A Terrible treatment from the reception manager Mr Amr Abdel Galil upon my check out on August 20th. Unacceptable level of service to an elite platinum guest with ambassador service.! After posting my bad experience at trip advisor and getting an apology note from the GM Mr Khaled Elgamal, I thought things will be back in order; however I was shocked at the check out that the reception manager is insisting to charge me on my kids room service during the lounge dinning time and doesn't believe my words. He stated that he is the highest person in charge in the hotel at that time and his decision is to force me to pay for my kids meals which is a mistake from the hotel. He said its written that my kid goes to the lounge then orders at the room which is a lie. Then he stated that its not in his authority to drop these wrong charges and I have to pay them. To note these wrong charges were around 200 USD out of my 2 rooms bill of more than 10, 000 USD, but its principle for me. I insisted not to pay and asked to bring the police of tourism. Only at this moment, he sent me someone at the reception to tell me that I don't have to pay these wrong charges and that they will check with the management. This took 2 hours of my time at the reception at a time where I was flying next morning at 6am…! if the hotel can't run a kids meal policy at it's lounge then at least I'd have expected an apology and a quick resolution at the reception with minimum level of respect. This person is rude and completely unprofessional in dealing with Marriott guests. This is what I got when respecting the hotels policy for not bringing my kid to the lounge at the dinning time and order in the room while it was violated by other guests.
After posting my bad experience at trip advisor and getting an apology note from the GM Mr Khaled Elgamal, I thought things will be back in order; however I was shocked at the check out that the reception manager is insisting to charge me on my kids room service during the lounge dinning time and doesn't believe my words. He stated that he is the highest person in charge in the hotel at that time and his decision is to force me to pay for my kids meals which is a mistake from the hotel. He said its written that my kid goes to the lounge then orders at the room which is a lie. Then he stated that its not in his authority to drop these wrong charges and I have to pay them. To note these wrong charges were around 200 USD out of my 2 rooms bill of more than 10, 000 USD, but its principle for me. I insisted not to pay and asked to bring the police of tourism. Only at this moment, he sent me someone at the reception to tell me that I don't have to pay these wrong charges and that they will check with the management. This took 2 hours of my time at the reception at a time where I was flying next morning at 6am…!
if the hotel can't run a kids meal policy at it's lounge then at least I'd have expected an apology and a quick resolution at the reception with minimum level of respect. This person is rude and completely unprofessional in dealing with Marriott guests.
This is what I got when respecting the hotels policy for not bringing my kid to the lounge at the dinning time and order in the room while it was violated by other guests.