We need accommodation venues with integrity and those that live up to their promises!

I recently spent 4 nights at this highly recommended, upper market destination in Dullstoom, Mpumalanga. The prices are indicative of a luxurious experience with the average cost per night in a small self catering cottage being R2100. This can generally only accommodate two adults. All other facilities are charged per hour and there is a Conservancy fee of R180 per vehicle. The first criticism is that I contacted the venue directly to request check-in one hour earlier than their permitted time (which is very late at 4 pm per day). I received an email stating that this request had been rejected. I found this very unprofessional and inappropriate as I had booked to arrive on a Monday, which would have allowed sufficient time for post weekend guest cleaning. This meant that I had to spend a number of hours in a little town when I was wary after my journey and simply want to check in and and pack my luggage. After arriving at the reception, the staff were laughing and joking amongst themselves, and finally after being served, I experienced the treatment to be both patronising and unprofessional for a venue of this reported quality. The staff did not alert me of the power outage and as I made my way to my self catering cottage, I was not prepared for the lack of electricity and the dark, cold environment as I discovered that all the units were spaced in a partial forest. As I entered, I tried to put on the lights and there was no electricity. I then went to the main room to begin in packing and discovered an infestation of mosquitoes in the main room, and then also in the bathroom. There were no anti-mosquito candles or insect repellents made available to guests. It was while I was trying to remove the mosquitoes from the bathroom that I discovered noxious mushrooms growing between the bath and the basin cabinet. I couldn’t believe my eyes! This was certainly the last straw. I called the reception and notified them of the problem. Within about 10 minutes, their facilities manager came to my cottage with a can of doom. I explained that this was not going to solve the problem as after I had found the mushrooms, I also discovered a large strip of black mould growing underneath the bathroom cabinet. I had the misfortune of becoming acquainted with mould of the last year in a rental property and had spent many resources trying to clear up the infection and then needing to the Kate the premises. The facilities that manage I explained that this was not going to solve the problem as after I had found the mushrooms, I also discovered a large strip of black mould growing underneath the bathroom cabinet. I had the misfortune of becoming acquainted with mould of the last year in a rental property and had spent many resources trying to clear up the infection and then needing to the Kate the premises. The housekeeping manager was very helpful and immediately requested my move to a new, dryer self catering cottage. They explained that they had been a problem with a burst geezer and damp and although requests have been made of the management to replace the carpeting and to fix the cottages, nothing has been done as of yet. They were very surprised to see the mushrooms growing. This was now 5 pm. I was partially assisted in moving from the one cottage to the next, but was given no rebate or apology of any kind that I had now lost two hours of my holiday in addition to a very late check in. I was tired, hungry and cold as electricity only came back on later that evening. The cottage that I was moved to now also had to be sprayed with doom and I had to sit outside waiting for the doom to settle in order to **** the mosquitoes that were are also in this new cottage. Apart from all the health issues, I couldn’t believe that no screens had been put onto the windows, seeing as this is an eco-state with at least 19 trout dams, horses and game. The manager told me that they had not had problems with mosquitoes before. I found this hard to believe with all the water points. I told the manager of the severity of the black mould growth in the cottage and explained that they needed to consult a specialist to revamp the entire cottage as this is a very serious health hazard and can even lead to death. The next day I noticed that all the dirt that have been swept out of the cottages had been swept into the grass in the parameters surrounding the cottages. There were bits of sweet papers, sugar containers and other types of litter on the grass and the ground. This trouble be greatly due to the need to look after our natural resources and the effects of pollution on the environment. I had to keep all doors and windows closed for the duration of my stay because of the consistent presence and incidence of mosquitoes and flies. This of course was not healthy for overall air circulation and I can’t imagine this being a benefit to anyone staying in such a venue. What made me write this complaint was the complete disregard of their guests health, paying a small fortune to enjoy the pristine beauty and alleged cleanliness on a conservancy estate. On the morning that I drove to check out (Guests are required to check out by 10 o’clock on the day the departure, which is as early as the check-in time is late!), I passed the original cottage that I have been assigned. Please note that this was only four days after I had arrived. This was the cottage with the black mould, noxious mushrooms and mosquito infestation. There, underneath the covered parking was a vehicle of a guest parked and guess who I just checked in. My heart dropped, knowing that even if traces of the mosquitoes and Russians have been removed, the greater threat of the black mould had not. It takes weeks and a team of specialists to treat this kind of mould. I was so distressed and disturbed but I felt I needed to report this and also to the people that this supposed luxurious, eco friendly estate contunues to charge extremely high prices without re-investing in taking care of its facilities or the environment. I would not recommend to anyone to stay here or support this facility until these issues have been addressed. Clearly, staff are not being taught or listened to when reporting issues of hygiene and general maintenance. On a larger level, this facility is being promoted as one of South Africa’s destinations of choice for tourists and I’m very concerned that our reputation as a country could be jeopardized. We need accommodation venues with integrity and those that live up to their promises!