Symone G

Utterly disappointed

I booked 3 two bedroom apartments and 2 one bedroom apartments for 7 nights from 4 October to 11 October. I paid a deposit that was greater than the required 50%. Upon arrival at Mint Rosebank, I provided my details and the team began to check us in. The check in process took us over an hour and a half because the reception staff noted that they were fully booked and did not have two bedroom apartments - despite me booking this well in advance. We had to take one bedroom apartments without the amenities that were paid for. I still expect a REFUND for this!!!! I stood at the reception desk for over an hour and a half explaining multiple times what I had booked and what they were offering me. Further, I clearly explained previously that we were a sports team here for an official national tournament and we would all need to be together. We were all placed on different floors and split up. Once all this time had passed and we had to take the individual rooms assigned to us - the reception team provided me with my amount left to pay - it was MORE than the remaining amount as per my quote and invoice. At this point, I was extremely frustrated and explained that this is not the amount that I owe. I had to get my laptop and provide me with the invoice and quotation that they had sent. Please bare in mind, that my original invoice and quote was MORE than the website prices which I queried and they noted that the website prices are specific for one day (which does not make sense) but we continued with our booking. This should have been our first sign to STAY AWAY from this establishment as they have false advertising! Once I proved that they were trying to overcharge me, they got another member involved and made a phone call. After another half an hour, they finally began taking payment. This entire time our team was seated and waiting in the foyer for all this time! When it came to my room, they noted that they will give me the MMS room to apologise for this entire ordeal. We accepted their gesture. On Monday evening (6th Oct) when we arrived at the hotel, the receptionist called us to inform us that they would be moving us from MMS and they have other rooms available now. I told the receptionist that this room was given to us as an apology and all our items were unpacked and we did not want to move now. No one said we would be moving when another room became available. He seemed like he understood my concerns and said he will let his manager know. The following night (tuesday 7th Oct) when we arrived at the hotel, we entered our room to find THAT ALL OUR STUFF WAS GONE!!! THEY HAD PACKED AND MOVED OUR STUFF!!! This was done without our permission!!!! We immediately went to reception and they said they thought the manager had called us and they were instructed to do this. I showed them my call log and provided my number again to tell the manager to contact me IMMEDIATELY! I was absolutely shocked that any establishment would pack up your stuff and move it without your permission. We had no choice but to go to the new room - our stuff was thrown into plastic bags (toiletries, clothes etc) and left in the new apartment. It was absolutely unacceptable. We complained to the reception the next morning who assured us that management would be in contact to apologise. Up until this day, no one has contacted us! Our times for our tournament began each morning at 7am and ended after 10pm, therefore I could not get the manager in person as their working hours did not coincide with my times at the hotel but we never received any phone calls or courtesy messages even after asking every day to speak to the manager! At this point, we just wanted to get out of there and for the booking to end. To top it all off - another team's room had a RAT in it - on the fourth floor! We have video evidence to show this and we immediately told reception. The rat was under the fridge! What kind of establishment is this???! We also did not have hot water for a day and had to shower with cold water! Completely and utterly disappointed with this place and will NEVER stay here again nor recommend anyone else to! I will be taking my review to Hello Peter and all platforms that I can!!!!!!!