Marina Club Hotel Eilat

Vered Dar

1

Apr 15, 2025

We booked two nights incl. breakfast (three people) through Booking.com, but due to a rescheduling of our return flight, we cancelled the second night with breakfast, and instead booked - directly through the hotel - a second night without breakfast. The cancellation was made within the free cancellation period and we were supposed to receive a refund of 1,299 shekels. After about a week, when the refund had not been received, we contacted the hotel and were told (by a n employee who could have been more courteous) that we needed to email our request. We expected an automated response along the lines of "Your letter has been received and will be answered within 48 hours," but no. There was no response: neither immediate, nor delayed. We called again and asked to speak to someone responsible for refunds. We were told again (by another unprofessional employee), that that was not an option. We would just have to wait for a reply by email. We waited. Only on the fourth time we called, when our email still had no response, was the call transferred to the person responsible for refunds. He said he had forwarded the matter and that the credit would be received "by the end of the week." He also promised to send us an email confirming this immediately. The confirmation email was not received - not immediately, not until now, and neither was the refund. Luckily, we had made the reservation through Booking.com and not directly from the hotel. Booking.com immediately told us that if the hotel did not refund the money, they would refund us at their expense. That's what ended up happening. Club Hotel does not know how to treat its customers, or its partners for that matter. It turns out Booking.com were unable to get a response from the hotel either. Simply unbelievable!