Pathetic Service

I stayed at the Maslow Sandton for this weekend that had passed with my family. The service that we received was incredibly disappointing. It’s sad that the facilities in the hotel are good but the level of incompetence shown by ALL staff including managers is disgraceful as a Sun International Hotel. Staff are unfriendly and are not knowledgeable about anything in the hotel.

I spent Sunday morning at the poolside with my toddler. A waiter and menu was requested from two passerby staff who did not bother to greet or acknowledge our existence. After an hour of waiting for a waiter I proceeded to the front desk to ask for the manager. Afrika was there, he claimed to be the front manager. I told him that there was no waiter situated at the pool and that we were waiting an hour for a requested waiter and menu. No apology was given. He stated that he would send someone. I returned to the pool with my toddler and waited. A good 15 minutes passed before a waiter wandered aimlessly towards us. We were given a food menu that read ALL DAY MENU. And a drinks menu. I ordered a mocktail and my family members ordered a gin and tonic and a virgin pinacolada. We also asked for food items from the food menu but were told that the kitchen was not open and the waiter needs to find out if they will make it.

Why is it then a ALL DAY Menu?

A good half an hour passed before she returned with 2 of the drinks. When asked about the food, she said she forgot to ask. I asked her to go and get her manager.

We waited. No one came. A passing staff member approached us, whom we confronted and asked again for the manager. The lady stated that she was the manager. We explained the situation to her. She apologized, claiming that she knows there is a problem with staff competence. Then went on to suggest to us that service was not good that day due to the fact that a guest had tried to commit suicide. She was found in her room and paramedics were called.

Now this was unbeknown to me and frankly I don’t think that guest information should be given out in that manner.

Regardless she said that we could now order meals and that they were reprinting menus with kitchen times on it. We declined the offer, deciding to rather eat at Sandton City then risk any more bad service. The bill arrived with two extra rum orders and an extra alcoholic beverage we didn’t order.

I took my child to the room to bath her. The cleaning staff buzzed and I opened the door. The lady came in and proceeded to make the bed without asking whether I would like her to do so at the time seeing that I’m evidently busy bathing my child.

I let her do it as at that point I could not bare to handle any more of your staff. I was not greeted properly by her. Not asked if I needed anything. Not spoken to at all.

She then told me she is going to vacuum. I had just taken my child out of the tub. I asked her to please come back in 30 minutes to vacuum. She told me she’s very busy and has ten more room s to do so she won’t vacuum my room. I must get the 2pm girls to do it. And she left.

Your staff are untrained in the ways of the hospitality industry. Not even your front desk staff greet or inquire if anything is needed. In fact they do not even acknowledge your existence.

My child walked towards your automatic revolving doors, fell and got stuck in the doors. Not one of your front end staff who all stood and watched the ordeal assisted. No one came to check if the child was okay. No one asked if I needed help.

I regard this as my worst experience at a Sun International Hotel and will never set foot there again.