25.09.16This hotel is a complete disgrace to the 5-star category. I had one of the worst customer service experiences I’ve ever seen in a so-called “luxury” hotel.
Because my passport was about to expire, I could not enter Tunisia. I immediately informed the hotel and explained my situation. I called twice, and both times their staff clearly promised me a refund (except for the first night, as the room was prepared). I called +216 29528334. During these two calls, your representative from reservation department confirmed that I would be refunded, except for the first night since the room had already been prepared. He explained that the refund would be processed through Agoda and it takes a time and that I might have to pay a penalty to Agoda, but that I would still get the rest of my money back. Although it was non-refundable. As he said, this hotel is very restrictive, but they will refund me as an exception. Now they declined and This is not service of 5 star hotel. They reassured me that the money would go through Agoda and that I would only lose a small penalty.
These promises turned out to be nothing but empty words. After giving me hope and wasting my time, the hotel finally refused to refund me anything. This is dishonest, misleading, and completely unacceptable for a hotel that dares to call itself 5-star.
A true 5-star hotel respects its guests and keeps its word. Here, they break promises and treat customers with zero respect. If they cannot handle a situation with honesty and professionalism, they do not deserve to be in hospitality at all.
I strongly warn every traveler: do not trust this hotel. If something goes wrong, you will be left alone, ignored, and lied to. Absolutely shameful behavior.
