1 reviews | Active since Nov 2024
Disappointed and Frustrated – Poor Service and Communication at Magalies Park
We recently booked a weekend stay at Magalies Park (First Resorts) for 25 October, specifically choosing the resort because of its advertised waterpark facilities. We also requested a unit closest to the pools to make things easier for us, as we were traveling with our two small children. Everything was confirmed, fully paid, and we were assured by a customer consultant that we would be allocated the closest available unit to the pools.
However, our experience turned into a nightmare. After driving over an hour on poor roads (during which our baby became carsick), we arrived at the resort only to be told that the waterpark was closed. This was devastating since the waterpark was the main reason we booked our stay. Shockingly, we had not been informed about this closure at any point, despite having made the booking via email and phone. When we raised this issue, the staff's response was dismissive and unsympathetic.
One staff member, Heidi, casually stated, “Oh well, it was posted on our Facebook page.” We do not follow the resort’s Facebook page, nor should we be expected to scour social media for updates when our booking was made directly with the resort. We should have been notified through email or phone – the same methods used for the booking. Even when we called days before our stay to confirm details, no one mentioned the closure.
The lack of transparency ruined our plans and cost us dearly. Not only did we waste valuable leave days, but after hours of fighting for a resolution, we were finally refunded and had to drive back home with nothing to show for it. To make matters worse, much of the food we packed for the trip went bad due to the prolonged time in the car.
The staff, led by Heidi, offered no solutions, alternatives, or even basic empathy. They didn’t attempt to redirect us to another resort or make up for the inconvenience in any way. The attitude was clear: they didn’t care about our experience.
We will never return to Magalies Park. This level of service and disregard for customers is unacceptable, and we hope this review serves as a warning for others considering a stay there. If you value transparency, communication, and good service, look elsewhere.
We are so sorry about your disappointing visit. Being a Timeshare Resort with owners owning weeks, it is not always possible to allocate units on request, hence the remark, "We will try and allocate as close as possible" As you can imagine, everybody wants to be as close as possible to all activities. We understand that the waterpark is a huge attraction. Unfortunately, we had a major leak that undermined the whole structure. We as management had no option but to close the park for the emergency repairs. While the leaks and pumps were being fixed, it was decided to refurbish the whole park. Alternative slides were rented in to compensate for the inconvenience.
We promise that Heidi, probably the best in the First Group will do everything in her power to satisfy guest's needs. We are attaching one of many comments to assure you of our commitment.
"From the ingenious drive-thru check-in to housekeeping to helping after-hours take care of the smallest snake that came for a visit."
"Magalies Park is an amazingly run, extremely well-kept, and awesome place for a breakaway."
"There are so many things to do for the entire family: spa treatments, padel, tennis, golf, paintball, birding, swimming, trampolines, hiking, biking, canoeing, games, and just good old family fun to name some."
"We've been to Magalies Park a couple of times before and we will certainly be going again. Just over an hour away from Johannesburg, close to a lot of things to do in the surrounding area, if for some reason the resort's offerings are not enough."
"Every member of the family enjoyed the stay and wanted it to be longer."
"I can carry on for so much longer about this resort, but I will end it here. If you are thinking about going... Just do it, you won't regret it."
We are so sorry about your disappointing visit. Being a Timeshare Resort with owners owning weeks, it is not always possible to allocate units on request, hence the remark, "We will try and allocate as close as possible" As you can imagine, everybody wants to be as close as possible to all activities. We understand that the waterpark is a huge attraction. Unfortunately, we had a major leak that undermined the whole structure. We as management had no option but to close the park for the emergency repairs. While the leaks and pumps were being fixed, it was decided to refurbish the whole park. Alternative slides were rented in to compensate for the inconvenience.
We promise that Heidi, probably the best in the First Group will do everything in her power to satisfy guest's needs. We are attaching one of many comments to assure you of our commitment.
"From the ingenious drive-thru check-in to housekeeping to helping after-hours take care of the smallest snake that came for a visit."
"Magalies Park is an amazingly run, extremely well-kept, and awesome place for a breakaway."
"There are so many things to do for the entire family: spa treatments, padel, tennis, golf, paintball, birding, swimming, trampolines, hiking, biking, canoeing, games, and just good old family fun to name some."
"We've been to Magalies Park a couple of times before and we will certainly be going again. Just over an hour away from Johannesburg, close to a lot of things to do in the surrounding area, if for some reason the resort's offerings are not enough."
"Every member of the family enjoyed the stay and wanted it to be longer."
"I can carry on for so much longer about this resort, but I will end it here. If you are thinking about going... Just do it, you won't regret it."