I booked a room for 3 nights at the Gazelle International several weeks in advance, paid for it in full at the time of booking, and rang the hotel to confirm the booking 2 days before arriving. Upon arrival at the Gazelle International we were informed that they had neither any record of my reservation, nor a room for us. Mistakes happen, and they do not really upset me if dealt with properly and professionally. Unfortunately this did not happen at the Gazelle. The manager did his utmost to deflect any responsibility for the situation onto Expedia, onto the receptionist in his employ who had confirmed the booking 2 days earlier, even onto us. It took hours for the manager to finally concede, and then eventually correct, the mistake - and only, we think, because we insisted they provide a refund if they would not honor the booking. This was easily the worst and most singularly frustrating experience either of us has ever had with a hotel. There is simply no excuse for the rude and offensive manner in which we were treated, especially given that the original mistake lay firmly with the hotel.
Unfortunately, evidence of inadequate managerial skills is also evident elsewhere in the hotel. Despite some wonderful and friendly staff, there is a clear lack of training, with mistakes being made with orders in the restaurant and generally idiosyncratic service. Corners have been cut when furnishing rooms, and the place is quite characterless.
Great tour and dinners, hence stars.