Kurumba Lodge - poor guest service

VERY POOR SERVICE

I stayed at the Kurumba Lodge, Polokwane on 4 July 2018.

I checked in at 14:00 by a not very friendly receptionist, who directed me to my room... 'over there to the self-catering unit, number 35'. 'Over there' was a walk through the carpark, past the rubbish bins, but I couldn't find number 35. Eventually I asked a gardener who pointed to a building. There was no number of it, but he assured me that it was mine.

I entered the room and it looked fine, so I left to go about my business as I wasn’t going to return until later that evening. When I shut the door, the whole handle came off in my hand. I reported it to the gardener, who happened to be there, and he said that he would fix it.

I returned at 21:00 and parked in the carpark. I had been given a gate button, but the electric gate was already open (and remained open) – and was therefore accessible to all and sundry. There were no lights or any security to my room, and I had to walk by myself in the dark. It had looked okay during the day, but at night, in the dark, felt extremely unsafe, especially knowing the gate had been open.

I rather cautiously entered the room and checked everywhere for safety. The kitchen light was not working, but I had not planned to use the kitchen that night. I used the bathroom and found there was no toilet roll. I called the reception, who sent some one over to my room, as I was not happy about walking back out in the dark. I queried whether being ‘self-catering’ meant that I should have brought my own toiletries – I was told that the room had been serviced. There was no soap in the bathroom though, which for R780 for the night, I at least expected. I requested some soap for reception, but this did not appear.

With it being July, it was very cold, so I decided to have a hot bath – unfortunately, there was only luke warm water – not satisfactory. I then decided to make myself a hot drink, and found one tea bag in the kitchen, but a box that was clearly meant for complimentary coffees etc.

With no hot bath or hot drink. I went to bed – I looked for the blanket – there wasn’t one!

I checked-out of the room at 07:30 the next morning to go in search of breakfast. I informed the reception of my unhappiness with the room, and security. I was told that the toilet roll was an error, but I wasn’t entitled to a hot drink in the room.

REALLY KARUMBA LODGE …. IS THIS THE BEST YOU CAN DO!!

I had paid R350 deposit, and then had to pay the remainder despite my dissatisfaction with the service.

Please see Dropbox link, which I will be posting on social media and sending to the travle company that i booked with.

https://www.dropbox.com/s/oiwiwc4kkogow6g/Karumba%20Lodge_COLLINSON.mp4?dl=0