Hellopeter
Share Your Experience
sR
sachin R

1 reviews | Active since Oct 2018

31 Oct 2018, 11:28

frustrated customer

hi

trust you are well.

I am very dissapointed with the service i have received from your staff at the gateway road lodge. I spent literally 20 minutes in the room as I was continuously disturbed by people coming to my room. my wife went down to reception where she complained and asked for our refund but she was insulted by the receptionist who called her a coolie and refused to help us at all. I then took out my phone and videoed the whole encounter that happen. I was then escorted out the building and assaulted your staff badly. the manager at that point was named innocent . I was then pepper sprayed by your staff and assaulted and left to bleed outside your building unattended to while my wife screamed for help. I then was transported home where i was unable to attend work for 4 consecutive days because of your staff. I am putting you guys in the paper and on hello Peter. I require you to call me and sort out this matter urgently or it with be taken up I have videos and pictures of the incident.

room booked in the name of: Elisha Elijah

my name is sachin rughubeer who was assaulted. my contact number is ********** 189.

kind regards sachin rughubeer

0
Replies (2)
City Lodge Hotels Group
City Lodge Hotels Group's reply03 Nov 2018, 15:05
Official
 Your complaint, as reported below, has been investigated.  The various staff and third party accounts of the circumstances leading to your being escorted from the hotel premises, supported by hotel CCTV footage do not reconcile with your version of events and in the absence of evidence to the contrary we are of the opinion that the matter was handled appropriately.  Furthermore, on the basis that you and your wife made use of the hotel room facilities, which would require housekeeping services, regardless of purported length of stay, a refund will not be forthcoming. 
sR
sachin R's update05 Nov 2018, 17:29
Reviewer Update
hi trust you are well. please note that i was pepper sprayed by your staff which is not on video because I was taken out through the side entrance where this all transpired and there is no camera in the side where i was taken out . I was pepper sprayed outside the side entrance by your staff which is ******** . when the reporter's called your road lodge office to get a comment of what happen why did your staff not comment if they handled the situation appropriately . your staff was rude . my lawyer will contact you to take this further. if i paid for a room and did not get a refund plus not allowed back in the room after 20 minutes plus pepper sprayed and you tell me your staff handled it accordingly. I will ask gateway management for photage of outside and the events transpired. there was only a towel used in the room and nothing else