Very disappointed: terrible customer service

Our self-catering chalet had a great view, was clean, well-equipped, and more than comfortable. We thoroughly enjoyed our horse ride and spa treatments as well. The Games Room had one set of table tennis bats and, even on request, a second set could not be produced to play a round of doubles. There was a score bard for the bowls, but no chalk, not even from reception. We were given pen and paper instead. The fountain and stream around the putt-putt course were stagnant and very dirty. The gardens and general property look very little like the photos on the website, needing a lot of maintenance to restore them to past glory.

We are so very disappointed with the service we received here: having filled in "honeymoon" as our reason for staying on both the booking and check-in forms, there wasn't anything in the room, even small and inexpensive, to acknowledge this. The restaurant was closed more than it was open. A wedding guest tried to gift us during our stay here but, due to lack of communication from the admin staff, could not do so, and we were left embarrassed. We initially booked our stay for dates that fell into the Covid hard lockdown of 2020 and trying to redeem our Covid voucher was a nightmare. Also, we had previously booked a 4-night stay and now, with our voucher, could only book a 3-night stay for this year. The First Group still has R400 credit of ours which we were not allowed to use towards an activity or meal at Midlands Saddle and Trout as it is "accommodation credit" only. We are yet to get our money back. Poor, poor service. Very disappointed.