Absolute disaster – chaos, broken rooms, disrespectful staff & empty promises
Our stay at this hotel was a complete disaster and seriously affected our entire trip.
Right from the moment we arrived, the chaos began. The staff claimed they could not find our booking, even though we clearly showed both a Booking.com confirmation and an official invitation from the hotel itself. We were forced to go through everything again, sign documents again and even pay again. This alone cost us 1–2 hours and completely ruined our first day and our plans.
We were then shown several rooms, all of which were in unacceptable condition. The rooms smelled musty, the windows were broken, and in some cases the handles were missing or already damaged. Many windows could not be properly closed, which is a serious safety issue.
In one room, when my mother tried to open the window, the already defective handle came off in her hand. It was clearly already broken and loosely attached beforehand. Instead of taking responsibility, the staff actually accused us of breaking it, which is completely unacceptable.
One staff member in particular, named “Zinedine”, was extremely rude, dismissive and unprofessional. At one point, instead of acknowledging the obvious problems, he asked, “Why are you upset?” — as if there was no valid reason to be. Any reasonable person would be frustrated in such a situation. Ironically, another staff member later admitted that our frustration was fully justified, stating that we had lost hours and even an entire day due to the hotel’s disorganization.
Zinedine’s behavior made things worse. He tried to explain that we simply “didn’t understand” how to handle the window and insisted that we should just push it shut, even though it could not be properly secured. When I responded that this made no sense, he continued to argue in a condescending way. The issue was not a misunderstanding on our side — the issue was a clearly defective system: broken windows, missing or damaged handles, and no proper way to close them safely. Being told that we “don’t understand” in such a situation is both unprofessional and insulting.
At the reception, there was also another employee who at times was polite, but then suddenly behaved in a very arrogant and condescending way, acting as if he was above everyone else. This inconsistency and attitude made the experience even worse.
After several hours, we were finally given a room that was supposedly “one of the best”. However, the problems continued: the TV did not work (“no signal”), the sink had a leak and water was constantly dripping from the siphon, leaving the entire area underneath wet, and the Wi-Fi was unreliable. Even the window in this room was difficult to use.
We reported these issues immediately. We were told multiple times that someone would come “in 5 minutes” – in reality, it took about an hour. Then we were told everything would be fixed “in 10 minutes”. In reality, it took around 48 hours before anything was addressed. During that time, we had to wash our hands in the shower because the sink was unusable. The TV was never repaired during our entire stay.
The organization was a complete mess. Our first day was entirely lost, and the following days were also heavily affected by delays, waiting times and unresolved issues.
What made things even worse were the empty promises. We were told (quote): “We cannot promise anything, but we will try to arrange breakfast for every day as compensation. Tomorrow, for sure.”
In this hotel, “for sure” apparently means “not at all”, because we did not receive a single breakfast for free during our entire stay.
The only small gesture was one dinner, which we appreciate, but it does not come close to compensating for the lost time, stress and overall terrible experience.
The only positive aspects were the guest managers Adam and Fudil, who were polite and tried to help, although they seemed limited in what they could actually fix. I would also like to specifically thank the woman wearing a headscarf at the breakfast station who prepares the scrambled eggs — she was kind, respectful and professional, and one of the very few positive impressions during our stay.
Additionally, the elevators were extremely slow and unreliable, and overall the hotel’s organization was chaotic. Staff statements rarely matched reality.
Conclusion:
This hotel failed on every level – organization, room quality, service and honesty. What is even worse is that guests are blamed for the hotel’s own defects.
Do not be misled by the five-star ratings. As also mentioned by others, guests are reportedly asked to leave five-star reviews, even after experiences like this.
I strongly do not recommend this hotel. Avoid it at all costs.
PT
OM
FR
DZ
EG
DE