Manzi Monate

Poor communication and accountability overshadowed what should have been a pleasant stay.

Our recent stay at Manzi Monate was unfortunately very disappointing. The biggest concern was not that things went wrong; things can happen at any resort, but the lack of communication, responsiveness and accountability when we tried to have the issues resolved. On arrival, there was no staff member who checked the unit with us to ensure that everything was in order. In fact the unit was not prepared at all for our arrival. We subsequently discovered that the microwave, kettle and toaster were missing. We immediately tried to contact the resort. Our first complaint was logged at 18:46 on Monday evening. Neither the landline nor the emergency WhatsApp number was answered. We eventually received a response at 07:29 the following morning, stating, “We will attend to you ASAP.” I called again at 10:35, but there was still no answer. We were only attended to around 11:00, after we asked the two cleaners to notify management. The explanation we were given was that, because of maintenance taking place at the resort, the kitchen appliances had been packed away in a cupboard. What was particularly frustrating was that no one had made any attempt to return the appliances to their designated places before our arrival. This left us wondering: were guests expected to move and install the appliances themselves, and if something was damaged while doing so, who would be responsible? Josh, the resort manager, eventually came to apologise, but rather than taking responsibility for the situation, we were given an explanation about a new security guard who apparently ''did not know the rules'' was meant to ensure the appliances were set up for our arrival. I found this particularly frustrating. A new staff member's lack of training or knowledge is not the guest's responsibility. I was also told, after making numerous calls, that there were apparently no missed calls from my number. Given the number of attempts we made to contact the resort, this was extremely frustrating and did little to reassure us that our concerns were being taken seriously. Another concern was that the unit did not have a TV decoder. Had we not brought our own TV box with us, using the television as an option to entertain the children would not have been possible. This is something that should be clearly communicated to guests before or upon arrival, particularly for families travelling with children, so that they can make appropriate arrangements. The children's activities were another disappointment. On arrival, I specifically asked reception about activities for the children and whether there was a daily programme. I was directed to the kiosk, where I was told that there was no activity programme because it was not school holidays. However, the three-term schools were on holiday at the time. I was also not informed that a R200 card, and not refundable deposit was required to use the games and games room. I only discovered this the following day when I asked about getting a soccer ball and was told that I needed to pay R200 for my kids to play with the soccer ball. This should have been clearly communicated on arrival. The games room itself was also unimpressive, and there were very few meaningful activities available for the children. The best part of our stay was undoubtedly Anna, the cleaner. She was attentive, friendly and genuinely helpful. Unlike some of the other interactions we had, Anna listened to our concerns, understood what we were experiencing and made an effort to assist us. Her attitude was professional and caring, and she was one of the few people who made us feel that our concerns actually mattered. I believe it is important to acknowledge good service when it is received, and Anna deserves recognition for the way she treated us and tried to help. Unfortunately, one helpful and attentive staff member cannot compensate for the broader communication and management issues we experienced. Overall, what disappointed me most was not the missing appliances or the limited activities on their own. It was the repeated lack of communication and the apparent reluctance to take responsibility when legitimate concerns were raised. A resort cannot prevent every maintenance issue or staffing problem, but it can ensure that guests are informed, that units are checked before check-in, that communication channels are actually monitored, and that staff take ownership of resolving problems rather than offering excuses. I expected a much better level of service and communication for a holiday and leisure resort. Unfortunately, based on this experience, I would not recommend Manzi Monate without significant improvements to guest communication, management accountability, unit preparation and children's activities.