1 reviews | Active since Oct 2017
******* Took place at our chalet
on the 14th my friends and I booked a stay at the resort , we had chalet number 26 and 27, right next to us was a group of people who booked a four sleeper number 28. W had fun at first but as the night goes by the guys next door came to our room to say hi , we kicked them out of our room locked the doors and windows and slept , when we woke up in the morning our laptop and phone was ******. which is rather strange that these guys had more than 20 people staying at their chalet , why was that the case when they booked a 4 sleeper ?, they had strangers who had no business being there be there, now in the morning we reported the case to head of security who told us to write a statement. when we came back from the pool we decided to go and check with the hotel and follow up with this issue, only to find that the hotel does not even know that we had people braking in to our chalet not once but twice . they made us write another statement to say what happened once the burglary was reported. the lady at reception was trying her best to help us out but I could see that her efforts were in vain too. I am disappointed and the security situation there . Now I want Emeralds to be held accountable for the phone and laptop that went missing based on these 3 facts . 1. they security is not what it seems : Four sleeper had more than 20 people in it 2. they lady at reception told us that those guys have reported keys being missing and only paying a R300 fine: why have the keys at the chalet not being replaced with new locks? 3. the receptionist ( at the chalets) has changed their booking so many times in one day just to get them close to us , I have no idea why she would do that and their hotel does not have evidence or tracking of some sort.
I just called the hotel to make another follow up and was told that the is no statement being reported on our booking . I feel people should not go there if there is a compromise in the safety of the guest that come there. I mean after 3 statements being written still nothing was done that is unacceptable
Thank you for your communication and please allow us to apologise for your recent experience. Our Resort Director has made personal contact with you in terms of this matter but we’d like to reiterate that the guests in question did ask for and did pay to be upgraded to a 6 sleeper; all vehicles that came into the River Resort were registered at the gate control as per our resort procedures; at no stage were spare keys issued as they are secured in the main control room by the casino under camera and there is no evidence of any spare keys being issued or any entries in the key log that accompanies the central control room. Our investigations have shown no negligence on behalf of the Resort and we’d strongly advise you to report these thefts to the local police - we will be more than happy to assist them with all required information pertaining to guests information and any relevant CCTV footage.
Thank you for your communication and please allow us to apologise for your recent experience. Our Resort Director has made personal contact with you in terms of this matter but we’d like to reiterate that the guests in question did ask for and did pay to be upgraded to a 6 sleeper; all vehicles that came into the River Resort were registered at the gate control as per our resort procedures; at no stage were spare keys issued as they are secured in the main control room by the casino under camera and there is no evidence of any spare keys being issued or any entries in the key log that accompanies the central control room. Our investigations have shown no negligence on behalf of the Resort and we’d strongly advise you to report these thefts to the local police - we will be more than happy to assist them with all required information pertaining to guests information and any relevant CCTV footage.