Gæstebruger
10. maj 2023
Pay attention to the negative reviews! My sister and I booked a specific room, which is labeled as the "Zyne" room on several booking sites (they don't have a website of their own so you must book through a third party). The room, breakfast, and property looked beautiful based on photos. When we arrived to the hotel, the daytime manager, Refka, asked if we'd like tea or water. We said tea, assuming it was a complimentary welcome drink. She instead brought us to her husband's tea shop down the street where we overpaid for our own cups of tea, including hers. Next she brought us to her cousin's toursity perfume shop where he started a sales spiel. She left us there saying her cousin would bring us to another place after that. We immediately felt uncomfortable, like we knew we were getting the typical tourist hustle, and were worried how we'd be taken advantage of next. When we returned to the hotel, Refka showed us to our room, only for us to realize it was not the room we booked. It was a very small, thoughtlessly furnished room and on our booking site was listed at almost half the price. We let her know we had the wrong room, which she denied. It wasn't until we pulled up the booking site with photos that she admitted that they gave away our room to another guest. She said they chose not to inform us or cancel our booking. We asked what could be done and she said all the rooms were booked fully and there were no rooms available in the entire Medina so we had no other choice but to accept the room and we were "lucky" to have it. She didn't even offer a discount because she said she didn't know what the room rates were. No other problem solving was offered. Eventually, Refka said if we didn't want to stay, we could cancel for a refund but that we needed to do it through our booking site, she had no way to issue refunds. We contacted the help line on our booking site and they needed to speak to the owner because it was the only way to receive a refund. Refka gave the owner's phone number, but the owner declined all phone calls over the course of 2+ hours, and then refused to answer the phone or email over the next several days each time a call or email was made. Refka provided no guidance on how or when to get in touch with the owner even when repeatedly asked. We were respectful and calm and tried our best to explain why we had an issue yet we would receive only a blank stare or shrug. The night manager arrived and he and Refka spoke together privately and the night manager suddenly had a new story and said that our room had a "problem" in it and wouldn't elaborate. He offered no further support on solving our issue of being over charged and receiving the wrong room. He said any other hotel would "throw us on the street." We went up to the room to consider if we wanted to stay despite the issues thus far. The answer was no. The wifi and cell service didn't reach the room, there were missing lightbulbs in the already dark and dank room, the r
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