Terrible Treatment by Management :(

Kiara Lodge should be ashamed to call themselves a hotel. They have absolutely no idea how to run their hotel business and seem stuck in "Self-catering chalets" mentality. Reception closes at night and doesn't open until 9am. Being there for business I needed an iron at 6:30am. I had to walk to the front gate where reception is only to be told they only open at 9. The guard did me a favour and got one from the cleaning ladies as soon as they arrived at 8 and delivered it personally. The guard took better care of me than their own management did! Later I accidentally went to the entrance gate to exit before departing and they refused to open the gate ( which you have to use after 8pm btw) so they can open it. When I asked the manager if he wouldn't mind making an exception he spoke to me like I'm trespassing and I should be disciplined. Kiara Lodge, its all good and well to have policy but when you interact with your PAYING guests, be kind, be professional, explain things courteously, make sure your managers are actually trained to be client facing and understand how to conduct themselves before guests.

I was forced to go all the way around to the exit gate and when i got there the code they gave me would not work to get out. No guard present, no intercom on key pad to call for assistance, no response for a good few minutes before one of the groundsmen came to my rescue and entered his employee code. Again, I was treated better by the groundsmen than I was by management. I left your lodge feeling I was not valued and extremely angry that you would speak to me in that way and treat me in that way. Your policies cannot buy great customer experiences, how you take care of your customers determines that.

Thanks for nothing, worst experience in Clarens EVER.