Disgusting Experience and Behaviour from Management

Disgusting Service from Management and staff Road Lodge Umhlanga.

We arrived on Xmas day on the 25th December 2023. Around 2:30 we took all our stuff (luggage)to the room and all the kids Xmas gifts, switched the aircon on and expected the place to be cool when we get back after going to gateway taking the kids to play games when we arrived the room was flooded with water which was a leakage from the aircon and our luggage was wet which was a few bags and some of the Xmas gifts. I complained to the reception they advised maintenance guy is not in today however I wiped out all the water using the towels and was squeezing it and wiping, then 1 of the securities came over with another guy, took out the aircon and drained out the water and said everything will be fine which all took around 2 hours or so to do. We then switched on the aircon and my family and I went for Xmas supper. When we got back the room was flooded again. I wiped out all the water and sent most of the stuff with my mom to take away as most of the stuff was wet. I then wiped out the place and complained again. The assistant manager SINDI SHEBI advised that they can't change our rooms as there is nothing available however she can refund our money. I advised we booked 2 months in advance because when it's December all the bookings are always full. She said she can "try and get a booking" for us at a different lodge however I will have to cover the cost of the difference. I explained to her I am not going to cover the cost as we booked in advance and it's not our fault that your lodge have a aircon the is faulty as it was not stipulated that the aircon will be leaking water during my stay. I advised that you can get a booking for us but I am not going to be paying any difference as your company needs to fit the difference in cost since you want to move us to a different lodge and if you can't do that then I am not interested then she said I'm sorry I can't help you and only tomorrow we can get you a room. I explained my partner the situation so when she went downstairs and having a conversation and explaining why it's not our fault and we should fit the bill SINDI was been rude to her , then I took over the conversation and explaining we wasted almost 2 hours earlier cleaning the water and now close to another 2 hours doing the same and now you want to give us our money back and make us go somewhere else, I asked where must we go and even if we get a booking it will not be the same place which was R960 as even City lodge was around R2000 per a night so why must we fit the bill. SINDI SHEBI then advised I don't not want to talk you and walked away and went into the office rudely while we were trying to get to a resolution.

The next day 26th December 2023 I went to the reception around 9:30am and explained what has happened and I need to speak to the General Manager, however the GM was not available at that time so I asked them to please give us some towels to bath as we used all wiping out the water again this morning, they advised all the towels is on the laundry and soon as it's ready they will bring it to our room but around 11am no towels had arrived so I went back down and requested towels and they advised it's still not ready however they do have another room available for us and gave us a new key card for the new room so we moved to the new room within a space of an hour, when I arrived there ,there was no toilet rolls and no towels. I then went back down and asked for towels this was close to around 12pm they advised it's not ready and soon as it is they will send it back up however the general manager was there then I got to speak to her and called her 1 side and explained the situation and what has transpired. She advised that they told us yesterday that they will give us a refund and we can get a booking somewhere else but I declined and I advised Yes I did decline because we booked 2 months in advance so we pay a lower rate and where will I get money to pay the difference late in the evening when it's not my fault that you guys had a problem with the room and the water leakage, I advised it's my consumer right that if there was a problem with the room yourl supposed to find alternative accommodation and fit the bill completely and not just refund my money and I fit the balance of the cost as it's not my fault. So I went back to the room explained to my partner that towels is not ready as yet as it's already been more than 3 and a half hours and we waiting to have a bath. I went back down and called the GM and showed her the room and showed her all the pictures we took out and that 1 of my phone's was in my bag and now it's not coming on because of the water damage and who is going to compensate me for my damaged goods through the water leakage. She apologized and said the best she can do is give us free breakfast, we advised we don't care about the breakfast as there is Soo much time wasted when we supposed to be on a holiday. Yesterday we lost close to 4 hours of our time, now from 9:30am it's just after 12 and we used our time cleaning water again and moving to a different room and it's after 12pm and we still don't have towels as yet to go and have a bath to go out and continue our holiday, she apologized and said soon as it's ready she will send it up. Around 2:30pm in the afternoon nothing arrived I had to go personally to 1 of the cleaners and she went downstairs and fetched the towels for us. We spent more than 10 hours of lost time trying to fix the issues and it takes 6 hours to provide us with towels to have a bath, what service is this. I went back down and advised I'm going to submit a complaint and after that everytime we was walking pass all the staff members was laughing at us and trying to "mock" us indirectly and rolling their eyes etc on us for the next 2 days of our stay because I advised I am going to complain. You can even view the footage in the camera and see for yourself.

Now because of this my holidays was spoilt and we lost more than 10 hours of our time due to negligence of the hotel and staff members.

How am I going to be compensated for this as I want to know, I am very unhappy and it was my worst stay in any hotel ever.