NM
Nikiwe M
Active since Aug 2022
2
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2 reviews12 months ago
Persistent phone line issue!
As a guest, I expected a much higher standard of service from a hotel that presents itself as a five-star establishment. The spa phone line has proven to be consistently unreliable. Calls frequently go dead, ring indefinitely with no answer or only to be dropped or ignored. This is not a one off occurrence, but something I’ve encountered on multiple occasions. On March 24th, I was able to get through on my first call to make a booking assisted by Karabo. However, when I attempted to call back shortly after to make changes to my treatment, I was unable to reach anyone despite trying several times throughout that morning. I was only assisted to change my treatment once I physically arrived midday that day. The same problem occurred last week when I tried to book a treatment for my sisters, who visited today (April 14th). They also struggled to get through—calls were either ignored or dropped after one successful attempt. This confirms a pattern, not a coincidence. On the day of my treatment, my partner even witnessed staff ignoring the ringing phone and commented on it afterward, completely unprompted. I called again today regarding another matter and requested to speak with a manager or supervisor. I was told the lines were down and that IT was working on the issue. Frankly, I find this explanation unconvincing, as I’ve been experiencing this problem since March, and the situation has clearly not improved. At one point, I was kept on hold for over five minutes without any response. This level of service is entirely shocking. A spa operating under a five-star brand should have a direct line or extension propt for consistent communication. Guests should not have to call multiple times or physically show up to get assistance.
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44 months ago
Bad Service
Definitely not reliable. Package should have arrived between 1-3 days took you 4 days. The biggest inconvenience! When you contact the offices [Johannesburg branch] the first lady I got a hold of hung up on me after I stayed 5min waiting for her to get back to me over the line. Your drivers don't answer calls which inconveniences the receiver. SLOW SERVICE!!
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1 Star
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