Ingrid J

SHOCKING CUSTOMER SERVICE

We are guests from the United States- I have never seen such poor customer service. Ever. Here is an excerpt from the letter I wrote to the general manager ( which explains what happened) who HAS NOT RESPONDED. . ...., we were booked into the Kruger Park Lodge from September 30th through October 7th! We decided to go to the Kruger Park from Monday the 3rd thru Thursday 6th. I personally went to reception on Sunday night to check in that this was okay and did I need to report to anybody. I was assured this was fine. We left early Monday morning and came back early afternoon on Thursday the 6th to find EVERYTHING that we had left there was gone. I reported it to reception, and housekeeping came by and questioned if we actually left belongings and food here. They tried to pacify us by buying us a packet of food (that we do not eat) at Checkers, to cook in an oven that housekeeping had pointed out was broken. ......And a half hearted "sorry". We went to reception to find you, but spoke to the on-duty manager who seemed to know almost nothing about this situation. It stuns me that that housekeeping can assume that we have checked out, take all our items, not check it into a lost and found, or contact even us. We have paid for accommodation till friday, for the full week.......... We are guests from the United States- having our belongings stolen, told it wasn't true, and not addressing this by any acceptable means, is not the way to treat your guests. This is not an inexpensive place to stay - buyer beware