Devona M

Complaint Regarding Disappointing and Unhygienic Stay at Durban Point Waterfront

I hope this message finds you well. I am writing to express my profound disappointment regarding my recent stay at the Durban Point Waterfront. Despite our excitement for this visit, our experience was marred by several significant issues that have left us deeply dissatisfied: 1. **Poor Communication:** Throughout our stay, we had to contact reception about 20 times before we received any response. This level of service is unacceptable. 2. **Late Check-In:** We were not allowed to check in even 30 minutes early and had to wait until 14:00. When we finally did, our room was still being cleaned, with staff mopping, cleaning windows, and sweeping the balcony. 3. **Air Conditioning Issues:** The air conditioning in our room was not working. Despite informing two staff members who checked it, we were told to wait another hour for it to cool down, which it never did. 4. **Unhygienic Conditions:** Due to the heat and humidity, and our tired 1-year-old and 11-year-old children, we reluctantly accepted a downgrade to a canal view room instead of the Harbour view room we had booked. This room was priced the same, yet we were still charged the original price. Within less than an hour of settling in and putting my one-year-old son down for a nap, we discovered that the linen had not been changed, with visible urine stains from the duvet cover to the sheets and base. The supervisor confirmed these were old stains, which is entirely unacceptable and unhygienic. When the cleaner came, she claimed to have changed the linen, which is highly concerning. This situation is so disappointing that it makes one wish the staff could undergo polygraph tests. 5. **Lack of Towels:** Additionally, there were no towels provided in the room, and we had to wait for 2 hours before receiving them. 6. **Unpleasant Staff:** The staff were rude and unhelpful, and when we raised these issues, they simply stated they were too busy. This level of customer service is not acceptable. 7. **Dirty Environment:** The area in front of our door was dirty, with bin packets and other debris as we entered, further contributing to the unpleasant experience. This has been the worst stay we have ever had, and it is not what we expected from an establishment like Durban Point Waterfront. We chose your accommodation based on its reputation and were incredibly let down by the reality of our experience, despite booking this stay 2-3 weeks in advance. I got feed back from durban point water front and they blame my innocent kids. I have pics of linen with old and dry urine stains as mother this is truly sad. Even supervisor from durban point water front said it was old and dry. Customer service very poor.