UNACCEPTABLE SERVICE

I've addressed my complaint to Mowana spa and Gin School on 21 November and have not received ANY response from them. Not an acknowledgement or a sorry... Herewith my letter to them. I am writing to express my disappointment with the Spa & Gin Tasting Package we took for Anchor Stockbrokers. Our booking was confirmed on the 2nd of October and paid in full on the 3rd of October for the 20th of November from 12h00 onwards.

Unfortunately, my/our experience did not meet the expectations I/we had based on our past experience and the description of the services and the reputation of the Indaba Hotel, Mowana Span and the Gin School.

1. Lunch

The waiters were not friendly, and we almost had to beg them to bring us a drink. We had a lady that was late, and it was another mission to get her a drink.

The one waiter then rumbled off the program and when I asked her to slow down and just wait 5 minutes till all guests have arrived, she was very unfriendly and said we must repeat to guest/s not yet at the table.

2. Spa The Spa treatments in general was good, but I’ve never heard that you put a man and woman into one room for a full body message if you don’t know if they are a couple and/or if they’ve specifically asked for it.

I was placed in one room with the male member of our team (also our Financial Director) and did not appreciate it, and neither did he.

We were not consulted on it and neither were we warned or informed of YOUR decision to place us together.

We are both married and from different cultures.

This was unacceptable behaviour and not expected from a well know spa like Mowana. Our FD was very upset and left directly after the message.

3. Gin Tasting @ Gin School On the afternoon before our Year End Spa & Gin Tasting (@the Gin School) had to take place you informed us that you are sorry, but you had a double booking. The only way that you can assist us is by slotting us in earlier the morning. I’ve numerous times told you that we can only be there at 12h00 for the spa treatments followed by the tasting experience. Both the spa and the gin school confirm availability and based on that we secured the booking.

After the spa treatments no one knew where we are going, and I had to go and ask if someone is taking us to the Gin School or do we need to walk. The people at the front desk scrambled to find out what is going on as they did not know. After about 10 minutes they confirmed that they we are going to the Gin School and that the driver will pick us up in front of the Spa.

Our company CEO was already at the Gin School waiting to join us as we were told that the tasting starts at 15h00 at the gin school.

On arrival I found that there is no one and certainly no one is expecting us to be at the Gin School. Nothing was setup. In the past a Gin table was on the patio and a waiter will offer the guest craft gin (which we pay for) and they will chat informally about the gin before we enter the tasting room with all it ambiance, trimmings, etc. Needless to say, there was nothing of the sort.

Once again no one knew where we are or should be going to.

I then phoned Deborah, to find out what is going on. Deborah then told me oops, we are at the wrong place the tasting will take place in the ****tail lounge, but don’t worry we are just looking for a driver to come and pick you up.

The impression that this left with us as a group and our CEO was not favourable.

When we were dropped off at the ****tail lounge, they were unaware of us coming for the tasting. No prep was done for the group and our CEO and I landed up moving the tables and arrange seating for our group. The highlight of the tasting was the lady that presented the Gin’s to us. Due to her service we bought 8 bottles of gin.

The overall service feels short of what I had anticipated. Poor customer service, support, various delays, inappropriateness, etc.

I would appreciate it if you could address this matter and offer a resolution. I believe in giving Indaba, Mowana Span and Gin School a change to improve , and I hope that you will take this feedback seriously to ensure future customers receive the quality service they deserve.

Thank you for your attention to this matter. I look forward to your response.