written by jtYates1970 on 02/07/2015
Charged more at the time of booking. Arrived at our destination (Sultan Beach Hurghada) to find a disgusting, dirty, extremely run down hotel, phoned sunmaster immediately to report the problems, we refused to stay in the hotel. After 3 hours of calling sunmaster and being fobbed off by them saying it was Triton and Jumbo tours problem, passing the buck,costing me £1.50 per minute from my mobile phone (£187.00) they'd all gone home leaving us with no choice but to spend one night. The hotel manager gave us a different room which was no better, we couldn't shower because it was unsafe and couldn't eat anything because it was disgusting. Next morning sunmaster called me which cost me to receive the calls, she said there were no scheduled flights until a few days later and said it wasn't up to sunmaster to find alternative accommodation and told me to sit tight. Not eating or drinking and feeling terribly upset I telephoned my father in law who found a flight home. This cost £960 and was interconnecting and wouldn't leave until after midnight, out of sheer desperation and complete lack of faith in sunmaster we asked my father in law to loan us the money and book the flight and we left the hotel immediately. We arrived home 23 hours later and £2,400 worse off. I contacted sunmaster to complain and attached copies of all costs incurred, receipts, photographic evidence of everything and I hoped for a refund of at least the holiday cost, but after a lot of chasing, I received a letter of apology and excuses and a cheque for £36.00 which I've not cashed. This is an insult and I'm disgusted with sunmaster. This hotel has terrible reviews which I didn't know about at the time of booking or I wouldn't of gone ahead.
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