Guest User
November 19, 2023
We had our bags broken into (because they were locked with padlocks) inside our room in this hotel which was on the second floor, a place that was difficult to access on the day we arrived at the hotel, within a period of 1:30 of absence from the room! It was 1500 Euros (all our money), R$240.00, 2 boose anti-noise headphones, one wireless (on average US$350 each), a bag with silver jewelry and stones), an external cell phone battery and 1 apple headphones. We left the key at reception, asked the employee for a restaurant recommendation and left. When we got back to the room at 1:30 our bags were broken, clothes were scattered, I called the employee and the hotel security guard at the entrance and they saw everything! This employee said that the hotel owner would come the next day on Sunday at 10:00 with the police to see the footage from the hotel's cameras (there was one in front of the reception where I left my key). The next day at 10:00 the owner arrived, was unable to say words of apology, comfort as well as all the hotel staff. The 2 police officers arrived at 1:30 pm. The owner just translated our lines for the police officers. We stayed until 2:30 pm without being offered water, coffee or a meal by the hotel. We stayed at the hotel reception, I was crying a lot, my husband has high blood pressure. It was horrible! These police officers said they would look at the footage and give us an answer the next day. Given the situation of insecurity and fear of something else happening to us, I contacted the Brazilian Embassy in Tunisia, which monitored all our steps until boarding at the airport to leave the country. On Monday at 9:00 am, a diplomat from the Brazilian Embassy accompanied by his local employee were at the hotel, presented themselves at the reception and soon after the 2 police officers appeared who told them that they needed copies of our passports and our WhatsApp because they would have a response the following day, Tuesday (until today, 11/17, we have not received a message with the response). We paid for our stay and the meal we ate throughout the period. We didn't make any complaints to *********** because we didn't feel safe in the hotel since the owner and police didn't give a response, support to our problem and we also didn't have money).And the hotel is inside the MEDINA. In addition to this incident, the hotel does not match the photos, bathroom with mold, broken floors, room ceiling with hole, dirty towels and delivered damp, sheets with lots of hair, it looked like they had not been changed, flies in the restaurant
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