Unhappy Goudini
My family and I booked 3 chalets for the long weekend now in June and from approximately 1pm on Saturday 15th June 2024 until approximately 1pm on Sunday 16th June 2024, we had no water in our units. As much as I understand that things happen, there are a few things I believe should be in place with an establishment such as this. Firstly, there was no communication to guests to inform us that some pump had broken, that they were working on it and that we would not have water. Secondly, there was no progress communication to keep guests updated. Thirdly there was no communication to assure guests regarding providing us with water for our basic needs. Only when I went to speak with staff at the gate to enquire what was going on, because general staff had no clue, did the person at the gate call the manager on duty. The manager then explained the situation to me and apologised but this was at around 7pm Saturday evening. At this point there was also no plan regarding providing water to guests because this was only responded to when I asked about it. This was a very uncomfortable experience to say the least, especially since we brought people with us to introduce them to the facility and encourage them to become members. However, we had booked and paid for 3 units for the long weekend and I am not happy that we have had to pay all that money, only to not receive the services that a guest at any resort would expect. Essentially, for the 3 days we were there, from Friday afternoon to Monday late morning, we were only able to see to our personal hygiene needs for 2 days. Services that we as guests are expected to pay for. Let's face it, if I arrived for my weekend and did not pay in full, they would not have granted me access to the resort. Is the reverse no true that if I paid for a service and did not get it, that there should be compensation? Now it is not my place to ask why there is no contingency plan in place, in the event something like this happens, essentially why there is no second pump to switch over to, considering the number of people there are in the entire resort.
This is not how you treat people, let alone paying clients. It says to me that I am only valued as a member and client as long as I pay my monthly subscription and pay for my retreat in full before arriving there.
The joke is, I lodged a complaint through their relevant avenue and before anyone rep**** to my mail, I received a response to say the matter was resolved. Really? Clearly they don't care, as long as they get their money.
However, management seem to be happy to merely offer an apology. How disappointing. What an unpleasant experience.