Russian family calls five-star Egypt hotel stay “hell” amid mold and broken furniture complaints

A Russian family has described their stay at a five-star hotel in Egypt as “hell” in a complaint shared with TurDom, according to Lenta.ru. The family booked Makai By Brassbell Hyde Park Sea Shore independently through a tour operator’s website. The travel agent had warned them she knew nothing about the property because it was new.

Tourist Tatiana said the hotel was old, with a small dining room and everything around having been in use for more than 10 years. She reported broken furniture in rooms and common areas, as well as black mold. Photos posted to a review site showed sparse food choices and rusty sunbeds and umbrellas. Service also disappointed the family. Only the first coastline matched the description, she said, adding that construction was ongoing near the hotel. She had spent several days trying to get relocated, but found the offered options unsatisfactory.

The hotel said it had responded to the guests’ comments from the start: they were given access to an à la carte menu not included in their tariff, a coffee bar, a bottle of Chivas whiskey, the chance to cook their own food, and a move to another room. The complaint has been sent to the tour operator’s legal department. Legal experts note that dissatisfaction with a hotel does not necessarily oblige the operator to move tourists to a different property.