BAD SERVICE-BAD STAFF-RVIERA HOTEL ON THE VAAL

The most terrible experience. So, I booked this accommodation about four weeks in advance, and booked it on their website. The rate was ridiculously cheap, I booked and received confirmation for 3 adults in Executive Suit and 2 adults in standard room., and paid only R2 500. It was supposed to be a celebration for my wife and four of her friends. I found out later that there was a special advertised on the radio, I would have not booked it, in anticipation of sub-standard service.

Firstly, i wrote a special requirements on my booking, if they can recommend any activities or other recommendations to make the stay more pleasant. I received no feedback for about two weeks, until I made a call myself. After a few days trying to get through to restaurant staff, i decided to drive (200 km round trip) to the establishment . I decided to make payment for the booking, the lady at the reception wanted to overcharge me about R400, when I ask her, why is she raising the rate, she corrected it without any reply.

Then i went down to the boat cruise (it was a Sunday), which is situated within the hotel, I wanted to book for a 2-hour lunch cruise, but then the lady seemed too busy and she said there is space and i must call and make payment the following day, which was a Monday. On Monday I send whatsapp as she requested, about 09h00 am, she respond only around 16h00, telling me the lunch cruise is fully booked. ?? They then said I must call on Wednesday

On Sunday, after leaving the lady at the boat cruise, I went to the restaurant. Here I wanted to enquirer and make booking for the buffet lunch and dinner. Here, they told me that I dont need to make a booking, they serve lunch and dinner every weekend.

On Wednesday, I call the boat cruise and they tell me, sorry we are fully booked, but you can book the buffet lunch in the hotel and come for a 1-hour cruise, which does not serve food. But the guy at the restaurant, said that I dont need to book. So I call the hotel to make this booking, and now I am told that the restaurant does not serve buffet lunch and dinner on Saturdays, they only do it on Sundays?? Oh, gosh.

My wife's sister then drives to the hotel, to kind of book a nice table for their celebratory setup. She confirms with the restaurant staff a particular table.

On the day of the check-in, I get a call from my wife's sister..the hotel does not want to let them in because the rooms takes only a maximum of two people. She put a receptionist on the phone, with so much attitude, she tells me that it is not possible that i can book for three people in the room, because all their rooms accommodate only 2 people. With so much attitude, like she does not see me as a paying customer, is like she is doing me a favor or something. I then sent to my wife's sister a confirmation, which she gives to them. Still unapologetic, and even more irate, they said they will sort it out.

Now suddenly a new room was made available, in an area which clearly still has some renovation work being done. The TV is not working, the shower over floods. In the morning, there is endless knocking from house keeping, intimidating the guest, throughout the morning because they received an report that there was an incident in that room. Their entire morning was spoiled.

So I called the hotel furious, and got through to a white man, who is apparently operations manager. In the middle of our conversation, i got so angry, i started swearing...and he started shouting and swearing back. Although it is not correct to swear, I am an agitated and unhappy customer, i have every right to vent. He on the other side, is a hotel manager and he has no right shouting or swearing to customers. The number one rule of customer management, the customer is always right! The truth is that he does not see me as a customer, to him i am a monkey, a ****** and they could care less about this complaint or even whether or not I return to their establishment.

So I went done to the hotel, so furious I could pop two bulletes in his head. I get the general manager, a rather more calm gentleman. He took me to the room and made remarks that suggested that the guests were smoking in the room, the alrms went off and people had to be evacuated. According to him the guest were smoking bubbly, damaged the carpet and the wall. I say this with utmost respect to him, but that is just bull****, that room was hastily arranged, that could have been an existing damage and it is absolutely rubbish. Instead of apologizing for poor service they would rather do a counter argument.

While the other lady was explain to me what happened, she mentions that the housekeeper visited the room and knocked, but the guest refused to open. After knocking for several seconds she (the house keeper) went to the reception to make note of this?? who does this, if house keeping wants to enter my room, they knock, if i say no, they go. Finish and klaar, why insist to come in ??

Well, this trip was about leisure and the establishment did not deliver on that, instead of admitting their mistakes, they seem determined to preserve this treatment for black people. I feel like just venting and writing this complaint is not enough..they have to be held to account.