Disgusting help!

<p>First my Photographer couldnt take photos of the venue at 11am becasue there was dirty linen, plates etc in our room - NOR could the florist set up at 10am as MAKITI Stimpulated!!<br /><br />Then their Room Key for my **** of honour and her Fiance(Groomsman) could not get into their paid for room, Stayed in the cold waiting for staff who appparently stay on the property to help them. They claim to have video footage and telephon footage, but deny proof of this ? And refuse the 100%refund.... <br /><br />See email corrospondence, they refuse to help us, Anna Marie - General MAnager - said yesterday it will get orted today, but she isnt there so 'She doesnt have to sort it out" <br /><br />Who would have thought a big Venue would treat their customers like this??<br /><br /><br /></p> <p>Maxine Engelbrecht<br />Jul 7 (7 days ago) <br /> <br /> <br /> <br />to customercare, me<br /> <br /> <br /> <br /> <br /> <br /> <br />Good day Annemarie</p> <p> </p> <p>As discussed telephonically, please see below full account of what happened with the room.</p> <p> </p> <p>My fiancé and I arrived at the room around 3am in the morning on 2 July. We tried to use our key card to access the room, however it did not work. I will admit that we did not see an orange sign with contact numbers, however I feel this is irrelevant as we found the security guard who was able to help us and contact the relevant people. Whether through us or not, we made our contact to the necessary people and thus would qualify for the refund.</p> <p> </p> <p>The guard contacted your maintenance man on the phone, disappeared for a while and came back with another card. This too did not work. He was then on and off of the phone with the maintenance man. My partner then requested to speak to this man, who proceeded to tell him that it was our fault for coming to the room so late (please check your phone records for this, as you claim to have). The reason we booked the room was so that we could get to bed at whatever time we wanted, and regardless of the time, your room keys should be working- so it was incredibly rude of him to try and shift the blame to us.</p> <p> </p> <p>The maintenance man did not come promptly (or at all, according to myself, as we did not get to meet or see him), and instead sent the security guard up and down for a solution. The security guard then returned with a key (not a card like before) and tried to open the room. This still did not work (again, you can check your video footage where my partner, myself and the security guard stood at the door while he tried the cards and key over and over again, with us eventually telling him they were clearly not working). You can also confirm this with the occupants of the room next to us, as the lady came out to see what the commotion was about and watched the guard try and fail to open the door with his key.</p> <p> </p> <p>Please note that by now, it was already around 4am and we had been waiting outside in the cold for an hour, for someone to help us open our room door. This in its own in unacceptable and you should take responsibility for your failure to give your paying guests a working room. Despite many calls, the maintenance man failed to come out and assist us, even after speaking again to my partner, where, after an hour, he needed “time to change” before coming through. Why had he not ‘changed’ when we first called him at 3am and come through ASAP (as you mentioned, the maintenance personnel stay on the property, so it doesn’t take long to respond). Again, please feel free to check this on your records, as you say all telephonic calls were recorded. Please also check the timing of these phone calls, and you will see that he failed to assist us for over an hour.</p> <p> </p> <p>As you can imagine, after spending just over an hour waiting outside on a Winter morning, my partner and I were freezing cold and frustrated. Luckily I had family who had booked out the farmhouse, so we went there to be out of the cold. After all, who knew how long this maintenance man would come an assist us, seeing as though he had already failed to do so for more than an hour. You could say we refused to wait longer in the cold, but under no account did we refuse to come to the room- no one had even approached us at the farmhouse to tell us that the room had been opened. Having video footage of the rooms, I’m sure you would also have footage of the farmhouse entrance where you will see that no one had approached us. You will not find in any video footage, myself and my partner facing your maintenance man. This is because he made no effort to meet or approach us to sort out this issue. He knew we were in the farmhouse, so it would seem only fair that once he had sorted out the room, he would come and inform us so that we could go to our room to sleep. My partner and I had to share a (broken) single bed in the farm house- I can assure you we would have much preferred the double bed we had paid for.</p> <p> </p> <p>Please check your video and telephonic records and you will see that all the above information is true. If you somewhere find evidence of us being told that our room had been opened and ‘refusing’ to come to the room after, please send this to me and I will gladly accept a 50% refund. However, you will find that you cannot prove this, and I expect a full refund for being denied a room to sleep in after paying for it beforehand in full. I would also appreciate an apology from you and your maintenance man for making us wait for over an hour in the cold, and then still telling us that we were in the wrong. It was your error, and you should accept the responsibility of accommodating your guests after such an occurrence.</p> <p> </p> <p>To add insult to injury, we were denied the deposit on our room key, because the restaurant claimed that we did not pay the R100. This is again false as we would not have been able to get the key without a deposit. My fiancé went to reception to complain about this and was told that they do not have the cash, but would EFT us our room deposit. This has not yet happened and I expect to be refunded our deposit as well.</p> <p> </p> <p> </p> <p> </p> <p> </p> <p>From: Patricia Engelbrecht <br />Sent: Thursday, 06 July 2017 20:22<br />To: maxine<br />Subject: Fwd: accomodation</p> <p> </p> <p>---------- Forwarded message ----------<br />From: "Customercare" ********** />Date: 06 Jul 2017 2:09 PM<br />Subject: accomodation<br />To: <patriciaengelbrecht<br />Cc: </p> <p> </p> <p> </p> <p> </p> <p>Good day Patricia</p> <p> </p> <p>I trust you are well.</p> <p> </p> <p>I refer to the incident on the 2nd July at Makiti:</p> <p>I spoke to the person that was on standby on the night. He was the person that also assisted your guest after the guard contacted him. All the telephonic conversations were recorded as back up information, as this is standard procedure. The guard did notify the maintenance person of the card that didn’t work. According to our maintenance person he had a short telephonic conversation with the guest and then went to the room and opened the room with the Backup key, (have it on video camera) but the guest was at the farmhouse and refused to come to the allocated room. Our maintenance personnel stay on the property, so it doesn’t take long to respond. All of this happened after 3 o clock in the morning.</p> <p> </p> <p>There is a huge orange note next to the specific room, in the passage, that reflects all the necessary contact numbers that can be phoned. We also state on this document that if a client doesn’t contact one of these numbers, we don’t do refunds as we do have all the necessary people on standby as well as the numbers available. He didn’t phone one of these numbers, but rather went to the guard at the gate. The numbers are printed bold, very easy to see.</p> <p> </p> <p>We are willing to meet you half way, and refund 50% of the amount paid for the room. I see you paid for the room; just confirm the specific account number that it needs to be paid into.</p> <p> </p> <p>Keep well</p> <p> </p> <p>Kind regards</p> <p>Annemarie</p> <p>Makiti Manager</p> <p>011 ********** /5/6</p> <p> </p> <p> </p> <p>vriendelike groete</p> <p> </p> <p>Annemarie</p> <p>Customer care/Manager</p> <p>011 ********** /5/6</p> <p>Fax: 086 ********** </p> ********** <p>Website: www.makiti.co.za</p> <p> </p> <p>The will of God won't take you where the grace of God can't protect you! </p> <p> </p> <p> </p>