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CarleeHicks's review of Citrus Holidays



Written on: 07/05/2014 by CarleeHicks (1 review written)

Me and my partner booked a week long stay at the '4 star!' Tulip inn at the end of January this year.
We arrived late in the evening about 10pm after a long drive from Abu Dhabi so we were already tired and just looking forwards for a rest before enjoying our holiday in the UAE.
We arrived at the hotel first of all to find about 40 people sat around the entrance lobby on their laptops and smart phones as the hotel doesn't have wifi in the bedrooms, which for a '4 star!' hotel I think is a bad and not a great first impression.
Then we made our way to one of the most unfriendly reception teams I have ever come across (and I travel a lot) . Still we carried on hoping to get a bed and rest soon. On giving our reservation info, they couldn't find it or didn't receive it, even though we had a confirmation number. The hotel was full and they then tried to fob us off by giving us an unfinsihed room that was off the system. The room was half painted, tiles were off the wall, there were pools of dirty water in the bathroom, and generally the room was in a bad state (but thats why it was off the system). We went back to reception and they gave us another room....but it was in the same was another 'off' room, as I mentioned the hotel was full, so obviously they could not magic up a proper room from somewhere. After this happened one more time we decided at almost midnight, we just needed a bed and took the third unfinished room so we could sleep.
At no time did the unfriendly reception team apologise or even smile! INCREDIBLE!
The next day we spoke to the hotel manager (Abdul Malik) who was extremely apologetic and embarassed for what we went through and completely understood that we would not stay a minute longer in the hotel.
we wondered to make sure that they would not charge for those 6 nights and the hotel manager even promise that at the moment that the company would pay them, they would say that we stayed just a night (nightmare) and he also write a letter for us.
we sent to you and to the other company several pictures showing the real hotel, and in which conditions the rooms were… even sending you the letter from the manager (Abdul Malik).

Unfortunately until today almost 3 months later, we are still awaiting a refund for the 6 days we never stayed at the hotel, even though we have sent at least 20 emails and made numerous calls from the UAE to the booking offices in London (not cheap). Even though the hotel manager also sent through confirmation of our nightmare stay and we even sent them pictures of the final room they offered us, we have received not a penny. By the way the booking was made through Citrus holidays who have also been totally uncaring and poor in any attempt to try and solve the issue and they are the ones who took are money andmade the booking, so we will be avoiding in future anything to do with Tulip Inn's and Citrus Holidays (bunch of lemons!) That's all we have to say….

Even now, back in the UK, looks like they don't have any kind of communication within the companies as they still fighting and now complaining that they didn't receive any complain till now when we were sending complains everywhere for the last 3 month.
it is absolutely disappointed and horrible that a chain like yours doesn't take any kind of responsibility when you are the first once who are selling a 4 stars hotels in that conditions.

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