Hole In The Wall Hotel Pathetic service & Experience

I booked a 4 bedroom Chalet at the Hole in The Wall First Group Hotel. I had called several times to check if protocol were in place due to the level 3 lockdown. I was given rude remarks from the staff. I was told they sell a resort experience and not a beach experience. I travel from Pretoria to Eastern Cape to find they allocated me a backpackers lodge and it was horrific. I went to reception they said it’s the online bookings fault and they don’t work together. What the site sells you and what you experience is chalk and cheese these people are misleading the public and it’s daylight robbery.

The alternative they put me in 2 separate chalets which I had to clean and everything was dirty and unsanitary. It is 3am I cannot sleep as I write this review. The place smells pathetic, they lie and cheat you. I even saw the floor plan for the chalet I was booking and now it is given to someone else. How can this be. They are pathetic, there’s bugs falling from the ceiling there are spiders in the bunk, my husband had to sleep in the lounge on the couch as my daughters and I attempted to share the double bed. We are exhausted and dissatisfied. My rest of the family are in the 3 bedroom chalet away from me and it’s not what we planned for. We brought food and amenitiesto share but this experience was not possible. We had to after traveling more than 16 hours to get here we had to clean. The shower is clogging, the couches and stoves are dirty, everything is run down. They don’t respond to emails but will quickly take your money and hide. Pathetic, unprofessional service from a Hotel Group, I’m reduced to tears in this fatigued state. Never book at First Group they are pathetic. They’ll rob you without a care in the world. The call centre are clueless dodgy ****py unskilled staffwho have no idea about their establishment and they just don’t answer calls because they just want your money then they dodge you hoping you’ll go away. There is no signal and everything sucks big time. Don’t fall for the website and the pictures they send to confirm your booking it’s a old smelly, run down ****py place that isn’t worth the effort, money a drive to risk your life for a pathetic resort experience .