A Disheartening Experience at Cradle Lodge and Health Spa

I recently had the misfortune of booking a surprise birthday treat for my partner at Cradle Lodge and Health Spa, nestled in the charming town of Hartbee****rt, a short 45-minute drive from either Johannesburg or Pretoria. What I had anticipated to be a serene getaway turned into a distressing ordeal that I would not wish on anyone.

Right off the bat, the lodge's website unfriendly interface, particularly for mobile users, was a significant drawback. It was impossible to view their packages on my phone, which created an unnecessary inconvenience from the onset.

The second issue arose when I phoned the lodge to discuss this problem and inquire about prices and different packages. Instead of understanding and assistance, I was met with annoyance and impatience from their staff. This lack of customer service was not only unprofessional but also extremely disheartening.

Thirdly, the booking process was equally frustrating. While I understand the need for a 50% deposit, the lodge's staff conveniently failed to mention that missing the appointment would result in forfeiture of the entire amount, not just the deposit. This lack of transparency was deeply unsettling.

Despite these hurdles, I persevered, making numerous phone calls and receiving different package prices each time from different staff members. After being told repeatedly that they were fully booked, I finally managed to secure a booking for the 21st of November. I made it clear that this was a surprise birthday present for my partner and made a full payment.

Unfortunately, on the day, my partner was running late. I called the lodge, hoping we could reschedule our booking. Yet again, I was met with an uncompromising stance. They stated rescheduling was impossible and that I would lose my entire booking amount, contradicting their cancellation policy of forfeiting only 50% of the booking amount.

As a result, I was left out of pocket by R2750 during these challenging economic times with no chance to reschedule. The experience with Cradle Lodge and Health Spa was deeply disappointing to say the least. Their lack of customer service, transparency, and flexibility has left a bitter taste, and I urge others to be cautious when considering a booking here.