Ricky H

THE BIGGEST DISAPPOINTMENT WE HAVE EVER EXPERIENCED

<p>This is, simply put, THE BIGGEST DISAPPOINTMENT WE HAVE EVER EXPERIENCED. It's Tuesday morning just before 09h00, my wife and I are still in bed, reason? No water! Can't use the toilet, can't brush our teeth, can't even have a drink of water. We have been here since Friday. We are booked in to their "Honeymoon Suite" make no mistake very nice room but since we have arrived we have been met with incompetent staff that put the phone down in your ear and are rude, a general manager that wants nothing more that to challenge every complaint, quite aggressively I might add, because her staff is never wrong, our shower in the room hasn’t worked properly since we have arrived, reported it the 1st day and was told nothing they can do, municipality issue, reported it the 3rd day as the problem had got worse, maintenance came to the room and I showed them the problem, they agreed that there was a problem and assured me it would be rectified. Called the receptionist that afternoon to find out if the problem was solved, I was told he doesn't know but will find out and call me back immediately. One hour later, still no call back, I call again, reception still haven't called maintenance because they don't have their numbers. I ask to speak with the "reservations manager" and the phone is put down in my ear. I call back, they hear it's me and again drop the phone in my ear. Arrive Back at our room, now the shower doesn't work at all, they send maintenance again, try and do a quick fix, temporarily gets something right, we leave for a night out and upon out return, no water at all, I call this morning and all I get again is “sorry nothing they can do” they will have to move us to a different room, a massive downgrade I might add and the room have a tiny shower in that I can't fit in.  After much fighting they agree to put us in a family unit, still a big downgrade but a bit nicer, so we pack up and move rooms, we head out to the beach for the day, upon our arrival back at our room my son want to go shower, NO HOT WATER!!!!!!!!  I immediately call reception again. They say they will send maintenance.  One hour later, still nothing. We have to drive back 750 Km to Pretoria the next day and again we can’t get clean. I call the reception again and ask that the manager also please come and see me.  As i put down the phone maintenance finally arrives. He opens the hot water tap and says the will have to get all his tools and climb into the roof and see what’s going on, he believes it to be the thermostat or the element it could take up to 2 hours, it is 21h30 now.  He disappears to fetch his tools. An hour goes past the manager arrives at the unit and asks me were the handyman is as his tools are outside, I reply that I haven’t seen him since he said he was going to fetch his tools. She put another rooms key on the counter and says we can go and shower there, I confront her angrily as to why the room was not checked before moving us , she has no answer for me and walks off. Another 20 minutes pass still no handy man. I call the manager again, she says he was just with her, he has told her that he told me he can only fix it in the morning, I tell her he is lying he hasn’t been to the room at all, she says she will send him immediately. At about 10h45 they finally arrive back at the and when I ask him why he lied he had no answer for me, he proceeds to start to repair the geyser. About 20 minutes in to the exercise I hear water dripping, I ask him where it is coming from he says not to worry, it is running outside the room down a drainage pipe so I ignore it, I get up to use the bathroom and as I walk in to my bed room the water is pouring out of the ceiling and the room is flooded. I again call the manager she says there is nothing she can do and sends a member of her staff to come and mop up. My wife and I ended up having to sleep in that wet mouldy smelling room for the night. Next morning upon check out I was told that they could not compensate me or refund me in any way for all the trouble as the GM was away, she would call me as soon as she returns on the Friday, and this was on the Wednesday. As to this date NO ONE has called me to make any sort of apology or amends.<br /> <br /> My Wife and I have been very fortunate to have stayed in very many guesthouses, hotels, lodges of all different ratings and standards but this is BUT THIS IS BY FAR THE WORSE SERVICE I HAVE EVERY EXPERIENCED BAR NONE!!!!!!!!!! What makes it worse is that it is actually such a nice place, but the incompetence of the management and staff makes it unlivable. SO SAD! </p>