Badly placed

Write a complaints report based on the following: Reservation 15877, ACCOUNT #: PMBE010629, GUEST NAME: Mrs S Bronkhorst

1. Complaint: When we arrived at the main gate our names were not on the the list. We were allowed entry based on the reservation document.

Reply: Please see attached extraction of our arrival list – The guests were on the gate list in Modjadji 42.

Reply on reply: My wife's initials are not M Bronkhorst as indicated on the list

2. Complaint: When arriving at reception we could see that we were not booked and they allocate us a house. That was a house the furthers away from the main camp.

Reply: Again, see attached our arrivals list, the guests were on the arrivals for Modjadji 42. Reason for the move from SB8 to 42: One of our staff members approved space banking for the owner for a full week, should only be a weekend. (unfortunately he is in hospital at the moment). We could not accommodate Mrs Bronkhorst in any SB unit for the full week as all te mid-weeks have other owners that occupied. As per the booking confirmation, the resort reserves the right to move guests to a different unit of the same sleeper size.

Reply on reply: My wife's initials are not M Bronkhorst as indicated on the list. On point 2 Mabula wants to distance themselves instead of take responsibility.

3. Complaint: We had a terrible week trying to save guard our belongings from the ******s. We had to close all windows and doors all the time, in a house with no air conditioning. Reply: We inform guests on arrival about the ******s and ******s to keep all doors and windows closed. As you are aware, this is a game reserve with free roaming wildlife. Reply on reply: On point 3 I think its time that they take action on it. I know its a game reserve, but why not installing something such as clearview doors, air conditioners etc.

Good Morning Mr. Bronkhorst,

I trust you are well.

We thank you for reaching out to us regarding your recent stay at Mabula.

We sincerely apologize that the resort did not meet with your expectations. Further to your mail, I sent your feedback to the resort management directly. Please see below their response.

Should you in future experience any issues during your stay, please bring this to our attention at the time, so that we are able to assist immediately, thus ensuring you a hassle-free and relaxing stay.

Do not hesitate to contact me should you require assistance with anything further.

Have a lovely day, and week ahead.

Kind Regards Belinda Beeton