Royal Garden by Isrotel Collection

I don’t write negative reviews. I never have.
But what we went through at the Isrotel Royal Garden in Eilat still haunts me.
This time, I simply can’t stay silent.

We stayed for seven nights in April 2025 with our two small children.
We paid over 26,000 NIS for what was supposed to be a relaxing, high-end family vacation.
Before arriving, I spoke directly with the hotel and was clearly assured that the pool would be heated.
That was important because of our son’s sensitivity to cold.

In reality, he went into the water and came out violently shivering.
Not a light chill, but full-body, uncontrollable shivering.
In a moment of panic, we gave him hot tea to warm him.
Because of the shaking, the tea spilled on him.
He suffered a second-degree burn.
We spent the rest of the trip in daily treatments at the clinic, changing bandages, dealing with pain, fear, and exhaustion.

But the worst part came after we left.

We contacted the Isrotel chain with full documentation:
videos, temperature readings (22.6°C), medical reports, photos, audio recordings.
At first, they even offered two nights as compensation.
Then, suddenly, they called back and canceled it.
They told us clearly:
"You won’t receive any compensation. You don’t deserve it."

I usually avoid naming names. That’s not my style.
But this time, I have to make an exception.
The phone call we received from Saar, who introduced herself as the head of customer service for the entire Isrotel chain,
was one of the most disrespectful and dehumanizing experiences we’ve ever had with any service provider.
Not only was there zero empathy, she blamed us completely as parents.
She dismissed our feelings and ended the call with cold, hurtful statements.
I don’t understand how someone with that attitude is leading customer service for a major hotel brand.
This wasn’t a local misunderstanding. It was their official position.

You go on vacation to escape the stress.
But in this case, the stress followed us to the pool and continued long after we left.
I still think about it every day.
Our son still has the physical scar.
We carry the emotional ones.

And for anyone thinking that summer pool water can’t be cold, I have videos, audio recordings, and statements from other guests who said they were freezing too.
None of that mattered to management.

I’ve never shared personal recordings or evidence before.
But this time, the lack of accountability is too big to ignore.
It’s not even about the compensation anymore.
It’s about the way we were treated.

By the way, I am a very active Google Maps contributor with over 95 million views on my photos and reviews.
I wanted to share a good experience. I was ready to recommend this place.
But after everything that happened, I feel a responsibility to be honest with others.
Because people deserve to know not just how a hotel looks when things go well,
but how it behaves when something goes wrong.