Check in took more than an hour to get the keys to the room. The welcome drink was served after 7h from checking in - and what a drink, the worst lemonade I’ve ever tasted.
THIS ONE IS A HUGE PROBLEM: THERE ARE NO HANDICAPPED RAMPS AND NO ELEVATORS. I have a stroller, it was a nightmare to go in and out of the room, too many stairs. This is a red flag for a 5 stars hotel.
The hallways have a musty/moldy smell, they love blaming this to the proximity to the sea but there are techniques and equipment that can fix this.
Room is the biggest disappointment, reserved sea view and paid extra for it and I get a partial view room looking at the roof of below rooms. They didn’t want to change the room and claimed that all the rooms are full - the hotel didn’t seem that busy during breakfast, wtv, when you reserve through Expedia, they give you the worst room they have, this is not the first time that this happens in Tunisia, Expedia’s customers are second class customers. That’s a shame. The shower was broken, the hot water had no pressure and it was not hot enough to be able to take a confortable shower.
When I went to express my dissatisfaction about the room, the checkin, the lounge, etc, there was NO EFFORT whatsoever to remediate the situation. I even told them that I will dispute the charges with my bank, and the receptionist said go ahead, I said, you don’t care about the customer experience and about a bad review - she said we are fine.
NOT A 5* HOTEL