Fairway Hotel, Spa & Golf Resort
2.8|21 reviews
AS
Allwin S
1 reviews | Active since Member
16 Apr 2022, 15:14
Utterly distrusted and poor service and poor articulation and communication
I’m utterly disgusted by the service given by this hotel in Randburg. I should have seen it coming because it started on Thursday when i made a booking with Yvonne and when I followed up my booking was not registered on the system. I spoke to the manager Emmanuel and he tried to assist me with making reseversations, I booked for the century package and got a separate quote to include my son. After his email I specifically asked him to call me to articulate the response. We agreed the package will be for a couple and my child will be quoted separate for both nights. I got here same story he’s not available and there’s a new manager Mike who completely tells me my package cannot be accommodated for 2 nights while I had a lengthy conversation with Emmanuel the whole of Friday. I checked in and im supper disgusted why even continued with this booking. The stuff here suffers with communication and articulation problem, I went to Glenburn I never experienced the very same problem. After coming back from the massage Mike says the deal excludes dinner for my son he spoke to Emmanuel. Im exhausted and I keep getting stories twisted all the time. Now Mike has left I speak to another manager called Faith who is standing in on behalf of Mike the story changes again not only now do I need to pay for dinner for son but for breakfast for both nights. I will never ever again come this place and I refuse to pay because everything was cleared up. The decency of all them to let me know they won’t be in at work after speaking to them it’s disrespectful. I’m not sure if the leadership here understands the people that they have employed. I regret paying so much money. I went to Balaika is Sandton the service is eceptional and I’m pleading to people to never ever book here. I’m shattered considering I took my hubby out here to unwind after burying his father last week but all I’m doing is explaining and sorting out admin issues, I’m supposed to be here resting but I’m extremely disappointed
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Replies (74)Fairway Hotel, Spa & Golf Resort's replyOfficial
21 Apr 2022, 06:02 Good day Mrs Segooa, Thank you for your review and the valuable feedback given. All feedback is extremely important to us to ensure that we deliver the best possible service. We do apologise that your stay was not up to your expectations. We always strive to meet and exceed guest expectations. With regards to the communication issues you experienced, we do have a full team that can assist and staff do work shifts and are not always available at all times. Handovers are done to ensure that any relevant information is passed to the next shift. Emmanuel did inform me the day before your arrival of your discussion as well as send me the email sent to you detailing the cost breakdown. On your arrival, we did discuss what was included and I also applied a discount on your total bill. I also contacted Emmanuel during the day to reconfirm what was discussed. Later in the evening I did leave handover with my colleague Faith and gave her said email to confirm with you. The following morning we spoke again and I also discounted your sons breakfast in full to accommodate you as best we can, and then again reiterated what was included and not. While we fully understand the frustration of having any communication issues, we were in contact with you the entire time, and the package outline was sent to you in writing prior to your arrival and then again confirmed once you did arrived. Furthermore, your total bill was discounted to the value of R820 which amounts to more than the total cost of the food for your son. Again we apologise if the experience was not up to your expectations. Our intention is always to ensure that guests have the best possible stay. Should you wish to book again with us in the future, I will personally handle the reservation to avoid any potential miscommunication. Kind Regards, Mike Mileman | Front Office Manager The Fairway Hotel, Spa & Golf Resort
Best regards,
Fairway Hotel, Spa & Golf Resort's reply21 Apr 2022, 06:02
Official
Good day Mrs Segooa, Thank you for your review and the valuable feedback given. All feedback is extremely important to us to ensure that we deliver the best possible service. We do apologise that your stay was not up to your expectations. We always strive to meet and exceed guest expectations. With regards to the communication issues you experienced, we do have a full team that can assist and staff do work shifts and are not always available at all times. Handovers are done to ensure that any relevant information is passed to the next shift. Emmanuel did inform me the day before your arrival of your discussion as well as send me the email sent to you detailing the cost breakdown. On your arrival, we did discuss what was included and I also applied a discount on your total bill. I also contacted Emmanuel during the day to reconfirm what was discussed. Later in the evening I did leave handover with my colleague Faith and gave her said email to confirm with you. The following morning we spoke again and I also discounted your sons breakfast in full to accommodate you as best we can, and then again reiterated what was included and not. While we fully understand the frustration of having any communication issues, we were in contact with you the entire time, and the package outline was sent to you in writing prior to your arrival and then again confirmed once you did arrived. Furthermore, your total bill was discounted to the value of R820 which amounts to more than the total cost of the food for your son. Again we apologise if the experience was not up to your expectations. Our intention is always to ensure that guests have the best possible stay. Should you wish to book again with us in the future, I will personally handle the reservation to avoid any potential miscommunication. Kind Regards, Mike Mileman | Front Office Manager The Fairway Hotel, Spa & Golf Resort
Best regards,