Terrible Service and Complete Disregard for Customer Complaints

This establishment does not take customer complaints seriously, I have repeatedly tried reaching out via email and phone calls and they don't even have the decency to acknowledge my complaints.

We were checked into three rooms ; Upon arrival there was no Wi-Fi connectivity in any of the rooms, the TVs were not working, as well as the AC. Firstly, In one of the rooms there was no phone and that means I could not contact the front desk to ventilate my issues. The front desk informed me that the ACs were currently not working as the premises was experiencing “load-reduction” and thus reliant on power from a generator, I was assured that once the power is restored to the area that the AC would work, this has not been the case as I have had to follow up again during the early hours of the morning at the front desk to find out why the ACs are still not working. It was simply intolerable to be in those rooms with no proper cooling mechanism and if one chose to open a window then we were subjected to numerous mosquitoes.

Secondly, The Wi-Fi was also quite irritating because we were told to sign in to “Emeralds Free WiFi” and yet it only worked in the reception area. I discovered all the routers in the passageways outside our rooms were switched off and that may explain why signal connectivity was not available. The Wi-Fi connectivity was not stable and would suddenly disconnect at times. It is not in good faith to advertise “Complimentary unlimited Wi-Fi” and the reality is that it is not stable and one cannot even send an email.

Lastly the TVs were not properly set up and whilst I reported this for all three rooms, the technician only visited one room to assist. The TVs in the other rooms were often stuck on the loading page and an error kept appearing when one chose a DStv channel. Eventually when the TVs began working again the broadcast would glitch and get stuck which disrupted our viewing experience.

These issues should never have occurred, these are basic amenities that are advertised on the website. These issues significantly affected our stay and this is definitely not the way guests should be treated; the level of service provided is not on par with what is expected from the Tsogo Sun Group.