HA
Husnaa A
Active since Nov 2023
2
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2 reviews18 months ago
We buy cars
Urschelin from We Buy Cars has provided an excellent service throughout my transaction with him. He went out of his way to ensure that my car was bought from me at a reasonable price and delivered good customer service.
53 replies
29 months ago
Terrible experience and service at the Royal Palm Hotel
To whom it may concern, we had booked a penthouse suite and a double room at the Royal Palm Hotel in Umhlanga, Kwazulu Natal via the Agoda website for the 25/11/23. All the beds were extremely hard and therefore we could not sleep and these poor quality beds in all the rooms caused us bad back pains. One of the rooms toilet handle was broken and toilet was leaking, this was a horrifying situation especially for a reputable hotel like the Royal Palm. Furthermore the tap in one of the bathrooms in the penthouse suite was not working therefore 4 people resorted to using one bathroom sink. We had tried to call reception multiple times to report the issues and there was no answer. After finally getting through to reception after 2 hours and complaining about the poor quality beds to the night duty receptionist, Danny, there was no attempt whatsoever to resolve the situation. Danny was unresponsive and uninterested toward the issue at hand. The card to access the door after the lift, was not working, and we had to go to reception 3 times at 1:30 am to get it sorted out. After a sleepless night on the poor quality beds, one of the occupants of room 215 who has diabetes and claustrophobia experienced a traumatic incident when the lift was stuck at 9am for a full 5 minutes on the -1 floor where the doors refused to open and after pressing the alarm multiple times, shouting in panic and hyperventilating in which there was no response from hotel staff, she had to physically open the doors with her hands. After all these complaints were lodged with the weekend reception manager Vinall Sasdal, his only response was that he would speak to maintenance. He then proceeded to tell us that if we had any issues with the hotel, we should report it to Agoda since we booked via the Agoda website . I found that to be a very poor response coming from a hotel manager. He handled the situation very poorly, and did not offer any assistance or solutions to the situation. He merely brushed it off and continued to resume with his day. We were extremely shocked and frustrated and after pressing him to get into contact with his superior, James, we were absolutely appalled. James was extremely unprofessional and very rude. He has no way to talk to guests and brought up his personal life as an excuse to why the situation could not be resolved. He then went on to say that we are welcome to report his behaviour. upon reporting the incident to him, he laughed at us and mocked us and told us that he is going to tell security to escort us off the premises if we don’t leave immediately. I was absolutely disgusted by James behaviour. We had also asked the weekend manager Vinall to ask housekeeping not to clean our rooms while we resolve the issue at hand as all our personal possessions were inside the rooms. Initially the housekeeper came in at 9am before the usual checkout time, without warning, opened the door and let herself in. We then told her that we had gotten permission for a later checkout due to the issue at hand. We also requested her and reception to bring us some towels, and we did not receive any. When we got back to our rooms after going to reception, the housekeeper had already cleaned the room and left our door opened along with our personal belongings for anyone to walk in and take whatever they wanted. We had also found that the handbag of the one of occupants of the penthouse suite was unzipped when we got back to our room. I will never visit Royal Palm Hotel again. This has been the most frustrating interaction with supposed professionals who are meant to be hands on in the customer care department. We forwarded our issues to Mark Watkins, the head of The Royal Palm and he responded very poorly by saying that he was “proud of how his team handled the situation on Sunday”. Mark did not even address the elevator incident and the fact that house keeping came into the room without our permission and a handbag was opened. I was absolutely appalled by this response, Mark had no intent of even attempting to resolve the issue. We had even emailed our complaint to The Bon Hotel which recently bought The Royal Palm, and we have not received a response from them. We intend on this complaint reaching
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