ABSOLUTE DISASTER!

DISASTER!

It has now been 1 month since I contacted the hotel regarding my stay and thus far, the only feedback that I got was that my grievances has been passed along to the relevant department.

What a complete disaster!

The stay was intended to be a relaxing one for my birthday. Arrangement has been made that I would be checking in between 12:00 and 14:00 on 10 February 2024 and that something special needs to be done and left in my room because it was a special occasion.

I arrived at the hotel at 13:00, walked up to the checkout counter, indicated that I'm about to check in and was then told that there's no booking for me (please note that the booking was made a confirmed on 10 January 2024).

After "looking into it", I was told that my booking is on 14 February 2024, and I advised that I will definitely not be booking myself into the hotel in the middle of the week, and that then also being Valentines day....I don't think so!

Then I was informed that my booking was only in March, then I then kindly indicated to them that it's entirely impossible, because my birthday is not in March, but in February, why would I book myself in during March?

After all of that, I was informed that they called me the previous day to confirm the booking. I told them that they definitely did NOT call me and queried the number which they called....and would you believe it, surprise, surprise....not my number!!!! So they surely did not speak to me.

They then advised that they will be checking to fix up a room for me, did a half-hearted apology and had me sit and wait at reception for over an hour. Not even a complementary bottle of water was offered during my waiting period, in order for them to fix up a room, which was intended to be ready from the get go.

To top it all off, once I got to my room on the 1st floor, it was like walking into a sauna. Checked the air-conditioning, not working, called reception and was informed that it's loadshedding. Please note that all the plugs, lights and lifts are working, but not the air-conditioning. Once again, not even an offer to bring me a fan for my room.

The birthday surprise was 3 layers with canned spray cream and sprinkles, you could see it was just placed there as a afterthought.

I unpacked and went for a short walk on the beach and returned to the hotel around 3:45 to make it in time for the massage I booked at the Ohana Beauty & Wellness Spa situated in the hotel (but note, this is privately run and not part of the hotel, so will write a separate review on this).

Later on, I wanted to swap around the kettle and the coffee maker which was standing on the coffee station, to make a life a bit more organised for myself. What I found under the coffee maker was absolutely disgusting. It was layers and layers of old coffee which was spilled, mixed with layers of dust, which was never cleaned.

By then, I was so fed-up with the whole situation that I just decided to go for a pizza at Doodles (again, separate review will be delivered), went back to the hotel, couldn't get my phone to cast to the smart TV in the room for a movie that I wanted to watch and decided to just go to bed.

I can't complain about the breakfast at all, that was amazing. The only thing I can say about that is, when they clear the bowls and plates, they don't bring you any new utensils, which is kind of annoying, because then you have to run around looking for new ones.

I also cannot complain about room service. They were absolutely amazing!