Serious Allergy Failure at a Five-Star Hotel
51nekaner · LONDON, ENGLAND · Friends getaway
✓ الإيجابيات: ⭐☆☆☆☆
I rarely leave negative reviews, but in this case I feel a responsibility to warn other guests, especially anyone with food allergies.
My friend and I visited the hotel restaurant during our stay in Cairo. Before arriving, we called to ask whether we could reserve a table to watch the sunset. We were told that reservations were not required and that seating was on a first-come, first-served basis.
However, when we arrived, we were informed that the terrace was reserved exclusively for hotel guests. Had we been told this during the phone call, we would have made alternative plans. After several discussions with different managers, we were eventually allowed onto the terrace. Ironically, most of the tables remained empty throughout our visit.
Despite this disappointing start, we decided to stay and enjoy the evening.
When ordering, I clearly informed the staff of my allergies. I have severe allergies, carry EpiPens at all times, and specifically advised the restaurant that I am allergic to fish, seafood, cashew nuts, and mushrooms. The waiter repeated the allergies back to me to confirm they had been correctly noted.
My friend ordered lobster and I ordered lamb chops.
The food took approximately 45 minutes to arrive, which already seemed excessive for the dishes ordered.
When the food finally arrived, I took a bite of the lamb and then picked up what I believed was a vegetable from the side dish. The moment I put it in my mouth, I realised it was actually a large piece of fish. I immediately removed it from my mouth.
To be clear, this was not a minor trace or possible cross-contamination. This was a visible piece of fish on the plate of a guest who had specifically declared a fish allergy.
This is not simply a service issue. This is a serious food safety issue.
We informed the staff immediately. The plate was taken away and returned a short time later. Rather than preparing a fresh dish, the food appeared to have simply been transferred onto another plate. The lamb chops and vegetables were now cold, the portion was smaller, and I could no longer trust the vegetables due to the contamination risk.
At that point, my friend was already extremely worried about my condition, and I was beginning to feel unwell myself.
When we requested the bill, the full amount was charged. The only gesture offered at the time was complimentary drinks, which I declined because I wanted to leave.
Before leaving, I asked where I could provide feedback regarding the experience. I was then invited to speak with the Guest Manager.
Unfortunately, this conversation was deeply disappointing.
The discussion took place in a public area where staff members repeatedly stopped to observe the conversation, making an already uncomfortable situation even more awkward.
What concerned me most was that the Guest Manager repeatedly asked how the food tasted. In my opinion, this completely missed the point. The issue was never the flavour of the food. The issue was that a guest with a declared fish allergy had been served fish.
As someone with 25 years of experience working in hospitality, I explained that the problem was not culinary quality but a complete failure of allergy procedures. During this conversation, I felt that my concerns were not being taken seriously.
Eventually, the Food & Beverage Manager joined us. Unlike the previous interaction, he was polite, professional and apologetic. He offered us another dinner during our stay.
However, I respectfully declined. After what had happened, I no longer felt comfortable trusting the kitchen with my allergies.
During the discussion, I asked a question that I still believe highlights the seriousness of the situation:
"How important is the flavour of the food when that meal could have been my last meal?"
A severe allergic reaction can be life-threatening. Fortunately, I recognised the fish before swallowing it, but the outcome could have been very different.
In the end, the restaurant removed the lamb chops from the bill, but that does not change the fact that I left feeling unwell, upset, and extremely disappointed.
This review is not written out of anger. It is written because food allergies are not preferences. They are medical conditions. Guests place trust in restaurants, especially those operating within a five-star hotel, to follow basic allergy procedures.
I sincerely hope the hotel reviews its allergy protocols and staff training. My experience was stressful and frightening, but for another guest with severe allergies, the consequences could be far more serious.
2026-06-13T09:11:18Z · EN
