Our own Xmas Nativity...no room at the inn even though we paid in full...our Royal Palms Hotel Gateway Umhlanga nightmare !

Terrible experience and having written a detailed review on Google maps perhaps I should count my lucky stars on having dodged a bullet by not booking in . Having stayed at this establishment prior my wife booked accommodation for this weekend and paid it in full on Friday morning ,we also received an email confirmation and pin . We arrived at 15h00 ( check in is at 14h00 ) only to be told that they cannot find our booking nor can they find the confirmation number. The receptionist and then the reservation manager ( big high five to Mercy and she said the manager's name was Thando ) answers when pressed for some were " we must of been scammed " .....by Booking.com and because we are not "officially " guests " of their establishment...they cannot assist and besides they are fully booked . Hats off to the Foreign staff at Booking.com! They set the standard, firstly by quickly contacting the Hotel and confirming that the booking was done and confirmed at 11 am ...the Frontline staff and reservations manager grudgingly acknowledging that yes it was received but there was a delay or 'glitch' and our accommodation was duly given to another guest ...their answer ..." it happens " and were full ....not how can assist with alternative accommodation and the kicker is they not Booking.com received the full payment directly! Oh by the way they will provide a refund in 7 to 14 working days ....but having read the reviews and numerous complaints on Google maps I'm sure that's not going to be the case . Any way back to the great hospitality handling at Booking.com who themselves arranged alternative accommodation at the Protea Marriot Umhlanga ( and told us don't worry that it's more in cost ,they will refund us the difference due to the incompetence and total indifference of the Frontline staff at Royal Palms ( I was going to rename them Fawlty Towers, but that would be an insult to Fawlty Towers and Basil Fawlty and Manuel would provide a far better service ) . The service and hospitality at Protea Marriot Umhlanga was like night and day in comparison, they had no idea of the two hour nightmare with a grumpy tired toddler and hence parent that had just been endured ...they were just doing their job ...but the passion and attention to detail was amazing ...when the reception Clerk ( big shout out to Dirk ) mentions as we are leaving to our room that he noticed our Toddler daughter has long hair and a room with a bath and shower would be better for us ( so he changed our rooms for us ) you know you've come to the right place ....