Djerba Aqua Resort

Excellent hôtel Accueil chaleureux Personnel très sympathique

Globalement satisfaisant pour le rapport qualité prix Des pointes restent cependant à améliorer comme la qualité de certaines infrastructures (j'ai hérité d'un vieux frigo un peu rouillé par exemple). Mais honnêtement, pour le prix, les repas, les piscines, les animations, les goûters, la disponibilité du personnel, on ne devrait pas se plaindre outre mesure. ce fut globalement un bon séjour. Je recommanderai, sauf quelques petits détails dont on peu accommoder si l'on n'est pas super exigeant

We booked this hotel 3 months in advance from the UK, paying in sterling for an all-inclusive stay. My brother arrived before me, after driving all the way from Libya, and went to check in at reception. Instead of being welcomed, he was told to wait until the room was ready. He sat for over an hour without even being offered a drink, while other guests were welcomed with refreshments and promptly shown to their rooms. When he asked what was causing the delay, the hotel manager claimed that the booking had been cancelled and even showed my brother a document in French. When my brother sent me a screenshot of this, it clearly showed that the booking was confirmed, not cancelled. Meanwhile, I was at Luton airport getting stressed before even starting my holiday, sending proof of the confirmed booking to the hotel management. Instead of resolving the issue, the hotel manager blamed this supposed “cancellation” and offered my brother a room at an associate hotel for 3 nights until they could “find us a room.” After driving 40 minutes to this hotel, he was told they had received no notification or booking from the original hotel. He had to drive all the way back, only for the manager to dismiss it as a “miscommunication” – still without a single apology. They then gave him details for yet another associate hotel, forcing him to make another exhausting journey. When I eventually arrived, we discovered that several other Libyan guests had suffered the exact same treatment, which the reception staff themselves confirmed. At this point I went directly to Aqua Resort Hotel and demanded either an immediate room or a full refund. Unsurprisingly, they suddenly managed to “find” a room for us after all. On top of this, the hotel advertises facilities that simply do not exist. Their website claims to have a fitness center and a sauna, but in reality, there is neither. This entire experience was absolutely unacceptable and ruined our holiday. The way we were treated was disgraceful – no professionalism, no courtesy, and no apology. I would not recommend this hotel to anyone.