1 reviews | Active since May 2016
Reservation Fail
<p>I called Kievets Kroon on Thursday afternoon to make a room reservation as I had been invited to a two day conference in that venue the following week. The organizer was currently on leave and asked me to please make the additional booking myself.</p> <p>After speaking with their helpful and friendly department, I was told that they will get back to me first thing the next day. </p> <p>Patiently waiting until lunch on Friday, I called in again and was told that were fully booked even though I was on their website at the same time and there was availability on the system. After booking my room online and receiving the confirmation email, I called in again to double check I had an actual room instead of finding out when it was too late. </p> <p>The helpful reservation department, went through 3 different people and then their manager to inform me that no I do not have an actual room, just a "confirmation." I asked them so what meant that I had email confirmation but not an actual room and their response- "A glitch in their system"</p> <p>However they could book me into another hotel, 3 km away but would not provide transport to get me to and from my conference.</p> <p>So my options were to walk 3km to get to the nearest hotel or get an uber at the end of the day (I was not traveling to the venue with my car), pitch up with my confirmation and see what would happen or kindly request that the staff look in any cancellations and get back to me on availability. I asked the staff to please review their availability and get back to me. </p> <p> </p> <p>The staff promptly called the conference organiser (who was on leave) and told her to inform me that there is no more accommodation. I then realised that Kievits Kroon would not be assisting me or finding a solution for their "glitch"</p> <p> </p> <p>Finally on my last call, I asked the country estate to not do anything more. </p> <p> </p> <p>This was my experience. If you prefer chancing your room reservation, perhaps becoming another "glitch" or dealing with their customer "service" department, then I highly recommend this country estate. </p>
Unfortunately, we were already fully booked when you made your online booking and I must apologise profusely for the fact that the system did not reflect this. However, our reservations team reports that when you called to check your booking, this was explained to you and they offered to make an alternative reservation for you at a hotel some 3 km away. They also explained to you that Kievits Kroon outsources all guest transfers and we would not be able to provide transport for you.
Our reservations manager then contacted the conference organiser to notify her that you would be attending the conference. This was the protocol that had been agreed with her. The organiser advised that you were only attending one day of the event and therefore it was not necessary to book accommodation.
When Eloise from our team called you back to discuss the options, she was advised not to continue with the reservation.
There appears to have been a breakdown in communication between you and my team and I apologise for that. However, I do believe the reservations team did everything in their power to try to make alternative arrangements for you.
ALAN O’LEARY, MANAGING DIRECTOR
Unfortunately, we were already fully booked when you made your online booking and I must apologise profusely for the fact that the system did not reflect this. However, our reservations team reports that when you called to check your booking, this was explained to you and they offered to make an alternative reservation for you at a hotel some 3 km away. They also explained to you that Kievits Kroon outsources all guest transfers and we would not be able to provide transport for you.
Our reservations manager then contacted the conference organiser to notify her that you would be attending the conference. This was the protocol that had been agreed with her. The organiser advised that you were only attending one day of the event and therefore it was not necessary to book accommodation.
When Eloise from our team called you back to discuss the options, she was advised not to continue with the reservation.
There appears to have been a breakdown in communication between you and my team and I apologise for that. However, I do believe the reservations team did everything in their power to try to make alternative arrangements for you.
ALAN O’LEARY, MANAGING DIRECTOR