1 reviews | Active since Jul 2016
Poor
<p>I went for a getaway with my partner to emerald resort on 30June-04 july to celebrate my partners birthday.we booked chalet 4 and I was very disapointed with the chalet floor as it was very cold,no mats or tile,its cold that side but not even a mat even my partner got a flu due to the chalet floor,going forth with this one,wow,wow,wow what a poor service received from one of the reception lady at the enterance of the casino,what an attitude she gave us twice...we went there on the 2nd and 3rd july but received that same poor service from the same lady.we reported her to this white lady and she went to look the cameras and did found it was a poor service we received and we nt to speak with her then came back to us to apologies on the poor service lady,i asked for the poor serice ladys name and she said she will be with me now now,since i waited and wiated for her to come back with the ladys name ans she was no where to be found till we left,how disapponted and Ive always wanted to go to emerald but wow what a waste taking a leave at work and wasting my car and petorl driving to a poor serivce resort from krugersdorp gautend to vaal.im disapoint,that lady is something else</p>
Thank you for your feedback. River Resort is currently undergoing renovations which is an ongoing process. Please contact the receptionist if you need any items during your next stay. In terms of the reception you received at the casino, please accept our apologies. We have reviewed the casino footage and note that the Casino Manager addressed your complaint with the respective staff member and her supervisor. We are grateful however that she was able to assist you initially. Her discussions to address the matter took some time, and our footage shows that when she returned to provide you with feedback you had already left. Again, we apologise that you felt disrespected, none was intended and have addressed this with all respective staff members on our side.
This is not the usual service that our important guests receive and hope that you will visit us again so that you can experience our usual high levels of service we may have the opportunity to redeem our good name.
Best regards,
Thank you for your feedback. River Resort is currently undergoing renovations which is an ongoing process. Please contact the receptionist if you need any items during your next stay. In terms of the reception you received at the casino, please accept our apologies. We have reviewed the casino footage and note that the Casino Manager addressed your complaint with the respective staff member and her supervisor. We are grateful however that she was able to assist you initially. Her discussions to address the matter took some time, and our footage shows that when she returned to provide you with feedback you had already left. Again, we apologise that you felt disrespected, none was intended and have addressed this with all respective staff members on our side.
This is not the usual service that our important guests receive and hope that you will visit us again so that you can experience our usual high levels of service we may have the opportunity to redeem our good name.
Best regards,