Appalling service and reception from manager and staff. We left the property without being served breakfast, being sworn at by the manager & with a sour taste in our month.

The manager told us & I quote “to take our sh** & leave” after we enquired about the lack of service during our stay. He further stated that this “was no Hilton & he didn’t have staff to run after us every 5minutes” this is after we asked for basic services that come with the rooms i.e. keys, battery lights and breakfast. We showed him the timeous communication with his staff instead of being apologetic & taking responsibility he had stated that he will “throw his staff under the bus” for making empty promises when we asked what good that would do he threw us out of the property without providing us the breakfast we had paid for. (*All conversations were recorded & screenshot).

Context: On our arrival our room was not ready by their set checkin time 2pm. We were told by their staff that there had a wedding & were running behind, this is despite booking a month in advance & communicating with them prior to checkin on our time of arrival. We waited at their restaurant for an hour & a half, wet & cold from the rain. We only got feedback when we asked for it & were officially checked in 2hours after our arrival. We had organised for a birthday romantic turndown surprise & were later told it cannot be done as the staff had left.

We were not properly oriented & had to ask for every piece of information by calling and WhatsApp’ing reception. This includes for directions to our rooms and reception.

Once night fell there was a power failure which we were not informed about, we had to once more contact reception as there was no battery lights provided in the rooms even though they knew about the power problem moreover, we couldn’t leave the room to occupy the one that had lights as keys were not provided.

Our requests for service were met with hostility, questioning and suspicion from the manager and ever so slow response by staff. They claimed the light & key were in the room only for them to later bring the items without apology. We had to sit on the dark while they took time to sort out the basics.

We had booked two rooms fortunately one of them was not affected by the power cuts and that is how we were able to charge our electronics. It was suggested breakfast be brought up to our rooms since our car struggled on their unpaved , we placed orders & were later told that it was changed to sandwiches and later the promise was not fulfilled.