Appalling services that were shown to Hon. Member Kgalalelo Makgokgowa

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Gaopalelwe Mocumi <gaopalelwemocumi@gmail.com> 6:51 AM (19 minutes ago) to huntersrec, huntersrestna

My partner booked herself and slept on Saturday 17/05 in preparation of her work commitment that would start on Monday19/05. On Sunday 18/05, she rebooked herself again but sadly she was admitted at the Peglerae Hospital, I had to drive from Mafikeng to Rustenburg and once visiting hours had ended, I went to ANEW and they were able to allow me to check in with both my driver license and hers as well. On Monday, the booking that was done by her workplace which is the NW provincial legislature through a travel agency commenced, and I advised them that I will come back later during the day because her surgery was scheduled for Monday evening. When I got to ANEW around 8-9pm, I was able to be assisted to check-in, again with both my license and her as she was in communication within reception regarding her admission. I brought her back from the hospital around 12am midnight after being discharged.

The appalling bad service started Tuesday morning when she called to ask if breakfast can be brought to the room due to the fact that she was still in pain which they refused, I had to go to the Hotel and speak to the manager on the floor and he allowed me to dish up for her and take the food to the room which I felt based on the circumstances I had explained that it should not be a difficult thing due to the fact the client had stated her condition of not being able to come to the restaurant.

This morning when I went to breakfast, I was advised by the same kitchen manager that Vivian and Anna needed the person whom the room was booked in, I advised them that she is in the room due to her condition, I then called her to call the reception. She was told that there can't be two people in the room due to the booking signaling one occupant, she tried to explain to them the reason for my presence which was based solely on the fact she was admitted and had surgery, and it would be difficult to do certain things alone without my presence.

I tried to explain to both Vivian and Anna as well regarding the circumstances but insisted it can only be one occupancy; I advised them that the booking was made through her workplace and cannot be amended and pleaded with them for leniency due to the fact that I came there based on her condition.

We were forced to terminate the booking to seek accommodation somewhere else based on the poor service and lack of empathy that was shown by the staff, and if the management can check their records, me and my partner( Kgalalelo Makgokgowa) have been booking at ANEW for its great scenery and tranquility but never have we experienced such appalling service based solely on the fact that she has her partner within the room due to unforeseen circumstances.

She will be sharing her experience with her colleagues so that they know the type of service she experienced. I even tried to explain to Vivian and Anna that most members of the NW provincial legislature travel with their respective partners due to the type of work that they do that requires long hours driving due to oversight and the aspect of safety as well but that fell on deaf ears.

We had truly thought ANEW would be our destination seeing that the legislature would be doing its oversight work in BOJANALA this quarter but that won't happen at all, and we will encourage others to seek alternative accommodation in Rustenburg.

We hope this wrong can be rectified and the staff (Vivian and Anna) to be trained regarding empathy and Treating Customer Fairly principles.

Regards Gaopalelwe and Kgalalelo 0718236421 and 0603593508