I experienced a horrendous ordeal with the reception staff at this hotel and not just on one occasion either. They are all so rude and not willing to help you at all but my experience the day of me leaving left me in tears and frightened. I left my towel card in the Spa when I was getting ready to leave for my flight. The reception staff were harassing me about it when I was trying to sort out my transfers which hadn't arrived to collect me. I then managed to arrange a ride with a company who were collecting other customers from my hotel however the hotel took my suitcase off the bus because I didn't give them the towel card. This caused me to miss the bus to the airport. They then demanded I pay £9 for the card and I kept trying to explain to them it was in the Spa which was a long walk from the reception desk. They refused to acknowledge this and demanded I go and get the card or pay £9. All they had to do was confirm by calling the Spa and they would have told them the towel card was there. I then had four male members of the reception staff surrounding me refusing to let me leave and one member of staff was shouting at me and intimidating me. I asked to speak to a manager and he was actually one of the members of staff who was surrounding me. I felt so scared and worried I was going to miss my flight and by what they were going to do I had to run all they way back to the Spa to get the towel card yet I still had nothing arranged to get me to the airport either. Once I gave them the towel card which was in the Spa as I had told them I then had to arrange a taxi which cost me £15 to get to the airport. Being a lone female traveller this was a horrendous,frightening and very traumatic experience for me. They made me cry and really intimidated. I Was told if I didn't get the towel card or pay then they would lock the doors and not allow me to leave so I was left with no choice but to go and get it. Lucky the guy in the hotel that arranges taxi's sorted out a taxi for me as he could see I was upset and stressed. He also apologised to me about my experience with the staff. I would NEVER stay at this hotel again and would NEVER recommend it to anyone from the experience I had. I will be making a formal complaint to the hotel and holiday company I booked with and this behaviour isn't acceptable especially being a women traveling on my own.What I will add is that the staff in the restaurant, bars and lifeguards the workers that are usually underpaid were very different to the reception staff. They were lovely, helpful and welcoming it's a shame that the reception staff let the hotel down massively. I was not the only person to experience this at the hotel either. They have no customer service skills and drastically need training on how to provide a good level of customer service.
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Jasmine Palace Resort, 5 stars hotel in Hurghada, Red Sea, Egypt. Luxury and family resort
