Massabki Hotel

We booked a stay at Masabki Hotel on June 1, 2025, and were assigned Room 114. That evening, around midnight, we wanted to take a shower but discovered there was no hot water. We called the reception, and the receptionist initially told us they would look into it and get back to us shortly. Later, they informed us that the water heater was not working and asked us to wait 25 minutes while they tried to fix it. After nearly 50 minutes, we checked again—still no hot water. When we called a second time, we were told that this situation was “normal” and that we could just shower the next day, as if we were at home and such things should be expected. The response was completely unprofessional. The receptionist told us to wait “two minutes” for a follow-up, but no one contacted us for another 20 minutes. We had to call back again at 1:33 AM. At that point, we were frustrated and deeply disappointed. We were then told that hot water would be available within 15 minutes—by then, it was almost 2:00 AM. In the morning, during checkout, we addressed the situation with the manager, Elie. Instead of apologizing for the inconvenience, he defended what had happened, again insisting that this kind of issue could occur in any home. That response only made the experience worse, as we had paid for services that we didn’t receive and expected a more professional approach. We chose not to continue the discussion with him, as his attitude was both unprofessional and illogical in trying to justify their failure. I'm sharing this to caution others about booking at this hotel. Based on our experience, both the service and management lacked the professionalism and accountability expected from a hospitality establishment.