Bad experience from the manager

Good Day, I trust you are well. I have been meaning to write this email; however, due to my workload, I had to postpone it. I visited your facility on 26 December 2025 and checked out on 1 January 2026. I would like to take this opportunity to commend you on your excellent and comfortable facilities. I truly enjoyed my stay. The ladies at reception were exceptionally professional, courteous, and welcoming. Their service was greatly appreciated.

However, there was one unfortunate incident that negatively affected my overall experience, which I believe should be addressed to prevent similar occurrences in the future.

I booked a New Year’s lunch for my son and myself. At no point during the booking process was I advised that a table reservation was also required. Had I been informed, I would have gladly reserved a table in advance, especially considering that I was already a guest at the hotel.

Upon arrival at the restaurant, I was allocated a table that was far from the main dining area. I politely requested to change tables. The manager on duty, Mr. Mxolisi, refused my request, which led to an unnecessary disagreement. I explained that I had not been informed about the need to reserve a specific table and was simply requesting reasonable accommodation. Unfortunately, he remained unwilling to assist, which created an uncomfortable situation.

Fortunately, another manager (a lady whose name I unfortunately did not obtain) intervened promptly. To my surprise, she resolved the matter within minutes and allocated us a table of our choice. Thereafter, we were able to enjoy the New Year’s lunch pleasantly.

I respectfully suggest that, in future, relevant personnel be placed in positions where they can effectively assist guests and handle concerns professionally. Situations such as this can easily escalate and detract from what should be a relaxing and enjoyable experience. As guests, we choose to spend our holidays at your establishment to rest and unwind from daily pressures.

While I appreciate that challenges may arise, a manager’s role should be to resolve concerns calmly and efficiently, rather than contribute to guest discomfort. I trust that this feedback will be taken constructively and used to improve service delivery going forward. Thank you for taking the time to consider my feedback.