Kenzi Club Agdal Medina

Loved coming here with my daughter, a beautiful place… everyone very friendly and some amazing people. Lots of things to do and loved every moment.

Holiday nightmares 😡

We came here as a family of 4 for 10 nights. The hotel is advertised as 5 star, but honestly, I would struggle to give it 3 stars based on our experience. Before we came, we'd read all the bad reviews on Facebook and actually considered changing hotels. In the end we thought we'd give it a chance and make our own minds up. We didn't want to be one of those people who arrives already expecting everything to be bad because of what they've read online. By the end of the 10 nights, we completely understood the bad reviews.

The rooms are big, which is probably one of the better things about the hotel, but they are not cleaned to anything like the standard you would expect from a 5 star. Our doors and mirrors were dirty, the bathroom wasn't properly clean and the general standard of cleaning was poor. The balcony was also dirty and, as far as we could see, wasn't cleaned once during our 10-night stay. It's not about expecting perfection. We don't. But there is a difference between a room being lived in and a room simply not being cleaned properly. For a hotel calling itself 5 star, the lack of attention to basic cleanliness was really disappointing.

The food - This was probably the biggest issue for us. I wouldn't recommend eating from the snack bar unless you're happy with food being left uncovered with flies around it. We saw this more than once and it really put us off. But the main restaurant was where I had the biggest concerns. I personally saw staff handling raw meat and then touching other food and making up burgers. That, to me, is basic food hygiene and it shouldn't be happening. I didn't just sit there moaning about it afterwards either. I actually reported it to the head chef because I felt it needed to be addressed. Unfortunately, I didn't see anything change. There were also guests picking food up and putting it back, children putting their hands into food and ice bowls and, generally, things happening around the buffet that you just don't expect to see in a 5 star hotel.

If you have a food allergy or intolerance, I honestly think you would have a very difficult time here.

I've never lost weight on an all-inclusive holiday before! I did this time 😂

Sunbeds weren't really a major problem for us, although my husband did have to get up at 6:30am one morning to get some. It's a holiday. The last thing you should have to do is set an alarm for 6:30am to reserve a sunbed. But compared with everything else, this was probably one of the least important issues.

The pool area really needs some TLC. There were areas where flooring was missing or uneven and the surface around the pool was horrible. The whole pool area looked dirty and tired and didn't appear to be cleaned properly. There were some repairs going on while we were there, so hopefully things are being done, but honestly, it needs much more than a few repairs. It needs a really good clean and a lot of maintenance. For a hotel advertised as 5 star, I expected the pool area to be somewhere you could sit and think, "Wow, this is lovely." Instead, we were looking at dirty areas, damaged flooring and things that clearly needed attention.

I do want to say something positive because it isn't all bad. The entertainment staff were brilliant. They are probably the biggest positive thing about the hotel. They're friendly, funny, energetic and there always seemed to be something going on. They work really hard and you can see that they genuinely want people to enjoy themselves. We also met some lovely members of staff during our stay.

I especially want to mention Faoud, the Customer Relations Manager. Faoud genuinely tried to help us. He listened to our concerns, spoke to us and did everything he could to try and support us and make the best of what had become a disappointing holiday. I really don't want the staff who did try to help us to get lost in this review because it isn't their fault that the hotel has so many issues. Faoud was approachable, professional and genuinely seemed to care about our experience. Unfortunately, there's only so much one person can do, and despite his efforts, the overall problems with the hotel remained. So thank you, Faoud. We really do appreciate everything you tried to do for us and I genuinely mean that. Sadly, though, even with his help, it didn't change our overall opinion of the hotel.

So, is it 5 star? For us, absolutely not! That's the frustrating part.

You expect your room to be clean. You expect the bathroom to be clean. You expect your balcony to be clean. You expect the pool areas to be clean and properly maintained. You expect food to be handled safely. You expect concerns about food hygiene to be taken seriously. We just didn't get that. And the longer we stayed, the more disappointed we became.

The biggest shame is that the hotel could probably be really good with some proper investment, better cleaning and much better attention to detail.

There are good staff here. The entertainment team are great. Faoud genuinely tried to help us. But the hotel itself just isn't what we expected from a 5 star resort.

Would we come back? Absolutely not.

Would we recommend it? No.

The reviews about this hotel to be honest are spot on , the main pool is quite spacious but there are a lot of tiles missing leaving sharp edges , the main restaurant is a free for all , tables left dirty and not cleared until you say something, most of the waiters sort out tables for ppl that speak the same language and ignore the English, it states that there is a kids menu which is actually only open on a lunchtime so if you got kids they will struggle at other times , some staff are friendly but not all , housekeeping is a joke as don’t clean the rooms to a mediocre standard, only one shop on site that doesn’t seem to sell much and shuts at 19.00 My honest advice is to avoid and book elsewhere as you definitely don’t get the service you pay for