Guest User
September 24, 2025
I hope this message finds you well.
I am writing to raise a concern regarding my recent hotel stay in Morocco, which was booked through your platform. Upon check-in, I informed the reception that I had faced issues with air conditioning (AC) at multiple places throughout my trip in Morocco, and I specifically requested a room with a properly functioning AC.
The hotel staff acknowledged my request and assured me they would provide a good room with a working AC. However, once I checked in, I immediately noticed that the AC was not functioning properly. I tried calling the reception multiple times—initially, there was no response. Eventually, I spoke with a lady at the front desk who said they would check and get back to me.
After waiting for over an hour with no follow-up, I called again and spoke with a gentleman, as the shift had changed. I explained the situation once more, and he informed me that the AC on that entire floor was not working. He also mentioned that the hotel was fully booked, so they could not change my room.
I then requested an alternative option, such as moving me to another nearby hotel (like Barcelo Anfa). However, I was told I would need to pay a significantly higher amount—even more than the original booking, despite the rate being lower on Trip.com. When I asked for a refund, they informed me that the booking was non-refundable and suggested I contact you directly as the supplier.
After a long and frustrating back-and-forth, I was extremely tired and simply requested that they at least open the locked window so I could sleep. They finally agreed to do that.
This experience was extremely disappointing and inconvenient, especially after I had clearly communicated my needs at the time of check-in. I kindly request that you review this situation and consider a partial refund or credit due to the discomfort and the hotel’s inability to fulfill a basic service promised at the time of check-in.
Looking forward to your response.
