A night of inconvenience, vs a night of rest.

My husband and I stayed at Zimbali on the 23rd of May 2025. We arrived late, checked in after 8pm, went for dinner and returned to retire for the evening.

At 10pm we identified a challenge with the aircon not being operational. I informed reception and the technical team was sent.

I detailed on WhatsApp the how the rest of my evening panned and the sheer inconvenience we were exposed to due to this issue.

Too date, not even an I'm sorry or anything from Zimbali The Capital to address my write up, 7 days later.

What has happened to Customer Service? Why project 5 star and not award it to guests? What criteria symbolize this 5 stars, and what should it take to have those stars reduced?

There is a serious need to review the service levels at Zimbali Capital Hotel.