Complaint

We were booked to check into Pineapple House Boutique Hotel on the 31 December.

Upon landing at the airport we received a call from the hotel informing us that the room that was allocated to us had a geyser burst and they would look for alternative accommodation for us. That gave us comfort. We also tried looking but everything was fully booked. when I later called the gentleman who was helping me he informed me he had knocked off. We panicked and went to the hotel to see if we can’t brave it and use the room.

When we got to the hotel the front office staff that was on duty was totally confused about us let alone about the room that had was flooded. We requested to see the room in order to assess for ourselves. The front office staff disappeared for 1hr and current guests were unattended. Eventually he returned with another manager who manages the other other hotel who tried to manage the situation. We also asked him to see the room and they both vanished for what seemed like another hour.

As if that was not enough the other manager came back and told us he found us alternative accommodation in Franschhoek. Who wants to sleep that far away on NYE. We believe there was never a burst they just gave our room to someone else and we’re not expecting us to arrive unannounced. Their customer service was appalling for a "Boutique Hotel" it was literally just a house with nothing appealing to be called a “Boutique Hotel”.