Club Hotel Eilat - All Suites Hotel in Eilat

We had a truly terrible experience at this hotel, which completely ruined the end of our stay. On our first day, during check-in, we paid extra to include breakfast for our family of four (myself, my husband, and our two daughters). The receptionist gave us four physical tickets (two green and two orange) to present at the breakfast entrance. The next morning, upon arrival at breakfast, the staff member at the entrance (who calls himself “Rafi, the hotel visitor”), collected all four tickets, as per their outdated system (no digital verification, no name checks). Everything seemed fine at that point. However, toward the end of breakfast, our daughters stepped out briefly to see the pool and then returned. When they tried to re-enter, the same staff member who had already taken our tickets stopped them and demanded to see the tickets again. He even asked my 9-year-old daughter to call her father. Thankfully, she had her phone. When my husband came, he explained that the tickets had already been collected upon entry and that we had paid for all four of us. Eventually, they let the girls back in, but the situation escalated shortly after. A security staff member approached my husband in front of everyone and asked him to step outside because we supposedly couldn’t provide the tickets again—tickets that had already been taken at the entrance! We were treated as if we were trying to sneak in without paying. We were completely humiliated. Our daughters started crying, feeling ashamed and guilty for something that was absolutely not their fault. We immediately went to the reception desk, where the staff confirmed, based on our reservation and receipt, that we had indeed paid for four breakfasts. We then spoke to the hotel manager, who admitted the mistake and barely apologized for the way we were treated—but insisted on the fact that there would be no refund. He promised that the hotel would follow up with us in the coming days to address the situation and try to make it right (which never happened…) We even had another reservation booked for a near future stay, which we will now be canceling! We came to relax and expected service that matches a so-called 5-star hotel. What we experienced was the exact opposite: poor organization, lack of accountability, and deeply disrespectful treatment. This incident happened on our last day and left us with a very bad feeling. Unfortunately, we cannot recommend this hotel at all. The service is either nonexistent or completely ineffective.