Natasha G

Fountains Hotel, Adderley Street | Experience from hell

Our experience at Fountains Hotel and the service was, and remains, incredibly disappointing. Even though Shariefa Bawa, the Financial Manager, promised to refund our money via email, we have yet to receive it. As our friends were visiting from Spain, we booked a night in the penthouse. As soon as we arrived, we discovered that the sliding doors to the bedroom and lounge did not lock. Despite leading to the balcony, it was easily accessible from the neighbouring penthouse where there was a massive party with very *****-looking people. Immediately, we asked if the doors could be fixed, but the repair person on duty could not help as he could not get parts at that hour (+-6pm). Our dinner plans were at 7.30 pm which we missed eventually, but the hotel manager on duty, Taswill Arendse, seemed unconcerned. We were then told that we could get separate rooms which were not guaranteed to be close to each other. Since we had minors, we could not take this option. Added to it, we would not get refunded the difference in price and the staff member informed us that the rooms would not be guaranteed to be of the same standard. We then had to search for another hotel which we finally were able to do. What a difference it was, and it was less expensive than Fountains Hotel and a proper 5-star experience. Taswill Arendse showed absolutely no interest in helping us. The scary part was that he even suggested that it was safe to sleep in the room without the doors locking. We had two teens with us, who would take that chance. I have followed up with numerous emails to please settle the refund so we can move on. The last email I received from Shariefa was on the 6th of April promising that the refund will go through on the 11th of April. I have not had a response. Please be careful when booking at Fountains Hotel. Customers do not come first.