False advertising and Disappointing customer service

Even a 1star is too much... They deserve a minus Zero!!!! This is the email with my story that ive emailed to Nibela

What a dissapointment it was at Nibela. I will not recommend to others or ever go back. Firstly i began calling around 4:30 to advise of expected arrival time as there were delays as i was driving from Durban yesterday. By 7:30,i realised that since Google Maps was advising ETA to be in over an hour, i called and spoke to Sbu who assured me that they will reserve food in my room as the restaurant closes at 8:30, and I appreciated this since we were very hungry.

I had never been to Hluhluwe and when we became worried since maps couldn't pick up directions anymore, i phoned and expressed my concern to Sbu, who was very careless. I called again numerous times and all times Sbu answered and even when I requested that someone meet me halfway since it was dark and I was afraid he told me he cant do that im not lost, i must just keep driving straight. At 10:30pm,i finally got there pressed the buzzer and gate was opened. I was so disappointed that though I had called numerous times he couldn't even meet me at the parking, to reassure me and atleast joke about the worry i had for the past couple of hours.

Nevertheless we went onto check in. Sbu was very unwelcoming, especially when we asked about activities in which we could participate. He expressed that our expectation of a game drive in the reserve would not be met,as they don't do such... Although i showed him that on the website Sodwana bay and Hluhluwe reserve are mentioned as areas that the lodge offers activities in. He said i should take that up with booking.com as that is where id made my booking.

Concerned as the main reason for traveling was to see Hluhluwe game reserve, i went on to enquire if whether or not there was a sister company in or closer to Hluhlwe, and instead of assisting he advised that he cant help me even to check in as there was a balance of R470, mind you i was aware of the balance and having paid R4230, that balance would not have been an issue.

We went on to go to our room as we were tired and the cold welcome had disappointed us to the extreme. When we got in the room we were grateful for the food, but it was cold and there was no microwave. We called at reception and there was no answer. Which shocked us as Sbus response to the question why didn't he come to welcome us at the gate especially after so many distress calls was that he had to be at reception and tend to incoming calls... So it shocked us that he couldn't answer the call then when we wanted to enquire if whether or not we could warm the food.

We retreated to bed tired, disappointed and hungry. This morning when we went to reception to enquire about an iron, he rudely told me that i should have brought my own. So both my partner and I went to breakfast without having ironed clothes. After breakfast, my partner tried to calmly express our dissapointment seeking to get assistance especially with game reserve activities he went on to very rudely tell us that he can't help all he needs is payment for the cooldrinks, which mind you we didn't even drink with the cold food.

I had made a full payment to check out tomorrow, but as i write this email, i am back home in Durban and extremely disappointed at service received at Nibela.

Beside the bad service from receptionist Sbu, I feel extremely ripped off as advertising expresses activities in Sodwana bay and Hluhluwe game reserve, but upon arrival we found that we are expected to travel there and back ourselves, regardless of the long travel time to Nibela itself.

Thank you for rubbish service and false advertising.... Ill be sure to also post on Hello Peter so that any others who may be interested in coming to Nibela will know that customer care and satisfaction is last on your list, the only thing that matters is payment!!!