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📩 To. Wael Makahleh, General Manager:
This is in response to your team’s reaction to flag my negative 1-star review for Steigenberger Thai restaurant, and hiding it from public view with Google Maps’ help. By suggesting that a Google review is invalid simply because it comes from a first-time reviewer is dismissive. Every reviewer has a starting point. If you and your team can adopt a bit more empathy and consider things from a guest’s perspective, it would go a long way in improving your service culture at Steigenberger Nile Palace, Luxor.

As tourists, we have nothing to gain from leaving either positive or negative reviews, whether for cruises, guides, hotels, restaurants, or cafés; other than to reflect the service standards we experienced and the quality of food or services received.

When feedback is negative, it is not out of malice, but rather a sincere effort to help future travellers avoid disappointment/post-consumption remorse! Similarly, positive reviews such as this for Casa di Napoli are written purely to highlight excellent experiences, so that other travellers may also enjoy what we did at the Italian restaurant.

Most, if not all, tourists work hard for their money. Our travel budgets don’t appear out of thin air, and each meal, stay, or experience has to be as meaningful as possible. This is why honest and genuine reviews are so important, they help fellow travellers make informed decisions, especially when every moment on a trip counts…

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Great Italian food served, value for money!

👍🏽👍🏽👍🏽👍🏽👍🏽 As for Casa di Napoli in the Steigenberger Nile Palace Hotel, this Italian gem is an absolute must-visit!!

✅ The food was so good, we returned for a second lunch in the week! Their coffee is excellent too by the way… A perfect spot to enjoy Italian cuisine with a view of the hotel courtyard. 3-stars for Atmosphere: Seats are not facing the Nile, but that is acceptable.

✅ The service crew were courteous and attentive throughout our visit, but what truly stood out was the Chef personally stepping out of the kitchen to check in with each guest. That extra touch of hospitality reflects a genuine commitment to quality and guest satisfaction.

💡 This is exactly the kind of service standard that we applaud which leaves a lasting impression. Keep it up, Casa di Napoli!!"

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"One of the best places to eat in Luxor! The atmosphere was lovely, and the food was overall very good. The pizza was delicious, but I do have a couple of minor critiques: the grilled chicken was a bit too dry, and I would have liked the caprese to feel more authentic with fresh basil and a drizzle of balsamic vinegar. That said, it was still enjoyable.

The service was excellent and professional. I forgot my earphones, and a staff member went out of their way to bring them back to me. Thank you for the thoughtful gesture!"

Afnan Abed

"Casa di Napoli has a wonderful ambiance located in Luxor at the Steigenberger Nile Palace. We had a pleasant family meal. As the chef created our pizza, we were amused by his skillful tossing of the dough. Every dish was excellent."

AR