the pool temperature and management made the decision to turn on the heating while we were there.

In summary, facilities/staff etc all generally fit the bill, but the low pool temperatures are a major issue which I suggest management review, particular given the impact on families with young children whose holidays naturally revolve around swim-time.

Our stay at SUNRISE Royal Makadi was booked as a major milestone holiday to celebrate my retirement, our 31st wedding anniversary, and both of our birthdays. The hotel was notified in advance but completely ignored these celebrations. Instead, this holiday turned into a stressful nightmare of management deceit, broken promises, and appalling customer care.

1. Blatant Discrimination Based on Nationality

While watching the Wales football match in the sports bar, a group of German guests arrived. Without warning or apology, the bar staff cut off our game and changed the screen explicitly to favor the new group, forcing us out. Management later tried to lie, claiming a "central automated system" changed the TV, before admitting their staff requested the change. 2. Substandard Hygiene & Secret Room Downgrade Despite celebrating our anniversary and other milestones we were secretly downgraded from the premium "Aqua Pool View" room we paid for to a substandard room with three single beds and nowhere to sit. When we complained, instead of moving us, staff physically dismantled the room, removed a bed, and dragged in a dirty, stained, unhygienic sofa (of which I have photographic evidence). It took four days of intense stress just to be moved to our correct category. 3. Broken Promises and Institutional Deceit After two formal meetings, the Quality Manager promised a late checkout and a “Special”celebratory dinner at the Italian restaurant as an apology. We later discovered the hotel completely lied—they failed to log either the late checkout or the dinner reservation. We had to force the booking through ourselves under duress. Upon arrival, the "celebration" consisted entirely of a handful of flower petals thrown on the table. TUI's in-resort representative actively gaslit us over these issues, even claiming the hotel fixing its own errors meant we received services "for free." This resort uses token gestures, deceit, and deflection to sweep severe complaints under the rug. The stress of this environment put my health at serious risk while recovering from a recent medical issue. Do not trust their promises—look elsewhere. On the positive side, the restaurant staff, pool stall, bar staff were all excellent and far too many to name, it’s a shame that they were let down so badly by their own management, also special mention to animation team ( special thanks to Katie)

We’ve stayed at this hotel almost every year for the past 15 years and seen many changes. We’ve stayed as a family in block 10 around the waterpark and over the last few years as a couple in block 16 near the beach and main pool. The draw for us has always been the great beach, amazing à la carte restaurants, friendly staff and general hospitality. We usually stay in the summer months June/July/August but due to husbands work commitments this year we stayed in October. The rooms are adequate, clean and comfortable. We don’t spend long in them. The addition of Tucana dulled the shine a tiny bit as the beach divided and adult only area moved. The addition of the new boutique hotel remains to be seen. The animation team under Kareems leadership are great! Over the years our youngest daughter has really enjoyed the activities and friendliness of the team. Now we holiday as a couple needing to relax and not join in with activities we found the team still as friendly and not at all pushy. Checking in on us and making sure we were ok. Big shout out to Katie and Musa from the animation team who helped make our holiday. I’m sure we will return to this hotel as it has a very special place in our hearts but we have other plans for the next few years *food- exceptional *rooms- clean and comfortable *staff- friendly and courteous

• pools- Big, never crowded. Plenty of loungers. cold, great in summer, not so much in the winter. A few are heated but not until 1st November.

*beach- beautiful. House reef is amazing. Gently shelving water, great for kids. *Entertainment- Animation team work really hard to help you enjoy your holiday with a full programme of activities. Evening entertainment is good and worth watching.
Overall 10/10 we do love this hotel.