Fix your resort! Fix your systems! Fix your client service!

I made a booking for my family on behalf of my mom who is a member. Her membership allowed us the discount, but the contact details section had my details. The booking was made and the total was paid. The total they quoted had included the discount. There was no split payment for the deposit, just the full total. Upon our arrival, one of the receptionists informed us that we have an outstanding balance of R3 500 extra. When questioning where this extra balance came from, the receptionist said that our booking came from a non-member. Granted, the terms and conditions state that members cannot send the "URL" once logged in to non-members, but why would you still invoice me the discounted total and accept my payment? Why not invoice me the non-member total at the onset when you can see the ID number doesn't match the contact details on your system? Or even send a "reminder" email sometime before arrival to say this is the outstanding balance? This is borderline a **** because now I have to pay this outstanding balance I was blindsided with or lose the total amount that was paid already if I had to cancel on arrival. They also apparently couldn't transfer the booking to my mom's name on the day of arrival even though she was present and confirmed this is technically her booking. They can do it, they just didn't want to do it for us.

We stayed in the 8 Sleeper Boland House with 4 bedrooms and only 1 shower. The beds were hard and uncomfortable to sleep in. One of the single beds had a broken leg so the bed just collapses with each turn or making the bed up. The size of the pots and pans in the kitchen were not appropriate for the amount of guests in the unit, we had to make single meals in batches. The resort has a games room where half of the machines are out of order leaving only a few pool tables. The somewhat saving grace of the stay was that we were able to enjoy ourselves at the pools. The staff on the grounds were friendly as well.

Upon our departure, I raised the issue again with reception for some clarity. A male receptionist "helped" me this time. Instead of handling the situation with basic client service etiquette, he chose to get defensive and speak down on us. We did manage to get an apology but he could have kept it with that k*k attitude.

All in all, it's a mediocre resort and the client service just further downgrades it. There are better places to spend your money.