Mangroovy Residence El Gouna - Grovin

Good value for money

I wished the property has an espresso machine

I made a reservation and booked it a week in advance. I expected them to contact me before my stay to clarify payment procedures and obtain the ID details as per their policy, but no communication was made. So I decided to reach out to them myself. Only then did they provide the payment procedure and indicate that they would soon request my ID. Fast forward to just 12 hours before my stay, they reached out requesting my ID. They confirmed that no pets were allowed, and inquired about my arrival time. Nothing was mentioned about any issues with entrance approvals. I arrived at Gouna gates at 2 PM. The security requested a QR code. I contacted Mangroovy, and they said it was coming in a few minutes. Minutes turned into hours. Then they informed me that there was an issue with my entrance approval from Gouna Management's side. Did they just let us drive from Cairo to Gouna without ensuring our approvals were in order knowing that there was a very real possibility that our approvals could have been rejected? Yes, they did. To make matters worse, Mangroovy's representative essentially asked me to figure things out with Security on my own. I was now left on my own, back to the wall, and all I have is individual effort trying to resolve the situation and to do the representative’s job. I found myself spending another two hours negotiating with everyone from Security, to Mangroovy, to Gouna Community Care with each of them blaming responsibility on the other. All of them, no exceptions, were dealing with zero respect, professionalism, or ownership. An hour later, Mangroovy's representative washed his hands of the situation, suggesting we could find another place or go back to Cairo(!!) I Finally reached Mangroovy Residence's operations manager who was the only one ever to show empathy and professionalism. Guess what? he knows nothing about my case.

After nearly an hour and a half, we finally got the approvals, and we checked in at 7 p.m., but our vacation was already ruined. We thought about just going back to Cairo, but we needed some rest before the drive. The following day, we requested a refund for the first night We believed it was our right not to pay for a night we couldn't use. The representative offered us two options to sleep over: one free night or a late check-out. Initially, I declined both options but after some consideration, I agreed reluctantly to take an extra night. Guess what? They hit me the next day with a message saying the extra night request was "disapproved by the management". They technically disapproved of their own offer. I told them they were seriously underestimating the whole mess and the five hours of humiliation we endured at the gates. This was when things got a little too heated. The representative became defensive and shifted blame onto Gouna Management, suggesting that the issue is with them as if my reservation was with Gouna Management and not Mangroovy. He even made inappropriate remarks about Gouna's approval process, which was both offensive and unprofessional as he said that Gouna disapproves of guests because they know things about them that we don't know, followed by an insulting yet very vulgar threat: “ماتخلينيش أزعّلك" as if we had imposed some threat to those going to enjoy Gouna. My frustration reached a boiling point, and I decided to take the matter to the highest possible escalation. I escalated the issue to the representative's manager, told him that this mess happened because someone asked for our IDs only 12 hours before our arrival, remembered to confirm that no pets are allowed, but very conveniently 'forgot' to mention that our approvals were still up in the air. He eventually acknowledged Mangroovy Residence's mistake and offered a refund.

Everything

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