1 reviews | Active since Feb 2010
Lack of going an extra mile - Dissappointed
Good Day,<br> <br> I am writing this email to you just to express my deepest disappointment with my experience during our stay at your hotel. I booked two rooms from Thursday 24 September and checked out on Sunday the 27th.<br> I must say the rooms were of acceptable standard. Clean and towels changed daily.<br> <br> But I must say that we unfortunately got stuck in the lift for about 30 mins. I had my four year old daughter with me in there and 3 other people.<br> I was shocked that we even got stuck... A so called three stars hotel at umhlanga. <br> The most disappointing thing is that the hotel didn't seem to care about our emotional state after the whole experience. No one cared to know how we are doing. Things just carried on as normal. Yes they set aside coffee and a few ****ins for us and that was it. I expected more... I expected the hotel to at least think about how they can improve our experience to compensate for their non functioning and dangerous experience we went through.<br> <br> I truly believed that we survived death because the lift didn't just stop in the middle of nowhere, but there was a Big Bang as if we were falling. That's a real near miss. Room 122 and 120
We are sorry to hear we did not meet with our high standards expected of an international brand. Service excellence, as well as the safety of our guests, is of utmost importance at the Hotel and we certainly do apologise for any inconvenience and upset possible caused. This matter was deal with by our Assistant General Manager during your stay with us, and great care was taken to ensure your well being, making use of surveillance cameras and intercom's. Our Assistant General Manager did make contact with you when the doors were opened to ensure your well being and you did indicate to him that all was well. We are sorry if the efforts provided did not meet with your expectations, as our guests safety and well being is of utmost importance to us. An email has been sent through to you. Yours sincerely, B McLeod - General Manager
We are sorry to hear we did not meet with our high standards expected of an international brand. Service excellence, as well as the safety of our guests, is of utmost importance at the Hotel and we certainly do apologise for any inconvenience and upset possible caused. This matter was deal with by our Assistant General Manager during your stay with us, and great care was taken to ensure your well being, making use of surveillance cameras and intercom's. Our Assistant General Manager did make contact with you when the doors were opened to ensure your well being and you did indicate to him that all was well. We are sorry if the efforts provided did not meet with your expectations, as our guests safety and well being is of utmost importance to us. An email has been sent through to you. Yours sincerely, B McLeod - General Manager