Poor Service from both Staff and Assistant Front Office Manager

I received poor service from Sibaya Lodge, both from its staff and management. The experience was not only frustrating but also disappointing, especially considering that my visit coincided with my birthday.

On 11 June 2025, I made a reservation at Sibaya Lodge. I clearly informed the booking agent that I would be checking in late, and they requested my card details to secure the booking. At 18:48, I received an SMS confirming that R820 had been deducted from my account. Upon arrival, I presented this to the receptionist, who acknowledged the payment, and I was checked in without issue.

However, the following day, 12 June, a new receptionist named Gloria confronted me upon checkout, insisting on a proof of payment. I explained that the amount had already been deducted from my account, which should have been sufficient proof. Instead of resolving the matter professionally, she attributed the confusion to a miscommunication between head office and the lodge, which was not helpful. I was then asked to pay the amount again and told the initial transaction would be reversed—delaying me further and making me late for work. I also asked why this issue wasn’t resolved during my check-in, and she responded that the original receptionist “did not know the process.”

On 13 June, I contacted the call centre and was told the refund would take 7 days to reflect.

On 17 June, I submitted a survey expressing my dissatisfaction. I was contacted by a manager named Beryl, to whom I once again explained the entire situation. She mentioned Gloria was not available, which made me question whether the refund would have even been processed had I not completed the survey. When I posed this question, she could not provide an answer.

Beryl, whose email signature states she is the Assistant Front Office Manager, requested a bank statement and letter from my bank to confirm the double charge. I provided these documents the same evening—after contacting my bank and decrypting the statement to send it through. I belive Beryl being an Assistant Front Office Manager needs to be more people friendly and under supervision by a manger who is able to answer questions.

I then proceeded with sending an email to Sibaya to share my experience with them and to inform them that my issue had not been resolved. They responded saying they will contact the lodge and someone from the lodge will be in contact with me.

I received a call from Beryl on the 21st of June 2025 on the Saturday and her response in a very condescending tone was thank you for the email that I had sent to head office, they have forwarded it to me to resolve. I find this extremely unprofessional and she is not of management material. I still am experiencing rude behavior from their Assistant Front Office Manager, i still have not received an update regarding my refund and today is the 26th of June 2025.