Very disappointing stay

The past weekend from 26 – 29 September, we had a large booking for 40 people at Aeroden Lodge in the Hartbee****rt area. What a stunning resort, yet what an utterly disappointing stay. Management clearly has no idea how to manage a lodge to ensure that the guests are satisfied, receive the basic service they paid for and have a pleasant stay. There was not one single chalet where we did not experience issues. The drains in some of the showers and basins were clogged, toilets did not flush and were clogged, various chalets had no warm water, chalets had empty gas bottles, a toilet leaked in one of the units and it eventually flooded to the extent that electronics of the guests were damaged. The list just goes on and on. One of the senior staff members, Lydia Dikeledi actually went as far as to threaten guests that they will be removed for putting up a gazebo, which was confirmed in writing in March already and again on the statement for the outstanding amount on the 16th of September. Receiving this comment marked in red on the statement a week prior to our booking, clearly indicated that the management of Aeroden at last decided to honour the written commitments made prior to the confirmation of our booking in March. Apparently this was not the case as was clear by the allegations that we went behind her back and that ultimately lead to her slamming down the phone in one of our guest’s ear. The utter disrespectfulness and blatant rudeness displayed were absolutely shocking to say the least. The only staff that seemed to care about the guests and the inconvenience they suffered, were probably two of the most junior staff members, Pretty and Fanie. So be warned, it you are looking for a resort to make a booking where you expect the basics of what is offered and what you pay for to be provided, Aeroden Lodge is definitely not a realistic option. I have yet to receive any response from the owners, Mr & Mrs Mkansi to date, on communications sent to them more than 2 weeks ago. So it should probably not be surprising that the staff also have very little regard for guest’s requests and the basic necessities and services advertised on the Lodge’s website, as they clearly follow the owners’ example. What a shame that such a lovely resort is not properly maintained and seemingly once a deposit is paid, no arrangements confirmed in writing are kept and guests are treated with total disrespect.