Jasmine Palace Resort & Spa

Subject: Formal Complaint Regarding Reservation Issue at Jasmine Palace Resort – Hurghada, Egypt Dear Trip.com Customer Support, I am writing to formally lodge a complaint regarding a highly distressing experience I had with a recent reservation made through your platform. I booked two rooms for two nights at Jasmine Palace Resort in Hurghada, Egypt, under a non-refundable reservation. Prior to traveling, I called the hotel directly to confirm the reservation and ensure that everything was in order. However, upon our arrival, we were informed at the reception that our reservation would be canceled because the hotel allegedly has an agreement with an Egyptian agency to only accept UK residents for bookings made via Trip.com. This condition was never disclosed during the booking process, and it is entirely unreasonable and discriminatory to enforce such a policy after the booking has been confirmed and paid for. We were met with resistance and an unacceptable level of rudeness from a staff member named Mr. Mohamed, who was uncooperative and arrogant throughout the discussion. Despite my efforts to resolve the situation—including offering to pay the rate difference and suggesting that my son, who holds a valid UK BRP, be listed as the main guest—Mr. Mohamed refused every solution. I was left with no choice but to contact the Egyptian Tourism Emergency Hotline and file an official complaint. Upon requesting to speak with a supervisor, I was connected to Mr. Fathy, who was significantly more professional and understanding. After reviewing our documents and learning that my son has a BRP and that my husband and daughter both hold valid UK visas, he approved our check-in and even offered to upgrade our rooms to deluxe as compensation for the inconvenience. Shortly after, a police officer who had been informed of the situation arrived at the hotel and confirmed that the issue had been resolved. This entire ordeal was not only stressful and humiliating, but it also jeopardized the start of our family vacation and left us deeply frustrated with both the hotel’s discriminatory practices and the apparent lack of vetting on your platform. If the hotel has a residency restriction, it should be clearly stated before booking. I kindly request that Trip.com investigate this matter seriously and take appropriate action. At the very least, I would appreciate a formal apology and a gesture of goodwill, such as a partial refund or credit, to compensate for the emotional distress and time wasted. Please let me know if you require any supporting documentation, including the reservation details, contact logs, or complaint reference with Egyptian tourism authorities. Sincerely, Rania A. Elfarrash

Proper hotel

房間寬敞明亮，設施還比較完備，緊靠海邊，風景不錯。衹是我們的被套顏色發黑，有起球的現象，好在服務人員馬上給換了。預約了中餐廳，但是端上來的就是埃及餐和西餐的混合，根本就不是什麼中餐，我們兩個人花了50$不知吃了些啥

위치가 고버스 정류장하고 먼것 빼면 다 좋았어요. 올인클루시브로 머물면서 먹는거로만 뽕뽑은듯ㅋㅋ 올만합니다 여기

1.獨立的海灘度假區，吃住全包的那種，但是餐食都是白人飯，唉，都不好吃，唯一就是有天晚上有蝦子，還可以，其他的時候都不好吃，中國胃吃不慣，唯一的中餐廳需要提前預約才可以進入吃 2.酒店有獨立的沙灘海域可以浮潛，還是挺棒的，整體可以 3.基本算是外國人，住了4天，一個東亞面孔都沒有看到👀 4.房間的床品很差，床單都起球了

Все понравилось. Еда, чистота, обслуживание. Есть недочеты но. Это Египет закрываем глаза. Для Египта не плохой отель.