Holiday in Egypt - no running water in hotel

sammylou100

Hello, on Friday I returned from a weeks stay at the Sheraton Sharm in Egypt, this is supposed to be a 5* All Inclusive resort but it was not AT ALL what I was expecting,
There were a number of small issues with the room (shower curtains hanging from 2 hooks, no clean towels or toilet rolls provided) but the main issue was that we had no running water in our room for a day & a half, meaning no shower & no flushing toilet (I should mention it was 40degrees in Egypt last week so this was not pleasant) We complained to the Assistant Manager at the hotel, he basically ignored my comments, told me that I was not following the correct channels of complaint & shouted me out of reception.

Now I am back in England I want to make an official complaint, I have emailed Sheraton who have passed my comments onto the manager of the Sheraton Sharm, I am assuming that he will have a simmilar attitude to his assistant manager, but you never know. I have also complained to the travel agents, I have a feeling that I am going to be fobbed off but I just wondered whether anyone has any thoughts on this one, am I entitled to some sort of refund do you think?

sammylou100

The main pump in our area of the hotel was not working, but there was a whole section of the hotel which did have water, however we were not given the option of moving rooms at any point. We called reception twice on the day and the following day visited reception to speak to the assistant manager to make a formal complaint, at which point he totally lost it!

sammylou100

No, actually as I stated initially he 'shouted me out of reception', screwed up the paper on which I had written our list of complaints & told me that we were wrong about there not being any water.

Thanks so much for your response though.

mountainofdebt

Did you report the problems to the rep?

sammylou100

Yeah, he was with us in reception, he found the whole issue most amusing. It was all quite frustrating!

Equaliser123

My view is that you are entitled to a substantial refund. It was hardly a minor problem.

Personally, I would have lost all confidence and insisted upon a move - if necessary to a different hotel.

OlliesDad

Judas wrote: »

did they offer drinking water/bottled water etc in the interim? Did you ask for it?

As the tap water is not drinkable, this would be irrelevant.

Presumably the only thing the water is for is washing as there would be toilets in reception or bar area. Were you offered use of a shower elsewhere? Did you ask to be moved?

I would not agree that you are due a substantial refund as it was just over a day that you without water, and on the day of the argument with reception, the problem was sorted (within half a day).

bankersnight

I stayed in the Sheraton in New york. It was lovley. (They moved us out of our room, as it was noisy and even upgraded us to a higher floor and bigger room!)

Having no running water is real bad. I would have complained and asked for the hotel to get me a room in another hotel at their expense.

I also suggest you use Sheratons live help feature. Before I went to the hotel in New york, they took everything down and I was chatting for about a Hour making sure everything was right!

I am sure you will get a refund for the 2 days.

sammylou100

Hi guys, thanks so much for your responses.
The tap water in Sharm is not suitable to drink so that wasn't an issue, it was more the fact that we had no flushing toilet or washing facilities, when we called to report it we were told we would have to go to the main building to use the toilet, which obviously we did, but I can't explain how huge the resort is, it was quite a pain in the bum. My main problem is at no point has anyone even offered an apology, it was almost like we were to blame, anyway I have had a response from the hotel to say that we are wrong and the water was fine (!) so I will be carrying on with my complaint with Sheraton here in England.

Equaliser123

sammylou100 wrote: »

Hi guys, thanks so much for your responses.
The tap water in Sharm is not suitable to drink so that wasn't an issue, it was more the fact that we had no flushing toilet or washing facilities, when we called to report it we were told we would have to go to the main building to use the toilet, which obviously we did, but I can't explain how huge the resort is, it was quite a pain in the bum. My main problem is at no point has anyone even offered an apology, it was almost like we were to blame, anyway I have had a response from the hotel to say that we are wrong and the water was fine (!) so I will be carrying on with my complaint with Sheraton here in England.

Was it a package holiday or did you book the hotel separately?

sammylou100

It was a package, so I have complained to the travel agent too.