Appalling assistance received from Hyde Park Corner Management team

On Friday the 29th of September between 12:00 and 12:30 i went there to purchase something for a wedding i was attending that afternoon. When we came out to the car we found that the bonnet of the car was dented by side cutters that fell from above (We presume it was from the hotel window or the roof). The parking spot we used is on the side of the building where half the car is not covered. (Parking level 4 facing Sandton)

We called the security guard on duty who assisted by taking us to the hotel maintenance crew. The maintenance crew looked at the tool and said "we don't use those tools". They were not interested in calling management or assisting in any way at all!

I said i want to speak to the hotel manager, i was then taken into the hotel and spoke to a guy named Siyabonga who was apparently the Hotels assistant GM. We went to the parking spot where this happened and they looked at the car (which had been moved to prevent anything else falling on it). They then proceeded to give me every excuse they could find, We don't use those tools came up again, The windows don't open wide, It fell from the roof (which is a valid point) but then they also said, it fell from the tree!!!! ***!? They were not interested in even going up to the rooms that were above the car to see if there was any maintenance happening, or if a guest was doing something they should not be. There was no assistance at all, only the blame came and excuses. This is supposed to be part of the Tsogo Sun hotel group!

They then wanted to call the Facilities manager of the centre (Brett) who said he was too busy at the time to come assist, We also had to leave to go to the wedding so it was understandable. The security took pictures of the car and the tool which made the dent, our contact details and description of the car and we left thinking we will sort this out on Monday (2nd October).

Monday came, we received no call from the centre to follow up on the issue so i called and asked for Brett. He was polite and asked that i e-mail him the pictures and the story of what happened which i did.

The next day i followed up to see if he had received my e-mail which he rep**** that he had and also CC'd his mail to the Hotel addressing Bernie regarding the matter and even CC'd the centres general manager Jacqui. and advised that he had still not received a reply. I thought, sure, maybe it might take some time as they need to investigate etc, its ok... I did ask how long he thinks they might take to give him feedback but received no reply, but that is ok, maybe he was busy and didn't read the full e-mail.

That Friday (ONE WEEK AFTER THE INCIDENT) i followed up again over e-mail asking what is going on and received no reply at all, again 4 days later (Tuesday 10 October) i mailed again asking what is going on and if he is the wrong person to speak with then he should direct me to the correct person, to this day i still have not received any reply from Brett. (He has my e-mail and phone number)

So i decided that last week Thursday (12th October) i will call again and ask to speak with Jacqui (The Centres GM) however she was busy so i was given to the Marketing Manager, Ayanda, who i explained all this to and she said she will follow up with Brett and get back to me the following afternoon (Friday 13th October). Guess what!? She didn't get back to me. Bare in mind this is now 2 weeks since the incident and we cant get any feedback from anyone at the hotel or at the centre. Not even a message saying that we are still following up with the hotel, or we have launched an investigation. NOTHING!!!!!

I then called again on Tuesday this week (17 October) and spoke to Ayanda asking what is happening, I received no useful information, she didn't know anything and wanted to follow up with Brett again which only makes me believe that she actually did nothing to assist. however she said she will get back to me that afternoon and update me on what is going on and she didn't!

It is now Thursday (19th October) and i called the centre again but no-one is available to assist me. it is now 1 day short of 3 weeks since the original incandescent and we know nothing except that the management staff at Hyde park Centre are useless! We are exactly where we started with a dented bonnet and neither the hotel or the centre wants to take responsibility for what happened or event try help us to resolve the issue. It is pathetic!

They work in the hospitality industry where you are supposed to help the people that come to your facilities as best as you can but it is clear that this team does not care at all!!!

Please is you know someone that can help me at the centre or in the media please get hold of me, otherwise keep sharing this so everyone can know what is going on at Hyde Park Corner and perhaps this will get back to some one who can assist!!