Search Cottages in Basmane

"I booked this hotel due to high ratings and attractive photos, expecting top quality and no hidden costs. Reality was disappointing. At check-in I was shocked by the unexpected deposit demand- not mentioned clear but hidden, where the price was shown as final with all fees included, it did not include the deposit. The receptionist insisted the rate was “too low for two people” and pushed breakfast hard despite my clear refusal. We compromised: I paid only half the requested deposit. I repeatedly asked if a contactless phone payment (Apple Pay) would allow instant refund at checkout. Each time: “No problem, come 15 min early, we check minibar and return it immediately.” It was a lie. At 3 a.m. check-out (early flight) they said refunds only start at 9 a.m., no physical card= no instant return, transfer takes 3 business days. Mr. Ismail Balaban (shift manager?) and the receptionist showed zero empathy or willingness to help. To this day the deposit hasn’t been returned and no one has contacted me. Worst part: the hotel created the problem but takes no responsibility to fix it. Only I have to chase, email and fight to recover my money. Room: very comfortable beds (only real positive), broken bathroom scale, rusty bathtub plug, constant beeping from bathroom 24/7, average indoor pool. Housekeeping staff were genuinely kind and helpful. For a 5-star hotel this level of unprofessionalism, dishonesty and lack of accountability is unacceptable. Price-quality mismatch is huge."

"Quite, clean, people were very helpful, Indoor pool was closed during our one week staying, just the outside pool was open and outside was cold temperature. The pool opens at 11 am, it was very late for early birds. They need to change opening hours to earlier time, like 7 am. We couldn’t find any trails in the forest. Hotel is really close to forest but you can not walk in there."

"It is OK"

"It was excellent"

"Room was good. very clean "

"Everything about the hotel was wonderful "

"Absolutely amazing comfort hotel staff very professional good help full food was great clean "

"The room itself was very nice, the hotel seems upscale. The staff were very considerate and accommodating. The rooms though were not well lit. The bathroom mirror was especially dark. I let the water run in the shower for 10 minutes and it barely got warm and then returned to cold. Turning it in the other direction made the water frigid. The breakfast was good, the coffee was excellent. The bed was comfortable. There was no remote control in the room I had to call down to the front desk to get it. But there wasn't a lot of options on the tv. Also, Wi-Fi in the room was so slow it was basically useless. I got the room on a deal so couldn't really complain. I didn't feel like switching rooms, so I didn't complain about the lack of hot water in the shower."

"The hotel was okay and was clean but the area is not good and housekeeping should be daily. Unfortunately had to ask for clean towels, coffee, H20. Note: As a world travelled woman I didnt feel unsafe when walking during the day bc I mind my business. Shopping was 10 min walk, with plenty of places to eat. "