Jasmine Palace Resort

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

The hotel is not new, but everything was fine, furniture, renovation, bed linen - without any serious shortcomings. The Internet is good, the food suits every taste, but of course it does not reach "excellent", a good average level. Everything is fine on the beach, the entry is shallow, it is very far to walk along the pier, but at the end there is a coral and a lot of fish! Even on a sea excursion, when they took us far out to sea, there were fewer fish. We swam great with a mask. The hotel is mainly French, there are not many children, it is not noisy. There are a lot of people, parties by the pools, we went to the sea, we are not fans of the pool. Overall, the impression is good, a budget vacation is excellent.

Everything is predictably clean, neat, nice guys at the reception. Just keep in mind that the pools, in my opinion, are heated only by the sun - so the water in them was not higher than 24 degrees, neither in the children's nor in the adult. And you will have to accept right away that there will be only toilet paper and liquid soap in the bathroom, but these are all trifles. The staff tries, the territory is well-kept, the a la carte restaurants are modest. The food is good.

Everything was great except that the location was far from the bus stop.
I think I got my fill of all the food while staying in an all-inclusive hotel.
It's worth coming here.

Nice and quiet. Has own coral reef in the end of the peer (~300 meters)

Red Sea and White Moonlight! Great value for money!
Except that the bedding in the room is a bit old... However, this price includes all meals, buffet, private beach and heated swimming pool, which is really impeccable!

The room is spacious and bright, with relatively complete facilities. It is close to the beach and has a nice view. However, our quilt cover was dark and pilling, but the service staff changed it immediately. We made an appointment for the Chinese restaurant, but what was served was a mixture of Egyptian and Western food, not Chinese food at all. We spent $50 on food for two people and I don't know what we ate.

I liked everything. Food, cleanliness, service. There are some shortcomings, but. This is Egypt, we close our eyes. For Egypt, not a bad hotel.

Resort-style hotel with several swimming pools, close to the beach, a few steps to the beach, you can join a diving group at the hotel, the room size is OK, each with a private balcony, the waiters are very enthusiastic and responsive, the buffet is not quite in line with Chinese tastes, all are Arabic and European and American tastes, a bit unaccustomed