We booked and pre-paid for this hotel using hotels.com and arrived at 4pm on the day of check in. We were then told that the hotel was full and that they had to move us to a sister hotel, which was a 3 star hotel inconveniently located for our trip. After rejecting the offer of a move to a inferior hotel, then manager kept us waiting for 2 hours and after asking what was going on, he said that he had organized a room for us at a neighboring 5 star property and that they would take care of our room costs. We asked for a letter confirming this, which he provided and our driver took us to the new hotel. When we showed them the letter and tried to check in, they said that they couldn’t accept the letter unless they revived a guarantee of payment from the manager. Another 2 hours passed as they were promised the guarantee, which subsequently never arrived. Given that my 2 young children were with me, and it was dark outside, I had not alternative but to pay the full rate at the new hotel, which was $120 extra per night on top of what I’d already paid at the previous hotel. Expecting a refund from the Nile Village Hotel, I reluctantly paid for the new hotel - after all, they couldn’t accommodate us and sent us to this new hotel. The next day, I checked online and the manager marked our room allocation as a no-show which incurs a penalty. I’m yet to receive anything back to counter this and have proof of all of the above. These guys are thieves so please be careful.
