Ahmed F
Google
I stayed at the Hyatt Regency and booked three rooms for our wedding night and family preparations. When we made the reservation a month in advance, we specifically asked the hotel to make sure that one of the rooms, the wedding room would be a king bed with a Pyramids view. We also spoke with a receptionist (a lady whose name I unfortunately don’t remember) and asked about doing a small photo session in the outdoor area with our photographer. She confirmed that it was allowed as long as we didn’t have large equipment. We told her it would be only a handheld camera, and she agreed.
Two weeks before our stay, my wife called the hotel again to reconfirm the king bed request for our wedding night.
When we arrived for check-in, the staff kindly assisted us with an early check-in, which we truly appreciated. However, when we entered the room, we found two separate beds instead of the requested king bed. Even the honeymoon cake that was prepared was simply placed in the room without any decoration or indication that it was for a honeymoon, and in a twin room.
Later, when our photographer arrived, the same lady who had confirmed the photo session earlier completely denied giving us permission. She said we would need to pay 15,000 EGP, despite the fact that we had already booked and paid for three rooms. My wife was extremely upset, as both of us had clearly confirmed the photo session with her a month earlier. The lady became defensive and kept insisting she had only allowed using a mobile phone camera, which was not true. We refused to pay and ended up doing our photo session at our wedding venue, Seasons Country Club.
Our issue isn’t about the money - it’s about the promises made and not kept.
On the way to the wedding, I called the hotel landline and asked the gentleman who answered to make sure the beds were joined together since it was our wedding night and we would be arriving very late and tired. He promised to inform the concerned department. However, when we returned around midnight after the wedding, the beds were still not fixed. I had to call reception in the middle of the night to come and fix them on our wedding night. It was a terrible experience.
At checkout, the receptionist insisted that we had consumed all the items from the minibars in all three rooms. I told him that was impossible in my room, we only took one cola from the minibar, nothing else. When I checked with my family, they confirmed that one of the rooms (the one the photographer entered) had some items consumed, but the other room’s minibar was untouched. Despite this, they charged me 4,500 EGP for the two rooms, and the invoice didn’t even list the items it just said, “Minibar 4,500 EGP.”
Honestly, the whole experience was extremely disappointing, especially for such an important night. We will never recommend this hotel to any of our family or friends.
