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Extract from the complaint about ANEX TOUR

"08.30. 2018 my girlfriend signed a contract for the sale of the tourist product "Tunisia, hotel SOVIVA RESORT 3 *, 10d / 9n, tour operator ANEX TOUR", the cost of the tour for 2 people was 69291 rub. 00 kopecks..
According to the description from the official website https://www. anextour. com/tunisia/hotel/soviva-sousse - most of the services are not true:
SERVICES
• currency exchange - yes
• laundry (extra charge) - yes
• 3 tennis courts - NO!
• gym - NO!
• SPA center (for a fee) - yes (but according to reviews there is a risk of getting a fracture or infection)
• Wi-Fi in the lobby and by the large pool (free of charge) - connection is possible only at the reception and is not designed for the number of visitors, actual use is IMPOSSIBLE!
• Water aerobics - NO!
• beach volleyball - NO!
• Basketball - NO!
• safe at the reception (extra charge) - yes.

ROOMS

The hotel has 513 rooms.
The room includes:
bath / shower - yes
air conditioning, - (works only as a wind blower)
TV, - yes (only 2 channels work and this is with satellite TV)
phone, - there is just a phone that is NOT CONNECTED to anything!
mini-bar (extra charge) - NOT SUPPLIED!
balcony/terrace. - yes, the presence can be traumatic because the fence is not screwed.

Room categories:
• Standard room (20 sq. m. ) view of the garden or pool - in fact, a view of the fence of the neighboring hotel.
Check-in to the rooms was supposed to take place at 14:00, we arrived at the hotel at 18:00, however, the meeting guide from ANEX just dropped us off at the entrance and left without verifying the check-in of vacationers. Turning to the reception, they explained to us that the hotel is full and they are simply not ready to receive guests. Half an hour later, we were given room 1001 in Block A. the corridor of the block is not equipped with lighting (1 lamp for the entire corridor of 30 meters), the room was not cleaned (broken glasses, dirty carpets, garbage, food leftovers).
The room itself turned out to be no better - dirt on the walls, ceiling, unwashed floors, dirty bed linen and towels, dust on all surfaces, bare wires from the walls. They promised to change the room the next morning.
On the morning of 10.09. 2018, we turned to the ANEX hotel guide, who introduced herself to us as Nadezhda, about the inconsistency of the tour and the unsuitability for living in this room, to which she refused to help and explained that we must solve all the problems regarding accommodation on our own. Turning to the reception, we asked for a change of room, we were not refused, but the conditions did not improve much, there were 3 such room changes, we had to choose less dirty and safer for health - 2020.

There are no bedside rugs, the glass in the bathroom rests on 2 screws, the toilet is constantly leaking, dust, the fence is broken on the terrace, dirty towels with only 1 pc for two people, lack of shampoos and soap, a large number of cockroaches and ants. The staff does not respond to comments. Cleaning the room consists only in the theft of personal property (2 chargers for the phone) and money for a total of 50 dinars from the pocket of clothes. Again, they turned to the front desk and to a separate guide - no action was taken. It was also denied a call to the ROSTURISM hotline.
NUTRITION CONCEPT
AI - all inclusive
Restaurant-buffet Soviva - breakfasts, lunches, dinners, grill, soft and alcoholic drinks of local production throughout the day
A'la carte restaurants: One free lunch or dinner entry to one of the restaurants by prior reservation (24 hours in advance) and subject to availability
• Beijing Garden - Asian Cuisine
• La Regina - Italian cuisine
Bars:
• Lobby bar - 08:00-00:00
• 2 pool bars - 10:00-00:00
• Beach bar - 10:00-17:00
Disrespectful attitude of staff towards Russian guests. Example: when I asked the bar for a Cola drink, they refused me, saying that the drink was over. Behind me in line was a guest from Algeria, he ordered Cola and it was immediately provided to him. I immediately applied again, which again was refused. The restaurant hall, as well as the "buffet" are in conditions of complete unsanitary conditions, a huge number of flies, cockroaches and ants, which also move freely through the food. The cups are disposable, which are then rinsed and given to the next guest. The plates are glass but have cracks and chips. A day after check-in, there were shortages of drinks. Three days later, juices, beer, whiskey, etc. were on the stop list. The bar can only provide sprite, red wine and jin.
On the fourth day drinking water ended (poured in portions). In fact, the concept of "all inclusive" is no different from "half board"
Beach
The sun loungers are broken, the seaweed has not been removed from the sea (although neighboring hotels are monitoring this), cigarette butts, bags and other garbage are scattered on the beach.
A complaint

I believe that ANEX TOUR provided deliberately false information about the proper tour. The hotel guide is not competent and focuses only on the sale of excursion products, rather than on the comfort and experience of the guests who have arrived (a total of about 30 Russian tourists). Most of the services indicated in the tour are not provided. Cleaning in the rooms and change of towels, bed linen - including on request is not performed. Property theft. The all inclusive package is not up to standard. This tour is clearly overpriced. "