Appalling Service Rendered

Hi Melissa

Hope this email finds you well, I would like to share the experience your company gave during our stay from the 20-27 September 2019.

Firstly we called Lezel when we left the airport to the place we booked and she told us that she is already at the apartment we must call when we outside she will open the gate. When we got to the apartment we called her and she said she had already left as she has booked people in the apartment and asked if we were part of that group, we were very surprised cos all 6 of us were still in the uber outside, she then instructed the taxi driver to drop us there outside and she will maker her way back to the apartment to sort out the mix up. We waited like an hour before she got to us and when she got there she went up to go check those people out of our apartment as we were the right people to be checked in. She came back down to us on the side of the road and said those people are not there and they not answering her calls, I asked her to give me the guys number so I can call them with my phone she gave me a number and I tried it a couple of times and it was saying it doesn’t exist.

We waited across the road with her for another 30min or so until one of my friends asked her if we cant go sit up there by the pool unlike waiting here in the street with kids, groceries and our luggage. She opened the gate for us to go sit by the pool area until the people who were in the next unit to us checked in and she asked them if we can pass through their apartment to get to ours and so we did that and waited for those people she checked into our apartment to return the keys and those people never came back. She left us with her remote for the gate and we stood by the garden area and opened for her to go out. She came back the next morning with locksmith and changed the lock for the kitchen doors. So basically we were stuck indoors for that night.

Now yesterday the 26th September I called her in the morning and told her we will be leaving at 5am as we had an early flight and wanted to find out what will happen to the keys. She told us to hide the keys somewhere in the garage as she said she can’t come to us that early.

We left the house for the day and came back just after 6pm and to our surprise we didn’t have electricity, we called her and she said she will call the owner and get back to us, we tried calling her after 45 minutes of her not getting back to us while we were in the dark and had to prepare for our departure but her phone was off. Eventually we got hold of her after an hour and she said her battery died and she is trying to sort us out and 2 hours went by and we still didn’t have electricity. She callee back and said she was speaking to the office to book is into a hotel for the night and for this we waited and waited and she finally said she cant get space anywhere and we prepared in the dark, slept hungry, used cold water at 4am in the morning and we left the key somewhere in the fire extinguishers as the garage door would not open .

So basically we were not checked in and we were not checked out by Lezel. All she did was to start and end our vacation on a bad note.

What a concierge you have in her, her customer service and disrespect to customers is appalling

Please see below screenshots of her conversations with one of us who was the only person with a phone that still had a battery last night

Regards Very Dissatisfied and Disrespected Customers

Sent from my iPhone