I will recommend this place even to a dead person!

I've been in contact with them since my complaint via email as seen below, since 2 September 2024 and to no response. I will never recommended this place to anyone. They quick to take your money and have the most disgusting customer service. It would be completely different if they're giving us free accommodation but we paid almost R7000.

Our stay (30 August to 1 September 2024). Slanghoek unit 24

We are absolutely disgusted by the service we received from the Goudini staff in a whole, points below:

1. We made contact on (19 August 2024 @11:25AM from our number: ***) to request our Friday be SWAPPED to Monday as we were unable to arrive Friday due to prior commitments, we did NOT want to cancel our booking at all but to SWAP our Friday for the Monday!! Only to be told by the woman "You cannot break a weekend booking because it's our rules...", I was then told something Similar by Jean Paul (Manager on duty yesterday). Which led me to read up on the Goudini Spa Terms and conditions and zoom in on sections: "Booking Conditions" + "Deposit and Cancelation" + "Disclaimer" (Screenshots attached of each section as proof) and to my surprise this is not stated anywhere. Which now means we were **** to by the person on the phone and the manager on duty yesterday being Jean Paul.

2. Upon our arrival Saturday, we only settled in much later in the evening because we jumped straight into activities for the kids in order for them not to miss out on anything. We then had to shower with cold water when we got back at 10:30pm and there was no hot water!!

3. The remote control provided for the TV was completely broken and falling apart and you could not even operate the tv with it.

4. Sunday morning we woke up to make breakfast only to find out we were unable to, as the stove was not working.

5. We then contacted the Goudini number at 7:30am which took us through to the emergency number and the guy said we must wait till 8am to speak to reception or we should go down ourselves.

6. We then called reception at 8am and the lady who spoke to us sounded very annoyed with us, which is terrible customer service! Asking us why we didn't call the emergency number the night before already, for the hot water issue and remote control issue but it was so late (11pm) already and we were extremely tired. Another thing to note is the emergency number is not visible anywhere in the unit apart from the pest control numbers above the microwave.

7. Technical guys were sent to us, only to find out the switches on the main board for the shower and stove were off.

This annoyed us even more because it's not the clients duty to check the board! When your clients arrive after a long drive we expect hot showers! A stove to cook something! What was even worse, was that Jean Paul insinuated something in the unit tripped. Which definitely did not happen as we would've known because of clear signs that we're aware of!! We're paying a lot of money which we work extremely hard for to come on holiday and receive service like this!!

I expect a full refund for this horrific experience we received and nothing less!! If you cannot accommodate this request, we will be going to social media and Google reviews.