Had the worst experience ever with my wife : we booked for 8 nights stay and then called the hotel (before 1 month of our stay) to extend for 1 night. The hotel said ok and we received a confirmation email for that saying that the same price& conditions will apply for the extra night. We get to the hotel and we explain everything + we give the printed email with the confirmation : so far everything is ok. The day before we're supposed to leave, the hotel calls us and tells us that we are supposed to leave that day. We say know and tell them that they have already the confirmation email and that everything was clear when we checked in but they started to be really impolite in the phone and saying that it was even our fault and that they didn't know it (for info : it looks like they even lost the confirmation email). So at night when we go back to the hotel from our day trip, we go back to the reception and we print for them (again) the confirmation email showing that their booking service confirmed for us the extra night for the same fare. But they said that we have to pay a full amount for the last night (almost the double price of the fare we got when we booked 3 months before). They closed our room with all our stuff inside and they said they they will not open the room until we pay the full fare (it was 11 pm at night and we had to leave 6am the day after to take our flight). We spent 2 hours trying to explain to them that it's their problem if their colleges in the booking service didn't inform them, and that one we have a confirmation from a hotel we will pay the price agreed.
More than being insulting, the guy in the reception didnt want even to read the email that we got from them, and then (when he accepted to read it) he didnt even know that an email has a sender, a receiver and a date and couldn't understand anything. He was shouting and he left us without answer. we find it amazing that a hotel reception keeps your stuff locked in the room and tells you "if you don't pay the price we decide now, then it's your [--] problem and we wont give you your stuff".
After 2 hours of fighting and having the worst treatment ever, we could find a nice guy working then who called one responsible (called walid or wahid). This nice guy could convince wahid that we pay they fare agreed and not the full one.
For info : wahid didnt even show up to talk to us or try to fix the problem which was clearly an internal communication problem in the hotel.
We spent 2H at late night fighting for impolite and incompetent people for something which is clearly their fault. For a principle issue, we didnt wanna pay more than what we are supposed to pay.
The insulting guy in the reception is an old bold guy wearing glasses, and an other young short guy dark skinned was as insulting as him. This happened 19 august 2013 night between 10pm and midnight) and i will never book (me and all my family or close friends) a room again in this hotel and all the MOURADI hotels (as their belonging to the same chain and the booking system is centralized).
SHAME ON YOU (except the nice guy who fixed our problem, who we really thank by the way). And if the hotel top management has even a minimum of professionalism, he would take immediate actions toward those guys, and if not, it means that they agree with the attitude of insulting and blackmailing customers who can not do anything.
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- Also Known As:
- El Mouradi Club Selima Hotel Port El Kantaoui
- El Mouradi Hotel Selima
- El Mouradi Port Kantaoui