A holiday ruined by *********** staff

I arrived early I asked for early check in the said it's not possible. Okay having being travelling with a 3 year old we left our luggage and passed time trying to find something to do. They promised to let us know once the room is ready however after 2pm I call them to ask is the room still not ready... the lady on the phone said shes sorry for not letting us know. Okay I let it go. We get to the reception this lady directs us to quayside where she said SNE will be waiting for us. We get there SNE is not around I ask the security guard he let's is know where apartment 310 is. So basically we checked ourselves in.... great start! We get into the apartment try to get comfortable then I decide to open the bedroom curtain blind, a mild touch to it... it fell around that same time my friend was taking a shower she noticed the shower drainage is not working so its flood as she showers. I call immediately to report this to reception and they say they will send someone. They send a cleaner to come and fix the curtain blindes and the drainage (I dont mind how their staff might be multifunctional but they should have sent a plumber for this) next day... MONDAY morming there's a knock on the door we asked for the cleaning service to come after 12 noon... this knock was well before then my friend asked them to please come at 1pm as my son and I were still sleeping. The cleaning staff comes around 1 just as I'm about to step in shower... I kindly apologize and ask the cleaning staff for 10 minutes to shower then they can come clean. The elderly lady became very rude and said we ask for the cleaning service to be earlier I responded saying I understand that however did she want me to wake my son up so they can clean? I then assertively said to her come back after 10 minutes when we are out of the apartment. 10 minutes later man knocks on the door asking us when are leaving so the cleaners can clean (this is only our 1st day we checking out 3 days after that but already we being treated like we checking out) I asked the guy who he is he said he is the building supervisor or something like that... I asked him to step into the flooded apartment (the water coming from the blocked shower that we reported immediately at check in and they sent a cleaner) he saw the situation and said he will fix it... I expressed how unhappy I was mainly cause i reported this and nothing changed instead my son fell and hurt himself cause the apartment was all wet... we even had the common sense to remove the carpet so it doesnt get wet and try get as many towels on the floor to stop the water from flooding the whole apartment. We left them there and went downstairs to wait for our uber... as we waiting cleaners are having a fat chat on how we are disrespectful for leaving towels on the floor ect... great... this is just the 1st morning of us there.

As I'm having a relaxed lunch with my son I get a phone call from GUGU tell me that her cleaning staff say that I turned the shower head facing the door and showered with it open causing the flooding... this made me angry as i called her immediately after checking in and it was sorted... even after saying this to her she still very rudely says that's what she was told and if I do this again she will have to charge me R500. I responded asking her does she think I'm retarded to intentionally turn the shower head out and shower with the shower door open until the whole apartment is flooded and then have my son falling in the process? She repeated her self very rudely saying I'm just letting you know if it happens I'm charging you then she ended the call. I was furious I felt like heading to reception immediately but because I went on that holiday specifically for my son I didnt want to ruin our lunch( I work overseas for about 7 months and only get to spend almost a month at home so spending time with my son is one of my priorities when I'm here)

I get back to the apartment and I immediately check if the shower is fixed and obviously it's still not fixed I call reception and ask for one of them to come. Pumla and another guy arrived and witnessed the flooding shower... as furious as I was Pumla was very understanding and assured me she will fix the problem... the guy that came with her was also as understanding he poured drain cleaner twice in the shower and it was working.

The next day (TUESDAY) I get a phone call tell me they moving us to another apartment but they will call later with details okay I wait. (Bare in mind that we checking out Wedneaday or only a night before we leave they decide to move us)

We go out to the beach as my son was insisting. While at the beach GUGU calls to apologize and admit that now she believes me shes sorry she was caught between me, what the cleaners and the pressure from her supervisors to threaten us by making us pay if it happens again without even fixing the problem their apartment has.

I get back to the apartment and call them as she requested cause they are moving us right. Okay we pack we move... they move us to apartment 307. Wow like what they have done wasnt enough!!

So this apartment is smaller than the one I paid for... the bedroom is small the sleeper couch is not movable which means my son would sleep alone in the sitting room. This apartment also had half a size patio with no couches to relax and enjoy the view. So at this point I was throughly annoyed. We have a BnB family business and I have travelled around the world never have I ever seen a guest being downgraded especially when the move is due to an inconvenience caused by the host and staff. I sent a message on their whatsapp number as their reception phone was off(I have screenshots) GUGU called apologized again and then said they have a 3 bedroom apartment I can go look at however it's not oceanview it's on the harbor side. She sent Pumla.... I then asked Pumla to just move us back to the old apartment cause this up and down with luggage and my son was irritating We moved back to the apartment and checked out the next day.

So in a nutshell I didnt enjoy my stay there. My sons holiday was throughly ruined by adults that dont know how to do their job. Pumla was amazing she was listening and always making sure that we are assisted. As for Gugu and the cleaning staff I'm really disappointed I don't know if they undermined us because we are young or they generally have no customer service s****s however they can be proud for ruining what was supposed to me a great and comfortable stay at Point waterfront apartments