El Karma Aqua Beach Resort

Dear Guest I would firstly like to apologise for not replying in German to you, but I rather not use a translation service which would be misunderstood. The hotel is very disappointed to read your review, given that the circumstances surrounding your issue was very clearly out of our control, hotel policy and procedures was implemented immediately to efficiently handle the case of a missing reservation, the hotel was within its rights to request a holding payment until the reservation was received as we cannot check in guest without the guarantee of payment. as you are aware when the situation was resolved your money was handed back in the envelope it was placed. It is unfair to assume the hotel would send you and your children to the desert and provides and very bad profile for the hotel which is unjust, my understanding during investigations was that a discount was given according to your circumstances. Other issues discussed here also I find very challenging given that I met with you during your stay and especially at the photographs for the Chinese dinner and at no time were any concerns raised with myself or team members. We have management on duty 24 hours a day to handle any guest issue to assure guest satisfaction but we cannot rectify after the holiday is completed and from reading in social media. We wish you pleasant holidays in the future and hope that you will return back in the future to the Red Sea Coast With best regards Nubia Aqua Beach Resort Management