I’ve never written a bad review before, I’ve travelled to almost 30 countries in the world, and I have never had such an upsetting experience, so I feel like I have to speak up.
My group included 3 people and a toddler. We arrived exhausted after a long day of travelling. The stay we paid for was supposed to include lunch, which was clearly stated on our booking and receipt, and confirmed by the booking company.
But when we arrived, we were flatly denied the lunch. We were met with coldness, unhelpfulness, and even laughter from the reception staff—who smirked as we tried to show them our proof that we had paid for lunch to be included. It was humiliating and deeply frustrating, especially given the needs of our group, a visibly pregnant lady and a child who needed to eat were denied food they had paid for.
When we asked for our room key to at least rest, we were told it wasn’t ready. We ended up waiting in the lobby for over 2.5 hours with no help, no food, no room, and no compassion.
We were told to initially wait to speak to the Manager - Nour/Nora, however when she arrived we were told she wouldn’t speak with us. At that point, I gave up—not because I was wrong, but because I didn’t want this hotel’s lack of care to ruin our entire holiday. So we went the entire trip paying for lunch. The reason we booked this hotel was for the food to be provided to us for ease for our pregnant sister and toddler.
