We booked almost 8 rooms for an Easter vacation with our friends from May 6th to May 10th. Unfortunately, just before our planned trip, our baby fell ill, and we had to rush to the hospital, preventing us from traveling. We immediately contacted the hotel and provided all necessary documentation through our family and friends who were able to travel, including hospital reports confirming our situation. Despite this, the salesperson, Raymond, refused to offer any refund and said the only alternative solution is just to give us a grace period for 1 month to travel which is not doable for us as already all our friends travelled during the mentioned dates. This was incredibly disheartening, as our inability to travel was due to unforeseen circumstances completely out of our control. We attempted to escalate the matter and reached out to the hotel reception as we couldn’t reach to the hotel general manager, but unfortunately, our efforts were fruitless. It was evident that the hotel sales person priority was solely focused on financial gains rather than understanding and empathy towards our situation. As a customer, I believe that in situations of force majeure like ours, a more compassionate and understanding approach should be adopted. Unfortunately, our experience with Dahab lagoon club and resort left us feeling neglected and frustrated. We urge the hotel's general manager to address our concerns promptly and provide a resolution that reflects a commi**ent to customer satisfaction.