Pickalbatros Palace Resort - Hurghada

"This is regarding three reservations at the following hotels: Pickalbatros Palace - Aqua Park Hurghada Pickalbatros Jungle Aqua Park - Neverland Hurghada About a month ago, I booked two rooms for my family at the Palace - Aqua Park through Booking.com, and a friend of mine also booked a room at Neverland through Booking.com. All of these reservations were marked as “No prepayment needed – pay at the property.” A couple of days ago, I noticed that the hotel tried to charge my card for the amount of the first night. The transaction was declined because the card didn’t have enough funds. I contacted Booking.com to ask what was happening, and they told me that the hotel is not allowed to charge anything in advance and that they would contact the hotel to tell them not to attempt any further charges. The next day, my brother had the same issue — except in his case, they didn’t try to charge the card. Instead, they said his card was invalid and told him that unless he updated his card details within 24 hours, his booking would be canceled. Today, my friend faced the exact same situation. They didn’t try to charge him, even though his card is active and has sufficient funds, but again told him that unless he changed the card, his booking would be canceled. I called the Guest Relations department at the Palace - Aqua Park today, and honestly, their attitude wasn’t great — they were very dismissive. They ended up saying that they must place a hold for the amount of the first night, otherwise the reservation will be canceled. When I tried to explain that the booking clearly stated no prepayment and that I should be able to cancel for free up to a certain date (and that refunding the money later could be a hassle), they told me, “It’s not a charge, it’s just a hold.” (As if there’s a real difference — either way, the money won’t be available in your account.) Of course, I wasn’t happy about this since it’s not right. I’ve been booking Hurghada hotels through Booking.com for four years and never faced anything like this. I actually have another booking at a Sunrise hotel under the same terms, and they didn’t try to charge anything. When I told them I might cancel the booking, they simply said, “Do whatever makes you comfortable.” In summary: The hotel listing on Booking.com says “You’ll pay nothing until you arrive,” but you may find that they: Place a hold for the first night’s amount, or Claim that your card is invalid even though it’s working fine. Thankfully this happened before my trip, because I can only imagine what kind of experience it would’ve been at the hotel itself. So be careful, everyone!"

"My 4th time at this amazing hotel and I thought it couldn't get any better but wow the changes are beyond believe . We were greeted with a warm smile at checkin we had 2 rooms which we preferred were adjacent due to having a disabled in our group . Ibrahim was amazing he changed us into a suite with 2 bedrooms the room was awesome 2 large rooms with doubles a walk in shower that could fit 10 plus open on to large balcony with jacuzzi tub 2 large tv . The new bakery and pastry area well what to have was the problem all freshly made and taste well amazing All bar staff are so happy smiling nothing is a problem the swim up pool is great place to swim up to for a cool drink . Our cleaner would come in every day and place left spotless again say hello to them there all happy smiling . Reception always go the extra mile .reastuarnts have been updated and food well let's say I've eaten too much . The piers walkway has been replaced where you can swim and see a array of tropical fish Lifeguards on all pools and sea areas.so everyone is safe . We booked alcart at the beach bar restaurant and chose the steak which came out on a sizzling plate what a meal in a relaxed setting over looking the sea . IbrahimAtta we like to thank you every day he would ask if everything was.ok.he.made our stay effortless.this hotel for me is the only one I would use and can't wait to come back thanks to all the wonderful staff"

"Family friendly the food was delicious and pools were cool i liked everything about it the beach was easy to access 10/10"