Unbelievable travel agent service and definitely not 4 star hotel

I contacted Pentravel Agency to arrange a small 3 day getaway for me and my wife. I specifically requested they find a resort were there are activities for people with disabilities aswell as accessibility. I am aware that there are no specified resorts for disabled but I was more aiming for things like warmed pools or galaries etc. Instead we were booked at a business resort, with 90% lecturing rooms, conference centers, a wine tasting, gin classes and a shuttle service to a casino and 1 swimming pool about 600m to 800m from the reception area.

Before the actual dates of travel I informed the travel agent of all the special requirements aswell as answered all needed information like gown sizes and slipper sizes for the spa treatment.

When arriving at the hotel reception to check in we are informed we booked in a room on the 1st floor AND NO LIFT. I informed the travel agent my wife uses crutches to walk and I have difficulty walking, BUT WE BOOKED ON THE 1ST FLOOR WITH NO ELEVATOR ONLY STEPS.

I then discussed the situation with the hotel manager who was more than helpful. While infront of the manager I decided to confirm the DINNER RESERVATIONS DATE WE MADE WITH THE TRAVEL AGRNT THAT WAS PART OF THE PACKAGE, the hotel manager then confirms we had dinner and breakfast included in the package for the whole stay, which was strange because the travel agent told us only 1 dinner for 1 night and breakfast for the whole stay. I then confirmed with the manager is he certain it's all 3 nights as the travel agent said only for 1 dinner, he the said again ALL 3 NIGHT IM BOOKED FOR.

Once we were in the room my wife asked for a cup of coffee that hotels have in the room, so I went to make it, I noticed it's a double room for 2 people, they give 3 coffees, 2 hot choc, 2 white sugar and 2 brown sugar, unless you one of the few who does not drink sugar im sure you can understand the math for 2 people who do use sugar.

when I showered the drain for the shower was dangerous as it opened up into a hole in the ground I almost injured my left foot, again unless you disabled you need to understand some of us can't use our feet the way you do.

that first night my wife asked me to make double sure that the dinner was included in the package as we do not want to arrive without cash.

So I went to the reception area again to just make sure if everything is in order aswell as to set my wife's mind at ease.

This time I spoke to a African lady who also was very help full as the hotel manager had gone home. She then says to me she is not sure seems like there is a confusion between the hotel and the travel agent, that me and my wife must have dinner, charge it to the room and we sort it out in the morning, we're I WAS 100% Satisfied with that.

We sat and had dinner, had some cool drinks at R25 A can which we gladly paid cash for once we were finished eating. However after we were finished eating we informed the waitress what the lady at the front desk said and to charge it to the room.

While walking out the lobby area going to our room the waitress comes running shouting at us in front of other guests that we never paid our bill. I turned and took her to the front desk to solve the problem, when I returned to my wife who sat outside waiting for me I found her in a emotional state because some guests commented loud enough for her to hear they talking about us not paying the bill and laughing at her. Now for a NORMAL PERSON that might sound like nothing to be emotional about but until you physically disabled having people comment, point and stair all the time and then also to think you don't pay your bills you will never know the feeling.

In the morning on the 2nd day my wife and I went to attend the spa treatment that was part of our package. When given the gown and slippers I saw that the gown was about 3 times too big and the slippers were double the size I gave to the travel agent, again the spa center ladies fixed the problem and gave me the right sizes, but what was the point for the travel agent to ask our sizes if it's not communicated to the hotel.

After the spa treatment the hotel manager came to us in the lobby area and I the explained to him our situation including the shower drain and basically after day 1 we want to go home rather, he asked us to give him time to fix the problem and we agreed.

I also informed him we not gamblers so a casino is useless, we don't drink so a gin school and wine tasting is also useless but then we decided to go wine tasting and the manager said he will arrange everything, which he did, my wife enjoyed the arts and crafts they offered with the wine tasting and the education part.

When arriving at the room that afternoon the shower had not been repaired.

Atleast when we got to the restaurant for dinner the manager had sorted everything out and we no longer for the rest of the stay had meal problems with regards to dinner and breakfast.

On a number of times there were golf shuttles that took me and my wife were we needed to go but there were occasions were my wife and I were left waiting so long we eventually walked and that night suffered with back pains because of the standing and waiting and then the walk. Especially because the entire place is uphill.

On the 2nd evening after dinner we returned to our room and relaxed a little. I decided to order my wife 2 Fanta orange cool drinks and myself 2 coke cola cool drinks, when the room service delivered the price for everything was R137 for 4 cooldrink cans of 300ml. if you remember the 1st day we paid R25 a can 300ml but the second night it's almost R35 a can 300ml coke.

After 2 days of fighting and something going right and somethings just not working we decided day 3 because it's raining so the pool was out, and we don't gamble, and we not interested in gin, and we already did the spa and wine, we will do what we do at home and stay in bed after breakfast.

Again day 3 dinner went smooth without issues but instead of me and my wife wanting to stay longer all we wanted to do is go home.

On day of check out we expected more drama with the bill which I told my wife I will pay and sort out in court, HOWEVER there was no bill and the hotel manager sorted it out.

My main issue is that I had specific requirements, I could no have been more clear when explaining to the travel agent what I was looking for. I placed my trust in someone I thought would have the idea as to were disabled could go were they not needed to get on a zip line of climb a mountain to do a activity, but I have learned my lesson, I will next time book directly with placed I know what I'm getting like WARMBATHS.