Poor customer service

We had accommodation reserved at the above 5 star hotel as from 4 to 6th May. We then decided to book in for an extra night on the 3rd May. We mentioned that we wanted the same room so that we did not have to pack up again and move to a different room the next day. This was confirmed in order. Since our arrival at the hotel on 3 May, we had the following issues: 1. We needed a porter to take in our luggage. The 1st porter handed us over to a 2nd porter. This porter gave a huge, irritated sigh. When he was asked why the sigh, he said that he didn't have lunch yet. Not my problem. 2. At the reception, when we mentioned tge confirmations of staying in the same room and was told no, we'll have to move the next day to another room. After complaining about this, the receptionist phoned someone and mentioned that we said that we didn't want to move again. This issue was resolved. 3. Check in to the rooms are at 14h00. We could only check in at 14h40, because the room was not ready 4. It seemed that they allocated a room to us just to keep us quiet. The soap dispenser wasn't filled, the water dispersed very slowly in the sink, there was only decaffeinated coffee, no normal coffee. 5. Today, 4th May, we went for breakfast. We were then told that we have to pay R600 for breakfast. At the reception, we again had to try to resolve this issue. They wanted the name of the receptionist who told us that breakfast was included. We did the the reservation online and confirmed with the call centre. The issue was not resolved.

We were so disgusted that we requested a refund for the remainder of our stay and so began the issue as to who must refund us. The issue us not resolved. To be continued.....

It os very disappointing that at no time, we're we referring to a senior person, no apology was even offered fir the inconvenience and poor service. The receptionists had no idea of what customer service is. For a 5* hotel, the experience was disappointing and pathetic