Horrifying experience

They do not even deserve a star .. sorry to say

To Whom it may concern.

I am writing this email with frustration regarding our stay at Kiara lodge (19-22 November 2021)

I was excited to have my child’s birthday at Kiara lodge – I checked the website and the opening date for the pools in July, then it moved to September and now it shows coming soon.

I called the lodge to complain about this. I also requested that firstly I want to speak to the manager, I was handed to the RECEPTIONIST WHO ACTED AS A MANAGER, THIS SORT OF BEHAVIOUR IS PATHETIC coming from such a resort. Of course, I did not know at that time I was talking to just a receptionist to help me. I don’t mind talking to a receptionist when I need their help, I NEEDED SOMEONE WITH AUTHORITY- I HAD PEOPLE BOOK AT THAT RESORT I NEEDED A DAMN POOL FOR MY KIDS BIRTHDAY A RECEPTIONIST HAS NO AUTHORITY WHAT SO EVER. WHAT THE HELL WAS SHE THINKING TO PRETEND TO BE A MANAGER AND THAT IS WHY SHE DIDN’T EVEN TRY TO HELP ME – A MANAGER SHOULD AT LEAST TRY AND HELP BECAUSE THEY HAVE THAT AUTHORITY. I told her I wanted a pool party for my child, first she gave me her long stories which doesn’t add up obviously she is just a damn receptionist acting as the manager there. She then tells me to call dream vacation to see if they can do something – so I call them and they have the decency to call back and say that they don’t own any units with a pool so that I must call Kiara lodge back and request from them to use an area that has a pool.

And so, I call back asking for the manager again (the one I spoke to of course to find out that the manager and assistant manager are Male and the lady I spoke to was a DAMN RECEPTIONIST! I WAS SICKENED BY SUCH BEHAVIOUR AND SUCH LIES FROM YOUR RESORT. WHO DOES SOMETHING SO DESPICABLE AND LOW! I then asked that the manager Jacques call me back, I have been for my stay. I have come back from the place, and I am still waiting for Jacques to call me back, and I left a number for him to call. THAT SO CALLED MANAGER / RECEPTIONIST TELLS ME TO CANCEL MY BOOKING AND REBOOK A VILLA WITH A POOL. I MEAN WHAT ON EARTH IS THAT!

We had such a drama with the towels we requested to see the manager but not Jaques or Styen came to see us! This is what kiara lodge management is all about – your managers have absolutely no decency to check up on their customers and we even requested to see them.

We also mentioned we did not want upstairs and wanted a ground floor unit; they did not even do that for us. They could not even swap us on the day, yet other units were empty downstairs.

It does not end there ….

WE WERE NEVER TOLD BY ANYONE THAT WE MUST USE THE TOWELS PROVIDED BY THE LODGE FOR 3DAYS ... MEANING 3 DAYS X 2 totally unacceptable, this will be reported to the department of health regarding hygiene issues. I was not told to bring my own towels. Because we had people staying in other units as well and they had changing of towels and housekeeping every day.

We were then told to use the washing machines provided for laundry which is R5 per a load.

With pouring rain on Sunday, we get to a flooded laundromat to wash our towels which cost R10 a load. My husband had to remove his shoes and walk in water trying to do the laundry, (Pictures will be attached) nobody could assist him remove the water or help him sweep of the water there were no brooms available. After the washed load, they transferred it to the tumble dryer which did not even dry the towels as cold as it was in Claren. We had to use wet towels the next morning. Luckily there one cleaner saw the situation and brought us a set of clean towels on Monday morning.

My reason for this stay was to celebrate my daughter’s 3rd birthday party hence we had people booked in with us, the most disappointing thing for them was the misleading of the pool park not being ready for their children use, they did not even get a discount on the rates.

This was not a free holiday. We wasted money, petrol driving there to be treated with the worst kind of service.

I WILL NEVER RECOMMEND THIS RESORT TO ANYONE TO BOOK.

Customer service is Zero, people should not support the resort.

This was a horrifying weekend at Kiara lodge.

Just stating my experience with other people who want to book this resort ..

The feedback i got from this company is ... I should mention the above to my Vacation club .. what about the people whom used their website to book who do they contact ??? maybe a the CEO or MD should contact me regarding this issue and not just a general worker who doesn't give a damn about customers and service .