IMPORTANT FOR FOREIGN VISITORS: Please do not confuse this hotel with Trump Hotels or the Trump hotel brand.
Despite the name it’s important for international visitors who may assume they are booking a property connected to the internationally recognised Trump Hotels brand.
Unfortunately, our experience at this hotel was extremely disappointing.
We arrived for check-in at approximately 5:00 PM, but after being given a room that we considered completely unacceptable, we remained in the lobby until approximately 9:30 PM while repeatedly being told that the hotel was checking with the relevant team regarding our situation and refund.
The room we were given was presented to us as an upgrade and was a swimming-pool-facing room. However, the condition of the room was unacceptable. It appeared dirty, the bathroom had a horrible smell, and there were several issues that made us uncomfortable staying there. I would have taken many more photographs, but we were so disappointed by the condition of the room that we decided not to stay.
When Mr. Badr (DUTY MANAGER) saw the room, instead of acknowledging the cleanliness concerns, he told us that what we were seeing was the marble and that it was not dirt. This was not an acceptable explanation. W
What made the experience even more frustrating was the constant contradiction between members of staff. At different points, we were told that another room was available, that the hotel was fully booked, that we could return the following day to speak with the General Manager, and that our booking provider would handle the refund. The information kept changing.
We spoke with Mr. Badr and Mr. Ala, as well as another member of staff who accompanied us to the room. Unfortunately, we found the communication extremely inconsistent. At one point, Mr. Ala told us that we could return the following day and speak with the General Manager. Later, Mr. Badr told us that the hotel was fully booked. Then the information changed again.
From the beginning, my position was very clear: I wanted a full refund and did not want another room. I did not feel comfortable remaining at the property after seeing the condition of the room.
We were repeatedly told to wait while the hotel checked for a refund. We spent hours in the lobby receiving different answers instead of receiving a clear and professional resolution. Eventually, we were told to contact the company through which we had booked if we wanted our money back.
At the time of writing, I am still waiting for my refund. The amount involved was approximately US$200 which is a significant amount of money, and I find it extremely unfair that after leaving the hotel because of the condition of the room, I have had to spend so much time chasing the refund.
I also contacted the hotel by email, including senior members of the organisation, but did not receive the response I expected.
Another aspect that made us uncomfortable was staff asking which hotel we were going to next and when we would be returning to the West. Given the circumstances, these questions were unnecessary and made us feel uncomfortable.
I was travelling with children, and when travelling as a family, cleanliness, professionalism, honesty and accountability are extremely important. We should never have had to spend almost an entire evening arguing over a room that, in our opinion, should not have been presented to a guest in that condition.
The issue is not simply one room. The bigger problem was the lack of consistency, accountability and communication when we raised a legitimate complaint.
Unfortunately, our interactions with Mr. Badr and Mr. Ala left us extremely disappointed. The contradictory information about the room, availability, and the refund made an already bad experience considerably worse.
I strongly recommend that management review the housekeeping standards, room inspections, staff training and procedures for handling guest complaints and refunds.
For foreign visitors travelling to Egypt,
