VILLA MABROUKA

Esteemed Hotel,
I booked a room through Booking.com for four nights for the month of August, at a cost of Euro 780 per night.
Your booking confirmation email described the “suite” magnificently (...).
When I arrived at the hotel, late at night, I immediately noticed that it was not a real suite but a normal room, although furnished according to your description.
However, the next morning I bitterly discovered that the windows opened onto a very small dark courtyard and an iron staircase hidden by a banana tree. No view of the sea or the garden, no breathing space.(...)
(...) the room was in fact a service room and was unbearably dark, so much so that it was necessary to turn on the lights at all hours of the day (...).
The hotel was fully booked (...) and I stayed only because I was traveling with friends. But my room remained unlivable.
Furthermore, the iron staircase that the room overlooks serves as access to the bar on the terrace, open to the outside customers until late at night; the noisy passage of all the people prevents you from sleeping. Another confirmation that the room I bought was only suitable for the service purpose.
The hotel manager agreed that I was right and as compensation she offered… two massages, which I obviously refused. If I was right to complain, how can you sell a room like that?
At the end of the holiday I received a 10% discount on the price of the room, which I still found inappropriate as it was insufficient. Especially since some Italians guests who had breakfast with us on the last day paid only 450 euros for one night, and I am sure that their room was no worse than mine.
I do not understand how a luxury hotel can sell such a dark, depressing and suffocating room and at the price I paid. This is a real scam that I will advertise on all travel sites, so as to warn of the lack of commercial seriousness that you have shown.(...).
Finally, I complain about a very slow service both at breakfast and at the pool and at the bar, with staff, although kind, poorly trained, uncertain and evidently badly directed.
This is the only feedback:
Thank you for contacting Villa Mabrouka.
Your e-mail has been forwarded to me (the General Manager at Villa Mabrouka).
I will review its content and the details of your stay in consultation with our UK office with a view to responding in greater detail as soon as possible.
Yours sincerely,
Luca Ravera.
General Manager