nourre f.

I should have known when we got to our room. On our first day, I had to call the maintenance because the towel rack was loose and threatened to fall on us while in the shower. There was a spider web (!) on the fire emergency sprinkler that I also asked to be cleaned. Never mind, let's go on with our vacation. Next day, the spa turned the vacation to Horror: the glass door of the shower fell off its handle while our son was getting out of the shower… and cut him on many places on his leg, foot, and toes. Unpleasant pictures attached, showing how devastating the damage was (in short 18 stitches and lifelong scarring). The staff was supportive at the time of the incident, they changed our room because our son was in a wheelchair, so they put us on the ground floor where the suites were located. They also covered all the medical costs but paid, only after I asked, the equivalent of one night of stay at their hotel, while our holiday that was still going on in Egypt for 3 more days, was ruined. And they have absolutely refused to admit any negligence and have refused to provide any proof that their installation was technically OK. They claim, in the email chain that followed, that their technical inspection revealed all was OK at their side, but they refused to exhibit that proof. When we checked out, the Front Office manager tried to make me sign a piece of paper which was basically saying I was relieving the hotel of all future responsibility regarding the injury sustained by my son. Of course, I did not sign that and claimed damages to the hotel. They firmly denied all liability and clearly expressed it was not their fault nor responsibility. Hilton rejects all responsibility and has not made a single effort since we left their premises to smoothen the situation, nor enquire about our son's health. At this stage, Hilton management has disappeared from the conversation, and I have been dealing with their Insurer Chubb. After we requested compensation from them for the damage incurred, their insurer wrote to me:

"they [the hotel] never asked to be compensated for their property damages, due to the act of the son"

Yes, you read that right! Unprofessional, dealing in bad faith, and withholding information. Bravo!

So, Hilton Luxor now rhymes with disappointment, anger, let down and irresponsibility. Are you planning to stay there? I won't wish you a good stay, I will wish you "Good Luck" and "Bon courage".