Mövenpick Waterpark Resort & Spa Soma Bay

Lovely well laid out and good access to a nice clean beach. Buffet options are great

We were warmly welcomed at the hotel, and the check-in process was smooth. As a nice extra, we even received an upgrade within the same room category, but with a better view. However, the room had twin beds instead of a king-size bed. When we inquired about a king-size room, we were initially told none were available, but we were promised a new room the next day. The next morning, we checked again and were informed that the new room would be ready by 5 PM. When we followed up at 5 PM, we were given two choices: either a downgrade to a room with a worse view that would be ready in 90 minutes, or a room in the same category with the same view, but only available the next day. Unfortunately, a similar situation occurred on our last day. In the morning, we asked about a late check-out and were told that no guests were expected in our room. We were offered a late check-out until 8 PM for $40, including a lunch voucher, which was a good fit since our airport transfer was at 11 PM. We were asked to confirm this at the reception at 11:30 AM. When we arrived at 11:30 AM, the staff seemed aware of the arrangement. They again confirmed the $40 fee, informed us that our wristbands would be removed at 12 PM, and even brought the payment terminal. Then suddenly, we were told that a late check-out was no longer possible because the hotel was fully booked. Of course, there is no entitlement to a late check-out, but having multiple staff members provide completely contradictory information left a sour taste on an otherwise pleasant stay. We received the lunch vouchers as promised, but when we asked if we could switch them for dinner vouchers, we were told this was not possible. A bit of flexibility and goodwill would have been expected from a 5-star hotel. Special thanks to Martinos, Nuran, and Abdallah at the reception, who were helpful overall. However, the internal miscommunication caused an inconvenience that could have been avoided. Additionally, our pleasant stay was made even better by the efforts of Amr, the security guard, room boys Ahmed and Hisham, as well as lifeguard Zayed. Their kindness and professionalism truly enhanced our experience.