Jasmine Palace Resort & Spa in Hurghada

Great value for money! There are plenty of restaurant options, and breakfast was better than lunch – I certainly ate my fill. However, I didn't get a single hot shower during my three-day stay; the water was always lukewarm. The in-room phone wasn't working, and when I called the front desk from my mobile to report it, they didn't offer any solutions. Looking at other reviews, cold water seems to be a common issue. I was in a hurry to check out, but they insisted on a 10-minute room inspection. After the inspection, the front desk didn't bother to inform me, and their attitude was generally unhelpful.

We had a disappointing experience using Uber while trying to go to Senzo Mall, which is actually very close to the hotel. The price shown in the app was 1 pound, but the driver asked for 5 pounds instead. This made us feel uncomfortable and sadly felt like we were being taken advantage of.

Because of this, we decided not to proceed and instead booked a taxi directly through the hotel. Although the price was 4 pounds, it felt much safer, clearer, and more reliable.
For other travelers, we would recommend using the hotel’s taxi service for peace of mind, especially if you are unfamiliar with the area.
As a small suggestion, it would be great if the hotel could consider providing a shuttle bus service for guests to travel around nearby places such as Senzo Mall, which would make getting around even more convenient and comfortable.

Everything was really good, just the location is so far from downtown, also the beach is not the best, the water is very shallow you can't swim

The reception guys was so kind to me 
Thanks a lot 

 chef Emad elalfy  is fantastic guy and food was good 

All the stuff are cool and good guys. 
Nice hotel to stay. 

My room was fanatic

Nice place for a family.
Friendly staff, good amenities and a good variety of activities.
The food was not that tasty, the only buffet we enjoyed was the breakfast.
Overall was a good experience.

The hotel environment is decent, but the bar staff in the lobby were extremely rude. They were very enthusiastic towards Western guests but completely ignored us even after we spoke to them several times. It was also very difficult to get a table at the restaurant. I wouldn't really recommend it.

Amazing place we stayed at, soo many things to do and explore you’ll never get bored! All the staff were soo lovely and catering to our needs! Amazing getaway!!!

Subject: Formal Complaint Regarding Reservation Issue at Jasmine Palace Resort – Hurghada, Egypt

Dear Trip.com Customer Support,

I am writing to formally lodge a complaint regarding a highly distressing experience I had with a recent reservation made through your platform.

I booked two rooms for two nights at Jasmine Palace Resort in Hurghada, Egypt, under a non-refundable reservation. Prior to traveling, I called the hotel directly to confirm the reservation and ensure that everything was in order.

However, upon our arrival, we were informed at the reception that our reservation would be canceled because the hotel allegedly has an agreement with an Egyptian agency to only accept UK residents for bookings made via Trip.com. This condition was never disclosed during the booking process, and it is entirely unreasonable and discriminatory to enforce such a policy after the booking has been confirmed and paid for.

We were met with resistance and an unacceptable level of rudeness from a staff member named Mr. Mohamed, who was uncooperative and arrogant throughout the discussion. Despite my efforts to resolve the situation—including offering to pay the rate difference and suggesting that my son, who holds a valid UK BRP, be listed as the main guest—Mr. Mohamed refused every solution.

I was left with no choice but to contact the Egyptian Tourism Emergency Hotline and file an official complaint. Upon requesting to speak with a supervisor, I was connected to Mr. Fathy, who was significantly more professional and understanding. After reviewing our documents and learning that my son has a BRP and that my husband and daughter both hold valid UK visas, he approved our check-in and even offered to upgrade our rooms to deluxe as compensation for the inconvenience.

Shortly after, a police officer who had been informed of the situation arrived at the hotel and confirmed that the issue had been resolved.

This entire ordeal was not only stressful and humiliating, but it also jeopardized the start of our family vacation and left us deeply frustrated with both the hotel’s discriminatory practices and the apparent lack of vetting on your platform. If the hotel has a residency restriction, it should be clearly stated before booking.

I kindly request that Trip.com investigate this matter seriously and take appropriate action. At the very least, I would appreciate a formal apology and a gesture of goodwill, such as a partial refund or credit, to compensate for the emotional distress and time wasted.

Please let me know if you require any supporting documentation, including the reservation details, contact logs, or complaint reference with Egyptian tourism authorities.

Sincerely,
Rania A. Elfarrash

Nice and quiet. Has own coral reef in the end of the peer (~300 meters)