COMPLAINT VELMORE HOTEL & SPA (Orion Group)

Underneath is a copy of my email dated 1 May 2021 sent to the General Manager of the Velmore Hotel & Spa in Centurion. I received no feedback from the GM. After a week I forwarded the same email to the CEO of Orion Group as well as their "ïnfo" email address. Again no response. Not even a acknowledgement of receipt. Maybe just proof of my concern: No interest in Customer Service. Take my advice. Stay away.

Dear Sir/Madan I would like to bring our unpleasant experience at your establishment to your notice. Please refer to booking no ***. In: Friday 23/4/2021 Out: Tuesday 27/4/2021 Name of booking: Marieta Steenekamp

Friday We arrived late afternoon on Friday. From the outside the Hotel is very impressive. Grounds are at face value well maintained and beautiful. Our check in procedure went very well and Bheki assist us satisfactory. When we arrived in our allocated room (can’t remember the room number), we were shocked. Here is an abridged list of items that were shocking: • The general cleanliness of the room was not to standard and shocking • When I lifted the bedding up, the duvet and fitted sheet was stained with yellow marks. Don’t know what it was but not attracting. We could just imagine what caused the stains • Bedding was torn with actual holes in it • Duvet did not fit into the duvet cover • There was a dead insect (quite big) on the floor • The wooden floors had water stains on it that looked terrible • There was only one chair on the balcony. I don’t know between my wife and I, who should sit and the other should stand? • No table on balcony • This only chair on the balcony was so dirty. Stained. Just a good wash would’ve made it look better • There were cigarette ash on the balcony from the previous guest. So, obviously the cleaner didn’t bother to even sweep the balcony never the less mop it. Normally cigarette ash blows away in wind but this was obviously still fresh from previous guest • The 2 seater couch and one seater chair is dilapidated. Its made from cosmetic leather (which is nothing wring with) but it is so old that the black coloring and “plastic leather” is pealing off. • The windows leading to the balcony was so dirty! I made a cross with my fingers. I’m sure It might still be there. One can write its own name in the dust. • Curtains were torn and very very dirty. • The draw where the hairdryer is kept in, couldn’t stay closed. If one closes it, it slides open again. • There was a red stain on the wall. Don’t know if it was blood or tomato juice. Rather don’t want to think about that. • The provided complementary coffee/tea had plastic teas****s

We phoned down to reception to ask the Manager on duty to join us in the room to show him our concerns/complaints. Bheki, the reception guy, said there was no manager present and that he will personal come up to the room. We showed him all our concerns/complaints. We then asked him for our money back but he said he cannot authorize that and that he doubt it if we will be refunded. We then asked if he can maybe arrange for us to be accommodated at the Orion, The Venue Hotel, as we’ve been there before and we know what the standard was. Bheki again said that he is not in a authorized position to assist us. He then offered to show us another room which might be to our satisfaction. I remained in the room with our luggage and my wife accompanied Bheki to view the other room. It looked at a stance in a better condition but the occupants just vacated and the cleaners were still cleaning the room,. We waited 53 min for the room to be ready.

The “upgraded” room. Here is a list of items that were not to standard: • The Saturday night we did sleep much. We had the room on the top floor at the end of the passage. Underneath in the garden was the water works where assumably the water for the whole establishment was pumped from. This pump staring to give problems during the night and switched on and off and every time this happened the pipes that ran up the wall to feed al the room made the most unbearable sound imaginable in the ceiling. We even taped the sound on our cell phones. We did see the maintenance staff working on the pump on Saturday morning and assumed Management knew about the problem. This noise in the ceiling continued for the rest of our stay until Tuesday 27th. • Again there were yellow stains on the bedding. • The duvet also did not fit the bed. Too small. • The bed base is broken. Its ****ging in the middle. • The towels were more cream than white. When using the towels, the first thought that crosses ones mind is, how may people used this towel and the shivers ran down one’s spine. We eventually ended up buying our own towels from PnP in the Forest Hill Shopping Centre. • The TV only has SABC 1, 2, 3 and Etv although the adverti*****t states “Flatscreen TV & selected DSTV Channels” • The bathroom tub’s drain is blocked. The water doesn’t drain. It slowly empties • The bathtub stop is not working properly. The water runs out whilst one is still bathing • The bedside table is halfway down and busy falling. • Some of the downlighter lights were not working (which wasn’t really a problem). We were just happy enough to have lights. • Plastic Teas****s provided with the Coffee/Tea • The one glass was still dirty with finger marks on it. Don’t know if it was from the cleaner of previous guest. • No toilet Air freshener supp****.

We left to go to Forrest Hill Shopping Center to have breakfast and lunch there. So, we were not in our room for most of the day.

Breakfast Sunday 25th April We were told that breakfast is served from 07:00 to 10:00. May I add that we paid for Bed and Breakfast so it was included in the fare • No Covid protocol in place. No sanitizing. No temperature measurements. No questionnaire on possible symptoms. There are however a bottle with sanitizer by the entrance where one should help yourself • My wife and I arrived at 09:30. The restaurant Area was packed with Wedding Guests from the previous night • The first sight that caught my eye was the round glass window in the door that leads to the kitchen. It is SO dirty from months and month’s fat. The door leading to the kitchen was open and what I could see from where I was standing, the kitchen was very dirty especially the floor. Maybe the door should be kept closed • There are so may lightbulbs that are not working. One doesn’t know if the lights are on or off. It wasn’t dark but clearly needed some maintenance • By the time we arrived at 09:30, there was very little food left. • Plates were kept in a Stainless Steel box with a sign that said “Warm Plates”. It wasn’t working. Plates were cold. • All food was cold except the eggs we had the privilege to ask how it should cooked and the toast that we did ourselves (nothing wrong with making your own toast). • However the toast was served from a plastic bag as it was bought from the supplier. My common sense will say that the bread should be in a basket with a cloth or serviette closing it not to get dry. The brand of the toast is also of a low quality make. Maybe if the bread was in a basket, I wouldn’t have questioned the quality? • Butter and Jam served in an open bowel. No hygiene with mini butter tubs and jam in small containers • We asked the lady behind the counter to warm up our food it up in the microwave which she did as all was cold except the eggs • The juice served was diluted Guava juice which was very very unpleasant. Clearly diluted more than the prescribed way. Only one flavor available…. Should a 4 star hotel not have a variety of juices available and of a better quality? • Plastic Teas****s with Coffee and Tea. • One of the tea flavors were not even covered (tagged but not in an envelope). Imagine the dust and all the staff and guests hands that must’ve touched the teabags. • The chairs that both my wife and I sat on was about to fall apart. One had to balance yourself not to lean to the left or right or to the front or back • There were two salt pots (not even looked the same shape) on the table. No pepper. I had stand up looking from the other tables for pepper and ask the other guests if I may borrow their pepper • The tomato, mustard and sweet chili sauce was served in plastic containers with stickers on the outside indicating the contents • The cup that I had my coffee in was cracked in two places. This I only saw after I finished.

Breakfast Monday 26th April • I arrived at the Restaurant were breakfast is served at 07:45. • Only the waitress was there. • Coffee was ready. No Milk • Plastic Teas****s again • Cereals were packed out. No Yoghurt, no fresh fruit. Only cereals with no milk • The waitress told me that the chef was late for work and that he is busy with preparations for breakfast. • I ended up having two slices of toast with coffee. By now, the waitress did bring me milk. Again the butter and jam issue…. So for a full buffet breakfast for which I paid for, I only had two slices of toast with no jam and a cup of coffee.

General Buildings are beautiful but neglected. The front entrance to the Hotel was very dirty. Not dust and leaves from the day. The bird poo was old. Spider webs all over. In the gardens, on the balconies. The water feature in front of the Restaurant area is not in operation. This place has got so much potential and I can imagine that it was once a prestigious, glamorous venue not only for hotel visitors but functions and conferences. I am also conscious of the impact Covid had on the hospitality industry but the things we saw and experienced at Velmore is shocking. I’m also aware that any establishment and or building or operation will neglect during a closure like the lockdown we had in 2020 but then at least one section of the Hotel should be closed where Management could focus on the used sections. And Orion is proud to advertise Velmore as a 4 star Hotel?

Dear Sir/Madam. I’m bringing all of the above to your attention with an opportunity to respond. I’m seriously considering to place all of the above on social media and I think you will be well aware what impact social media has on any placing. Well, personally we will NEVER visit your establishment again and I will think twice before using any other Orion Establishment. I’m also not convinced that the Orion Group has got an idea of what is going on at Velmore Hotel and Spa.

We don’t see ourselves as difficult customers and definitely not expecting royal treatment but I must say, this was the most disappointing stay we ever had. I can gladly supply you with photos of all of the above issues that we experienced.

Hope to hear from you soon Regards

Dries Steenekamp