I stayed at the hotel with my family, and we booked three rooms. Overall, the property itself is very nice, and our stay could have been truly wonderful. Unfortunately, our experience was significantly impacted by the behavior of the reception and security staff.
The issue began when I politely approached reception to ask about the policy for visiting my family members. I clearly explained that I was open to complying with any rules, including paying for a daily pass if required, and simply wanted to understand the available options. However, the receptionist’s tone and choice of words were unexpectedly rude and inappropriate, which immediately created discomfort.
Throughout our stay, both reception and security made us feel stressed and unwelcome, rather than like valued guests. The atmosphere felt unnecessarily restrictive, more like a controlled environment than a hotel.
For example, my husband, who is a local Tunisian, was repeatedly prevented from even entering the lobby area to assist me with luggage or bring necessary items such as medication. Each time he came to pick me up for family or work-related activities, we were met with unnecessary difficulty and resistance. This treatment felt unreasonable and unjustified.
Additionally, there was an uncomfortable incident regarding sealed alcohol we had purchased. The staff questioned us in a manner that felt intrusive and inappropriate, asking whether we intended to consume it or pack it. At one point, a security staff member even suggested taking it away and returning it only at check-out, which was both surprising and unacceptable.
To be clear, the hotel itself, including the food and facilities, was very good. However, the conduct of the reception and security teams significantly spoiled our overall experience and left us with a negative impression of what could have otherwise been an excellent stay.
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