Unfortunately, it's not uncommon on Egyptian resorts for a hotel rep or local guide to take a deposit for a tour and then refuse to return it when you cancel. This is exactly why SunTrip Egypt operates with no prepayment: you pay only on the day of the tour. But if you're already in this situation, here are the concrete steps to take.
A word on hotel reps first: the friendly guide in your hotel lobby typically charges 2-3x more than independent operators for the same excursion. Their tours are booked and paid in advance, which leaves you exposed if plans change. Booking direct - with no deposit required - is always the smarter approach.
Address: Cairo, Al-Mahatta Street, Heliopolis
Hotline: +202 2283 6660
Email: info@tourism.gov.eg
Website: www.tourism.gov.eg
You can file an official complaint against a tour operator who has failed to honour their obligations. The Ministry maintains a register of licensed guides and operators and has the power to revoke a licence.
Hotline: +20100 855 0000
Offices exist in every resort town, including Sharm El Sheikh. The Tourist Police were set up specifically to protect visitors' rights and resolve disputes with local service providers. This is often the quickest way to resolve a dispute while you're still in Egypt.
If you booked a package holiday through TUI, Jet2, Thomas Cook, easyJet Holidays or another tour operator, their in-resort representative is contractually obliged to assist you in disputes. Find the rep's contact details at your hotel reception or in your booking confirmation.
Your tour operator back home also has a customer services team and may be able to escalate the complaint on your behalf.
If the guide is operating through the hotel or was recommended by the hotel, the management bears indirect responsibility and has a reputational interest in resolving disputes. Ask to speak to the duty manager or general manager - they can often act quickly to avoid a negative review.
If the situation is serious and local channels aren't working, contact your country's consulate or embassy in Egypt. Consular staff can assist with formal complaints, provide translation guidance, and point you towards the right authorities. The UK Embassy is in Cairo; most other major nationalities also have consular presence.
Document everything from the start. Keep all messages, receipts and correspondence with the guide. Witness statements from others in your group can also help.
Act quickly. The sooner you contact the Tourist Police, the greater the chance of resolving the matter while you're still in Egypt. It becomes much harder after you've returned home.
Be patient. Administrative processes in Egypt can take time. Stay persistent and keep following up.
SunTrip Egypt - no deposit, pay on the day. Message us and we'll find the right tour for you.
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