paid +R3000 for Zero service

Good day

Now that I have settled in from my trip to Mpumalanga with my group of friends.

I think it’s a good time to pen down the level of disappoint in one of Vitality travel partners.

We booked one night for the 7th of April 2024, a day which was supposed to be a special day for one of my friends since we were celebrating her birthday.

We arrived at Lions rock river lodge one hour before the check in time (2pm) since we were around the area doing few activities, we then requested to wait at the restaurant since we were early and our rooms were not yet ready.

The restaurant was a bit messy understandably since there was a wedding the previous day, we had our coffee since it was a rainy weather and relaxed a bit. Close to an hours later after the check-in time we were still waiting in an open restaurant area with no communication in terms of what’s happening with our rooms.

At this time it seemed as if there were still guest that attended the wedding the previous day that were still occupying our rooms... after numerus communication with the lady at the reception that we are cold and we need to take a shower as we were hiking the entire morning so we are tired. Our rooms were ready just around 4pm.

As we were taken to our rooms, the birthday romantic turndown surprise was not done despite booking a month in advance and constantly communication with the receptionist throughout the month. Only to be told later that our request won’t be possible as the stuff had already left.

The restaurant is located next to the river and our rooms were located at the top of the mountain or hill, the rood was muddy and slippery which made it difficult to drive up… we had to get out of the car and help the driver to pick the road properly I order to drive up the mountain. The driver had to keep as steady momentum in order to find traction. We on the other had had to walk to the reception in a muddy road and rain.

We were got to the reception we were not properly oriented in terms of the directions and small details that will be vital for the duration of our stay, we had to WhatsApp the lady at the reception for each and every small details.

After we refreshed we asked the lady at the restaurant to help us drive down to the restaurant using their cars as we were scared to drive our car even work in the dark, which they agreed and to take us there for breakfast in the morning.

We realised after we coming back from Dinner that we were not given the keys to one of the rooms that we were occupying, this is after there was a power outage which they knew but failed to inform us of the power outage. Once again we had to contact the lady at the reception as there were no battery lights and we were seating in the dark.

We were informed that the other room has power but we couldn’t move since there were no keys for the one we were occupying… They at first claimed the light & key were in the room only for them to later bring the items without any apology. After chilling a bit we decided to go to our respective rooms and we were able to charge our gargets in the other rooms so that they are ready for the following day.

The following day, we were ready by the time we agreed to be picked up but the car was no show, at this time we were not even surprised as this has been the treatment since we arrived. After some time we called the reception again and asked for the breakfast to be brought to our rooms since we can’t go down and they agreed, the breakfast was then changed to sandwiches and subsequent to that the breakfast nor the sandwiches were delivered to our rooms.

We then decided to leave the place and grab breakfast on the road as we still had to catch a flight at OR Tambo Int airport to PE that day, the girl at the reception refused to open the gate for us as we owed R30.00 for water we ordered while we were having Dinner the previous day. This is on top on +R3000 we spent on this accommodation for Zero service.

We had to drive back to the reception and that were we meet the manager for the second time after the Key issue the previous day.

This were we actually raised our complaints with the receptionist and the manager that all our requests for service were met with hostility, questioning and suspicion from the manager and slow response by staff as they had to constantly consult with the manager.

The manager swore at us and told us to take our sh** & leave after we have enquired about the lack of service during our stay. He even further stated that her accommodation was no Hilton & he didn’t have staff to run after us every 5minutes when we have asked for basic services that come with the rooms i.e. keys, battery lights and breakfast as when we booked through Vitality travel we included Dinner and breakfast.

I have all the WhatsApp conversations to prove the above and a recording of our conversation with the receptionist and her manager which led to him swearing at us.

I pity and feel sorry for the stuff that works under this manager as their working conditions are not desirable, we could sense a bit of abuse from the management.

When we arrived at this place the guys at the restaurant already indicated to the guy who appeared to be the manager that they are tired and they want to go home as they hardly slept since there was a wedding the previous day. The guy disapproved this and angrily made or prepared the stuff for us while the workers were packing their stuff and leaving.

When we were walking up the mountain in the rain we bumped into one of the cleaners which I won’t name her name who claimed that they walk that road more than 5 times a day no matter what the weather outside looks like, this is despite the lodge having multiple cars that can take the workers up and down the hill.

When we complained to the manager the next day and showed him the WhatsApp conversations we’ve had with his stuff, he screamed to the lady at the reception and told her that he’s going to throw her under the bus as this is all their fault.

The only thing we wanted from him was to take ownership as the manager instead of shifting blame to the stuff as he was also heavily involve since we checked in… instead he started swearing at us and told the lady to open the gate for us.

The behavior and how they treat certain guest needs to change. most importantly the managers need to respect their employees…

Their site sells you the dream while the reality on the ground is totally different.

This has really left a bitter taste amongst my friends, till today we have not even received an apology from the accommodation provider.