Mistreated by Club Manager

<p>I refer to an incident that occurred on 17 June. My family and I were visiting the place again as we had been there 5 years ago and had a terrific time. We were greeted at the entrance by the Manager- Grace Brink screaming at the staff. When she had taken the time to notice me I had greated her with a hello. As per normal I entered the reception and went to check in whilst my baby, husband and brother sat and waited in the car.</p> <p>Upon registration, I was treated very rudely by the manager. She had asked how many people we were and we were going to be 6 adults and 1 baby. She then screamed at me telling me that we are overcrowing the place and that she had a unit which burnt down and its ridiculous that we think we are going to be overcrowing the place. I preceded to explain to her that I was invited as a guest by my father so can we wait for him to arrive as I am unaware of what occured between himself and the holiday club.  She continued to say that I should not have attitude with her etc. All of which there was the receptionist present as a witness. I never raised my voice at her or spoke to her in a disrespectful manner and was completely shocked when she told me that I was having attitude with her.  I called my father to explain the situation as he was on the way. She had then given us the keys as I had asked if I can go in as I needed to feed my baby. My father had called the holiday club and she had already told the holiday club that I told her we are 9 people and not 6. When all the documents that I had registered for clearly indicates 6 to which she had co-signed next to where I had registered. In presenting us the rules she had harshly reinforced the rule of no smoking to which I said that is not a problem as no one in my family smokes. She had said that I MUST read the rule book and if we dont comply she can kick us out. So in the unit we had read the rule book, to which there is a section about overcrowding which says please refer to page 3. My husband went to reception to ask for page 3 as it had been missing fromthe book. The receptionist then handed him another book to which page 3 was also missing. He then came back to the unit. Grace and her husband soon after was screaming in the kitchen at my husband saying that she believes he has a problem. to which my husband's response was "No I just wanted to read page 3". She screamed at us saying that she told the staff that they must remove page 3 because she was in hospital etc. The conversation continued with her storming out of the unit threatening to throw us out. All of which during this time we had remained calm as we were invited so we did not know what the situation was when the booking was made.</p> <p> </p> <p>My husband and I are both from Johannesburg working in the hospitality sector. So we both are fully aware of how guests should be treated as we deal with international and local guests. We are an inter- racial couple which my only conclusion after seeing the way she speaks to her African staff is that she could be a racist or maybe just angry at the world.</p> <p> </p> <p>The resort during that busy weekend had no activities. The resort is poorly maintained. The Kitchen cutlery and crockery had never been checked as they were all from different sets, the bedding had cigarette holes in it, the washing line had fallen and rusted, the trampoline and swing area was not maintained. When a guest had asked about the saturday braai, Mr Johan Brink's response was: "we dont have a good turnout so we dont do it" to which my shock because no one had even enquired if the units wanted to participate.  The staff who wish not to be mentioned said that this is the way Grace is all the time, screaming and shouting at them.</p> <p> </p> <p>The way the situation was handled was totally unprofessional. Should there have been an issue with the booking then she should of approached the holiday club who had made the booking and not have screamed at her guests. She is damaging to the business and I can without a doubt never recommend anyone to Club Hacienda in the near future. How sad it is that such a beautiful resort has gone down. The previous managers, Gert and Marie were so friendly and developed a relationship with each of the guests. We never received an apology upon us leaving and what was supposed to be a specially occasion with my parents as it was my dad's birthday, my parents anniversary and fathers day left us in damp spirits.</p> <p> </p>