Disappointing Experience at Intundla Game Lodge and Bush Spa

After a long search for a couples' spa session to treat my husband for our 21st wedding anniversary, Intundla Game Lodge and Bush Spa came to the rescue on short notice with an opening for our selected date being over a peak weekend. However, my excitement quickly turned to frustration due to poor communication and a lack of attention to detail. I requested the info sheet via email and didn’t receive it by the same afternoon in order to choose my treatment and finalise the reservation, so I followed up first thing the next morning. I received confirmation for the timeslot and was asked if I would pay upon arrival, which I agreed to. Later that day, I finally received the info I requested, only to get a call shortly after to say there was a mistake with my booking. They had accidentally double-booked the timeslot, with another guest who had already paid for the session. At no point was I offered the option to secure my booking with upfront payment, which I would have done immediately. Both the client liaison officer and her senior gave me nothing but excuses and apologies. Apparently, the initial e-mail never came through due to an incorrect e-mail address, and there was a clear lack of communication within the team. Despite confirming the time with me, it seems no one bothered to check availability. It’s clear they’re more focused on quantity than quality, with little regard for customer service. If this is how the spa operates, I can only imagine the level of service at the rest of the lodge, and I would rather stay away completely. Incompetence at its finest—this situation left me with no spa options to treat my husband, ruining our special celebration. I sincerely hope they implement better systems and training to ensure this doesn’t happen to others in the future.