“Poor customer service that fell far below the accommodation’s advertised five-star standard.”
Absolutely nothing, poor value for money. The rooms were not ready after the stated check-in time. The receptionist appeared surprised by our arrival and, without consulting us, directed us to alternative accommodation at Madibeng Lodge. Some staff members also appeared intoxicated. A booked triple room was changed by converting two single beds into a double bed without our agreement, and room keys were not readily available, additionally, we had to ask the staff for a key. The room was poorly maintained and inadequately equipped: the toilet and crockery were dirty (pics of crockery included), with urine on the toilet seat; the only toilet roll appeared to have fallen into the toilet and been left to dry on the windowsill; and there were insufficient towels, inadequate waste facilities, no bedside lamps or Wi-Fi, and only one sachet of coffee for three guests. The air conditioner was faulty, a ceiling light was hanging loose, there was no running water, and parts of the property appeared unfinished and unsafe. The property differed substantially from its advertised images and description. Although exterior signage indicated that a restaurant was available, no restaurant operated on the premises. Customer service was largely absent throughout our stay. The checkout process was also poorly managed, and staff did not even have a pen available so we could sign out. Overall, the experience fell far short of the advertised five-star rating and acceptable hospitality standards. Although the property is advertised as a resort, its facilities are of a very poor standard and describing it as a resort is significantly overstated (pics included)
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