Appaling service and Theft at City Lodge Umhlanga Gateway

<p>On Saturday the 10th of June 2017, me and my family checked in at City Lodge Umhlanga Gateway. We were checked in at Room 141 and Room 144 as I was travelling with my family. Room 141 had a mould stench so the following day we requested to be moved to a different room. We were then moved to Room 46 and 48 on Sunday the 11th June 2017.The room was nice and we decided to extend our stay, they informed us that the room was booked so we have to move. While at Room 46 and 48 my husband discovered that his ring was missing. We asked about the ring and we were told that nothing was recorded as found in our previous rooms which is 141 as Gogo was using 144. Monday morning, we were moved to Room 50 &52.</p> <p>When we came back from our daily trip at uShaka Marine that Sunday we were told the ring was found in Room 48 which was the room that was used by granny (this after being previously told that nothing was recorded as found in room141 which was our previous room).</p> <p>Monday morning when we were moved to room 46 and 48. and I was now looking for my handbag my handbag was nowhere to be found. I had seen the bag Saturday and Sunday and only took my wallet and phone and lipstick for each day as I didn’t want to carry the whole bag. While they were clearing Room 46 and 48 they left the doors open so we went back to check that everything was out of the room and out of the safe and indeed there was nothing left.</p> <p> </p> <p>I was told to speak to housekeeping and told them that my bag has gone missing, the lady I spoke to was Caroline. Caroline told me that I must double check everywhere just to make sure that the bag is there if it's not and I'm sure I left it in the hotel then they will have to open an enquiry on their side and she told me that the enquiry will not bring back my bag though. I was like ok I'll verify and check the car. Checked the car and the bad was not there. Got back in the afternoon and told them that my bad is not there. I asked them to check the safe at 141 as I recall putting the bag in the safe. Mdu who was the manager on duty told me he couldn’t get hold of the guest in the room in order to check the safe and informed me that safes that were left locked in the room are "recorded on the book" and there was no record of the safe in question. This was Monday afternoon. Tuesday morning, they told me they didn't find my bag, granny also discovered that her winter boots along with the hair lotion she brought for the kids are also missing. Caroline was not there so I waited for Wednesday the 14th of June 2017.</p> <p>The rooms that we were moved in to, the extractor fans in both bathrooms were not working and there was no ventilation whatsoever. My husband called them and someone came to look and said they will fix it tomorrow (14th of June).</p> <p>I went to housekeeping and was told Caroline was off sick and I then asked so if Caroline is off sick then who does her job in her absence, they were dumbstruck and showed my one lady who then took me to the manager on duty at reception. She gave me a pen and paper to write the incident and the manager on duty came and wanted to find out what happened(didn't get his name) as I was trying to relay what happened this gentlemen kept on interrupting me as I was speaking and I was like let me finish and he kept on telling me that it sounds like I'm unsure about a lot of things, I must understand that it was only one person that went in the room that day, they can conduct a polygraph on the person but if that person passes the cost will be to my account. I was like all I know is that I came with my bag and had it till Sunday and have 2 lipsticks to prove that I left my bag behind at the hotel because I didn't want to take everything. He budged in about I have to be sure and not accuse people, police will need to be involved. I was angry and Livid and threw the pen the other direction(which I’m not proud of) , he came wanting to find out what happened but it seemed as if he already made up his mind that I lost my bag somewhere else so I didn't see the need to continue our conversation as it was not going anywhere. I told him both our house keys are in that bag and he doesn't seem to care about the stress we are under.</p> <p>He then followed me to the room and my husband then spoke to him and told him that at first it was the ring and the ring was never recorded but conveniently found. Then it was my bag then it was Gogo's boots. He says oh now it's boots, your wife didn't tell me about them, but how was I going to tell him because I got annoyed with him butting in while I'm still trying to explain. He told my husband that it seems you are unsure about how your wife's bag got lost. My husband told him he was relaying what he had seen and been told.</p> <p>Wednesday on check out, the guy said I must call the police (don't know maybe he thought I'll say I don’t have airtime), mind you I'm from Pretoria and visiting, tried checking the police station number on the internet and it wasn’t going through. Kenneth was kind enough to assist he dialled 10111 on my phone and was directed to Umhlanga police station. Told them the story, they said they will send someone. The two police were there quickly, they took my statement and got a case no later (CAS 166/6/2017). Told the lady at reception to that the gentleman that I want the polygraph test conducted and I will pay.</p> <p>The gentlemen called me on the way to the hotel and say now on your statement you are saying the bad was in the safe? I'm like yes that's the last time I recall, he says well ma’am if it’s it was in the safe and you locked it with your code it’s IMPOSSIBLE for anyone to open. I’m like we are trying to cross every t and dot every i here to ensure that we are not missing anything.</p> <p>When we got home we had to call the lock smith to break in as we were locked outside the gate as the keys were gone with the bag. I had to quickly buy some few make up items and spent around R834 as my makeup bag was in the bag.</p> <p>Fast forward to 15-June-2017 at around 11:26 I get a call from someone at City Lodge saying he is General Manager didn't get his name. He says my bag was found in the safe at Room 46 and not at Room 141 as I had previously indicated. Like really?? am I supposed to jump for joy now? after all the stress and haven't been subtly accused of lying about my bag disappearing at the hotel?</p> <p>As they said they record all locked safes so why was the safe at Room 46 not recorded and conveniently checked and found what? 3 days after we left the place? what a co-incidence? Clearly something is happening there and I guess I was lucky that I didn’t give up when I was told to call the police and intimidated about paying for polygraph.</p> <p>City Lodge Umhlanga Gateway the way your management handled this whole saga was APPAULINGLY POOR to say the list, no customer service whatsoever!! Never setting my foot there nor my hard earned money! You were not worth the 8 thousand we paid at all!! Whoever reads this rather be safe than sorry maybe you might not be as lucky as me.</p>